Robb MacGregor: Guest Service Assistant in Leesburg, VA

Presently work as a Guest Services Assistant providing fast, fun and friendly service to stores customers. Areas of responsible are: Management of Guest Services, Front End Management of up to 28 cashiers, coordination and oversight of all front end staff breaks, guest traffic flow, cash management and supply management. We generate a positive guest experience by providing fast, fun and friendly service. Prior position held was hard-lines sales team member that supported guest in electronics, toys, sporting goods, home improvement and domestics while creating fast, fun and friendly service for the guests.

Provideed law enforcement and government agencies with high quality equipment. Responsible for all sales processes from receipt of RFQ to Delivery to the customer. ? Played a key role in servicing customers, while meeting requirements mandated by the corporate business model mandating 100% efficiency in delivering correct products to customers, on time while always honoring contract delivery dates. ? Researched and developed new relationships with vendors while servicing accounts and addressing specific requirements mandated on the RFQ’s. Attention to detail is critical to ensure orders are compliant with customer needs and legal requirements. This detail focused approach assures orders are 100% correct and on time. ? Assisted in exceeding budget by 300% from 2.2-8.8 million, by opening new markets, and improving acquisition capabilities. We took pride in providing superior customer service and open communication with every customer.

Provided focused expertise and leadership creating this full service climbing school and guide service. Primary responsibilities include, lead guide, strategic planning, marketing, budgeting and financials, capital purchasing, vendor relations, program planning/development and personnel management. Sourced and hired highly qualified certified personnel. Responsible for management of 8 employees and all aspects of firms P&L. ? Leveraged relationship with Sportrock, Inc. provided all outdoor climbing classes, camps, and all specialized training increasing my company’s exposure while honoring our contract requirements. ? Rigged climbing systems for numerous film shoots with National Geographic Explorer. Due to my excellent reputation and safety record. ? Provided contracted rock climbing camps for Loudoun County Parks and Recreation. Achieved 100% fill rate and very positive assessments by campers and Loudoun County Leadership. ? Recruited by George Mason University to teach two rock climbing classes per semester due to my reputation for program excellence. Achieved 100% fill rate and top notch reviews by participants. ? Due to efforts, grew sales 35% year after year.

Provided focused expertise and leadership assisting with key business functions for this specialized company providing world-class indoor rock climbing programs, services, and events. Primary responsibilities include operations continuity, strategic planning, budgeting and financials, capital purchasing, vendor relations, and personnel management, program synchronization between facilities. Weekly meetings were scheduled with Management and staff. Organizing and running special events: climbing competitions, membership appreciation, music and food services. Responsible for all aspects of P&L; as well as managed 8 direct reports, and 100 part-time employees. All facilities managed own maintenance, upkeep and capital purchasing upgrades. ? Prior to 2003, duties were Gym Director of 2 facilities, Director of Instruction for all company programs both inside and outside. Camp Director for 6 year, with oversight of all aspects of programming, marketing, hiring, training, permits/licenses, transportation and logistics and risk management. Considered to be the knowledge source for all skill focused climbing programs. ? Promoted to Director of Operations in 2003, managing all business activities for 3 locations and generating significant revenues through direct management of key initiatives that included improved staff performance, increased brand awareness, and streamlined operations that included improved financial transparency with benchmarks for membership sales and improved customer service which increased conversion rates. ? Elevated to Interim President in 2005. Recruited without solicitation to temporarily fill position as the Interim President. Responsible for 100+ employees, created and managed a $1.2 Million budget. Held full P&L oversight, and supervised accounting and financial functions that included A/R and A/P, GL, invoicing, budgetary tracking, overall staff training, and customer retention. ? While working as the Interim President I was able to save company from having to close its doors. This was due to prospective loss of all managers who were loyal to former President who was forced to resign by Board of Directors. I was able to gain confidence of 7 out of 8 managers preventing a catastrophic closure event which would have forced closure for 4-6 month while management team was hired, and trained. Due to my leadership this business stayed open and prospered. ? While working as the Interim President, the company achieved a 300% increase in new members $200,000 in two months by penetrating new markets and designing innovative growth