Customer Service Sales
Resume:
Jerome David
Miami, Florida 33147
(305) 613 – 6128
abl8dg@r.postjobfree.com
RETAIL MANAGEMENT PROFESSIONAL
Retail Management/Customer Service Management
Industrious, executioner, goal oriented professional services manager, develops and executes
strategic business plans that achieve corporate goals and objectives by increasing productivity
and motivating staff to perform, enhancing employee relations, and facilitating effective
communication across all lines.
Driven operations and customer service manager with strong administrative acumen
delivers project outcomes within deadline, under budget, and consistently seeks
ways to improve established protocols.
Competitive, motivating and pro-active team leader uses balanced direction and
coaching, leads by example and uses excellent problem solving skills to resolve
issues and advocate for staff.
Personable, influential communicator;
Proficient user of Microsoft Word, Excel, and Info Vision applications.
PROFESSIONAL EXPERIENCE
JC Penney Coral Springs, FL
Assistant Store Manager 07/2010 – Present
• Develop and administer operating budget, sales forecasts, and payroll,
maintain labor cost and inventory controls, manage daily operations, use
of standard operating and safety procedures; conduct group training
programs, one to one coaching, and team building activities to promote
positive work environment, increase morale, retention, and maximize
productivity.
• Prepare and distribute management reports for management and
supervisors in a timely consistent manner; analyze findings to develop
new procedures for improving site operations and lowering operating
cost to increase market share
• Develop, and conduct appraisals for direct reports and conduct Store’s
recruiting, interviewing, and hiring process for all department within
store
• Resolve and ensure adjustments, returns, refunds, and exchanges are
handled and support the Company’s Customer First initiative, which
ranked our store in the top quartile in the district
• Provides leadership to increase sales and use benchmarking reports with
direct reports like Sales Managers, MEM, and SEM to ensure all metrics
are achieved for each week sales goal
• Responsible for Salon sales, sourcing, customer service, and rebooking
of 50%, collaborating with the Salon Leader that lead to have a gain of
8% in comp sales 3% better than company’s set goal
• Mentor and monitor three supervisors and five manager trainees for
promotions to their first assignments, as a manager or enter into the
manager training program
JC Penney Aventura, FL
Merchandise Execution Manager 10/2009 – 07/2010
• Responsible for controlling $41 million of merchandise vs. last year $39
million of merchandise received, and ensure all merchandise is set
following the company’s set sell planner
• Ensure merchandise received daily is transferred to floor through a
process called Door to Floor, for the customers before store opens, and
maintaining a productivity of 135units per hour vs. the company
120units per hour
• Ensure Core Standards are met daily, for corporate visits and to gain
market share from competition within the mall and surrounding area
• Manage Pricing and Signing team, to ensure sales signs are displayed for
our customers, and to maintain a 98% vs. 95% standard set by the
company
• Oversaw all retail, customer service, special projects, production, and
receiving functions, on a daily basis. Managed daily operations of
merchandise of a value of $41 million in annual revenue; supervised 38
associates
• Coordinate with managers to perform extra efforts during major events to
increase sales
• Ensure recovery standards are met daily for the next business day
• Responsible for Visual elements throughout the store
JC Penney Aventura, FL
Sales Manager 10/2007 – 10/2009
• Supervised, and managed a $11.5 million Men’s department ranked 4 th in
the company and number one in district, and directed 45 associates in
improving sales and customers service, while coaching and managing
their productivity
Lead and coach Department Supervisors and Sales Associates, in assigned areas, to ensure
major focus and customer service meets or exceeds the standards established by the company, to
build customer loyalty
Drive sales and profit through people, effective merchandise execution, store environment,
major event planning and execution, as well as support company sales building programs such as
catalog referrals, credit, and rewards
Execute scheduling for 45 Sales Floor Associates in assigned area and ensure they are
effective and timely to maximize customer service within salary budget
Support and lead efforts to manage shrinkage within assigned areas and ensure all safeguards
are in place, identifies potential concerns and work with Assistant Store Manager to resolve
within Company policy and guidelines
JC Penney Pembroke Pines, FL
Sales Manager 05/2005 – 10/2007
• Managed, organized, and directed 16 associates in improving sales and
customers service, while coaching and managing their productivity in a
$4.8 million Children’s Department, ranked 6th in the Company
• Improve comp sales from 2% to 5.5% gain within the fiscal year, using
company programs and tools and managing shrinkage and safety,
winning over the customer and gaining market share from competition
• Monitored customer service, sales operations, and prepared monthly
benchmarking reports; ensured high level of customer satisfaction with
frequent communication and follow-up of customer concerns and
requests; provided daily updates and reports to Store Manager
JC Penney Orlando, FL
Sales Manager Trainee 08/2004– 05/2005
• Manage a $2.2 million Young Men’s Department, ranked 3th in the
Company
• Managed 6 sales associates, and scheduled associates for department, to
satisfy the customer wants and needs, and improve moral within the
department
• Improve metrics in the department, by working one on one with the
associates, while also coaching in the moment to increase company
standards in the follow areas: credit, catalog referrals, and customer
service
• Utilize planners to set floor, and Set smart goals and managed the
execution of those goals for new merchandise received
Publix Supermarket Aventura, FL
Grocery Team Leader 01/1994 – 08/2004
• Proficient in conflict resolution, and utilized effective communication to
motivate employee’s work habits
• Trained and managed 5 grocery clerks in improving productivity and
services to the customers
• Encourage and influence code ethics for department associates
• Resolved customer issues and complaints regarding merchandise and
services
• Controlled and maintained proper inventory, while planning and building
displays for maximum profits
Prevented customer and employee theft
• Increased sales and productivity by 25% during busy season
• Utilized effective communication to motivate employee’s work habits
Education
• Bachelor of Arts Health Service Administration Florida International
University Miami, FL
• Associate in Arts Elementary Education Miami Dade College
Miami, FL
Computer Skills
Data Entry, Microsoft Word, Excel, Power Point, Internet Research, and
Info Vision
Activities
PTA Member
Tutor kids in Neighborhood
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