Customer Service Manager
Resume:
IDALME VIERA
HIALEAH, FL. *****
*******@*****.***
OBJECTIVE:
Seeking a position that is challenging and rewarding, where I can utilize my experience and education, enhance my
knowledge, and increase my potential to assume greater responsibilities.
EMPLOYMENT EXPERIENCE:
Charlotte Russe- Florida
Aug 10- present
Co- Manager (held a 2yr store manager position and transferred as a lateral move to a higher volume store)
• Recruit, hire, Train, supervise and motivate sales over 20+ staff members
• Employee relations issues/process payroll/ new hire paperwork
• Responsible for achieving budgeted sales, margins and managing all expenses within predetermined budget criteria
• Assists in the management of and continuous monitoring of actual expenditures to be within budget.
• Resolve customer service / satisfaction concerns
• Responsible for physical inventory accuracy
• Responsible for implementing training program and follow up
• Responsible for staff performance evaluations and corrective actions
• Resolve scheduling/staffing issues and assist in developing weekly work schedules with meal and break periods.
• Ensures Company merchandise presentation directives and standards are met.
• Assists in reviewing replenishment schedules and execution to ensure Company in-stock goals are maintained
.
American Eagle Outfitters-11401 Pines Blvd Pembroke Pines, Fl.
Sept 07- April 10
Co-Manager Ops/HR Manager:
• Ensures customer service, merchandising, operational, safety, and security standards are met.
• Recruit, Train, supervise and motivate sales over 30+ staff members
• Employee relations issues/process payroll
Goal setting, follow up and feedback
• Responsible for achieving budgeted sales, margins and managing all expenses within predetermined budget criteria
• Assists in the management of and continuous monitoring of actual expenditures to be within budget.
• Resolve customer service / satisfaction concerns
• Responsible for physical inventory accuracy
• Assist with selling, cashiering, and stocking when necessary.
• Participate in sales / stock associate performance evaluations.
• Resolve scheduling/staffing issues and assist in developing weekly work schedules with meal and break periods.
• Ensures Company merchandise presentation directives and standards are met while merchandising incoming freight
and replenishing the sales floor.
• Assists in reviewing replenishment schedules and execution to ensure Company in-stock goals are maintained.
Gap Inc.-Connecticut.
Aug 96- Sept 07
Co-Manager Ops/Hr Manager:
• Operational manager in charge of HR, training, merchandising and Payroll
• Recruit, Train, supervise and motivate sales over 30 staff members.
• Planned, mapped, and executed new merchandise in a timely manner utilizing the company visual tools.
• Resolve customer service / satisfaction concerns.
• manages the hiring and interviewing process to maintain the proper staffing levels to match the workload.
• Held Store Manager positions 3 times with the company and acted a 4th time.(all were lateral moves)
EDUCATION:
Miami Dade Community College, Florida
Housatonic Community College, Connecticut
• Associate in Science degrees in progress (Business Administration, HR and Accounting GPA 3.75)
KEY SKILLS:
Computer literate in Microsoft Office, Word, Excel, Power point, Excellent Communication skills, Self-starter,
Motivator, Dependable, Team player,Supervisor,Merchandiser,Cash Control, and Bilingual (English/Spanish).
ACCOMPLISHMENTS: Reduced shrink % from 5.11 to 3.4 at American Eagle. Achieved a very good score of 153
for Loss prevention score out of an excellent of 160(never seen in the previous 3 years). Converted customers to
shop up to the 24%conversion (company goal from previous year of 18%). At Charlotte Russe scored a passing
audit score since the last 3 years and also increased the secret shops scores every month since I started to passing
scores above an 80%.
At the Gap I put Operational programs and best practices in place to reduce shrink in two store locations. Trained two
assistant managers that were promoted to their own store locations. Met hiring goals for back to school and holiday
every year. Recruited great talent to enhance the business and customer loyalty in all the locations I worked for
Contact this candidate