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Summary

Sales support with can-do attitude and willingness to help at all times, with a track record of managing a wide variety of customer service issues quickly and efficiently.

Highlights
  • Reliable with excellent work ethic
  • Meticulous attention to detail
  • Excellent communication skills
  • Complex problem solving
  • Positive attitude
  • Strong interpersonal skills
  • Exceptional time management
  • Prospecting techniques
  • Relationship building
Experience
Ken Garff Glass & Autobody American Fork, Utah Parts Representative 06/2017 to Current
  • Responded to all customer inquiries in a timely manner.
  • Implemented a consultative selling approach on all inbound calls.
  • Created strategies to grow customer base.
  • Cultivated and strengthened customer relationships to drive revenue growth.
  • Demonstrated exceptional consultative selling skills throughout the sales cycle, from initial rapport to needs assessment to solution delivery.
Patterson Dental Company Salt Lake City, Utah Customer Service Representative 03/2007 to 06/2017
  • Exceptional customer service skills with strong communication skills in verbal and written form.
  • Entered data into a SAP computer system using computer software programs including web based, spreadsheet and word processing systems
  • Calculating current payments and amount past due on several accounts.
  • Clearly explained company policies and procedures for product delivery and installs on equipment
  • Completed research on complex problems and resolved issues in a timely manner
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention
Smiths Food & Drug Elko, NV Department Manager 12/2002 to 03/2007
  • Followed established departmental and store policies and procedures. 
  • Directly oversees the successful operation of the grocery, frozen, dairy and natural and specialty foods departments.
  • Ensures the quality and freshness of all products and services.
  • Ensures the store is cleaned daily and meets the company standards for appearance.
  • Delivers excellent customer service to all customers.  
    Education
    High School Diploma Carson Graham High School, Vancouver, B.C.
    Diploma Vancouver Technical College, Vancouver, B.C.
    This resume is created in 7 minutes.
    Professional Summary

    I am service focused and progress driven, dedicated to giving every customer an exceptional experience. I am an adaptive leader with good communication skills in high-stress environments. I am able to observe and react accordingly, keeping business operations efficient.

    Skills
    • Employee scheduling
    • Coaching and mentoring
    • Staff training/development
    • Business development
    • Efficient multi-tasker
    • Customer service-oriented
    • Conflict resolution
    • Food preparation and safety
    • Deadline-oriented
    Work History
    General Manager, 03/2018 to Current
    Mcdonalds TACOMA, WA

    I work directly with my owner/operator to ensure a 22% monthly minimum gross profit.

    I also work directly with my department managers to achieve cost effective plans such as minimized labor and maximizing sales.

    I have trained,  coached and mentored 47 crew and 6 shift managers in the development and rollout of the newest protocol, safety regulations and procedures included within our 'hot of the grill' and 'flash finish' first wave market testing.

    I develop promising candidates from crew to management while continuously stabilizing  the current turn over rate.

    I have also been recognized for breaking a record high in monthly sales for two of the months I have been employed as General Manager.

    People Department Manager, 08/2017 to 03/2018
    McDonald's Tacoma, Wa

    As People Dept. Manager, I interviewed, selected, trained and supervised the staff.

    I consistently tried to recognize and acknowledge my crews performance to boost morale and productivity while also cross-training and scheduling team members strategically to ensure outstanding customer service.

    I manage and coach my team through high-volume sale peaks while keeping them productive during low-volume sales.

    I acknowledge and try to answer or rectify any customer or crew complaints or inquiries.

    I help prepare my team members for the successful launches of new menu items or system updates.

    I maintain a safe work environment by following up on proper procedural execution both in the kitchen and interacting with customers to reduce the risks of injuries or accidents.

    As Kitchen Dept. Manager, I am learned to correctly calculate inventory and order the appropriate amount of product and supplies.

    I was also responsible for verifying that all standards are kept in compliance with safety regulations as well as my employers and customer expectations being met.

    Shift Manager, 07/2015 to 06/2017
    Mcdonalds Fircrest, Wa
    • Consistently provided friendly guest service and heartfelt hospitality.
    • Promptly and empathetically handled guest concerns and complaints.
    • Operated the drive-through window and sales register quickly and efficiently.
    • Maintained high standards of customer service during high-volume, fast-paced operations.
    • Cross-trained and coordinated scheduling with team members to ensure seamless service.
    • Verified that prepared food met all standards for quality and quantity.
    Grill Manager, 08/2012 to 2015
    Mcdonald's TACOMA, WA
    • Oversaw care and maintenance of kitchen equipment.
    • Cooked regular menu items and seasonal offerings according to company standards.
    • Cleaned and maintained kitchen equipment on a regular basis.
    • Provided support to crew members through all facets of food preparation and delivery.
    • Cleaned and organized all line stations when needed.
    • Monitored line efficiency and implemented improvements for increased productivity.
    • Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
    Education
    High School Diploma: 2011
    Lincoln High School - Tacoma, WA
    This resume is created in 7 minutes.
    Professional Summary
    Manager equipped with extensive experience in retail management in sales. Employs excellent leadership skills and multi tasking strengths.
    Core Qualifications
    • Training and development
    • Results-oriented
    • Client-focused
    • Quick learner
    • Multi-Task Management
    • Customer Service
    • Creative Problem Solving


