Charles Parker1682 SherwoodDorr, MI 49323 muzichnme2@yahoo.com Mobile: 616-681-1542

• Dedicated customer service manager with 18+ years of experience in rent to own retail and food service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

• Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of ExpertiseCustomer Service ManagementComplaint Handling & ResolutionRetail Operations Management

Customer Satisfaction EnhancementFront-End SupervisionSales & Margin Improvement

Teambuilding & TrainingCost-Reduction StrategiesOrder Fulfillment

Professional ExperienceFamily Dollar — Grand Rapids, MI 11/2013 to Present

Store Manager Responsible for managing the entire operation of the store including hiring, development, supervision, discipline and safety of Assistant Store Managers (ASMs) and Customer Service Representatives (CSRs), and management of all inventory and assets, in order to meet company and store objectives, including profitability goals. Provided best in class customer service to both internal and external customers. Year over year increase in sales target. Currently exceeding comp target by 26% YTD. Store is ranked 5

in the GR district of 21 stores. Shrinkage (lost assets) has decreased 10K below year end 2104 numbers. Increased accountability of CSRs within the store both in Customer Service and adherence to company policies. Successfully raised the level of employee engagement among the staff to retain talent that was essential to

providing a superior level of customer service.Asset Protection Specialist (Loss Prevention)Responsible for coaching and evaluating team members. Assisted in maintaining a clean and safe store by resolving immediate safety concerns. The primary objective was to minimize theft and fraud, “shrink”. Performed operational audits and risk assessments for 21 stores in the Grand Rapids area. Ensured employees maintained compliance standards as outlined by company guidelines. Targeted 8 high target (stores that shrink 4% of more) successfully removed 7 stores from the high target list.

Two Men and a Truck — Holland, MI 05/13 to 11/2013Employee Manager/Temporary PositionHired for a temporary employee manager position. Worked in conjunction with the office manager. In charge of hiring, training, scheduling, evaluating and discipline of all movers/drivers. This includes back ground checks, physicals, and drug tests on all potential employees. Selected Contributions: Daily handling of any customer complaints during moves, resolving employee disputes and monitoring

crew interactions to ensure smooth customer interaction. Evaluating reply card data to make sure excellent customer service is being maintained by movers and

drivers. Processing all damage reports and insuring quick resolution in a satisfactory manner to minimize

customer complaints.

Checkers — Grand Rapids, MI 01/10 to 05/13General ManagerHired for the General Manager position to recruit, train and supervise 30+ customer service reps, cashiers, and shift managers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:

• Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling store to improve ranking and hold a position in the company’s top 10% (Approx 800 stores). My store was 30th.

• Benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.

• Elevated store’s guest-satisfaction index from 60% to high 82% within one year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Arby’s — Birmingham, AL 02/08 to 07/09General ManagerHired in at the General Manager position to recruit, train and supervise 25+ customer service reps, cashiers, and shift managers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:• District Manager Development Program Participant: Advanced to increasingly responsible positions,

culminating in management role. Directed several employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines.

• Elevated store’s guest-satisfaction index from 60% to high 70% within one year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

• Accomplished operations excellence in sales by realizing total sales increase from $13K transactions per week to $18K+ in profits within one year. Met or exceeded all sales targets monthly.

• Transformed poor performance rated store (Negative food cost -$1200, Negative labor cost -$600, Negative cash count -$$). All loses cured within 30 days of taking over the General Manager position.

Chick Fillet — Birmingham, AL 01/07 to 02/08Store ManagerHired in at the Store Manager position to recruit, train and supervise 30+ customer service reps, cashiers, and shift managers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:• Managing employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained

high standards in sanitation and safety and complied with regulatory guidelines.

Education

Kennedy King Community College — Chicago, IL 1989 to 1991Concentration in Pre-Law

Xavier University — New Orleans, LA 1988 to 1989Concentration in Pre-Med

Roseland High school — Chicago, IL 1984 to 1988Diploma, Graduated Valedictorian