Customer Service Manager
Resume:
Molly Evans
Email: *********@********.***
Address: **** ***** *** ******
City: Lebanon
State: OR
Zip: 97355
Country: USA
Phone: 541-***-****
Skill Level: Management
Salary Range: $70,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Molly Evans
1260 South 5th Street
Lebanon, Oregon 97355
***********@***.***
Ralph Lauren, LLC. (New York City, NY) November 2005 Present
Director, Global Project Operations and Logistics January 2012 Present
Operations Manager, Global Logistics for Creative Services November 2005 January 2012
Director, Global Project Operations and Logistics January 2012 Present
Support logistic and operations for all Licensee, Wholesale, and Retail Store Development projects domestic and international plan, implement, facilitate, and direct onsite installation
Vendor negotiations for packing, shipping, and installation labor for every project (average 130 a year)
Oversee all RL New York creative service activities including all store and showroom logistic needs and expectations (21 stores and 57 showrooms per year)
Organize and implement warehouse/storage unit purges around the US, supporting Domestic RL shops
Manage the creative service team portion of the annual Home Sale (2012 Sale, best results on record sold 4200 units, $175k)
Supporting customs compliance regulations for all importing and exporting of projects
Supervise 3-65 individuals depending on project size
40% travel required
Operations Manager, Global Logistics for Creative Services November 2005 January 2012
Domestic and International Shopping Trips for Polo Store Development including logistics, quoting all projects, inventory tracking, and financial reconciliation
Revised operational policy and procedures for Polo Ralph Lauren Creative Services
Evaluate and implement new processes and procedures to improve efficiencies within Retail, Showroom and New York Store teams
Created documented borrowing system to ensure timely and accurate returns of props to warehouse
Work closely with management and other departments to develop new strategies and improve communication
Manage a $3.4M budget within a warehouse environment
Support Polo Store Development for new store openings and special projects
Installed propping and managed all onsite labor for 97 new store openings and closed 14 stores (May 2006-present)
Support ALL logistics needs for the Polo Store Development International/Domestic Retail, Wholesale, and Licensee store installations (averaging 75 a year)
Supervise 10-35 individuals depending on project size
Authored standard operating policy and procedures manual for third party management of antique prop warehouse
60% travel required
Kates Paperie (New York City, NY) April 2004 - October 2005
Store Manager
Increased sales 16% the first six months after taking position
Promoted from $2.5M store to $8.5M store after being with the company 12 months
Staff training and development including promotions of one of my Floor Supervisors to Assistant and an Assistant Manager to Store Manager
Develop a sales culture environment by providing product and customer service training sessions
Store Operations including scheduling, payroll, cash management, loss prevention, inventory control, and facility maintenance
Enforce company policy and procedures including performance management
Motivate employees by implementing staff incentives, open communication, and promoting an atmosphere of team spirit
Manage sales staff of 18 to 50 individuals
Hire and staff my store as well as support hiring efforts in Kates other 4 stores
Oversee new business venture of home furnishings boutique by supporting operations, staffing, and sales
Gracious Home (New York City, NY) February 2003 - February 2004
Warehouse Manager November 2003 - February 2004
Store Manager February 2003 - November 2003
Warehouse Manager
Propose new startup program, implementing internet business, shipping and delivery of product, and staff supervision
Improve customer service by improving procedures of delivery and dispatching of product and services
Supervise staff of 42, including delivery drivers, dispatchers, prep and warehouse personnel
Support cycle counts and inventory control procedures to improve customer satisfaction and loss prevention
Enforce company policy and procedures, including the implementation of bag checks
Store Manager
Brought on board to improve processes and procedure for future growth of company, store $24M a year
Operations management of scheduling, payroll, inventory, cash control, and enforcement of company policy and procedures
Staff supervision of 143, sales staff of 128 plus 15 Managers
lmprove customer service and team attitude by implementing staff meeting every week, leading by example, and open communication with all staff
Hiring and performance management of all staff at all levels
Staff training and development, including product training by vendors and management training basics
Polo Ralph Lauren, LLC. (Lyndhurst, NJ) November 1996 - February 2003
Consultant February 2001 - February 2003
New Store Opening Coordinator June 1999 - February 2001
Store Manager June 2000 - December 2000
Allocator/Planner (Accessories/Fragrance) May 1998 - June 1999
Department Manager (Home Collection) November 1996 - April 1998
Consultant
Directly reporting to the VP of Stores for special projects supporting 104 stores
Train staff including point of sale, time clock, payroll, loss prevention, customer service, shipping and receiving, and management skills
Position was 100% travel all within the United States
Rolled out new Point of Sale system to all store management by using classroom training techniques
Special projects including reorganizing warehouses, stockrooms, and merchandising the sales floor of stores in need
Recruit and staff stores when District and Regional Managers needed support
Operational Management including inventory control, cash management, implementing store standards and merchandising guidelines
Support factory stores in the absence of management including staff supervision, performance management, and promoting team building
Enforce compliance of all company policies, procedures, loss prevention and safety regulations.
