Customer Service Manager
Resume:
SUZETTE WEBB
Lancaster, CA 93535
abg5kk@r.postjobfree.com
[pic]
PROFOUND ASSISTANT RETAIL MANAGER
. Big box-experienced Assistant Store Manager whose 18-year career in
sales and merchandising has been distinguished by accelerated
performance, awards (including being named SEARS' Southern CA
"Department Manager of the Year" in 1984) and goal-surpassing
performance-to-plan.
. Successful in both startup and turnaround management roles -- have
propelled retail stores to #1 in sales and customer satisfaction
district-wide while simultaneously lowering shrink and staff turnover to
all-time lows.
. Comprehensive background leading all aspects of retail operations (e.g.,
P&L, merchandising, sales, customer service, inventory, personnel and
payroll management) and extensive retail management training.
[pic]
KEY SKILLS
. Retails Store Operations
. P&L Management
. Budgeting & Cost Controls
. Shrink Reduction/Loss Control
. Customer Service Excellence
. Teambuilding/Training/Supervision
. Inventory Management
. Merchandising Strategies
[pic]
WORK EXPERIENCE
[pic]
CATHERINES PLUS SIZES -- Palmdale, CA
Leading discount retailer for full-figured women in the U.S.
Assistant Store Manager, 2000 to Present
Promoted to oversee startup and daily operations for new store in Palmdale
following superior-rated performance as Assistant Manager in the #2-ranked
store in Los Angeles. Manage a $38M independent boutique, 10-employee, big-
box location; direct all departments (hard lines and soft lines); enforce
sound merchandising and loss control strategies; execute corporate
programs, promotions and policies; and drive optimal customer satisfaction,
associate productivity and P&L results.
Key Results:
. Led startup and grand opening of new department store. Exceeded sales
and profit goals by up to 8% and 12%, respectively, from first year of
opening and in each ensuing year
. Elevated Palmdale store to #1 in sales (2008) out of 58 locations in the
region, setting new area year-end sales record of $38M
. Tied for first place among 58 stores for lowest shrink in region in 2008
and earned #1 ranking in this category among 50 stores in 2007
. Launched award-winning loss prevention programs that proved so successful
in deterring theft that they were adopted company-wide
. Awarded "Store Manager of the Year" (2008) for Southern CA region as a
result of superior sales, profit and customer satisfaction results
. Excelled in building and motivating management and hourly teams.
Developed many entry-level associates to leadership positions and quickly
became one of the primary trainers of new store managers across the
district.
. Recognized for key role in elevating Los Angeles store to achieve #1
sales ranking (out of 22 locations) district-wide in 2006
MACY'S DEPARTMENT STORE -- Northridge, CA
Assistant Store Manager, Children's Department, 1995 - 1998
Advanced through promotions to become Assistant Store Manager of $27M
location with 150+ employees. Handled, oversee, and managed day-to-day
processes; maintained operational and fiscal leadership and national
presentation/service standards in the Children's apparel department.
Responsibilities:
. Adequate knowledge regarding the relation of retail sales and service
operations with the essence of marketing and sales support; provided
necessary control and due management regarding economic transition
including cash flow with seasonal budget operations
. Experience in imparted training and development; motivated and instigated
employees to do work efficiently; liable for recruiting and training
newly appointed personnel
J&S WAREHOUSE -- Glendale, CA
Accounts Payable/Receivable (Payroll), (Glendale Brake Supply), 1990 to
1991
Promoted to oversee and manage activities in accounts payable and
receivable; handled tasks generating financial reports, timely payments and
dealer invoices, credit memos and purchase orders as well as maintenance
and completion of general ledgers.
Responsibilities:
. Tracked budget, prepared expense and training reports and maintained
lending library
. Managed the accurate and timely processing of up to 20,000 invoices ($1M)
per month
. Consistently maintained accuracy in calculating figures and amounts such
as discounts, interest, commissions, proportions and percentages
. Facilitated "no-fault" internal and external audits as a result of sound
recordkeeping and thorough documentation
. Assisted customers with purchase depending on wants and needs and trained
customers and employees on product usage
. Prepared and distributed correspondence, distributed incoming and
outgoing mail and faxes
. Handled data entry and general ledger work as well as bookkeeping and
general clerical tasks
J&S WAREHOUSE -- Glendale, CA
Automotive Warranty and Parts Distributor, 1990
Responsible for sales of automotive replacement parts, accessories, and
chemicals to warehouse distributors including automotive, tool and
equipment, grocery, hardware, and marine
Responsibilities:
. Responsible for stocking recommendations, which improved inventory
control
. Executed national and regional promotions on all levels of distribution
. Designed and implemented inventory shortage and handling methods
. Coordinated with manufacturer's warranty representatives to help resolve
customer issues
. Processed and recorded any claims for warranty and insurance and repaired
or changed the part in accordance with company policy - resolving all
discrepancies in charge back
. Assisted technicians with any questions regarding claims
. Regulated safety requirements of workstation in accordance with OSHA
standards
. Prepared all records needed by the manufacturer and distributor to verify
claims
. Collected all warranty claim parts to be shipped back to the manufacturer
and prepare necessary paperwork for the same
. Streamlined warranty receivable and obtained payment for the same
. Prepared paperwork for warranty parts, repair order number and the date
in which old part was replaced
SEAR'S DEPARTMENT STORE - Northridge, CA
Retail Assistant, Men's Department, 1984 - 1989
Responsibilities:
. Provided courteous and quality service to customers; presented a
welcoming atmosphere - greeted customers, attended to needs and built a
loyal customer base
. Presented a clean and professional appearance and maintained a friendly,
cheerful and courteous demeanor at all times
. Maintained general appearance of store through sizing, stocking,
organization of back stock, and general housekeeping; maintained a neat,
orderly and stylized display of current model fashions
. Enthusiastic, motivated individual - contributed to morale of personnel
in services operation and retail sales
. Gained experience in imparted training and development; motivated and
instigated employees to do work efficiently; liable for recruiting and
training newly appointed personnel
[pic]
EDUCATION
[pic]
Pacoima Skills Center -- Pacoima, CA
Vocational Training, 1986
Banking: Completed 24-week financial management training program at Pacoima
Skills Center (1986). Highlights of topics covered:
. Customer Service
. Leadership and Supervision
. Scheduling and Payroll
. Spreadsheets & Accounting Reports
. Records Organization and Management
. Journal Entries and General Ledger
. Teambuilding and Staff Supervision
[pic]
TECHNOLOGY PROFICIENCIES
[pic]
Computers: MS Office (Word, Excel, PowerPoint); POS & Inventory Systems
[pic]
REFERENCES
[pic]
Available upon request
[pic]
Contact this candidate