Operations Manager
CHARLES R. WASHINGTON, Jr.
“Treat employees like they make a difference and they will.” -- Jim Goodnight, CEO SAS
8149 South Luella Avenue •Chicago , IL • 60617
Mobile ------------ • E-mail ------------ • L------------/in/charleswashington2/
OPERATIONS MANAGER
GROUNDED ?? DECISIVE ?? RESOURCEFUL
Forward-thinking, turnaround leader with strong abilities to identify opportunities for revenue growth, build high performance teams, and drive change
QUALIFICATIONS PROFILE
Operations Management and Retail Store Professional with 10+ years of progressive, fast-paced, and positive sales experience; As a results-oriented professional with proven abilities in strategic planning, managing projects, improving efficiencies, and team building, I am able to identify areas of strength and weakness and implement changes that optimize productivity and boost bottom line; I demonstrate my ability to motivate staff to maximum productivity and to control costs through effective uses of manpower and available resources; My effective interpersonal skills ensure clear, effective coaching and mentoring; My ability to develop and motivate, encourages teams to adapt to the company vision and my leadership and influence helps teams support the organization through times of change; Familiar with latest social media platforms; Strong Excel proficiency; Expert Internet research navigation; BA degree; Six Sigma Certification, candidate.
EXPERIENCE & ACCOMPLISHMENTS Operations/Customer Service Manager
Office Depot Evergreen Park, IL 2014 to Present
Leads the store by managing all aspects of store operations, ensuring customer and business expectations are met, conflicts are resolved, and targets are exceeded
• Supervises a staff of up to 25 employees and oversees day-to-day operations of a busy retail store
• Assists customers, with an eye on providing exceptional, personalized, customer service and building
relationships with long term, loyal customers
• Recruits quality talent, hires and trains new staff, develops talent, provides positive and constructive
feedback, as well as appropriate career coaching and counseling
• Tracks inventory, analyzes product sales, and communicates sales trends to company
• Controls inventory movement to minimize shrinkage and ensure the safeguarding of all company assets
• Maintains presence on selling floor to ensure sales associates are supported as needed
• Organizes and leads team meetings and training sessions
Operations Manager
Hudson News Group Chicago, IL 2011 - 2013
Acted as leader-on-duty; accountable for personal and team compliance with internal company policies and procedures
• Supervised and managed daily activities of staff of up to 100 employees
• Spearheaded and managed successful warehouse setup for new Hudson News Group at St. Louis,
Missouri, location
• Oversaw assigned locations to review store environment and checked for key business indicators to
identify problems, and look for new opportunities for improvement
• Strengthened teams by developing action plans directed at motivating team building
• Trained in-store staff on product knowledge and effective merchandising techniques
• Traveled regionally, 50% of the work time, as a Company Trainer to develop new employees and/or to
manage or implement new company projects
• Ran inspections to guarantee company standards for visual presentation and replenishment were met
Store Manager
Walgreens Deerfield, IL 2010 – 2011
Recognized and promoted to manage P&L of $2.4M store and successfully increased profits and made major improvements in the areas of staffing, training, development, and built an effective customer team that far exceeded profit objectives, for this location
• Increased store profit from red 29K to 200k in one year
• Motivated and inspired teams to high performance while still providing fast, fun, and friendly service
• Directed store management in merchandising, operational, and team building functions
• Utilized management information tools to analyze financial statements and identify and address positive
trends as well as possible issues in store performance
• Directed, recruited and managed multiple new store openings, ensuring stores were 100% compliant in
all areas
• Administered performance evaluations to all store employees, including management
• Delegated tasks to all shift managers and team members, daily; Kept team leaders informed on status
of plans and programs, changing conditions, requirements of marketplace, competitive activity, issues,
and accomplishments that might affect sales results
• Ensured compliance with government regulations, such as OSHA, EEOC, ADA, and FMLA
• Ensured inventory controls were in place to ensure accurate stocking
• Traveled throughout district training and assisting Store Managers in effective inventory control
Executive Assistant Manager Walgreens Deerfield, IL 2003 – 2010
Partnered with the Store Manager to drive the overall customer, sales, and service culture
• Assisted in the day-to-day operations, and worked with the Store Manager to develop overall store strategies and tactics to achieve sales, service, and operational performance goals
• Accountable for personal and team compliance
• Worked to attain maximum profits, sales, ROI, market share, and guest and team member satisfaction
• Managed associate training process, developed of top talent, provided positive and constructive
feedback, and appropriate coaching and counseling
• Led, motivated, and inspired associates to create a customer-centric environment, resulting in a
memorable and positive customer experience; boosted customer retention, built strong relationships, brand awareness and loyalty
• Selected to travel throughout district providing strategic project planning and direction, as well as, offering recommendations, regarding the operating plans of 35 district stores, then, based on any prevailing conditions may suggest realignment of daily operations and procedures
TECHNICAL SNAPSHOT
Advanced processing and merchandising knowledge through POS Register System; Computer skills using MS Word, Excel (advanced), Outlook, PowerPoint, Publisher, and Outlook, MS Windows 8 and Apple OS X; Social Media platforms: Facebook, Twitter, Instagram, Tumblr, Skype, iPhone iOS and iCloud/storage service
EDUCATION & PROFESSIONAL DEVELOPMENT
Six Sigma Green Belt Certification, March, 2016
Certified Associate Project Management Professional, April, 2016
MicroTrain Technologies, IT Management Program – Chicago, IL – 2013
Bachelor of Arts, Speech Communication, University of Illinois, Urbana – Champaign, IL – 2001
CHARLES R. WASHINGTON, Jr.