Opened 2 new stores, one in Puerto Rico and one in South Carolina, and Closed one store in Pennsylvania.
New Store Opening Coordinator
Facilitate new hire orientation, including policy and procedure, product knowledge, and human resources
Train staff in areas of operations such as point of sale, cash management, loss prevention and safety regulations, time clock, payroll, loss prevention, customer service, shipping and receiving, and inventory control
Create store line training manuals including Point of Sale Reference Guide, Supply Directory, and Re-writing Policy and Procedure Manual
Extensive travel supporting District and Regional management needs of factory stores
Organize, coordinate, and implement special projects such as warehouse sales, managing prototype stores, and on-site operational store opening/closings processes (opened 14 new stores and closed 2 stores)
Management training for new managers to the Polo Ralph Lauren organization, policy and procedures, sales culture, team building, and customer service philosophies of the company, basic computer training, how tos for human resource forms/questions from staff, and other resources needed to set the store up for a successful venture
Recruit and hire for new stores
Store Manager
Reporting to VP of Stores and Director of Operations for this special project
Six month special project, prototype store to sell excess, seconds, buybacks, and Polo Shop Returns
Start up project included 220,000 units, staff of 28 including 3 managers, goal to maximize profits of product mix within six month time frame
Staff training of product knowledge, merchandising, inventory control, and enforcing company policy and procedures
Organize and implementation of new concept with limited resources from corporate offices
Operational accomplishments include temporarily staffing store, scheduling, payroll, cash management, and merchandising
Performance management of staff, with two months left in the project all management terminated, operated store by myself with the support of sales staff
Project results were successful, selling all 220,000 units with a volume of $3.2M in just six months of business
Allocator/Planner (Accessories/Fragrance)
Support 104 factory outlet stores with 13 departments (accessories and fragrances)
Provide store line with product knowledge and business analysis, providing all stores with product assortment sheets for upcoming shipments and seasonal promotions
Pride myself on open communication with stores and District/Regional managers to help drive business and control inventory, needs ranged from overages to transfers to product outs
Distribute product in accordance with merchandising guidelines and seasonal assortment sheets
Create and monitor in store incentives to promoted team building
Department Manager (Home Collection)
Manage a department of 4 in Lincoln City, OR ($3.5M store) for seven months before being promoted to San Marcos, TX ($8M store) to be a Keyholding Department Manager for 10 months
Encourage relentless customer service from all staff members, including product knowledge, and leading by example
Train Home Collection staff on Polo merchandising guidelines and store standards
Operations management including inventory accountability, following loss prevention and cash management guidelines, while enforcing company policy and procedures
Education Degree: Bachelor of Science, Oregon State University, Winter 1990.
Major: Health and Human Performance / Recreation Administration
References Available upon request
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