Mary Restivo

Franklin Park, IL *****

ad46pv@r.postjobfree.com

773-***-****

As a supervising manager, a primary objective is to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional supervisory skills. Aiming to create a positive and productive work environment by communicating with team members, setting clear goals, monitoring performance and creating project objectives. Work Experience

Team Supervisor/ Trainer

Crate and Barrel - Remote.Illinois

March 2019 to January 2024

Team Supervisor/ Customer Service Trainer

Piloted and onboarded the acquisition of Hudson Grace, Land of Nod and Store IVR. Created training for customer service, custom furniture as well as store support.

• Enhance employee performance by conducting coaching and mentorship on meeting and exceeding key performance indicators resulting in successful performance management of 20 associates.

• Manage hiring processes by recruiting and interviewing suitably qualified candidates, resulting in successfully onboarding new associates and increasing team productivity

• Monitor my team to make sure that they meet, or exceed their KPI and quality requirements.

• Conduct monthly one on ones to make sure my team achieves those goals. During the meetings I encourage my team to think outside the box and to handle their own escalations, when possible, by providing the resources and encouragement they need to succeed.

• Conduct year-end reviews and worked with the Corporate to come up with fair merit increases for my team members based on their performance.

• Active in hiring my team members, and going over documentation.

• Providing associates with training, and making sure they are promoting our products and services that they are educated on.

• Provide payroll submission each week and work with HR for any issues that may arise. Team Lead

Crate and Barrel - Morton Grove, IL

September 2015 to March 2018

Team Lead-Crate and Barrel

Headed store project team and worked to create the first remote team. Acted as a liaison with our warehouse management and store operations team to work on making the business

• Support a team of 40 people to handle post-delivery store issues and escalations.

• Monitor their KPIs and KRAs and to make sure they followed up with customers in a timely and efficient manner.

• Monitor their quality assurance on phones and through email to make sure the tone was professional and courteous.

• Conduct monthly one on one meeting with the team

• Attended store operations meetings to make sure operations ran smoothly.

• Met with the home delivery team monthly to work on better and more efficient ways to work alongside the call center, and on the customer’s behalf.

Manager

Elements Massage - Forest Park, IL

September 2015 to March 2016

Manager-Elements Massage

Hired an excellent team of therapists. Supported a team of associates to provide personalized member service excellence promoted the sale of memberships to our customers and provided a personalized customer experience for each member.

• Manage a staff of 20 front desk associates and therapists to make sure that customer satisfaction was met.

• Conduct monthly meetings to stay abreast of business and schedule functions to go over promotions.

• Made sure that day-to-day tasks were implemented; making appointments and calling members to inform them of promotions, or membership issues.

Education

Bachelors in Business Administration

DeVry University - Chicago, IL

June 2015 to July 2017

Skills

• Talent Acquisition

• Performance Management

• Power Point

• Team development

• CCS

• Workday

• Excel

• Leadership

• Customer Service

• Training & Development

• AS400

• Team Management

• Customer service trainer

• Gladly

• Lightspeed

• Calabrio

• Google Suite

• Project leadership

• Shopify

• Customer retention

• Microsoft Office

• Employee Orientation

• Project Management

Assessments

Customer service — Proficient

February 2024

Identifying and resolving common customer issues

Full results: Proficient

Administrative assistant/receptionist — Proficient February 2024

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Retail customer service — Proficient

March 2024

Responding to customer situations in a retail setting Full results: Proficient

Managing accounts in QuickBooks — Proficient

March 2024

Using QuickBooks software to manage business financials Full results: Proficient

Supervisory skills: Motivating & assessing employees — Proficient March 2024

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Management & leadership skills: Impact & influence — Proficient March 2024

Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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