“Treat employees like they make a difference and they will.” -- Jim Goodnight, CEO SAS
8149 South Luella Avenue •Chicago , IL • 60617
Mobile ------------ • E-mail ------------ • L------------/in/charleswashington2/
OPERATIONS MANAGER
GROUNDED ?? DECISIVE ?? RESOURCEFUL
Forward-thinking, turnaround leader with strong abilities to identify opportunities for revenue growth, build high performance teams, and drive change
QUALIFICATIONS PROFILE
Operations Management and Retail Store Professional with 10+ years of progressive, fast-paced, and positive sales experience; As a results-oriented professional with proven abilities in strategic planning, managing projects, improving efficiencies, and team building, I am able to identify areas of strength and weakness and implement changes that optimize productivity and boost bottom line; I demonstrate my ability to motivate staff to maximum productivity and to control costs through effective uses of manpower and available resources; My effective interpersonal skills ensure clear, effective coaching and mentoring; My ability to develop and motivate, encourages teams to adapt to the company vision and my leadership and influence helps teams support the organization through times of change; Familiar with latest social media platforms; Strong Excel proficiency; Expert Internet research navigation; BA degree; Six Sigma Certification, candidate.
EXPERIENCE & ACCOMPLISHMENTS Operations/Customer Service Manager
Office Depot Evergreen Park, IL 2014 to Present
Leads the store by managing all aspects of store operations, ensuring customer and business expectations are met, conflicts are resolved, and targets are exceeded
• Supervises a staff of up to 25 employees and oversees day-to-day operations of a busy retail store
• Assists customers, with an eye on providing exceptional, personalized, customer service and building
relationships with long term, loyal customers
• Recruits quality talent, hires and trains new staff, develops talent, provides positive and constructive
feedback, as well as appropriate career coaching and counseling
• Tracks inventory, analyzes product sales, and communicates sales trends to company
• Controls inventory movement to minimize shrinkage and ensure the safeguarding of all company assets
• Maintains presence on selling floor to ensure sales associates are supported as needed
• Organizes and leads team meetings and training sessions
Operations Manager
Hudson News Group Chicago, IL 2011 - 2013
Acted as leader-on-duty; accountable for personal and team compliance with internal company policies and procedures
• Supervised and managed daily activities of staff of up to 100 employees
• Spearheaded and managed successful warehouse setup for new Hudson News Group at St. Louis,
Missouri, location
• Oversaw assigned locations to review store environment and checked for key business indicators to
identify problems, and look for new opportunities for improvement
• Strengthened teams by developing action plans directed at motivating team building
• Trained in-store staff on product knowledge and effective merchandising techniques
• Traveled regionally, 50% of the work time, as a Company Trainer to develop new employees and/or to
manage or implement new company projects
• Ran inspections to guarantee company standards for visual presentation and replenishment were met
Store Manager
Walgreens Deerfield, IL 2010 – 2011
Recognized and promoted to manage P&L of $2.4M store and successfully increased profits and made major improvements in the areas of staffing, training, development, and built an effective customer team that far exceeded profit objectives, for this location
• Increased store profit from red 29K to 200k in one year
• Motivated and inspired teams to high performance while still providing fast, fun, and friendly service
• Directed store management in merchandising, operational, and team building functions
• Utilized management information tools to analyze financial statements and identify and address positive
trends as well as possible issues in store performance
• Directed, recruited and managed multiple new store openings, ensuring stores were 100% compliant in
all areas
• Administered performance evaluations to all store employees, including management
• Delegated tasks to all shift managers and team members, daily; Kept team leaders informed on status
of plans and programs, changing conditions, requirements of marketplace, competitive activity, issues,
and accomplishments that might affect sales results
• Ensured compliance with government regulations, such as OSHA, EEOC, ADA, and FMLA
• Ensured inventory controls were in place to ensure accurate stocking
• Traveled throughout district training and assisting Store Managers in effective inventory control
Executive Assistant Manager Walgreens Deerfield, IL 2003 – 2010
Partnered with the Store Manager to drive the overall customer, sales, and service culture
• Assisted in the day-to-day operations, and worked with the Store Manager to develop overall store strategies and tactics to achieve sales, service, and operational performance goals
• Accountable for personal and team compliance
• Worked to attain maximum profits, sales, ROI, market share, and guest and team member satisfaction
• Managed associate training process, developed of top talent, provided positive and constructive
feedback, and appropriate coaching and counseling
• Led, motivated, and inspired associates to create a customer-centric environment, resulting in a
memorable and positive customer experience; boosted customer retention, built strong relationships, brand awareness and loyalty
• Selected to travel throughout district providing strategic project planning and direction, as well as, offering recommendations, regarding the operating plans of 35 district stores, then, based on any prevailing conditions may suggest realignment of daily operations and procedures
TECHNICAL SNAPSHOT
Advanced processing and merchandising knowledge through POS Register System; Computer skills using MS Word, Excel (advanced), Outlook, PowerPoint, Publisher, and Outlook, MS Windows 8 and Apple OS X; Social Media platforms: Facebook, Twitter, Instagram, Tumblr, Skype, iPhone iOS and iCloud/storage service
EDUCATION & PROFESSIONAL DEVELOPMENT
Six Sigma Green Belt Certification, March, 2016
Certified Associate Project Management Professional, April, 2016
MicroTrain Technologies, IT Management Program – Chicago, IL – 2013
Bachelor of Arts, Speech Communication, University of Illinois, Urbana – Champaign, IL – 2001