Matthew Gillikin
Virginia Beach
Summary
Professional retail management professional with proven track record in leading store operations and driving sales growth. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Expertise in inventory management, customer service, and staff training, coupled with excellent problem-solving and communication skills. Enthusiastic about creating positive shopping experience and optimizing store performance.
Overview
20
20
years of professional experience
Work History
Store Manager
Monro
02.2024 - Current
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Completed routine store inventories.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Store Manager
Mavis Tire
07.2023 - 02.2024
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
Store Manager
TBC Corporation
07.2017 - 07.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Automotive Service Advisor
Southern GMC
10.2016 - 06.2017
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager
Monro Muffler Brake/ dba Treadquarters
06.2016 - 09.2016
- Oversee shop operations
- Supervise nine full-time technicians
- Interview job applicants
- Responsible for writing estimates, communicating with customers about their vehicle’s necessary repairs, and obtain approval for repairs
Service Manager
Tire Kingdom/dba Merchant’s Tire
09.2014 - 06.2016
- Oversee shop operations
- Supervise eight full-time technicians
- Interview job applicants
- Responsible for writing estimates for additional repairs as needed, contacting vehicle owners to explain needed repairs, and obtain approval for work to be completed
- Responsible for maintaining minimal balance on the store’s purchase card by monitoring bi-weekly reports, managing the return of unused purchases for credit, and monitoring items acquired for store use
Store Manager
Autozone Inc.
08.2011 - 05.2014
- Solely responsible for interviewing and hiring applicants
- Supervised the day-to-day operations
- Responsible for the development of a new commercial program
Salesman
Hall Automotive
10.2010 - 06.2011
- Responsible for working with clients to determine their vehicle needs and how the dealership could best meet them
- Responsible for guiding clients through the buying process up to final delivery of their new vehicle
Store Manager
Sears Automotive
08.2005 - 10.2010
- Solely responsible for interviewing and hiring applicants
- Supervised a staff of ten to thirty employees at multiple locations in the Tidewater area
- Achieved landmark commercial sales exceeding $1M in 2007
Education
B.S. - Criminal Justice
Old Dominion University
Norfolk, VA05.2009
Advanced Diploma - Honors
First Colonial High School
Virginia Beach, VA08.2003
Skills
- Self starter with management experience dealing with business operations, customer service, and personnel matters
- Customer service
- Problem-solving
- Customer relations
- Multitasking and organization
- Store operations
- Training and mentoring
- Store opening and closing
- Team leadership
- Friendly and positive
- Inventory management
- Recruitment and hiring
Timeline
Store Manager
Monro
02.2024 - Current
Store Manager
Mavis Tire
07.2023 - 02.2024
Store Manager
TBC Corporation
07.2017 - 07.2023
Automotive Service Advisor
Southern GMC
10.2016 - 06.2017
Service Manager
Monro Muffler Brake/ dba Treadquarters
06.2016 - 09.2016
Service Manager
Tire Kingdom/dba Merchant’s Tire
09.2014 - 06.2016
Store Manager
Autozone Inc.
08.2011 - 05.2014
Salesman
Hall Automotive
10.2010 - 06.2011
Store Manager
Sears Automotive
08.2005 - 10.2010
Advanced Diploma - Honors
First Colonial High School
B.S. - Criminal Justice
Old Dominion University
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