Customer Service Sales
Resume:
Confidential User
Email: **********@********.***
Address: Address Withheld
City: Louisville
State: KY
Zip: 40205
Country: USA
Phone: 502-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Paula Campbell
1941 Bonnycastle Avenue, Apt #1
Louisville, Kentucky 40205
**********@********.***
EMPLOYMENT SCOPE AND OBJECTIVE
Result-driven professional with over 10 years of demonstrated experience in management, supervision, and merchandising, seeking to utilize my experience in a position in the retail/sales, customer service, or logistics fields where I can improve customer satisfaction and project quality, while simultaneously expanding my skills and abilities through exposure to new environments. Dynamic career experience in the retail sales management industry derived from recognized commercial and educational business enterprises. Passionate manager versed in national strategic business platforms and practices, with proven ability to determine appropriate merchandising venues, product placement, and market strategies to achieve optimal sales revenues. Consistent management track record that demonstrates initiative to exceed personal and corporate sales targets. Proven ability to quickly and permanently resolve problems. Team oriented with excellent customer service and communications skills. Highly effective in training and motivating individuals and teams.
CAREER MILESTONES
Cash America International, Inc.
Provided management services for one of the most rapidly growing and successful international, financial and capital advancement companies abroad, operating over 2,000 locations throughout the world including the United States, United Kingdom, Australia, Canada, and Mexico.
Maintained impeccable financial goals and customer service standards which contributed to achievement and surpassing corporate milestones, including the doubling of company operations over the past five years (2007-2012) generating over $1B in corporate revenue.
Created and supervised successful and friendly work environments to promote employee wellbeing and productivity, through which company popularity and growth increased, attributing Cash America to win the Forbes` 200 Best Small Companies list for three consecutive years.
Management and sales abilities at local storefront generated over $500K in annual revenue.
Barnes & Noble, Inc.
Provided management, merchandising, and sales services for the world's largest bookseller; a Fortune 500 company, generating revenue over $5.1B in sales annually.
Contributed strong managerial skills, in support to enable Barnes & Noble to maintain leading role in the specialty retail and customer satisfaction categories for the fifth year in a row (2007-2012), as reported by the American Customer Satisfaction Index (ACSI). Provision of high ethical standards and superb management-level of excellence assisted Barnes & Noble to remain a top bookseller since 2007.
Management skills and leadership ability directly contributed to Barnes & Noble`s regular quarterly dividend returns and consistent holiday sales increases for the years: 2004(9.9%), 2005(5.7%), 2006(5.2%), and 2007(2.7%).
Assisted Barnes & Noble in the increase corporate profits, obtain corporate milestones, company achievements and awards in levels of excellence, and outstanding customer satisfaction, via supervision of local storefront for fiscal year 2007, through offering unparalleled selection and service to customers, and restructuring of merchandise layout and presentation, and through continued improvements to inventory management control. Inventory turnover rates improved to 2.63 times, the highest level in the company`s history, as inventories increased less than one percent on a sales increase of 4.6 percent compared to the prior year (2006). Submitted recommendations and related changes regarding storefront operations that was integral to increased annual corporate revenue.
Generated over $600K in annual sales through local store via management direction and sales techniques.
Eastern Kentucky University, Richmond, Kentucky - Campus Bookstore
Proactive leadership and unmatched organizational skills provided university with unparalleled service capabilities to facilitate and manage over 16,000 students per school year, with ever-increasing influx of student numbers.
Impeccable supervisory skills, inventory control management, and customer service operations directly resulted in campus store earnings reaching over $1.5M in annual book and merchandise sales.
EMPLOYMENT HISTORY
Manager, Cash America International, Inc., Louisville, Kentucky (2007 - 2013)
Managed day-to-day operations of local storefront through provision of impeccable work ethic standards, employment of real-world business sense, and maintenance of detail-oriented organizational skills. Maintained leadership and development of office personnel, maintained customer relations standards, upheld corporate standards, and facilitated recruitment and retention of quality employees. Promoted and fostered customer-friendly atmosphere in order to sustain successful return of customer base and high sales transactions. Trained excellent staff utilizing high-energy management style and extroverted sales personality, with strong background rooted in customer service and client satisfaction. Designed marketing schema and directed placement of store merchandise to high-volume traffic areas to enhance visibility and sales margin.
