Customer Service Manager

Karen Masa

**** * ******** ***** *******

Chandler, Arizona 85286

(C) 602-***-****

Accomplished retail and customer service professional with a track record of delighting

abjqjr@r.postjobfree.com

customers, exceeding personal sales quotas and inspiring team members to exceed

store goals. Skilled in inventory control, cash management, staff training, and

supervision. Articulate communicator and effective trainer, who is also a respected,

trusted manager upholding the highest ethical standards.

Qualification Highlights

Customer Management

Staff Hiring, Training, and Mentoring

Training Program Design

Customer Satisfaction and Relationship Building

Loss Prevention/Security

Buyer Behavior/Awareness

Skilled at Time Management

Visual Merchandise Displays and “Floor Sets”

Shipping and Receiving of Freight and Merchandise Processing

In-Store Promotions

Professional Accomplishments

Developed an effective motivational display designed to inspire team members

to encourage clients to obtain a store credit card, increasing client capture by

28%.

Created a valuable visual presentation to emphasize the importance of

appearance pertaining to in-store dress code requirements, which was utilized

at a national level meeting.

Developed a training display for use in the proper methods to quickly and

efficiently process merchandise to sell.

Created a visual guide for homeowners with home care product

recommendations, resulting in being awarded the “Thinker Award”.

Created a visual glossary of construction terms to be used as a training guide for

new Assistant Superintendants.

Awards and Accolades

Awarded the coveted “Thinker Award” an unprecedented six times for process

improvements during employment with D.R. Horton Homes.

Awarded “Employee of the Month” once each with Hacienda Builders and D.R.

Horton Homes.

Received numerous accolades and letters of appreciation from homeowners

and retail clients via telephone surveys.

Received “Super Star Manager” award for the highest revenues and earnings,

as well as “Most Operationally Efficient” store award twice while with Prints

Plus.

Work Experience

Sales Lead

2/2009-Present The Limited, Inc., Chandler, AZ

Supervise, train and motivate a retail sales team responsible for providing

customer service and selling women’s clothing. Required to meet segment

sales quotas and perform cash handling duties. Organize floor displays to

maximize space and call attention to the latest merchandise.

Quality Assurance Representative/Customer Care Representative

7/2006-10/2007 Hacienda Builders, Scottsdale, AZ

Oriented new home buyers and provided quality control during the final

phases of construction. Collaborated on the Homebuyer Preview and

Readiness and Quality Inspection (RQI) programs with the company.

Maintained show-condition of the model homes, including painting, drywall

repairs, and general maintenance. Acted as a Customer Care

Representative: scheduled trade repair appointments, performed follow up

calls, and ensured homeowner satisfaction.

Walk-Thru Specialist

5/2003 – 7/2006 D.R. Horton Homes, Scottsdale, AZ

Oriented new home buyers and provided quality control during the final phases of

construction. Acted as a Customer Care Representative: scheduled trade repair

appointments, performed follow up calls, and ensured homeowner satisfaction.

Completed training to be an Assistant Superintendent.

Flight Attendant

5/2000 - 11/2000 United Airlines, San Francisco, California

Responsible for passenger and fellow crew member safety throughout all aspects of

flight. Delivered exceptional and responsive customer service in the form of

passenger comfort, including distribution of food and beverage. Completed a six-

week training which included CPR and AED certification, as well as 100% accuracy

on all safety related issues.

Gallery Manager

5/1994 - 4/1996 Frame De Art II, Denver, Colorado

Managed a framing crew of seven individuals, trained new personnel, completed

framing production, and provided customer service. Performed payroll, accounting,

and inventory control.

Store Manager

6/1987 - 5/1994 Prints Plus, Inc., Westminster, Colorado

Managed and trained all sales personnel. Collaborated with upper management on

selling and meeting store sales and operational goals. In charge of all on site

accounting, including cash collections, inventory control, payroll, and all related

paperwork.

Education

4/1996 Cambridge College, Aurora, Colorado

Certification in Radiology

1/1989 Metropolitan State College, Denver, Colorado

Courses in English, Psychology, and Sociology

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