Customer Service Manager

C.C. Paul

Email: *********@********.***

Address: **** *********

City: Newport Beach

State: CA

Zip: 92660

Country: USA

Phone: 949-***-****

Skill Level: Management

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

C.C. Paul

Highly Experienced Retail Manager: Luxury / Designer / Contempoary / Lifestyle

1048 Campanile - Newport Beach, CA 92660

*********@********.*** - 949-***-****

Profile:

* Over 20 years Retail Manager experience. Emphasis on Luxury and Designer merchandise, both soft and hard goods.

* Excellence in providing A-caliber Customer Service and CRM. Focus on new

client acquisition techniques and existing client retention.

* Extensive leadership and team building skills. Employee training, coaching, motivation and conflict resolution and. Direct supervision of up to 23 individuals.

* Creative and successful Event planning. Superior Visual Merchandising skills.

* Proven track record of achieving and exceeding goals and growing businesses.

* Excel at establishing and maintaining internal, vendor and client relationships. Utilize exceptional Communication Skills and partnerships to achieve optimum success.

* Experience managing multi Million dollar businesses, multi departments and stores. Strong ability to multi-task, prioritize, seek solutions and mine potential opportunities.

Work Experience:

Men's Store Manager

Neiman Marcus - Newport Beach, CA

August 2000 to August 2012

* Managed $13M Volume at peak. Moved ranking from #26 of 32 stores to

#11 of 42 stores. Doubled Men's Store volume during my tenure.

* Championed daily focus on Service. Won Customer Service Manager of the Year 2008 for developing a team that consistently provided excellent customer service and commitment. FY 2011 & 2012 Men's complex produced most $1M+ associate books per department capita in the store by utilizing and leveraging relationship-building tools and techniques.

* Selected by store executives as a Trainer for new department managers and coordinators. Utilized by Corporate buying offices as a Trainer for Assistant Buyers' in-store rotations.

* Honored with 1st NM Men's Division Visual Merchandising and Standards Award 2004.

* Conceptualized and executed Original Men's Events. Delivered ROI's from

75/1-190/1. Received NM FI Special Event of the Year Award 2009 for the Mad Men of Style show. Recognized by Corporate Executives and Merchants for Event creativity, execution and results. Set the new standard for Made to Measure Trunk Show formats company-wide

* Grew Made to Measure sales ranking position to top #4 stores or better company-wide. Consistently exceeded MTM goals adding pure plus volume to core.

* Monitored inventory control resulting in shortage reductions as low as .01% to plus %.'s. Awarded Silver Shield Manager of the Year 2005 for the department's exemplary awareness and track record of excellent shortage results. Instrumental in discovering 1M in store theft.

* Built and continue to maintain very strong relationships with numerous NM merchants and industry professionals through communication, partnership, enthusiasm and mutual support. Collaborated with buyers and vendors on merchandise selections. Positively impacted sell-thrus and vendor matrix referencing Market trend identification, statistical analysis, customer and associate feedback.

Store Director (General Manager)

Alfred Dunhill - Costa Mesa, CA

February 1998 to July 2000

*Managed all facets of store personnel. Recruited, trained, goaled and coached. Focus on excellence in customer service. Documented & terminated if necessary abiding by state laws.

* Analyzed statistical trends past and present to devise strategies for future growth opportunity.

* Devised and conducted marketing programs. Planned and hosted special events. Involved in social community events, committees and charitable organizations to enhance PR efforts.

* Accountable for all four wall expenses: Budgeting, selling cost and inventory management.

Group Sales Manager

Bullocks / Macy's - Costa Mesa, CA

September 1995 to February 1998

Men's Designer Sportswear and Clothing

* Acted as men's store executive coverage. Addressed and resolved customer issues throughout entire men's store. Designated by GM to fulfill Men's Merchandise Manager's responsibilities during two separate periods of MM job vacancies..

* Performed sales manager functions: Employee recruitment, training on procedures, Selling, clienteling, follow-up and outreach. Associates under my direct report won Employee of the Year 1995-1998, attributed to department focus on customer service.

* Managed selling cost and inventory. Reduced shortage to lowest % ever in the division. Discovered and eradicated internal theft.

* Established merchandise presentation standards & fostered associates' buy-in to "Areas of Pride." 90% of FT staff rewarded with Vendor compensated Specialist positions.

General Manager

IXI:Z - Los Angeles, CA

February 1991 to September 1995

*Assisted in operations of twelve stores. Created operations, procedures and training handbook for the company.

* Trained new store managers. Devised and implemented a new hire Apprentice program adoped company-wide.

* Collaborated with buyer on merchandise selections. Solely responsible for merchandise reallocation among stores as sell-thrus dictated and quantities became broken.

* Performed customary store management functions including: all aspects of personnel, sales analysis and forecasting, inventory control, merchandising and conducting special events.

* Maintained extensive personal clientele. Top sales in the company 1993 and 1994. Employee of the Year 1992.

Education

Bachelor of Arts in Business Management objective

California State University Fullerton - Fullerton, CA

Associate of Arts in Business Merchandising and Marketing Management

Fullerton Community College - Fullerton, CA

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