Customer Service Manager

Lisa E. Stroman

San Jose, Ca *****

Home: 408-***-****; Cell: 408-***-****; e-mail: *********@*******.***

PROFESSIONAL SUMMARY

Customer service professional with several years of experience in customer-

facing and administrative roles in retail businesses, including Human

Resource administration.

EDUCATION

Powleson Business Institute, Syracuse, New York

Associate Degree, Occupational Studies, May 1982

Major: Fashion Merchandising Management

GPA 3.8

Heald College, Milpitas, California, July 2007

Microsoft Office Training

GPA 4.0 Dean's List 3 of 3 quarters with perfect attendance recognition

Demonstrated skills in the following disciplines:

Microsoft Office (Excel, Word, Access, Publisher, and PowerPoint)

Employee Relations

Basic Accounting

Payroll

Forecasting/Budgeting

Interview techniques, sourcing, hiring, and retaining employees

Training and development

Decision making/ problem solving

EXPERIENCE

Customer Service Administrator, Swanson Ford, Inc., Los Gatos, CA -- June

1998 to April 2006

Performed customer service administrative functions for a $150M Northern

California automobile dealership. Managed direct customer transactions,

clerical tasks, phone inquires and contacts, scheduling of all service

appointments, e-mail inquires and accounts receivables. Held responsibility

for reconciling daily cash deposits, store openings and closings, and

generation of cash reports.

Department Manager, Wal-Mart Stores Inc., San Jose, CA -- November 1996 to

March 1998

Managed and maintained the cosmetics department from the store's inception.

Trained and developed personnel staff of five. Held responsibility for

sales, inventory tracking, Telxon usage markups, markdowns, comparative

shopping reports, vendor relationships, and purchase orders. Forecasted

sales 30, 60 and 90 days ahead and placed future orders of merchandise to

ensure department maintained a profit margin of 30% or better. Established

teamwork environment, enforced all corporate policies and procedures and

provided excellent customer service.

Human Resources Manager, Off Sak's 5th Avenue, Milpitas, CA -- March 1996

to November 1996

Managed the human resources function of a retail start-up with $30M in

first year sales. Recruited and trained a staff of 70. Responsible for

all personnel management and administrative functions including

recruitment, interview screening, training and development, supervision of

local and state law record compliance, scheduling and personnel record

retention, and performance review administration. Also responsible for

coordination and implementation of business events, development of job

descriptions, and the design of incentive and award programs.

Lisa E. Stroman - continued

Operations Manager, Eddie Bauer, Glendale, CA -- October 1994 to February

1996

Responsible for the management of personnel operations of a $9M store with

38 staff members. Managed recruitment, training, scheduling,

administration of performance appraisals and payroll forecasting. Ensured

compliance with all Federal and state laws related to employee safety,

hiring, and management. Developed key management staff members, directed

incentive and award programs, enforced corporate standards for employee

conduct.

Personnel Manager Walmart Stores Inc., Horseheads NY -- May 1993 to July

1994

Managed the personnel and recruitment organization for a 275-person store

from inception. Store volume $85M. Held responsibility for all personnel

management and administrative functions including recruitment and interview

screening, drug test administration, payroll, orientation training, local

and state law compliance program development, work shift scheduling, and

confidential personnel record retention. Coordinated business events and

parties. Produced special events for Wal-Mart world-wide charity

contribution committees. Administered all associate reviews and salary

actions, co-developed position descriptions, also responsible for the

overall appearance of the store.

Assistant Manager, Record Town Inc., Horseheads NY -- July 1991 to May 1993

Performed various personnel and sales roles in a $5M business. Provided

recruitment and new hire training support. Held responsibility for cash

management, internal audits and merchandising.

Accounts Payable Clerk, Artistic Greetings Inc., Elmira, NY -- September

1990 to June 1991

Maintained accounts-payable oversight of 50% of all company accounts.

Handled vendor invoices, purchase orders and warehouse inventory reports.

Processed travel expense reports and customer refunds. Handled all stop

payments and vendor inquiries. Generated all wore transfers for overseas

accounts and managed payroll processing.

Store Manager, Eastern Wearguard, Allston, MA -- February 1989 to April

1990

Managed all operations of $8M business including customer service,

telemarketing, budget control, hiring, training and development.

Reconciled monthly books, prepared weekly and monthly reports. Developed

corporate sales offering which increased corporate accounts 6 to 8 new

customers per month from a 400 customer account base.

Department Manager, Tello's, East Boston, MA -- June 1988 to February 1989

Managed a $5M Men's department, which included 26 sales associates. Total

store volume $9M. Responsible for training store personnel and completion

of performance reviews and administration of discipline, morale, and

teamwork building methods.

Store Supervisor, Duty Free Shoppers, Logan Intl. Airport, Boston, MA --

July 1985 to June 1987

Supervised$8M operation comprising 4 airport stores and 40 sales

associates. Managed all store operations, provided training in all areas

of sales support. Held government customs and ramp security clearances.

Store Supervisor, Duty Free Shoppers, JFK International Airport, NY -- July

1985 to June 1987

Store supervisor for an $8M 4-unit operation. Responsible for all areas of

training and development. Developed man-hour schedules for four profit

centers in accordance with enplanements and market share forecasts.

Responsible for tracking and distribution of all retail items involved in

daily business flow. Reduced basic stock inventory from 150 to 30 days.

Office Manger, Flah's B. Forman, DeWitt NY -- April 1984 to June 1985

Managed $10K capital fund, inventory, and customer service and accounts

payable functions. Responsible for daily bank deposits, cash reports and

audits.

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