John Hornberger

1994-1999        University of California, Davis               Davis, CA

• MS, Animal Behavior
• Extensive teaching experience
• GRE: Verbal/Math combined 1360; Analytical 800

1989-1994        Southern Illinois University             Carbondale, IL

• BS, Zoology
• BA, Psychology
• Minor, Classical Civilizations
• Graduated Magna cum Laude, GPA 3.89

1983-1989        United States Navy                         IL, FL, NY, CA           

• Navy Nuclear Power Program Training
• Navy Electrical Schools
• Specialized Schools include elevator, winch, forklift, security, and damage control
• Honorable Discharge, July 1989
• One of 16, of a beginning cohort of 134, to complete the US Navy Nuclear Training Program

Professional Experience

Freelance Proofreader, Copy Editor, Writer

Capital Region, Albany, NY                                                                                 May 2009 – Present

Using lifetime of experience and facility with words to assist writers and publishers with articles, books, and technical writing

Executive Manager, Personnel & Operations

L.L.Bean  (Colonie NY)                                                                                                                2007-2009

• Managed projects, personnel development, profitability, resources, and payroll analysis; Over-achieved on all sales and customer service metrics

Kohl’s Department Stores (Colonie NY, Clifton Park NY)                                     2002-2007

Led sales growth each year;  Developed and drove the Customer Satisfaction program (highest customer service score nationwide); Hired, scheduled, and managed up to 140 employees, more than $19 million in sales, with payroll of over $1 million

The Wooden Horse Toy Store     (Los Gatos, CA)                                                    1999-2001

Managed high-profile, widely respected independent toy store

• Led the store to highest sales achievement ever as Store Director ($2M) in 2002.
• Facilitated “Wooden Horse University” training to improve employee morale, customer service skills, and profitability
• Represented The Wooden Horse at trade shows and industry meetings, including ASTRA (American Specialty Toy Retailers Association)

Selected Qualifications

Academic Experience

• Graduated  with double-major (BS in Zoology, BA in Psychology) plus minor (Classic Civilizations) with 3.89 GPA, magna cum laude, while working full time
• Earned MS in Animal Behavior Graduate Group, UC Davis
• Conducted research in mammalian social behavior, neurobiology, and comparative psychology and development
• Extensive teaching/mentoring experience, including lecturing classes in Psychology, Biology, and Communications
• Very experienced in literature reviews, research, statistics, analysis, and writing.

Operations Management

• Held profit and loss accountability, and manage all aspects of daily performance of stores/departments ranging from $250,000 to $25M in annual sales
• Directed sales, inventory control, visual merchandising, housekeeping, security, administration and compliance to company policies and procedures
• 6 years in US Navy, 4 years US Navy Reserves, extensive nuclear electrical experience

Staff Supervision and Training

• Supervised teams of up to 140 personnel from entry level sales to specialists
• Experienced in HR recruiting, selection, training, developing, scheduling and supervision
• Motivated staff to achieve performance goals and ensure productive operations at the department and store level through positive motivation and clarity of mission
• Developed and modernized training programs to improve employee customer service skills and interpersonal communications;

Customer Relations and Service

• Developed and managed customer relations to maximize customer satisfaction, promote goodwill and generate repeat/referral business that contributes to sales growth
• Demonstrate commitment to local as well as extended community
• Develop special events and promotions to improve and strengthen employers with customer base and all demographics

 Selected Achievements

• Chair of the highly respected Mensa Mind Games 2011 committee; recently won bid against significant odds to host large national conference here in Albany; involves over 300 Mensa members from all over the United States
• Helped create and run a Leadership Development Workshop for American Mensa, in which Mensa members from all over New England attended talks and round table discussions
• Tailored the Kohl’s Customer Satisfaction Program to our location needs and achieved the highest C-SAT score for all locations nationally.  This program became the model for Kohl’s stores moving forward
• Utilized the Wooden Horse University program to develop sales and consulting team
• Immediately increased sales and improved employee morale
• Selected by the regional vice president at Kohl’s to serve as the executive manager with focus on personnel programs and HR operations
• Repeat winner of academic awards and scholarships during academic career, 1989-1999