Customer Service Manager

Jana Rowland

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

PEORIA, Arizona 85381

623-***-**** *******@***.***

Retail Management

Talented Management Professional with over 25 years experience in Retail

Operations, Merchandising, Sales and Human Resources with strong record of

Success.

. Excellent performance in directing business operations for multi-

million dollar, multi-store districts and retail locations.

. Seasoned sales professional with proven track record of driving

sales, expanding revenues, exceeding objectives, and. identifying trends

and ideas to maximize business opportunities.

. Ability to identify and recruit qualified management candidates to

train for current needs and prepare for district wide promotions.

. Consistent record of meeting or exceeding goals for profitability,

revenue, and shrinkage.

. High caliber Presentations standards in hard/soft lines, strong

attention to detail, visual display and overall store maintenance.

. Skilled and creative sales motivator, can conceptualize, analyze and

evaluate situations to make sound business decisions.

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Professional Experience

Store Manager, Burlington Coat Factory, Phoenix, Arizona

06/01 to 01/10

Performed as Store Manager for all aspects of 100,000 sq. ft volume $12

million Retail business including: customer service, recruiting and

staffing, marketing and promotion, operations, receiving, administrative,

and finance. Achieved double digit increases in key departments by

targeting high-end assortments and demonstrating superb customer relations

skills. Coordinated store opening, recruited, hired, and trained management

staff, and 75 associates.

. Superior operational compliance, and loss prevention, .01-.02%

inventory shrink performance.

. Exceeded store sales plan by 12.6%.

. Motivated team to top 5% performance in company contests and

fundraising activities.

General Manager, Endymion Design Krewe, Inc., Scottsdale, Arizona

1993 to 2001

Established and Managed Award winning Interior Design Firm specializing in

high-end Residential and Commercial projects. Average home 5000 sq. ft,

valued in excess of $1.5 million Licensed contractor for home remodeling,

Prepared architectural technical drawings and specifications for interior

construction, furnishings, lighting and complete finishing schedules for

new construction. Discovered, identified, and collaborated with tradesmen

in the market to invent new and cutting edge techniques, designs and

furnishings.

. Designed and executed complete finishing of 3 American Society of

Interior Design (ASID) Award winning projects for Residential, Contract

Health Care and Retail Facility over 5000 sq. ft 1997-2000.

. Awarded the cover of Phoenix Magazine Oct 1996, ASID Show house,

Presidential Guest Quarters, Royal Palms Resort and Spa, Phoenix AZ

. American Society of Interior Design (ASID) Foundation Member 1998-

2000.

District Manager, Claire's Boutiques, West Palm Beach, Florida.

1991 to 1992

Directed all sales management, operations, human resources, recruiting and

visual presentation for 10 store District, volume $3.5 million, 60

associates. Trained and groomed District Manager replacement. Opened and

hired staff for 3 new stores, average 3000 sq. ft.

. Designed and presented prototype employee handbook to corporate

officers containing Job descriptions, Company standards, Security

regulations and Benefits for in-store training tool.

District Manager, Lane Bryant -The Limited Inc.,

1984 to 1991

Directed all sales management, operations, human resources, recruiting

and visual presentation in 8-12 store Districts, volume $7-12 million, 150

associates. After 4 months of employment, met with Vice President and

demonstrated a system to streamline markdown procedures which were

implemented nationwide, increased efficiency, productivity and field

compliance. As company trouble shooter, was promoted and relocated to 5

states in 5.5 years. Recruited, hired and trained over 60 salaried

management personnel, promoted 2 replacement district managers. Opened 10

new stores ranging from 3500 -10,000 sq. ft

. Focused on shrinkage control and reduced district results from 7.59%

to below 2% in 10 months (New Orleans, LA.) and 4.39% to 1.61% in 1 year

(West Palm Beach, FL.).

. Won 1 National, and 2 Regional Company Credit Card Contests Exceeding

goals by132%, 78% and 46% and achieved 86% immediate activation rate

. Awarded 'Super Controller' 2 times in New Orleans, LA District and 1

time in West Palm Beach, FL District for Company's top performance in

operational compliance.

. Succeeded in resurrecting New Orleans Territory from 65 out of 67

Districts, to the Number 1 District in the company, 1988 - 1990.

Store Manager, The Gap, Phoenix, Arizona

1983 to 1984

Performed as Store Manager of 2500 sq. ft Specialty Retail Store directed

all sales management, operations, customer service, staffing, and visual

presentation, volume $1 million, 10 associates. Managed the District Home

Store and was promoted to the top volume store in the Phoenix Market with

in 7 months.

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Education/Professional Development

Bachelor of Science - Fashion Merchandising, University of Texas, Austin,

Texas

Ongoing company retail training in general and specialized functions,

including Customer Service, Human Resources/ Employee Relations, Receiving

Management, and Inventory Control.

Contact this candidate