Sales Customer Service

Laila K. Gramalki

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

Riverside, Ca 92506

Cell: 951-***-****

Hm: 951-***-****

abkvma@r.postjobfree.com

Objective: As a recent CSUSB college graduate with successful academic

background and experience, I continue to pursue my goal in the

Retail/Fashion Industry and seek management opportunities where leadership

skills will be of value.

Internship:

The Office of Development

09/09- 02/10

College of Business and Public Administration

California State University, San Bernardino

Editor for School Newsletters

. Developed content through interviews and research, and design layout

for the e-newsletters which included both Business and Alumni.

. Interviewed past scholarship recipients and donors, developed an

annual calendar of profile and story ideas and responsible for

editing.

. An independent project with deadlines that were always met while

maintaining a professional status during my communications.

Qualifications:

. Sales Ability/Skills- Meets personal sales and productivity goals, and

delivers service that meets or exceeds expectations. Utilizes

resources effectively to impact individual productivity with marketing

strategy and tactics, product demonstration, sales techniques, and

sales control systems.

. Customer Service Commitment- Ability to handle and offer solutions to

customer issues appropriately and involve a manager when necessary.

Consistently anticipating and meeting customers' needs while

maintaining composure during difficult customer interactions and

meeting quality standards for services.

. Leadership- Acts as an advocate for the team and approaches challenges

in a direct and timely manner. Ability to set an example for the team

to follow by interacting professionally and confidently with

customers.

. Strategic Planning/Organization- Develops strategies to meet

individual goals by anticipating potential obstacles or issues while

developing solutions to overcome. Organizes material and completes

documentation accordingly to set standards regarding order, clarity,

conciseness, style, and terminology.

Areas of Education in Business and Project Marketing:

. Consumer Behavior

. Marketing Research

. Market Segmentation

. Management and Organizational Behavior

. Information Management

Professional Experience:

COACH Riverside,

Ca

Sales Associate 10/08-

02/09

. Met store and individual goals in sales, productivity, and service by

utilizing COACH selling skills and COACH Service training.

. Delivered service to customers by meeting and exceeding expectations.

Represented COACH to the consumer while acting as an ambassador of the

brand, and ensuring customer needs in a very professional and timely

manner.

. Worked with multiple customers simultaneously while tailoring a COACH

Approach to each individuals cue. Recommended, selected, and helped

locate or obtain merchandise based on customer needs and desires.

. Used the cash register for purchases involving cash, checks, credit

cards and coupons.

. Maintained knowledge of current sales and promotions, policies

regarding payment and exchanges, and security practices.

. Watched for and recognized security risks and thefts, and how to

prevent or handle these situations.

Pac Sun San

Bernardino, Ca Sales Associate

09/06- 03/07

. Met store and individual goals in sales, productivity, and service by

utilizing Pac Sun selling skills and Pac Sun Service training.

. Engaged in service commitment by having the ability to handle and

offer customer issues appropriately according to the Pac Sun

standards.

. Maintained knowledge of current sales and promotions, policies

regarding payment and exchanges, and security practices.

. Watched for and recognized security risks and thefts, and how to

prevent or handle these situations.

Institute of Applied Research

San Bernardino, Ca

Telephone Interviewer 08/05-

01/06

. Performed a survey to a selective list of local phone numbers based on

Cal State University, San Bernardino.

. Met or exceeded my specific quota for the day within the organizations

expectations.

. Was able to maintain composure during difficult encounters during

phone calls and provide a professional and appropriate response.

. Delivered patience and consideration when communicating on phone calls

to effectively and efficiently ensure alignment with the company's

goals.

Education:

California State University, San Bernardino

2004- 2009

Bachelor of Arts Degree

Major: Business Administration with a Concentration in Marketing

Computer Skills

Microsoft Office (Word, Excel and PowerPoint)

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