Customer Service Manager

Amy Jo Peterson ******************@*****.***

**** ******** ***** ****: 410-***-****

Jarrettsville, MD 21084 Cell: 410-***-****

PROFESSIONAL PROFILE

Results-driven Human Resources professional with extensive retail knowledge

at both the managerial and directorial levels. Experience in logistics and

various levels of store management and involvement with central

headquarters. Career diversity with recognized strengths in production,

reverse logistics, training and development, sales and direct-to-consumer

orders. Hands-on with solid reputation as energetic, caring, creative

leader and team member.

Expertise includes

Hourly and Executive Recruiting and Workforce Planning

Training

Planning and Expense Management Team Building

Leadership Development Labor and Employee Relations

PROFESSIONAL EXPERIENCE

MACY'S LOGISTICS & OPERATIONS 2006 - 2010

Regional Employment Manager 2009 - 2010

. Managed hiring for 4 distribution centers in MD, NJ, and CT supporting up

to 500 hourly associates and members of management. As part of 4 person

regional team, visited each location monthly providing all facets of

Human Resource support.

. Collaborated with each location's senior management team to develop

seasonal and specific workforce hiring plans for hourly associates to

achieve maximum efficiency.

. Proactively identified through sourcing of internal and 3rd party job

boards, talent for current and future openings and hard to fill positions

while ensuring diverse representation of talent on all executive

openings.

. Trained Hiring Managers on interviewing techniques including behavioral-

based and experience /accomplishments assessments, enabling them to

participate fully in interviewing process.

. Participated in creating and developing best practices with members of

management to achieve facility cost per carton goal.

Director, Human Resources 2007 - 2009

. Accomplished successful transitioning and hiring of 250 associates for

opening of Macy's small ticket and furniture hub in Joppa, Maryland.

Embraced and executed company programs and core values to accomplish team

goals.

. Initiated networking opportunities with 7 local agencies and colleges to

introduce facility as a new employer in market.

. Drove the new flex staffing program and set disciplines for team on

managing schedules to achieve carton per cost plan.

. Ensured the timely execution of associate recognition, performance

reviews, and disciplinary actions as required.

. Provided leadership implementing and communicating need for a safe and

healthful work environment as an active Safety committee member to

achieve zero time lost goal.

Human Resource Recruiting Manager 2006 - 2007

. Recruited and hired qualified diverse hourly and executive associates for

Miami, Florida furniture and new Portland, Tennessee direct to consumer

distribution centers to meet planned production.

. Recruited and hired 3 managers and 2 directors in 6 months in Miami to

rebuild the team to achieve operational plans.

. Reviewed over 2000 on-line applications and phone screened 500 potential

candidates inviting 80 to interview in Portland career center hiring 25

top candidates ensuring successful opening of new facility.

Amy Jo Peterson Page Two

HECHT'S 1987 - 2006

Production / Customer Service / Human Resource Management 1987 - 2006

. Accelerated my career consistently meeting or exceeding very demanding

performance expectations accepting promotions in stores, central

headquarters and distribution center sectors increasing value in my

abilities to understand, influence and improve processes as May company

bought other retailers.

. Aggressively pursued the buying organization to increase merchandise

selection to grow Bridal / China / Home business for stores and Internet

orders to increase business from distribution center.

. Directed manager to ensure timely return of monthly store merchandise

consolidations to vendor providing merchants the open to buy to replenish

new store stock to increase company sales.

. Provided leadership support during the acquisitions of Woodward &

Lothrop, Strawbridge & Clothier and Marshall Fields in the physical

movement of inventory and training of 500 transitioning and new

associates.

. Managed the customer service call center for furniture and carpet

delivery and installation. Provided training to hundreds of associates

on proper handling of customer complaints.

. Hired qualified selling associates for large volume stores in Washington,

DC, Annapolis and Montgomery Mall, Maryland ensuring customer service

levels could be achieved at each location.

EDUCATION

. BS, Communications, Salisbury University, Salisbury, MD

SKILLS

Kronos Peoplesoft Taleo Lotus Notes Word and PowerPoint

PROFESSIONAL DEVELOPMENT

Lew Workshops Six Sigma Greenbelt

DiSC Love'm or Lose'm

Selecting the Best Candidate Diversity in the Workplace

Responsibility Based Performance Investigation to Decision

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