Implemented company processes and procedures including inventory control management, Project Finance Initiatives (PFI), merchandising, storefront presentations, storefront display systems, and Fair Share Contribution (FSC) reporting. Managed corporate office operating procedures to ensure customer interaction and treatment met or exceeded established Cash America policies and regulations. Fostered and maintained customer relations atmosphere example for CSR training regimen-through exampled display of personal greeting to each customer entering storefront, in a friendly and helpful manner. Oversee warehouse distribution, inventory, shipping/receiving accounts, customer service issues, and purchasing/accounting for merchandise.
Reviewed and assessed monthly and weekly financial sales receipts, managed accounts payable/accounts receivable, reviewed sales receipts and performance with employees; communicated results to employees and made recommendations/modifications regarding staff sales techniques. Set goals and analyzed employee performance to maximize work efficiency and increase company profits. Maintained financial responsibilities for all company loans issued through local storefront including asset loans and short-term loans. Prepared and maintained corporate budgets, financial goals and statements, sales projections, and approved corporate expenditures. Provided security services for customer assets and valuables.
Managed all training for Customer Service Representatives (CSR) staff. Created CSR development strategies to meet and exceed prescribed Cash America standards. Sourced and recruited CSR employees, ensuring each individual was the best suited/qualified candidate for their prospective role. Exceptional supervisory ability to multi-task in a fast-paced environment, and to channel employee talents to further company sales and productivity. Directed regular employee team meetings; reviewed and trained staff regarding corporate mission and sales objectives. Trained staff on product knowledge for all new merchandise. Trained CSR`s on all company computer systems, proprietary software applications, and data input devices and methodologies regarding database inventory, company recordkeeping processes, auditing, and data extraction/reporting tools. Administrated operations and directed staff through solid written and verbal communication skills, and through proficiency in office administration skills and software platforms (proprietary Cash America inventory control systems and applications; MS Office - Word, Excel, PowerPoint, Access, Outlook, etc.).
Implemented and overseen day-to-day company operations. Set daily tasks for customer service staff and employees. Conducted employee performance reviews. Provided staff with consistent and constructive feedback concerning evaluation of employee strengths/weaknesses, job performance, and corporate goals, through personal interviews, group meetings, and general bulletin board postings. Submitted employee annual performance reviews, appraisals and recommendations. Drafted and reviewed police seizure reports for stolen goods and items. Drafted and maintained building maintenance and repair schedules.
Researched, assessed and maintained on-going product knowledge-base for the identification, introduction and marketing of new and current merchandise. Provided enhanced product knowledge and valuation assessment skills in the support and sales of unique merchandise, including precious metals, gems, diamonds, gold, silver, jewelry, weaponry, computers, and high end electronic devices. Maintained inventory control, valuation, and pricing for all merchandise, including new, antique, refurbished and scrap jewelry, gold, diamonds, as well as other precious metals.
Manager, Barnes & Noble, Inc., Richmond, Kentucky (2004 - 2007)
Managed retail storefront operations and staff to ensure bookselling culture and customer service standards remained consistent with and Barnes & Noble sales and merchandising policies and regulations. Introduced and developed new customer service concepts and aligned staff work ethic to foster and enhance customer focus-based atmosphere. Recruited and trained high-quality candidates for bookseller staff. Assessed day-to-day store operations, situations, customized solutions, and communicated plans/drafted reports in order to accomplish objectives. Established and overseen project timelines and milestones for various company programs and schedules. Directed staff meetings and employee work development training sessions. Resolved customer complaints regarding sales and service. Maintained and enforced security measures for all storefront assets.
Strategically planned and allocated company resources to maximize store sales, profitability and efficiency. Implemented strong analytical skills, and utilized business reports and national industry strategies, to maintain competitive knowledge of cutting edge business practices, in order to consistently identify opportunities to drive and increase sales profits. Monitored customer patterns, preferences and trends to determine focus of sales efforts.
Modeled, coached and trained employee bookseller team to deliver excellent customer service and satisfaction, offer effective and helpful selection techniques to assist customers with purchases, and provide firm direction and adherence to Barnes & Noble operational standards. Recruited, hired, trained and built diverse, knowledgeable and motivated bookseller team. Played integral role in the selection, evaluation and development of bookseller staff, while fostering a pleasant employee-centric work atmosphere.