    Experience
    Lowe's Home Improvement Littleton, CO Assistant Store Manager 05/2017 to Current

    Responsible for front end operations including cash office, cashier team, and online orders. Also responsible for back end operations including receiving, freight flow processes, delivery, and RTVs. Accountable for bottom line profitability, managing payroll through operational efficiency and maintaining store supplies.

    Responsible for managing and driving sales and margin by managing a sales team that develops customer relationships, pursues sales opportunities, and ultimately closes sales. In addition, may be expected to be responsible for the store at any point in absence of the Store Manager. Responsible for building and developing including recruiting, hiring, training, mentoring and coaching a professional and talented sales organization that provides the customer experience while maximizing sales, margin, close rates and average ticket.

    Lowe's Home Improvement Albuquerque, NM Installed Sales Manager 01/2016 to 05/2017

    Responsible for managing the overall installation process from the point of sale, including coordinating timelines, assigning the appropriate contractors, onsite job inspections and final follow up to ensure job completion and overall customer satisfaction. Supervise project remodels from initial In-home visits, creating and proposing timelines and coordinating schedules with the project specialist , also including mid point review and final walk through with the General Contractor and client. Other duties include supervising my team in customer follow up to ensure timelines are being met, bill payments, ensuring job folder have all necessary documentation, training and coaching as needed.

    Lowe's Home Improvemnet Albuquerque, NM Department Manager 02/2014 to 02/2016

    Responsible for the overall customer service in the department.  Prioritize task through the use of work list with the goal of ensuring the department was maintained to above company expectations including inventory management, pricing audits, safety walks, and ensuring sales goals were  achieved by sales specialist and holding team accountable if expectations were not met.  Instructed staff on how to handle difficult and complicated sales.  Trained and coached in all areas of customer service including handling customer complaints and concerns. 

    Lowe's Home Improvemnt Albuquerque, NM Sales Specialist 05/2007 to 02/2014 Responsible for achieving sales goals, credit applications, coordinating with the installed sales office to follow up with product orders and to communicate customers expectations.  Ensuring contracts  were completed and all legal documents were signed and communicated with customer. Exceeded sales goals year after year by 10% or more. Met credit application goals on a monthly basis.
    The Home Depot Albuquerque, NM Sales Specialist 09/2001 to 05/2007

    Responsible for meeting or exceeding sales goals and providing customers with a professional and world class shopping experience. Expected to follow up with customers handle any issues or concerns that arose and communicate all issues with the installed sales office or management team for appropriate action to be taken. Also responsible for maintaining department standards including pricing, keeping a neat clean and organized department. Handled direct vendor contacts and issues to ensure product was specific to job needs and timely order fulfillment to meet installation dates.

    Education
    High School Diploma: General Education 2000 Del Norte High School , Albuquerque, NM
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    Professional Summary

    Expert retail sales professional offering 20 years experience in retail customer service and retail management. Focused on exceeding sales goals,

    training, impemtation of guidelines and procedures.

    Skills
    • Customer-oriented
    • Operations/Logistics
    • Merchandising
    • Motivated team player
    • Natural leader
    • Skilled problem solver
    Work History
    Assistant Store Manager 2012 - 2017 01/1996 to Current
    Burlington Daly City/Field Positions/San Francisco


