Customer Service Manager
Resume:
To Whom I t May Concern:
My name is Kate Elizabeth Rawson, and I am currently seeking a Management position that will allow
me to provide an advanced caliber of client service satisfaction while enhancing company and associate
support and improving overall business performance.
My experience within the Retail and Hospitality industries has been invaluable on many levels, and I
believe that said experience has given me an outstanding foundation on which to grow. When
addressing work responsibilities, I take action utilizing skills in creativity, organization and planning
to see projects to their full potential. I find it rewarding to resolve obstacles and challenges by problem
solving. With ease, I establish and maintain relationships with clients and colleagues; building upon
t his skill ensures greater quality of work and productivity. While recognizing that teamwork is a vital
part of a productive organization, I am comfortable assuming both leadership and supportive positions
w ithin a team framework. I have an extensive working knowledge of office and retail processes, am
p roficient in all Microsoft applications, and am eager to learn any other systems that are required of
t he position. These skills, among others, are most importantly enhanced by my strengths in
i nterpersonal and professional communications.
I eagerly await the challenges within your establishment. Knowing and managing products,
encouraging a productive approach to teamwork, balancing the completion of daily tasks and t imelines
w hile exceeding client needs - all while maintaining a professional edge - are among the traits I bring
w hich can conquer such a demanding environment. I am greatly excited about the possibility of
i ntertwining my skills with your professional opportunities, and look forward to scheduling an
i nterview to discuss this further. Thank you for any consideration in this matter.
Sincerely,
Kate Elizabeth Rawson
K ATE EL IZABET H RAWSON
4002 Alberta St. Cell: 573-***-****
Longview, TX 75605 ********@*****.***
D edicated customer service manager w ith 4+ years of experience i n large-scale retail
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and hospitality service settings. Consistently achieve outstanding customer satisfaction rankings,
i mprovements to overall fiscal sales and tu rnaround of underperforming operations.
R espected builder and leader of customer-focused teams ; instill a shared, enthusiastic
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commitment to customer service as a key driver of company goal attainment. Lead by example and
ensure the execution of all safety, security, quality and respective operations policies.
A reas of Expertise
Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training
Complaint Handling & Resolution F ront-End Supervision Cost-Reduction Strategies
Retail Operations Management Sales & Margin Improvement Order Fulfillment
P rofessional Experience
COST PLUS WORLD MARKET 8/2009 to Present
Store Supervisor, Shreveport, LA 1/11 to present
Store Supervisor, Sterling, VA 10/09 to 01/11
Beverage Depa rtment Head, 8/09 to 10/09
• P romoted to a management team position to train and supervise 15+ associates and
department heads
• Led store management team in all areas of profitability during a six-month t ime span
w ithout direct guidance from an in-store General Manager
• Enhanced monthly Internal Audit scores by 48% within a two month period
• Act as Manager on Duty for all scheduled shifts
• P repare store for quarterly inventory process with structured product counts and accurate
department volume detail
• M aintain monthly departmental budgets while expanding respective department sales by
14%
• D rive weekly sales goals through the ownership of company membership programs and
credit card applications
• Monitor and address Point of Sale procedures as directed by applicable standards and
partnerships with distributors
• Guide potential employees through the interview process; provide orientation and training
for newly hired associates
• Consistent coaching and leadership of staff to provide support and drive professional
ownership of each associate
• I mplement visual schematics as delegated by corporate designated standards to improve
continued customer interest
• Foster an environment in which customers enjoy high levels of service and employees are
motivated to deliver top performance
• M anage front-end operations to ensure friendly and efficient t ransactions at checkout
H ILTON ST. LOUIS AIRPORT (LM SERVICES, Inc.) St. Louis, MO 3/2007 to 3/2009
Food and Beverage Outlets Supervisor, 9/08 to 3/09
F ront Desk Supervisor, 7/07 to 9/08
F ront Desk Associate, 3/07 to 7/07
• H ighlighted in the May 2008 issue of Concierge Preferred Magazine
• Advanced to increasingly responsible positions, culminating in management team roles
w ith departmental oversights for a 400-room luxury hotel.
• Supported corporate brand standards and visions through implementation of program goals
and proper training of employees
• Designed weekly shift schedules for all departmental employees; Regulated attendance and
performance while maintaining allocated personnel budget
• Routinely applied outside-the-box problem solving strategies to both initiate preventive
measures and conduct necessary guest assistance in an expedited manner
• P rioritized needs and functions of each outlet prior to their respective renovations to ensure
continued seamless performance
• Supervised a variety of shifts and employees through a team approach with emphasis on
guest relations and quality guest experiences
• Daily organization of multi-faceted accommodations to allow for high quality services for
guests during multi-phase renovation of entire property
• Monitored guest assistance and distributed Honors programs information; utilized a
variety of computer systems to coordinate amenities afforded to guests
• Coordinated and implemented communications with appropriate departments regarding all
facets of services
• Completed monetary transactions to maintain correct customer account balances
F LO, Inc. St. Peters, MO 4/2006 to 3/2007
Retail Specialist
• M anaged and maintained entire boutique during each assigned shift
• P repared and completed end-of-shift deposits and finances
• Documented bi-monthly stock shipments and maintained quarterly inventory
• P rovided customer base with discreet, professional information and service
A lden B. Dow Creativity Center Midland, MI Summer 2000 to 2006
I n te rn, I n te rnational Conference on Creativity
• E nhanced conference experience through planning, support and
service applied directly to presenters and participants
• Designed informational mailings for pre-conference and registration
d istribution
• C reated and produced materials needed for lectures and keynote
events
• O rganized and maintained schedule of conference activities
E ducation and T raining
Columbia College Columbia, MO 2009 to Present
Bachelor of Science in Business Administration
• A nticipated graduation date: Spring 2012
Northern States Conservation Center St. Paul, MN 2008 to Present
P rofessional Certificate in M useum Collections Ca re
• A nticipated completion date: Fall 2011
St. Louis Community College-Meramec St. Louis, MO 2005-2007
• Began higher education in leadership management and communications
• Specific studies included Media Literacy; Communication Theory in Diverse Communities;
Data & Spreadsheet Analysis
R E FERENCES
A lanna Lewis
Supervisor, Cost Plus World Market
7071 Youree Dr.
Shreveport, LA 71105
C indi Smith
General Manager, Cost Plus World Market
12993 Fair Lakes Parkway
Fairfax, VA 22033
Beth Queer
Human Resources Manager, Doubletree Collinsville
1000 Eastport Plaza Dr.
Collinsville, I L 62234
D r. Grover B. Proctor, Jr.
P resident, The Proctor Agency L LC
912 Warren Ave.
Cary, NC 27511
Contact this candidate