Managed accounts payable/accounts receivable. Determined merchandise price schedules and discount rates. Maintained project management goals via development of planning and budgeting goals for clothing line, promotional gifts, and specialized products using Microsoft Project, as well as other project management software platforms and spreadsheet applications.
Directed and coordinated activities involving the sales of specialized merchandise and other products. Developed and organized merchandising display themes, including hosting special events, holidays, sports venues, and other sales and marketing promotional ideas/concepts. Managed logistics and distribution aspects of daily operations, including purchasing, shipping and receiving, accounting, auditing, and customer returns.
Managed and scheduled efficient distribution and supply chain processes for warehouse goods, including oversight of transportation of products and delivery timelines/schedules, inventory control, warehousing and monitoring of flow of merchandise. Organized and maintained electronic communication methods with vendors/suppliers, analyzed inventory turnover rates and transport costs, inventoried warehouse stock levels, and scheduled deliveries/shipments. Coordinated accounts with vendors, suppliers, manufacturers, retailers and consumers.
Supervisor, EKU Campus Bookstore, Eastern Kentucky University, Richmond, Kentucky (1999 - 2004)
Supervised and maintained textbook and merchandise departments for Eastern Kentucky University campus bookstore, through maintaining strict adherence to university campus policies, procedures and standards of performance, in customer service and store operations. Performed lead distribution and logistics role for the planning, organizing, purchasing, shipping/receiving, and accounting for all campus store textbook sales and related merchandise. Managed textbook and sales floor staff and customer service employees. Maintained vendor/supplier contract agreements and obligations with Eastern Kentucky University bookstore. Implemented and expanded marketing strategies to capture and increase textbook and university merchandise sales profits. Designed and directed promotional and holiday venues for bookstore department and offsite campus locations.
Developed inventory control methods to ensure rapidly changing textbook stock level demands for curriculums were met. Established and maintained store guidelines and merchandising budgets, in order to sustain competitive pricing strategies against competing commercial vendors. Monitored initial mark-on and cost of goods sold. Projected end-of-life and life-cycle product plans to facilitate arrival of new and recurring inventory trends. Coordinated markdown schedules for old merchandise, and conducted price changes on respective products. Reviewed operational records and reports of project sales to determine bookstore profitability margins.
Prepared and approved merchandise budgets and expenditures for various bookstore departments, including development of sales forecast plans, cost of goods sold, analyses and trends, stock turn projections, and shrinkage forecasts. Coordinated return of merchandise and products to vendors and suppliers for overstock, damaged goods or defective merchandise. Conducted audits for semester and annual bookstore textbook and merchandise sales. Conducted special inventories for specified departments as needed. Directed, coordinated, and reviewed recordkeeping accounts and shipping manifests.
Initiated and supervised all inventory control methods regarding purchase orders for clothing, gifts, and non-book merchandise via utilization of Intrepid inventory control system, Microsoft Excel spreadsheets, and other asset control software. Conferred and consulted with various university department heads to plan and advertise new market strategies and services. Researched and collated faculty data/information/specifications regarding projected textbook and merchandise acquisitions, related to future curriculums. Planned and organized promotions to increase sales market with minimum markdowns. Coordinated and maintained all merchandise and promotions for graduation department, including pricing and quality control of caps, gown, rings and announcements. Developed advertising and promotional plans for seasonal and monthly venues. Assessed marketing potential of campus and off-site store locations, considering statistics and expenditures.
Directed and maintained excellent standards for customer service training program. Allocated, managed and redirected staff resources and capabilities accordingly to adapt to changing bookstore sales needs. Planned and directed staffing, training, and performance evaluations to develop employees, control and direct sales, and enhance customer service satisfaction. Maintained and fostered positive EKU bookstore/university relationships through direct interaction with college student body, campus faculty, staff employees, vendors, and suppliers. Promoted and trained bookstore staff through positive examples of proactive leadership by direct engagement and interaction with faculty, administration and staff members in a friendly and helpful manner at all times. Worked orientations/campus events during peak seasons.