    • Responsible for merchandising standards and presentation of the store.
    • Oversee daily store operations as M.O.D.
    • Partnership with other managers for weekly strategic planning, scheduling, and hiring.
    • Cultivate friendly customer service environment for a positive shopping experience.
    • Continual coaching and training of associates to meet goals and expectations.
    Regional Store Merchandiser 2009 - 2012 Burlington Coat Factory
    • Worked directly with Store Managers, and Asst. Store Managers  to brainstorm and discuss strategy.
    • Responsible for creative design for prominent presentations.
    • Insured company guidelines and directives were implemented and followed. 
    • Oversaw merchandising of new stores and remodels.
    • Partnered with fellow regional team memebers.
    • Responsible for store merchandising in 25 stores.
    Baby Divisional Trainer 2004 - 2009 Burlington Coat Factory
    • Continual training of Store Managers, Department Managers and staff.
    • Oversaw department merchandising of Baby departments, including Spring and Fall programs of furniture and baby gear.
    • Held in-store training of product and customer service.
    • Attended trade expositions.
    • Oversaw Baby departments in 75 stores.
    Home Department District Supervisor 1 Burlington Coat Factory
    • Oversaw merchandising in 21 stores.
    • Calculated space openings twice a year  for new styles of merchandise in multiple categories. 
    • Involved with store openings and remodels.
    • Close communication with field superiors and corporate buyers and allocators.
    • Continual training of store management and staff.
    • Responsible for Home Departments in 15 stores.
    Home Department Manager 1 Burlington Coat Factory
    • Oversaw all aspects of my department, training, merchandising, scheduling,  customer service and sales.
    • Increased department sale 20% in first year.
    • Communicated with Store Management and District Supervisors.
    • Responsible for having new merchandise out in timely manner.
    • Assisted in all other departments of the store.
    • Assumed responsibility of store operations.
    Assistant Manager 1 Christian And Johnson Chico, CA
    • Daily operations of store. 
    • Assisted customres with orders and purchases.
    • Attended trade shows 2 times a year to purchase merchandise for the store.
    • Maintained high standards of customer service.
    • Maintained high level of merchansing and cleanliness.
    Education
    Bachelor of Arts: Business 1986 California State University, Chico - Chico, California
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    Professional Summary
    Extremely results-oriented and proactive in finding cost-effective solutions to company-wide problems. Seasoned management professional who excels in establishing excellent building partnerships with professionals at all levels, boards of directors,  employees, volunteers and community members.  Highly developed in critical thinking, active listening and creative problem solving, analysis, negotiation, multi -tasking, organization and planning skills in a business operations environment.
    Experience
    Department Manager 12/2014 to 01/2018
    Lowe's Home Improvement
    • Responsible for superior customer service, merchandising, and sales performance in assigned area while managing employees. Includes knowledge of company mission, purpose, goals and the role of every employee in achieving them.  
    • Ensure that each direct report receives a solid product knowledge and achieves all other components of customer relationships.
    • Create and foster an environment of best practices and ownership.
    • Diagnose areas of opportunity and deploy solutions with positive  results.
    Assistant Store Manager 11/2003 to 2014
    Lowe's Home Improvement
    • Responsible for providing superior customer service and driving sales and margin in alignment with the financial plan of the store.  Primary responsibilities include controlling and monitoring overall store expenses, and ensuring that all corporate financial and merchandising standards are maintained and enforced.                 
                 Received multiple Customer Service Awards from current and previous CEO from customer compliments recognition.
    • Securing appropriate staffing, assisting in recruitment and selection process,  on board and continuous training  of associates.   Ensure employee development, mentoring, and training are occurring and that certification's are maintained.   Enable and promote an inclusive and diverse team and working environment.
    • Increasing sales and maximizing profit margins through forecasting, sales reports, store promotions, and sales programs.  Ensuring merchandising standards are in place also validation of all resets and seasonal changes.  

                       Raised profit margins and sales by a minimum of 4% in growth from previous year in accountable  areas.

    • Inspire a service driven culture through encouraging and modeling superior customer service and prompt resolution of issues - set challenging objectives/goals and communicate clear expectations.  Training and developing employees, by identifying opportunities on employee's performance and providing support(constructive feedback). 

                      Motivates employees using positive reinforcement and creative reward system.​

    • Leadership and management training for high potential associates -developing a team by providing continuous feedback guiding their development and growth.

                       Lead several Market and Lowe's store leadership program

    • Manage inventory by ensuring shelves are stocked and displayed consistent with Lowe's standards and to oversee shrink and loss.

                      Directed several yearly store inventory teams

    • Ensuring store compliance with all safety procedures.   Power equipment and Hazmat training and State and Federal DOT certifications. 

                      Member of Lowe's Safety Team +10 years

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    Professional Summary

    I am an organized and detail-oriented individual, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. I have more than 7 years of experience in BlueCard Host, as well as 4+ years of leadership experience.

