Customer Service Manager
Resume:
CHRISTINA COCCIA
*** ********* **** *********** **, 19064 610-***-**** *************@***.***
SUMMARY
My desire is to find a stable yet challenging position in a professional
environment in which to learn new technologies and skills while utilizing
my previous experiences to improve beyond my current abilities. I expect to
utilize my professional demeanor and organizational skills as well as my
keen eye for detail to create a successful atmosphere for the company and
myself. I will build strong business relationships within the company and
with clients; and to exceed expectations in all aspects of my work as I also
work to obtain a degree in Paralegal Studies.
My combination of creative talent, technical expertise, and experience
managing both associates and management while successfully meeting sales
standards and upholding policies as well as maintaining all records makes
me the right person to support this department.
I have developed and implemented organizational standards for operations,
visual, and HR standards. In addition I have worked closely with my district
stores and District Manager to implement new store level tools to exceed
operational standards.
Experience has taught me how to build strong relationships with all
departments and neighboring stores at a business or organization. I have the
ability to work individually as well as a team or cross team.
Salary
$40,000-$45,000 annually
SKILLS
Ability to clearly communicate with associates and clientele.
Ability to be polite and to maintain a positive demeanor and engagement at
all times with clientele, management, and other employees.
Ability to handle complaints in a clam and professional manner.
Ability to use independent and good judgment in all aspects of the job.
Ability to answer/transfer calls
Ability to process and file paperwork
Managing meetings-arranging and conducting
Managing a monthly calendar of directives and schedules
Conducting weekly and quarterly conference calls to enhance team behavior
and sales.
Ability to follow directions.
Works well independently as well as with a team.
Daily use of Microsoft Word and Office
Dependable
Ability to multi task
Organizational
Attention to detail
Type 55 wpm
Time management
Follows directions to the letter
Ability to prioritize and complete tasks in an efficient and timely manner.
While employed with Express I was the top selling Sales Lead for the
holiday season in the company
While employed with Body Central I ran the store for two consecutive
holiday season and resulted in the top 3 and top 2 spots for holiday
sales.
EXPERIENCE
January, 2014-Present Store Manager, Body Central
$37,000
Oversee all operational, human
resources, visual, and overall sales
targets of the store to exceed
company results. I carry all of the
requirements of the First Assistant
position as well as overseeing all
employee performance and HR
issues. As the Store Manager it is my
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responsibility to also oversee all
operational and visual functions in an
accurate and timely manner. I also
take the responsibility of ensuring
store sales plans are met and what
performance needs to be enhanced in
order to provide successful results.
June, 2012-January, 2014 First Assistant Manager, Body
Central $29,000
A first assistant manager is responsible for
the various tasks involved in the overall
operation of a store including maximizing
sales/profitability by managing and
producing sales, developing non-
management staff, monitoring and
controlling register shortages and inventory
shrink, establishing and maintaining high
quality customer service, assisting with
merchandising and the overall visual
appearance of the store, and assisting with
ensuring that all employees adhere to Body
Central policies, standards and practices.
Contributions:
Ensure that each customer receives
outstanding customer service by providing
a customer friendly environment, which
includes greeting and engaging every
customer and familiarizing customers with
Body Central merchandise and promotions.
Maintain a positive and polite demeanor at
all times.
Politely engage and help customers both in
person and on the phone.
Maximize his or her individual and store
sales goals. Sale performance will be
measured by a number of criteria, including
dollar per hour sales, unites per transaction
and average dollar sales.
Train non-management staff.
Monitor and assess performance and sale
production of non-management staff.
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React appropriately to correct performance
problems of non-management staff.
Assist in controlling inventory shrink and
register shortages.
Ensure proper merchandise presentations
and proper placement of signage and
marketing materials.
Assist in floor set changes, merchandising,
and display maintenance.
Unpack, monitor, and replenish
merchandise. Attach and remove
merchandise sensors as needed.
Understand, be knowledgeable of, and
abide by Body Central policies and
procedures.
Help ensure store employees' compliance
with Body Central policies and procedures
through example and communications with
other store employees. Implement Body
Central policies in a fair and consistent
manner.
Assist in keeping store clean, tidy, and well
organized.
Politely answer customer questions.
Must be reliably and consistently present
and "on time" for scheduled shifts and staff
meetings.
In a timely manner accurately complete and
process required company documentation,
including incident reports and written
disciplinary warnings for non-management
staff when necessary.
Ensure compliance with policies and
procedures relating to bank deposits,
including reliable transportation to bank
when needed.
Ensure compliance with store opening and
closing procedures.
Assist store management with ensuring
adequate staffing coverage in store.
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Promptly read communications from the
corporate office and promptly execute
instructions from the corporate office.
Promptly process damages.
Any other responsibilities as assigned by
store manager, district manager, or regional
manager or necessary to ensure successful
operations of the assigned store.
September, 2009-June, 2012, Part-time promoted to Full time Sales
Leader, Express LLC $20,000
A management position which main focus
is to ensure customers have a consistent,
quality experience while in the store. The
Sales Leader plays a key role in coaching
and motivation of associates, helping with
goal awareness, and maintaining a selling
focus in the store.
Contributions:
Helped plan training seminars for the
associates to ease into new company
directives and education.
Assisted with overseeing merchandise flow
and stock procedures to ensure a quick door
to floor process.
Coached and trained loss prevention and
shrink results and the overall impact it has
on the business, both internal and external.
Ensure visual standards are upheld to help
build and grow sales while developing
associate understanding on its importance
in relation to sales and profitability.
Assisting in the recruit, hire, and staff
development process to continually build
the store team.
Keeping all store paperwork organized and
filed/purged timely and handling any
discrepancies.
Maintain and order supplies.
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November, 2008-September, 2009 Sales Associate, Express $13,000
Providing a positive customer experience
by offering assistance when needed, ensure
product is on the floor and sized
appropriately, and ensure all customers
have a quick and efficient cash wrap
experience. This position performs
additional tasks including stocking.
Contributions;
Politely answer customers' questions
Retrieve merchandise requested or selected
by customers.
Ensure each customer receives outstanding
customer service.
Positive and polite demeanor.
June, 2004-November, 2008
Customer Service/Cashier, Genuardis $8,200
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Assist in creating a friendly, fast experience with a high level of customer service.
Contributions:
Having promotional knowledge and using that to help customers and sales.
Ensuring accurate transactions including with coupons.
Keeping a clean workspace.
Providing friendly, fast service.
Knowledge of product.
EDUCATION
January, 2015- Currently Attending, PACE University
May, 2015
August, 2006- N/A, West Chester University
May, 2008 Left to tend to a family illness
September, General Studies Diploma, Springfield High School
2002-June,
2006
References
Neila Barfield
District Manager Body Central 6 months
Beverly Orr-Kelsey
District Manager Body Central 5 months
Libby Watts
Store Manager Express 2 years
Michael Brooks
Brand Co Manager, Express 1 years
Christal Sammerson
Assistant Manager, Body Central 2 years
Diane Militello-Aspirino
Assistant Manager, Body Central 2 years
Contact this candidate