Customer Service Manager
Resume:
LAUREN L. D. WATKINS
Pasadena, MD 21122
*************@***.***
SUMMARY OF QUALIFICATIONS:
Proactive strategic business partner/leader and catalyst for
innovative initiatives that address today's business challenges of
attaining revenue goals, controlling expenses, satisfying internal
and external customers, and attracting/retaining talent while
achieving business and profitability objectives. Capable of
transitioning as well as leading organizations through accelerated
growth or rapid change.
Competencies Include:
Human Resources Management Staffing
Requirements
Operations Management
Problem Resolution
Team building/Leadership
Employee Scheduling
Training & Development
Recruitment/Sourcing
EDUCATION:
Master Certificate in Human Resource Management
VILLANOVA UNIVERSITY, Villanova, Pennsylvania
Master Certificate in Organizational Leadership
VILLANOVA UNIVERSITY, Villanova, Pennsylvania
B.S., Merchandising and Marketing
EASTERN MICHIGAN UNIVERSITY, Ypsilanti, Michigan
COMPUTER SKILLS:
Windows, Microsoft Word, WordPerfect, Excel, Peoplesoft, Internet
Explorer
PROFESSIONAL EXPERIENCE:
JCPENNEY, Annapolis, Maryland
2008 -- Present
Assistant Store Manager
Assures high levels of customer service through the management of
the human resource activities within the store. Manages the stores
human resource administration activities including appraisals,
disciplinary/coaching needs and training and development. Ensures
the store is staffed with well trained, qualified, motivated and
empowered associates, compensated competitively, and that all
aspects of human resource pay, appraisal, government regulations
affecting human resources and human resource relations policies are
properly implemented. Responsible for the continuing education,
training, and certification of new and experienced associates.
Hold full responsibility for managing the stores general expense
and salary expense within the budget. Assist and provide
leadership to direct reports and other store management to ensure
all Productivity standards are met. Affirm systems change
implementation and systems operations are communicated and executed
within the Company guidelines and understood by associates affected
by the changes.
Highlights of Accomplishments:
. Associate Turnover LY 101% vs. TY 81% by sourcing for top
talent
. Associate Winning Together Survey Score ranked 3rd best in
the district by creating a Customer 1st culture
. Training Certification for the rolling 12 months LY 63% vs.
TY 98% by embracing "on board" training and recognition
. Forecast workload and distribute labor requirements for
replenishment, restocking, recovery, pricing and signing, and
visual that meet and/or exceed salary cost and maximize
revenues through efficient staffing, labor cost controls, and
promotions
. Visited college campuses to screen and interview prospective
Sales Manager Trainees for the NE Region in an effort
to actively outsource for top talent
. Elevated associate morale and increased confidence by
creating an environment of inclusion, open communication, and
honesty during a time of change through consistent engagement
with both associates and management team
. Changed associate behavior by engaging participants in formal
and informal training on supervisory skills, interviewing
skills, and dress for success by coaching by walking around
and observations
LAUREN L. D. WATKINS (410) 507-
7353 page 2 of
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MACYS, Bethesda and Temple Hills, Maryland
2004 - 2008
Director of Operations
Managed all phases of daily store operations. Directed HR Staff in
daily HR operations in absence of HR Manager; including employee
recruitment, new hire orientation of union store, training,
terminations, coordination of CORBA, administration of Federal
regulations, collective bargaining and benefits administration.
Prepared budgets, staffing and schedule compliance to enhance
productivity & profitability. Coordinated payroll of 101
employees, interfacing with key intradepartmental personnel.
Maintained OSHA recordings and point person for all OSHA visits.
Provided assistance with employee problems and served as first line
in resolving issues. Chair team member of the Safety Committee.
Used excellent leadership, team building and communication skills
to develop subordinates and encourage cooperation and
responsibility. Trained and motivated team to maximize
productivity, and control costs with hands-on management and close
monitoring of store budgets. Held full Profit and Loss
accountability and is responsible for managing the business
operations of the store to ensure the achievement of business goals
in expenses, payroll, inventory shrinkage, freight flow, store
safety and American Disability Act compliance, customer
satisfaction, associate training, development & morale and
facilities maintenance; as it complies with applicable laws,
regulations, and company policies
Highlight of Accomplishments:
. Winner of Golden Broom Award, Operations Conference 2007
. Promoted to Director of Operations Marlow Heights, Temple
Hills, MD 8/05
. Acting Director of Operations, Cherry Hill, NJ 6/05-8/05
. Selected for and graduate of Operation Manager in Training,
6/05
SEARS ROEBUCK AND CO, Landover, Maryland
2003 - 2004
Operations Manager/Human Resources Manager
Hands-on business manager responsible for full range operations,
including strategic business planning, finance/accounting, human
resources administration, customer service, purchasing, freight flow,
and inventory management. Provided employee relations support,
including employee and management counseling and issues facilitation.
Reviewed and approved performance appraisals; counseled supervisors on
writing reviews and warnings. Provided policy support and assistance
with policy interpretation. Administered benefits programs; such as
life, health and dental insurance, pension plans, vacations, sick
leave and leave of absence. Coordinated open house, recruited,
interviewed, test, & screened applicants and conducted competency -
based interviews for open positions to ensure an effective recruitment
practice. Prepared and conducted training programs to all levels of
employees which communicated established corporate practices and
benefits (e.g. new hire orientation), legal requirements (e.g. safety,
sexual harassment), personal or career enhancement opportunities, or
work improvement methods (e.g. team building conflict resolution).
Prepared employee separation notices, related documentation and
preformed exit interviews to review benefit continuation options and
to ensure progressive retention practices.
Highlight of Accomplishments:
. Controlled payroll expenditures through careful preparation
of work schedules to ensure appropriate coverage without
costly over-staffing
. Coached executive management team on planning and
communications skills to increase productivity levels
. Stimulated employee empowerment which increased level of
customer service
WAL-MART, Laurel, Bowie and Catonsville, MD
1997 - 2003
Assistant Store Manager
Contributed to the management of all phases of daily operations in
high-volume stores (up to $47 million in annual sales with as many as
318 employees). Directly responsible for the planning, implementation
and management of total store and assigned areas (i.e. softlines,
hardlines, or receiving). Oversaw cash office functions including the
reconciliation and reporting of daily sales. Interviewed prospective
employees, trained newly hired personnel and conducted performance
evaluations with existing staff. Coordinated orientations and exit
interviews for full-time and part-time employees.
Highlight of Accomplishments:
. Trained, supervised and set performance goals for key
department managers and associates throughout the store
. Provided enthusiastic motivation and coaching to key
department managers and associates, which achieved measurable
improvements in individual departments and team performance
. Taught associates new and more efficient ways to perform job
. Completed a training programs on Sexual Harassment and Union
Regulations
References Provided Upon Request
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