Sales Customer Service
Resume:
Jenofa I. Mercer
West Orange, New Jersey 07052
******@*******.***
OBJECTIVE
To secure a position that leverages my diversified work experience and
strong capacity to manage projects, as well as collaborate with cross-
functional teams.
EXPERIENCE
COLE HAAN INC. (Fully owned by NIKE INC.), New York, NY 2007 -
Present
Sales Associate
. Achieve/Exceed personal sales goals and performance metrics while
working as a team member to contribute to the overall stores total
revenue goals.
. Provide a world class shopping experience by connecting with customers
through meeting and anticipating their needs.
. Support the store management team in the achievement of all financial
and operational objectives with regards to expense control and loss
prevention standards.
. Maintain the appearance of the selling floor; restock and merchandise
according to Cole Haan standards and company directives.
. Maintain visual merchandising standards consistent with company brand
strategies.
. Partner with management team on the implementation of monthly visual
directives.
. Contribute to positive employee relations through effective
communication, teamwork and partnership with co-worker and the
management team.
TIFFANY & COMPANY, New York, NY 1996 - 2010
Senior Analyst, Merchandising - Category Management (2006 - 2010)
. Maintain the product assortments within the Assortment Planning
Application and Product Management Application for all Direct Marketing &
Ecommerce websites (US & International).
. Coordinate the copy approvals for Ecommerce and catalogs, as well as
catalog trafficking and distribution reviews.
. Managed stock via information distribution by utilizing backorder reports
and Product Management Application reports to communicate inventory needs
to the various groups.
. Exercised cross functional communications including, but not limited to
Ecommerce, Worldwide Catalogs, Marketing (Advertising & Creative) groups
and photography meeting representation.
. Support the development process of magazine campaigns, including
merchandise selection, sample transfers for photography, credit approval
and completion of Assortment Strategy Chart.
. Coordinate approval for all copy and prices for newspaper and magazine
insertions and ensure products featured are in line with Merchandising
strategies.
Assistant Manager, Product Development (2005 - 2006)
. Managed product development projects from inception to completion and
product launch within gift accessories, watches, fashion & fine jewelry.
Participated in the successful launch of Tiffany Grand watches, as well
as the launch of the Frank Gehry Designer Jewelry Collections.
. Created and maintained accurate project tracking documents including
management of marketing and press preview events, and conferences
requiring sample borrowing across various merchandise categories.
. Managed the communication with domestic and international vendors
involving specifications, manufacturing techniques and all aspects of new
product development.
. Collaborated with cross-functional teams within Merchandising for input,
direction and expertise on projects including members of Design, Channel
Category Management and Quality Assurance.
. Received, organized and coordinated quality assurance inspections on
incoming product samples from vendors.
. Managed project expenses and established strategies to maintain within
approved departmental budget.
Jenofa I. Mercer
(Page 2 of 3)
Analyst, Replenishment Planning (2003 - 2004)
. Analyzed sales through downloads to develop and maintain models for all
Retail Locations to achieve sales plans, support local level assortments,
as well as operational and customer service goals.
. Verified and approved merchandise allocation of the Automatic Stock
Replenishment System and made necessary adjustments to merchandise
distribution.
. Initiated the fulfillment of backorders Direct Marketing/E-Commerce and
Tiffany For Business customer base through stock rebalance and re-
allocations.
. Executed the replenishment strategy for new stores and store renovations,
while continually making optimum use of the company's inventory
. Collaborated with Channel Category Management on decreasing or enhancing
merchandise assortments within the Retail Locations.
. Monitored sales trends and inventory issues for Tabletop Departments.
Communicated issues with counterparts in Demand Planning and Channel
Category Management.
. Reviewed and processed sold/stock requests from branches and communicate
reserve information. Monitored progress of these transactions and
troubleshoot any problems that occur.
Supervisor, International Sales Service (1998 - 2003)
Coordinator, International Sales Service (1997 - 1998)
. Coordinated the workflow for six International Sales Service
Representatives and one Coordinator.
. Ensured all tasks, orders, credits and other issues are resolved with
communication back to accounts and stores.
. Established shipping schedules, monitor dollar levels of orders in-house
in comparison to sales plans.
. Monitored and coordinated month end reconciliation with Sales Audit.
. Communicated with all interacting departments within the company to
achieve workflow and shipment goals.
. Coordinated all International Store Opening Events, Museum Exhibitions,
as well as help prepare Carnets for the Traveling Collections.