Supervised smooth and efficient operation of supply chain processes, including establishment of business relationships with new vendors, suppliers and retail businesses. Advised dealers and distributors on bookstore policies and procedures to ensure functional effectiveness of business operations. Monitored and assessed the quality, quantity, cost and efficiency of the movement and storage of goods and merchandise. Coordinated and controlled textbook ordering cycles utilizing various associated information systems and applications. Analyzed bookstore sales receipts, inventory control reports, and other data to monitor sales performance, in order to plan marketing improvements and project inventory demands. Expanded business development goals through acquisition of new vendor/supplier contracts, and through exploration of new merchandising markets.
KNOWLEDGE, SKILLS AND ABILITIES
Administration and Management
Real-world application of business and management principles, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources. Identify complex problems and review related information to develop and evaluate options and implement solutions. Select and use appropriate training/instructional methods and procedures to situational issues when learning or teaching new concepts or skills to employees. Motivate, develop, and direct personnel as they work; identify the best candidate for the applicable job. Manage use of one`s own company time as well as effectively manage the time of others. Use persuasive influence on others to change their minds or behavior. Maintain awareness of employee character traits/reactions; understanding why individuals act/react as they do. Monitor, assess and correct performance of personal characteristics/behavior, in regards to other employees, individuals, or organizations in order to make improvements or take corrective action. Identify and direct the developmental experience of employees through coaching, mentoring, and guiding to improve individual knowledge base and skills set. Create team building via encouragement, and the establishment of mutual trust, respect, and cooperation among team members. Train employees through identification of educational needs of others, and then develop formal educational or training programs, classes, and instruction sessions to cross-train staff. Recruit, interview, assess, select, hire, and promote employees within an organization. Provide guidance and motivation to direct and inspire subordinates, including the establishment of employee standards and the monitoring of personal performance. Infuse and integrate members of a group to work together to accomplish company goals and tasks. Ability to coordinate, communicate and balance multiple projects simultaneously.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services, including marketing strategies and tactics, product demonstration, sales techniques, and sales control systems. Utilize category flexibility through generation or use of different sets of rules, regulations or policies for combining or grouping organizations, departments, tasks, ideas, and concepts in different configurations. Effective communications and writing skills for generation of reports, analyses, and creation of sales and marketing advertisements for target audiences. Assess and analyze customer needs and product requirements to market and design creations, or concepts. Ability to assess and determine/judge the valuation, importance, or quality of people or products. Estimate and quantify characteristics/efficacy of products, events, and information via assessment of sizes, distances, quantities, determination of time/costs, resources, or materials needed to perform job, work or activity. Talent for creative thinking, product design and development, creating new processes and procedures, ideas, relationships, systems, or products, including artistic contributions. Proficient in time management and scheduling of personnel, work, activities, events, programs, and activities. Proficient sales aptitude to convince others to buy merchandise/goods or to otherwise change their minds or actions.
Financial Services
Effective management for financial services and credit resources via perform client consultations to meet customer financial needs and goals, establish loans and credit accounts, determine customer creditworthiness, develop and implement budgets and expenditures, perform general accounting, manage accounts receivable and accounts payable, and collect and report financial data.
Plan, organize, and oversee budgets, accounting, special projects and grants; reviews and applies relevant laws, regulations, Utilize mathematical reasoning and calculation methodologies through the usage of processing information techniques and formulations, compiling, coding, categorizing, calculating, tabulating, auditing, or verifying financial information or data, via analytical tools or software applications. Expedite monitor and control company assets and resources, corporate accounts, and expenditures. Monitor and review financial accounting data and information from sales, invoices, receipts from marketing events, and operational expenditures to provide cost benefit analysis through determination of added value or corporate waste. Train, supervise, and evaluate technical and sales staff; assign work and review for financial accuracy, completeness and compliance with established company, state and local regulations/requirements.
