Manager Customer Service

ZERLINA DENISE MOULIER

*** ****** ***** **. *******, MS 39047 / 954-***-**** / **************@*********.***

Results Driven Retail Manager

• Big box-experienced manager whose 25-year career with Fortune 500 retailers has been distinguished by

advancements, and achieving goal-surpassing performance from previous years.

• Successful in hiring, discovering in-house talent and motivating others – hired over 100 associates for a

Grand Opening store. Have discovered talent in stores to promote growth from within and have been able to

motivate and assist associates to live a healthier lifestyle and loose over 20lbs. Also, encourage the

management team to have healthier meals for meetings.

• Comprehensive background leading all aspects of retail operations (P&L, merchandising, sales,

customer service, inventory, personnel and management,) reinforced by bilingual fluency in Spanish.

• Group Fitness Instructor - Passionate about Fitness and Wellness. What motivates me is the desire to

change people’s lives by helping them modify their lifestyles and help them accomplish their goals.

• Looking to Relocate to South Florida. Open to other states if the opportunity fits my goals.

KEYSKILLS

Retail Store Management Customer Service Excellence

P&L Management Teambuilding/Training/Supervision

Budgeting and Cost Controls Inventory Management

Shrink Reduction/Loss Control Wellness and Fitness

Fluent in Spanish

EXPERIENCE

The Clinic Fitness Studio-Jackson, MS

A Unique Fitness Studio.

Group Fitness Instructor, 2011 to Present

Participant, 2010

Began as a participant in 2010. Embraced the healthy lifestyle change and became a Group Fitness Instructor to pay it forward.

Train one on one clients on Reformer Pilates, and Suspension Training and teach spinning. Prepare and Facilitate Boot Camps,

Recruit new clients, Advertise facility, encourage and motivate clients, assist with weight loss program and send out weekly emails

to clients.

Key Results:

• Personally lost over 35lbs.

• Completed two Ironman’s and reducing completion time from 8hrs 25mins to 7 hrs. 10 mines.

• Completed a 3 day 385 mile endurance bike ride around the island of Puerto Rico in 2010.

CarMax Super Stores - Jackson, MS / Ft Lauderdale, FL

Is the United States' largest used-car retailer and a Fortune 100 Best Company to work for 2013.

Senior Manager, 2010 to Present

Assistant Manager, 2006 to 2010

Business Office Manager in Training, 2006

Promoted to Senior Manager for the Business Office and Relocated to Jackson, MS following a Successful Manager Assessment.

Manage the operation of a Business Office and well as store leadership in a 110+ associate size store, utilize reports, analyze

information, Champion company and store initiatives, associate development, Customer Service and P&L management.

Key Results:

• Obtained an Exceptional on our 2013 Compliance & Ethics Store Compliance Review. An improvement from previous

year (Risk level 1).

• No findings on our yearly Cash Disbursement Audit receiving a scoring of 100%. An improvement of an 86% from

previous year.

• Repo Bad Debt reduction from $27.18 per car to a $10.91 per car.

• • Was recognized for the Recovery of 7 Repossed vehicles in Fiscal year 2013, resulting in a recovery of over

$120,000K.

• Over all Waste Book reduction from $31.43 per car to $17.15 per car.

• First store in the Texas Region to obtain and maintain 6 Stars (on a max of 6 Stars) on Voice of the Customer.

• Assisted our team to achieve record sales in February 2013

• Discovered in-house talent, trained and developed associates. Was able to get one associate promoted to assistant

manager and two associates to Lead Business Office Associates.

• Led up the Health Committee in the store and was able to motivate and influence tow associates loose over 20lbs. Have

also encouraged our store team to have healthier meals and snacks for meetings.

Bed Bath and Beyond-Kendall, FL

Ranked 294 on the Fortune 500 in 2012

Operations Manager, 2006

Department Manager, 2005

Advanced through promotions to become Operations Assistant Manager to manage an inventory of 12 million with 125 associates.

Provided strategic, operational and fiscal leadership.

Key Results:

• Reduced overtime in the store by 25%

• Effectively ran store with budgeted hours of payroll vs. store being over hours on a week to week basis.

• Put in place a plan for stockrooms to better manage process.

Home Depot-Puerto Rico / Hialeah, FL

Home improvement Store. Ranked 35 on the Fortune 500 in 2012.

Operations Manager, 2004-2005

Night Operations Manager, 2003-2004

Loss Prevention Auditor, 2001-2003

Cashier College Trainer, 1998-2001

Assist with the startup of grand opening of the first four stores in Puerto Rico. Managed a $54 million operation with 229 associates,

big-box locations, direct all departments (lighting, flooring, plumbing, lumber, garden, windows, doors and export);enforce sound

merchandising and loss control strategies; execute corporate programs, promotions and policies; drive optimal customer

satisfaction, associate productivity and P&L results.

Key Results:

• Improved shrink results from previous inventory by 10% by monitoring purchase journals.

• Increased store operating profit by 19% by researching P&L’s.

• Minutes per bill per company expectations.

• Awarded by the Mayor of Hialeah Gardens Certificate of Recognition for my contributions to community life in the City of

Hialeah Gardens.

• Effectively conducted monthly store audits with store management and assisted with the creation of action plans.

• Was the liaison during the opening of the first two stores in the island of Puerto Rico.

• Created the first Cashier College manual in Spanish to aid the training process in Puerto Rico.

• Conducted the first Cashier Olympics in Puerto Rico.

EDUCATION

Group Fitness Certification: 2012 Reformer Pilates Certification: 2012

Leadership Workshop: 2011 TRX Suspension Training: 2011

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