. Updated and created reference guides for Third Party Accounts.
. Reviewed and responded to incoming facsimile transmissions and e-mail.
. Managed the invoice preparation and transportation notification for
international shipments, as well as review any letter of credit
requirement with the Treasury Department.
. Analyzed various reports and research systems issues, findings and
resolutions.
. Collaborated with Information Technology on system enhancements and
testing.
. Assisted Director in yearly Strategic Planning and execute Project Plans
for the department.
. Performed monthly Business Reviews detailing department activity for
Management.
. Interviewed and trained new personnel for staff positions.
Customer Support Representative, Business Recognition Service (1996 - 1997)
. Provided first level telephone customer support leading to expedient
problem solution.
. Assisted in the investigation and settlement of shipment delays and
discrepancies.
. Utilized AS/400 to verify and process orders.
. Created customer order forms for Service Recognition and Incentive
Programs.
. Communicated with all interacting departments to achieve shipment goals.
. Performed diverse administrative and office support functions.
. Interfaced with Program Administration, Strategic Sales Support, Business
Sales, Order Support and Distribution.
DONNA KARAN COMPANY, Carlstadt, NJ 1993 - 1996
International Logistics Supervisor, Exports (1995 - 1996)
Coordinator, Exports (1993 - 1995)
. Traveled to Hong Kong and Canada to implement new factory routing
instructions.
. Researched shipments held by International Customs and coordinated the
provision of necessary documentation for customs clearance.
. Communicated with accounts and distribution centers to resolve special
problems including consolidations, lost documents and freight forwarder
problems.
Jenofa I. Mercer
(Page 3 of 3)
. Reviewed, analyzed and monitored Letters of Credit and all shipping
reports affecting international distribution centers; monitored and
coordinated month end closing procedures for all international
distribution centers.
. Communicated with Commerce Departments and overseas offices to obtain
customs regulations on new countries of potential accounts, import duty
rates, and value added taxes; researched new commodity shipping
regulations.
. Notified foreign distribution centers of all new accounts and forwarders
to be used where applicable.
. Liaised with Production and Merchandising Departments to ensure timely
shipping, delivery and distribution of merchandise.
. Provided the Far East, European and South American vendors with
international routing instructions and quota analysis reports.
. Conducted annual performance reviews of staff, recommended promotions,
salary increases and terminations.
. Prepared export documentation to Holland, Japan, Middle East and Canada.
. Coordinated and scheduled export shipments on a daily basis.
. Interfaced with Inventory Control, Allocations and International Customer
Service Departments.
. Prepared export documentation, coordinated drop shipments and Carnet's
for Exhibitions.
. Scheduled pick up arrangements with freight forwarder and followed up on
flight details.
. Presented Letter of Credit documents to the Accounts Receivable
Department for collection.
LERNER NEW YORK (Division of the Limited, Inc.), Union City, NJ 1990 -
1993
Store Manager (Store 599/Store 70)
. Supervised and directed daily operational activities of mid-level
managers and twelve sales associate staff.
. Scheduled and coordinated staff assignments within budget guidelines.
. Conducted annual performance reviews of staff and recommended promotions,
salary increases and terminations.
. Interacted with District and Regional Managers; communicated merchandise
inventory, stock returns, sales objectives and projections.
. Responsible for creating and executing corporate floor sets.
. Maintained store at 100% Stock Purchase Plan.
. Organized sales promotions and contests to motivate and increase staff
sales and productivity levels.
. Reduced shrink by 4% at this $12M Store.
. Recruited, interviewed and trained new personnel for staff positions.
EDUCATION
FASHION INSTITUTE OF TECHNOLOGY - S.U.N.Y., New York, NY
Bachelor of Science in International Trade & Marketing
Associate of Science in Fashion Buying & Merchandising
SKILLS
. A self-starter, able to effectively manage multiple projects
concurrently.
. Excellent analytical, written and verbal communication skills.
. Strong aptitude for personal computer systems, including spreadsheets.
Experience with Microsoft Word, Excel, AS/400, JD Edwards, and ATA
Carnet.
. Ability to work independently or in a team environment with strong
problem solving, project management, and customer service.
. Fluent in Spanish and English.
DISTINCTION
Supervised three direct reports who, in years 2000, 2001 and 2003, have won
Tiffany & Company's prestigious Louis Comfort Tiffany Award.
Contact this candidate