    Skills

    4+ years Leadership experience
    7+ years BlueCard Host experience
    Extensive Coaching/Training experience

    Adherence to high customer service standards

    Exceptional interpersonal communication

    Strong Organization Skills

    Excellent time management skills

    Effective problem solver
    Ability to multi-task and prioritize

    Work History
    Technical Team Expert, 02/2018 to Current
    BlueCross BlueShield Of Tennessee Chattanooga, TN
    • Manage and assign the department's daily workload from all sources.
    • •Assist with/conduct team quality meetings and complete desk audits.
    • Provide training and coaching, as well as attending available training sessions to further enhance my personal skills and knowledge.
    • Stay up-to-date regarding online resources, such as Online Help, BlueAlert, Medical Policy, and all other electronic resource changes when applicable.
    • Assist team in meeting performance goals and requirements, as well as meeting my individual performance goals.
    • Complete special projects and other duties as assigned by management.
    • Ensure our Online Help resources are accurate and up to date and create new documents as needed.
    • Assist other areas, such as Shared Services, with implementation of improvements to procedures and processes and supply accurate feedback.
    Research Expert, 03/2013 to 02/2018
    BlueCross BlueShield of Tennessee Chattanooga, TN
    • I proficiently handled many tasks including, but not limited to, Customer Service inquiries, responding to adjustment requests, restoring claims to their original processing when applying adjustments not approved, Overpayment recovery, Provider network adjustments, Faxed corrected bills, Provider Financial Mandate adjustments, and High volume adjustments.
    • I assisted with Back-Up Team lead duties.
    • I was quickly able to comprehend claim issues, assess, and determine the response and communicate to internal or external customers.  
    • I was able to process adjustments in an accurate and timely manner, while documenting the handling of adjustments appropriately in applicable systems.
    • I active coached/mentored new associates that joined our team. I also trained the several claims associates to help assist our team with a large High Volume Adjustment.
    • I consistently exceeded quality and pride standards.
    Customer Service Representative, 01/2011 to 01/2013
    BlueCross BlueShield of Tennessee Chattanooga, TN
    • I managed a wide variety of customer service and administrative tasks to resolve provider issues, regarding out of state members, quickly and efficiently.
    • I participated in the mentoring program and was a coach for several training classes.
    • I also assisted my team lead when needed, as well as followed up on fellow employees work when they were out or needed assistance.
    • I exceeded quality and adherence standards.
    Department Manager, 02/2009 to 05/2011
    Lowe's Home Improvement Kimball, TN
    • I was the department manager for Tools, Hardware, and Home storage.
    • As department manager, my primary responsibility was enabling and empowering a team of Customer Service Associates to deliver the best possible customer service experience in the store.
    • This includes responsibility for customer facing activities on the sales floor (e.g., greeting customers, listening & probing to understand needs, identifying solutions), as well as non-customer facing activities (e.g., downstocking, inventory management & area recovery).
    • I was also responsible for ensuring my departments were customer ready at all times while inspiring engaging, customer-focused behavior, mitigating and reducing customer complaints, and driving positive first impressions for customers upon entering the store.
    • I was responsible for coaching, mentoring, training, and continually monitoring Customer Service Associates in his/her area.
    • I also lead Customer Service Associates in other departments, as needed, to meet the demands of the store.
    Cabinet Sales Specialist, 01/2007 to 01/2009
    Lowe's Home Improvement Kimball, TN
    • I served as the store expert in cabinets by providing detailed product information to both, customers and peers, promoting and recommending products, plans, or installation services that match customer needs.
    • Created designs with lighting, flooring, cabinets, appliances and paint for customers.
    • I was also responsible for building relationships with customers, keeping shelves stocked and correctly displayed, and coordinating successful completion of projects and orders.
    Head Cashier, 01/2006 to 01/2007
    Lowe's Home Improvement Kimball, TN
    • As Head Cashier, my primary responsible was enabling and empowering a team of Cashiers to deliver the best possible customer service experience in the store.  
    • I was responsible for managing all checkout functions by processing sales transactions and refunds, monitoring cash drawer amounts, and maintaining checkout area.
    • I also had to handle daily scheduling, oversee coverage of registers and store supply usage, perform opening procedures, and provide excellent customer service by assisting customers and issues.
    Cash Office Clerk / Cashier, 01/2006 to 01/2006
    Lowe's Home Improvement Kimball, TN
    • As Cash Office Clerk, I had to ensure the daily deposit was completed and accurate, as well as, research any discrepancies.  I also had to ensure the money for each register was prepared and placed prior to store opening.
    • As Cashier, I provided exceptional customer service, while answering a multi-lined phone, and running a cash register.
    • Assist with Head Cashier duties as needed.
    Education
    High School Diploma: 2005
    Whitwell High School - Whitwell, TN
    Honors Diploma
    Internal Software Experience

    Facets                                                                                                 BOB Database
    Blue2                                                                                                   Overpayment Database  
    Imaging                                                                                               Inventory Database
    ICN                                                                                                      Datanet
    Microsoft Excel, Word, PowerPoint, and Limited Access