Manager Customer Service

Jessica Parfait

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

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

City: Spring

State: TX

Zip: 77389

Country: USA

Phone: 912-***-****

Skill Level: Director

Salary Range: $125,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JESSICA PARFAIT

..

6507 Northway Dr. 912-***-****

Spring, Tx 77389 ************@*******.***

EXPERTISE IN WHAT MATTERS MOST

* Emotional Intelligence

* Excellent Interpersonal Skills

* Team Building/Motivational Leadership Style

* "Lead by Example and Visibility" Work Ethic

* Troubleshooting/Problem Solving

* Strategic Thinking

* Superior Written and Oral Communication

* Master of Adult Learning Principles

* Organizational Project Management Leadership

* Creative "Guerilla" Marketing Strategy Abilities

* Customer "First" Philosophy

Work History

2010-Present Ace Cash Express: Regional Vice President

Currently my responsibilities include direct supervision of 11 direct reports, 250 center employees, 115 branch locations with annual revenue of 250 million. Region achieved "President's Club" in 2011as one of the top performing regions in the company, increased revenue by 18%, decreased expenses by $100,000 and had the highest producing tax season of any East Coast Division Region. Employee attrition reduced to below company standard during my tenure and employee cash losses have been reduced by 36%. Developed and implemented a Customer Service Training Program and developed and maintain a company Recycling Program which has produced a profit exceeding $100,000 annually.

2006-2010 Citi Trends, Inc.: Regional Vice President

2002-2006 Citi Trends Inc.: Director of Store Operations and Training

Regional Vice President: Direct supervision of 10 District Managers, over 100 stores with an annual volume of 275 million in sales and approximately 1200 associates. My original region exceeded budget by 12% the first year and 14% the second year. I was ranked 2nd in the company both years. Shrink reduced by 3% during my tenure in the region and was below company goals. I relocated to California to open a new market, 12 stores in two years. This process included site selection and surveys, supervision of build-out, recruiting and hiring of all team members and all project management duties for store openings. I had less than 3% employee attrition during my tenure, achieved all shrink goals and met budget as well as expense goals. I also served as both Loss Prevention and Human Resource guidance during that time.

Director of Store Operations and Training: Budgeting and P&L responsibilities for a 360 store organization, creation and implementation of all field training manuals and programs including store training manual, register manual, policy and procedure manual and online training programs, creation and supervision of all training tracking programs, recruiting, hiring and training, annual evaluations, all store communications, supply pricing negotiations, purchasing and shipping, contract negotiations for all store vendors, store repairs and maintenance, all analyzing and reporting of field sales and productivity, payroll analysis, shrink analysis, profitability and any other functions deemed necessary.

1999-2002 Washington Inventory Service: District Manager

As a District Manager with Washington Inventory, my responsibilities included supervision of 3 area offices in Northern California, hiring, training, disciplinary actions for over 200 employees; complete understanding of a variety of store inventory processes, budgeting and P&L responsibilities and any other tasks needed.

1996-1999 It's Fashion: District Manager

As a Fashion Industry District Manager, I maintained excellent customer service, hired, trained, and disciplined over 50 employees, achieved budgeted sales, and controlled expenses. My District was consistently in the "Top 3" with the Company.

1993-1996 American Studios: Regional Training Director

1990-1993 American Studios: Regional Human Resource Director

1989-1990 American Studios: District Manager

Regional Training Director: During my tenure with American Studios, my responsibilities included training programs created and implemented for over 3000 employees, consistent improvement of employee Training Programs and tiffs, instituting new and innovative bonus programs and local training of all District and Area Managers as well as all field Associates in the following areas: Hiring/Interviewing skills, Coaching and Counseling, Disciplinary Actions, Performance Improvement Plans, Individual Development Plans, Train the Trainer concepts, as well as assisting in all Training Classes held by District and Regional Managers.

Regional Human Resource Director: my tenure with American Studios, I was responsible for all recruiting, hiring and training of all regional field employees as well as advising district and regional managers in all field employee relations issues by utilizing not only current established company policies but also updating the company on new legislation instituted which affected employee hiring and relations. My responsibilities included training programs created and implemented for over 3000 associates, consistent improvement of employee Benefit Programs and tiffs, instituting new and innovative bonus programs.

District Manager: As a District Manager with American Studios, I was responsible for hiring and training all photographers and sales personnel for 35 Wal-Mart stores. I maintained and above average sales within my District while achieving the highest standards of customer satisfaction and cost control. I promoted 4 District Managers out of my District and two Regional Trainers.

Education

1985 - Sulphur High, Sulphur, La.

1989 - Lamar University, B.S. Business Management

2000 - Wicklander-Zulawski: Interviewing and Interrogation Certification

2005 - Franklin Covey: Situational Leadership course graduate

2006, 2008- Advance Interviewing and Interrogation Certifications

2007 - SHRM Advanced Employment Law and Legislative Guidelines course graduate

2009 - SHRM Coaching to Superior Performance seminar attendee

2010 - Advance Certification Wicklander-Zulawski Interviewing and Interrogation Certification

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