Charles Parker has over 18 years of experience in customer service management roles across various retail settings. He has a proven track record of improving customer satisfaction metrics, increasing sales targets, and turning around underperforming stores. Parker is skilled at building and leading customer-focused teams, implementing cost-reduction strategies, and ensuring compliance with company policies and procedures.

1. Charles Parker
1682 Sherwood
Dorr, 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 Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Front-End Supervision
Sales & Margin Improvement
Teambuilding & Training
Cost-Reduction Strategies
Order Fulfillment
Professional Experience
Family 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 11/2013
Employee Manager/Temporary Position
Hired 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 an d
drivers.
 Processing all damage reports and insuring quick resolution in a satisfactory manner to minimize
customer complaints.
Checkers — Grand Rapids, MI 01/10 to 05/13
General Manager

2. Hired 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 07/09
General Manager
Hired 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 02/08
Store Manager
Hired 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 1991
Concentration in Pre-Law
Xavier University — New Orleans, LA 1988 to 1989
Concentration in Pre-Med
Roseland High school — Chicago, IL 1984 to 1988
Diploma, Graduated Valedictorian