Customer Service Sales

Shantel Cachet Ervin

**** ****** **** **** **********, AL 35811

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

Tel: 256-***-****

Personal Statement

As a management professional with a proven record of success, I am a

motivated individual, organized, and innovative resulting in an oriented

and performance-driven professional who grasps and expands on new ideas,

while keeping the big picture in mind on all projects. I am seeking a

challenging position in an organization where I can apply my extensive

background in management, training, program implementation and organization

development, with an opportunity for advancement.

Professional Experience

Assistant Retail Store Manager (Jan 2009 - Present)

Verizon Wireless, Huntsville, AL

. Plan, develop and negotiate Small Business contracts

. Establish and define terms and conditions for contracts

. Review and approve contracts as well as establish contract

opportunities

. Lead team to meet and exceed assigned quotas and manage churn

. Assess individuals and team performance and initiate development plans

to narrow competency gaps

. Develop, train, motivate and coach sales team to produce desired high

performance results and analyze billing issues to resolve any

discrepancies

. Analyze staffing needs of the store and provide hiring and promotion

decisions, and initiate disciplinary action, as appropriate

. Responsible for reporting for financial and sales reporting, manage

cash and inventory levels, monitor daily sales results and activities

to ensure sales, retention and compliance objectives are met

. Responsible for ensuring all files are properly updated monthly, daily

box count, monthly inventory, out going and in-coming transfers

. Track conference attendance costs coordinate scheduling; maintain

calendars, setup meetings, arrange and track travel, maintain and

follows-up on action items and issues

. Maintain knowledge of company and market promotional elements, remain

current on all wireless products and services, industry and

competitive trends and reinforce findings with the team.

. Maintain and grow existing customer base and manage churn, ensure that

customers and prospective customers and treated with the highest

levels of courtesy and professionalism, resolve escalated customer

complaints in a timely and empathetic manner

. Ensure retail area storefront, merchandise and literature is in

conformance with merchandising plan

Retail Sales Supervisor (Jan 2008 - Jan 2009)

Verizon Wireless, Huntsville, AL

. Managed all aspects of daily operations within the Circuit City Kiosk

. Analyze daily, weekly and monthly numbers compared to company goals

and last year's performance to analyze trends and identify positive

and negative areas and establish corrective actions

. Was responsible for ensuring all files are properly updated monthly,

daily box count, monthly inventory, out going and in-coming transfers

. Scheduling of all sales representatives

. Performed end of month reviews, formal and informal coaching sessions

. Was received weekly shipments, check invoices and verify in the VIIA

system

. Was responsible for ordering and purchasing monthly supplies

. Was responsible for maintaining customer service and service ratings

Sales Manager (Aug 1996 - Jan 2008)

Parisian/Belk, Huntsville, AL

. Managed all aspects of daily operations within Women's Special Sizes,

Junior's and the Ladies' Dresses departments

. Assisted HR with staffing, recruiting, interviewing, mentoring, and

training staff associates

. Coordinated store wide fundraisers and events such as Charity Day and

Celebrate Education that increased busy by 20% and community

involvement by 50%

. Managed and coordinated the daily scheduling of 12 associates

. Analyzed daily, weekly and monthly sales compared to the company's

goals and last year's performance to analyze trends and identify

positive and negative areas and establish corrective actions

. Managed and maintained inventory and stock levels by utilizing the

computer network to track merchandise, ensure orders for correctness

and accuracy correspond with various buyers and provide replenishment

agents' quality reports

. Planed layout and drew maps for self-scan inventory, edited

advertisements, store wide communications as well as monthly

departmental training material and calendars

Production Manager/Administrator (Mar 1996 - Oct 1996)

Madison Globe/Madison Post, Madison, AL

. Managed the graphics and production department, accounts receivable

and office staff.

. Edited articles and advertisements for final print

. Purchased supplies for the production area

Production Assistant (Sep 1995 - Dec 1995)

Florida A&M University, Tallahassee, FL

. Assisted in the instructional training of the Electronic Imagesetting

students.

. Performed typesetting, layout and design of all printed material for

the University.

. Inspected machinery to maintain quality assurance standards.

Purchasing Intern (May 1995 - Aug 1995)

W H Brady, Milwaukee, WI

. Purchased materials and chemicals for the Coated Products Division.

. Updated files by ISO regulations and assured conformance to quality

assurance requirements.

Purchasing Intern, cont. (May 1995 - Aug 1995)

W H Brady, Milwaukee, WI

. Monitored production to establish product assurance standards.

. Corresponded with vendors.

. Composed ads for the graphics department.

. Edited advertisements and articles for final print.

. Layout/composition of the paper.

. Established and insured appropriate quality assurance for all printed

material

Education

Master of Business Administration- (May 2009 - Current)

Strayer University, Huntsville, AL

GPA: 3.0 Human Resource Management

Skills

TRAINING

. Negotiating OCC's-

. Government Account Handling Policy-

. Coaching Sales Performance-

. Management Skills-

. Communication Skills

TRAINING continued

. Valuing Diversity-

. Annual Performance Appraisals-

. Conflict Resolution

. Recruiting and Interviewing-

. Employee Relations-

. Time Management

. Creating Customer Loyalty-

. Mutual Respect Certification

. The Code of Business Conduct-

. Certification Safety Awareness

. Ergonomics for Employees-

. Civil Treatment for Employees

. Civil Treatment for Managers-

. Initial Wireless Blended Solutions

. Net Promoter Score for Managers-

. Code of Business Conduct-

. Information Security-

. Managing Retail Sales Performance-

. Correcting Performance Problems Retail Business Sales and Prospecting-

. VZW Retail Financial Acumen-

. Keys for Safeguarding Privacy and Confidential Information-

. Learning to Use Your Behavioral Style-

. Antitrust Complying with Competition Laws

COMPUTER SKILLS

. Microsoft Office,

. Word,

. Excel,

. PowerPoint,

. Outlook,

. Lotus Notes,

. Photo Editor,

. Corel Print,

. Adobe Photoshop,

. Page Maker,

. QuarkXpress

Achievements

My achievements include a Bachelor of Science in Print Management with

secondary emphasis in Production from Florida Agricultural and Mechanical

University as well as currently working on my MBA in Human Resource

Management. I have fourteen years of demonstrated experience driving

customer service, directing operations, coordinating events, developing

people, coaching, merchandising, shipping/receiving, scheduling, inventory

control, delivering sales and improving profit. In addition, I posses

excellent interpersonal skills with highly creative effective communication

skills; I excel in leadership, mentoring, training, teamwork, coaching

skills which helps with customer service and sales. In addition to my

professional experience I volunteer as the Music Ministry Coordinator and

Music Ministry Musician Payroll Specialist at Progressive Union Missionary

Baptist Church. I believe you will find that my training and varied

experience will be an asset to any position.

Contact this candidate