Customer Service Manager

MARSHA SCHROCK

**** ******* *****, ******** ********, Michigan 48382

Home 248-***-**** Cellular 586-***-**** **************@*********.***

RETAIL MERCHANDISING MANAGER

CUSTOMER SERVICE . MANAGEMENT . CONSUMER MERCHANDISING . TRAINING

Diligent, Proactive Management Style ? Commitment to Product Knowledge

New Store Setups . Store Resets . Store Remodels . Category Resets .

New Item Blitzes . POS Replacement and Upgrade Product Training .

Product Reinforcement . New Product Launches . Shelf and Product

Maintenance . In-store Product Knowledge . Ongoing Promotions .

Inventory Support . Maintenance of POS Materials . Trade Show & In-

Store Demonstrations . Display Assembly * In-Store Service *Planogram

Compliance

AWARDS:

Recognition of Excellence -District Manager, 2005 and 2006

* 2006 -Recognition for lowest attrition rate in region.

* 2005 -Recognition for going above-and-beyond to support

other districts within the state.

PROFILE:

Highly regarded, proactive, knowledgeable Retail Merchandising Professional

with over thirteen years' experience in consumer merchandising, team

management and development, sales, customer service, and training. Leads

teams and districts dynamically; providing support, guidance, training, and

empowerment, as needed to succeed; consistently experiencing lowest

attrition rate state-wide. Maintained highest level of integrity within

company guidelines.

CAREER CHRONOLOGY:

Gags & Games, Inc., Livonia, MI

8/2010-11/2010

-Privately-owned company founded in 1977 and became a subsidiary of AAH

Holdings Corporation. The company specializes in a chain of Halloween and

party goods stores, namely Halloween City and Party City.

Store Manager-Halloween City

Oversaw all aspects of a $340,000 store operations location, including

store set up and tear down at the end of the season.

* Achieved store's sales plans and operating profits along with the

maintenance of expenses throughout the entire Halloween season.

* Quickly learned the concepts, and product lines that provided for a

strong foundation, and an efficient ramp up of the team and the store,

resulting in a merit raise.

* Ensured merchandise was set to company SOP while positioning product

throughout the store to maximize sales.

* Recruited, scheduled, and trained all store employees. Administered

payroll and addressed HR inquiries.

* Responsibilities included; receiving product, IT issues, cash

handling and daily reconciliation of paperwork, deposits, store

safety, loss prevention, and customer service.

READY SET SERVICE, Elk Grove Village, IL

2007 - 2009

-Privately-owned company consisting of 500 employees; specializing in

providing strategic in-store merchandising services to clients that include

some of the most successful retail chains, such as Home Depot, Advance Auto

Parts, Cabela's, Toys 'R' Us, Sears, ACE Hardware, Kohls, and others.

(Lost contract with Home Depot in 2009.)

District Manager . Team Lead

Managed district consisting 45+ service representatives driving

merchandising objectives for 12 Home Depot stores within the Midwest

region. Categories included: Lighting, Hard Line Electrical, Plumbing,

Kitchen & Bath, and Appliances.

MARSHA SCHROCK Home 248-***-**** Cellular 586-***-****

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

CAREER CHRONOLOGY: (CONTINUED - PAGE 2)

* Despite deep cultural shift and shake up in overall business model

(Home Depot contract lost by Detail Retail in 2007, and picked up by

Ready Set Service later that year) did not lose one employee during

this difficult transition stage; accomplished this goal by carefully

negotiating staff through cultural shifts, working closely to create a

cohesive, effective team-front and allowing each individual staff

member to contribute new ideas and input-creating satisfaction and buy-

in to the new business model.

* Drove meticulous accuracy and execution of enterprise-wide database

gathering and compilation of thousands of entries; inputting data

specs for future build outs and redesigns of bays (sizes, depth,

colors, beam structures, etc) for every department; enabling company

ability to quickly and cost-effectively adapt to changes; providing

critical, accurate information and analysis for future build outs, set

ups, and remodels.

* Upon hire, challenged to quickly learn new ways, products, and

processes; ambitiously researched and learned new information

providing foundation for expedient ramp up and assimilation of team.

* Empowered staff; coaxing idea contribution and bringing ideas to

management for consideration; garnering staff commitment to the

company and further improvements to enhance the overall customer

experience.

* Handled all human resources functions including recruiting, hiring,

performance evaluations, payroll, overtime, scheduling, expenses,

training, orientations, on-boarding, employee development, etc.

DETAIL AT RETAIL, Downers Grove, IL

1997-2007

-Privately-owned company consisting of 500+ employees, providing strategic

in-store merchandising services to clients that include some of the most

successful retail chains, including Home Depot. (Lost contract with Home

Depot in 2007)

District Manager

2004 - 2007

Promoted to manage district field operations consisting of 7 to 8

merchandising representatives; responsible for providing merchandising

support and solutions for 20-28 stores within the region. Categories:

Lighting, Light Bulbs, Lawn & Garden

* Developed direct, partnering relationships with over 40 represented

manufacturers; creating ability to quickly resolve customers' issues

and providing a "face" to the consumer for the manufacturing companies

* Highly regarded for consistently achieving superior results through

leadership, planning, and effective implementations.

* Built a well-trained team; generating high success rate of project

completion and client loyalty, with least amount of turnover.

* Ensured distribution, merchandising, and price-point objectives were

achieved by working with field service agents, office personnel, and

manufacturers.

Demonstrated products at contractor shows and provided in-house

demonstrations; generated creative ideas to educate consumer and build

brand excitement of manufacturer's products.

Trainer . Field Service Representative, Downers Grove, IL

1997-2004

Upon hire into this newly developed position; no guidelines, training

materials, or procedures were developed. Quickly assimilated and developed

procedure guidelines and training curriculum; preparing all training

materials as needed.

* Prepared and presented training classes to over 100 field

representatives and store personnel; training employees on

merchandising and selling techniques. Conducted training classes on

basic decorative lighting techniques to over 60 district associates;

building a stronger cross-functional sales force for clients and

consumers.

* Trained and mentored new hires on merchandising techniques and product

knowledge by preparing training discs and working hands-on with them

in the field.

* Attended/sold at trade shows for Ace Hardware and True Serve/Value;

traveling extensively.

TECHNICAL SKILLS:

Working knowledge of Microsoft Office Word, Excel, Access, Outlook,

PowerPoint

EDUCATION & PROFFESSIONAL TRAINING:

General Business Classes; Oakland Community College, Oakland County, MI

Classes on Human Resources, Leadership Skills, and Computer Training;

Detail at Retail, Downers Grove, IL

Certification on Residential and Commercial Lighting; Phillips Lighting

Company, Detroit, MI (2001)

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