Customer Service Manager

Tammy Rafferty

** **** *** **, **** Stevens, Washington 98258 (425) 334-

**** **************@*****.***

Manager - Retail Operations

Budgets / Customer Relations / Crisis Management / Merchandising /

Productivity Improvement

Plan-o-grams / Vendor Relations / Advertising / Training / Turnarounds /

Employee Relations

I am a skilled retail operations manager with a history of success in

consumer products environments. By developing and implementing innovative

strategies, I've enhanced operations, reduced costs, and driven sales

increases. Implementing training for internal teams to enhance customer

service is a hallmark of my career.

My ability to be comfortable working in a high pressured, fast-paced

environment has allowed me to work closely with a highly diverse customer

base while developing and mentoring strong working teams. I have

consistently ensured compliance with product quality, sanitation, safety,

and security requirements. My key skills include:

. Training and motivating high performance teams

. Enhancing customer service to drive repeat business

. Creating programs to turnaround store operations

. Planning and merchandising store lay-outs

I am known as a skilled negotiator and mediator able to get the best out of

staff under the most challenging situations. My peers respect me for skills

in problem solving, ability to work alone or part of a team, and drive to

get things done quickly. My MS, Psychology and BS, Criminal Justice

Administration are from University of Phoenix.

Selected Accomplishments

Developed personal shopper program. A Fred Meyer customer, confined to a

wheelchair needed assistance with their Christmas shopping. Recognized need

and became personal shopper to aid customer with shopping, checkout, and

loading of her car. Efforts recognized by management and adopted area-wide.

Created staff training program. The customer service desk staff had

unhelpful attitudes and was hesitant to seek assistance with customers

returns due to poor experience with management. Implemented personnel

training demonstrating proper customer service technique improving staff

attitudes as well as service.

Retrained staff to address insubordination. An associate at Fred Meyers

become increasingly insubordinate, refusing to perform assigned tasks and

became abusive and aggressive. Worked directly with associate to educate

her in proper behavior, consequences of her actions, while creating

improved communications and understanding.

Built top performing team. Challenged by Fred Meyer train all new hires.

Developed and implemented program to instruct staff on computer systems,

communications, customer relations policies, and work with store

buyers/planners. In XXX weeks new associates were taking personal

responsibility and pride in their performance.

Drive store turnaround. Premiere Dry cleaning had not shown a profit in six

months. Evaluated situation and developed resolution strategy. Discovered

accounting discrepancies, re-designed advertising, right-sized staff, and

revitalized physical plant. Within a month and a half, store was breaking

even and turning a profit in three months.

Career History

Apparel Relief Assistant Manager, Fred Meyer/Kroger, 2002 to Present.

Responsible for store operations including opening, closing, re-

merchandising, and teaming with buyers/planners, Direct customer service,

inventory and price integrity, plan-o-grams, and marketing. Manage 20

staff, training, and resolving customer complaints.

Earlier: Manager, Premiere Dry Cleaners. Chef, Lake Stevens School District

Outside: I am active in my community volunteering for both school and civic

events. I also enjoy camping, traveling, gardening, quilting, knitting,

crocheting, home remodeling, and spending time with my extended family.

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