Customer and Personal Services
Knowledge of principles and processes for providing excellent customer and personal services, including customer evaluation and needs assessment, exceeding company quality standards and services, and surpassing customer satisfaction benchmarks. Employ customer problem sensitivity and resolution skills through ability to discern and anticipate customer frustration, which also include preemptive recognition and identification or source or origination of customer problems. Utilize active listening skills through provision of full attention to customer perspective and body language; discernment of customer problems, empathy for customer concerns and vocalized issues addressed; provide inquiries and feedback responses to questions asked by customer; and maintain quiet demeanor and attentive ear during customer explanation without interruption or indifference. Interact with customers by conveying information, responses and resolutions effectively. Maintain service-oriented attitude at all times through active assistance to help customer issues. Negotiate and resolve conflicts with patrons via the ability to handle complaints, settle disputes, and resolve grievances. Capability to establish and maintain long-lasting/permanent interpersonal and corporate relationships, via solid business and personal ethical standards, professional networking, relational construction techniques, and facilitation of cooperative working associations with others. Natural talent and experience in training employees to deal directly with the public and public venues, including customer service related activities with respect to retail enterprises and storefronts, receiving clients or guests, and interaction at trade shows/presentations/vendor relations.
Oral, Written and Interactive Communication
Impeccable oral, written, and interactive communication skills regarding customer relations outside corporate organizational structures, and through professional representation of corporate interests to customers, public, businesses, vendors, agencies, governments, etc. Effective and articulate ability to express and communicate information and ideas via speaking platforms and venues. Maintain interactive capacity to listen, comprehend, assimilate information and ideas, and then reciprocate explanation/solution in an articulate and clear spoken manner. Recognize, identify and comprehend speech, dialects, and languages of other peoples and nationalities. Retain ability to read and understand information and ideas presented in writing, composition, construction or arrangement of concepts, action plans, and then adapt or modify content into a certain order or pattern utilizing a specific rule or set of rules (i.e., patterns regarding numbers, letters, words, pictures, concepts, mathematical operations). Impeccable documentation and recordation skills set including data entry and keyboarding, transcription, storage, reporting; document other recordkeeping information from written, typed or other electronic/magnetic form or media, into various formats. Excellent administrative and clerical experience including performance of day-to-day administrative tasks, office management, oversight of customer service staff and employees, office organization, maintenance and storage of information files and processing of paperwork. Competent ability to analyze, organize, plan, schedule and prioritize office administration via creation and development of specific goals, tasks and plans; identification of pertinent information and resources by categorization, estimation, recognition of personality differences or similarities; tactful redirection of talent and personnel, circumstances and events, focus towards initiation of objectives, and commence actions and deliverable tasks through coordination and adjustment of employee behaviors in relation to pending job requirements.
Personal Attributes
Employ critical thinking skills through use of logic and reason to identify strengths and weaknesses in order to provide alternative solutions, conclusions, approaches to problems, and characteristics/behavior of personnel. Utilize inductive reasoning talents to combine pieces of information to form general rules or conclusions related to people or situations (includes finding a relationship among seemingly unrelated events). Provide originality and creativity in order to derive unusual or clever ideas about a given topic, idea or concept, or to develop innovative ways to solve a problem. Practice deductive reasoning abilities through application of general rules and situations to identify specific problems and produce solutions that make sense. Fluent in brainstorming and conceptualization techniques to generate various ideas concerning a topic or theme; able to analyze and determine viability and importance of a single idea for quality, correctness, and creativity out of a pool numerous ideas and concepts. Retain near-sighted vision perception to see details or concepts at close range, in order to make a full analysis or correct assessment. Analyze and assess detailed information and provide evaluation results in order to select the best solution or resolve a problem. Possess solid negotiation skills through innate ability to bring others together, reconcile differences, and come to agreement. Continually exploring active learning philosophy through education and application of new and progressive problem-solving and decision-making techniques.
Technical Reports/Documentation
Retain comprehension of corporate manuals, policies, guides, technical specifications, and operational procedures, and their usage and applications as they relate and integrate into the application of business model and operations. Maintain up-to-date knowledge base regarding computer and computer systems (including hardware and software), maintenance of company software and applications, set up functions, enter data, and process information. Research, maintain and update technical knowledge base regarding current electronic, computer and mobile devices. Able to identify underlying principles, reasons or facts by breaking down information or data into separate parts or components.
EDUCATION
Diploma, Tabb High School, Tabb, Virginia (1982).
Regional Management Training Program, Cash America Regional University,
San Antonio, Texas. (2008)
Currently pursuing B.S. in Business and Marketing Education, Eastern Kentucky University, Richmond, Kentucky.
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