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Customer Service Sales

Location:
Hawthorne, NJ
Posted:
February 05, 2014

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Resume:

laura j. montanino

east Islip, new York *****

Tel. 631-***-**** Email: acci3u@r.postjobfree.com

Profile

Dynamic, Versatile professional with a diverse background in retail, as an

Operations Assistant Store Manager. Demonstrated strength in planning and

time management, with excellent multi-tasking skills. Proven ability to

achieve desired results through LEADERSHIP and effective communication.

Background

The Home Depot (THD) Operations Assistant Store

Manager

(4/1994-8/2013)

Responsible for driving sales, customer service, associate development,

store profitability, in-stock and store appearance for a $ 36M- $98M/Yr.

big box retailer. Executed processes, solved problems and developed

leaders.

SALES - Increased sales by $3M over prior year. Partnered with store

manager to develop strategies to drive sales and profitability.

Conducted periodic reviews of the store's P&L and monitored

operational expenses.

OPERATIONS - In conjunction with management team, oversaw all areas

; back end, front end, inventory management and back office while

acting as Manager on Duty. Utilized OAM Planner and Playbook to

inspect operational areas. Responsible for a team that placed in the

top three during Cashier Olympics consecutively in 2010 and 2011.

. INVENTORY MANAGEMENT - Ensured that supervisors and inventory

specialists understood relationships between on-hand, average weekly

sales and target effective inventory.

. CUSTOMER SERVICE - Managed activities and associate performance,

which optimized sales performance, profitability and customer

satisfaction. Ensured that associates were properly trained to provide

excellent customer service.

PROFITABILITY - Exceeded store-controlled operating profit (SCOP)

HTD by 13% over district plan of 7.0%. Drove profitability through

expense management, shrink mitigation, and overall operational

efficiency in all areas of the store.

SAFETY STANDARDS/ENVIRONMENTALCOMPLIANCE - Executed the company's

Handling Hazardous Material, Recycling, and Environmental programs.

Managed overall claims process for workman's compensation/ liability.

Succeeded in reducing claims by 68% vs. previous year - 2012.

CORE PROGRAMS/STRATEGIES - Executed to improve customer service, in-

stock and store appearance. Reviewed store shrink performance and

drove shrink mitigation programs.

STAFF MEETINGS - arranged to address shrink mitigation events and

assign action items.

Porta Systems Corp. Key

accounts manager

Syosset, NY (1/1989-2/1992)

. CUSTOMER SUPPORT - prepared quotations, answered sales-related

inquiries, change orders and return authorizations.

. SALES ORDER ENTRY/TRACKING - entered sales orders and followed the

ordering process, coordinating the efforts of various departments and

vendors to meet milestones, resulting in timely invoicing and higher

levels of customer satisfaction.

. FINANCIAL TRACKING/REPORTING - insured obligations were met with

regard to invoicing and collection, and reported on overall

financial status.

Macys

Shoe Salon Sales Associate

Huntington, NY (1989-1991)

. SALES- Commission vs. draw. Recognized for having a perfect score

during a secret shop conducted to evaluate the success of a sales

program. pairs of shoes were automatically brought to a customer.

. REGISTER - Responsible for sales, returns, send sale items and

opening credit accounts.

. CUSTOMER SERVICE - Built a customer base and provided excellent

service by gathering and maintaining information and keeping

customers advised of in-store services and special events.

Chateau la Mer

Waitress

Lindenhurst, NY (1986 -1989)

. CUSTOMER SERVICE- Provided outstanding customer service in a

pleasant and friendly environment. Familiar with menu selections

and specials. Adept at presenting the information in a manner

which ensured customer satisfaction. Garadon cooking as required

for specific entrees.

SOFTWARE

. OAM Planner and Playbook

. First, First Phone, First for Checkout

. P&L Toolbox

. Microsoft Office

Education & Training

. Home Depot Operations Assistant Manager Training - SSC NJ

. Seminars in Women in Leadership - New Jersey

Awards

. Cashier Olympics - 1st place 2011 for the NY region - competed in

St. Louis

. Cashier Olympics - 3rd place 2010 (competed with 4districts - 25

stores)

. P & L- for the district took home the gold cup January 2013

. EPP - Protection Plan Sales Awards 1st place in the district

2012/2011

. Loss Prevention Award - Monthly award for deterring theft December

1999

. Customer Service Award - Pacific Bell 1991 received in California



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