Customer Service Sales

Marci P. Mattes

*** ****** ****, ************, ** 19426

Home: 610-***-**** . Cell 610-***-**** . e-mail: *******@*******.***

Objective

Improve the bottom line by applying and expanding my related talents,

skills and experience in a Purchasing or Customer Service management role.

Summary

Dedicated to delivering high quality, attentive, and detail oriented

service while being committed to continuous process as well as self

improvements. Require minimal guidance and able to productively work

independently or in collaboration with a team. Possess strong management

and customer service experience, vendor relationship and negotiating

skills, success in developing business concepts, and the ability to manage

complex tasks. Abel to analyze situational details, apply corporate goals

and determine best course of action for all stakeholders.

Professional Experience

Walgreens

Limerick, PA

Assistant Manager, May 2009 - June 2010

Trained and managed crew of 10-15 in a new store location. Conducted crew

meetings and directed crew activities to meet daily goals. Perform analysis

of sales and shrink reports to identify areas of opportunity for increasing

profits. Responsible for daily cash audits, reconciliation, and reporting.

Reviewed and assisted weekly inventory scans and resets based on prescribed

floor plans. Trained to assist in both pharmacy and photo departments.

Maintained merchandising material and office supply inventory levels.

Played customer role in customer service training video filmed at this

location and distributed to numerous Walgreens locations.

M3W Group, Inc.

Pottstown PA

Owner, October 2005 - November 2008

Conducted industry analysis and purchased two Vitamin/Nutritional

Supplement/Natural Health Care products websites in 2005. These sites had a

strong opportunity for growth through expansion of product line, site

redesign, improved customer service, and marketing. During the first two

years of operation approximately 7,000 items were sourced and added to the

main store. Due to 200%+ growth, during the second year of operation the

business moved into a larger warehouse where customer service and warehouse

staffs were hired. Overall revenue grew from an annualized rate of $685K in

2005 to approximately $3MM in 2008. Having achieved the goals established

for this business, it was sold in November of 2008.

My primary responsibilities included:

. Customer Service department. Developed standardized operating procedures

for typical customer inquiries via e-mail and phone. Also established

processes for managing various order fulfillment issues.

. Purchasing department. Responsibilities included all product purchasing

decisions as well as analyzing sales and purchasing requirements to

determine cost effective levels for stocked inventory. Established ongoing

relationships and negotiated pricing with more than 24 vendors and

manufacturers. Decreased resale inventory cost by increasing wholesale

discounts an average of 4% across all vendors and manufacturers.

. Warehouse operations. Developed complex, but easily implemented,

solutions for Just-In-Time inventory allocation issues in a rapid paced

environment.

. Personnel Management. Interviewed, hired, and managed customer service

staff. Assisted with interviews and hiring of warehouse staff. Conducted

employee reviews.

YaleVision, Inc.

Easton, Pennsylvania

West Coast Video of Easton

RentalVision, Inc.

Wind Gap, Pennsylvania

West Coast Video of Wind Gap

Owner, August 1987 - January 1999

Formed businesses with two partners to own and operate franchised West

Coast Video retail stores. The company's dedication to high quality

customer service and community involvement led to achieving several top-

store honors within the West Coast franchise organization. My primary

responsibilities included:

. Rental inventory purchase/lease decisions. Responsibilities included

monthly purchase/lease/pass analysis of 150 - 300 movie titles. Determined

inventory depth to maximize rental turns. These decisions played a critical

role in the stores monthly profitability.

. Resale inventory purchases. Key aspects of this role included:

maintaining profitable video and non-video item inventory levels;

identifying and selling excess rental inventory to consumers and brokers.

. Merchandising. Responsible for counter and store displays to maximize

rentals and sales.

. Staff management. This role involved overseeing weekly scheduling of

more than 40 full/part time employees, employee reviews and hiring

decisions. Conducted monthly staff meetings to review sales techniques,

customer service procedures and policies, and dispense information

regarding new products.

Education

TEMPLE UNIVERSITY, School of Health and Physical Education, Philadelphia,

Pennsylvania

. Bachelor of Science in Recreation Therapy, 1979

References

Michael Lamirande

Manager - Walgreens Limerick

Office: 610-***-****

Cell: 215-***-****

Suzanne Williams

Project Designer

Home: 610-***-****

Cell: 610-***-****

E-mail: ****@*******.***

Gokhan Boybek

Internet Developer

Email: ******@******.***

Phone: +90-532-***-****

Brian S. Mattes

Principal - Government Relations

Vanguard

Cell: 202-***-****

E-mail: *****.******@********.***

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