Customer Service Sales

Jessica Rivera Cell: 267-***-****

***************@*****.***

Professional Summary 1900 Treasure Dr., Miami Beach, FL

33141

Highly innovative, enthusiastic, and results-oriented professional with over 7 years of management experience in retail and customer

service environments. Proven leadership qualities, strategic thinking and astute relationship management skills with the ability to

motivate and coach associates to achieve optimum performance levels.

Experience

Gourmet Dining, LLC – Madison, NJ

Catering Manager December 2011 to January 2013

Supervised, directed, and coordinated all parts of the meeting and catering service department including planning, organizing,

pricing and directing the activities of the convention service managers, catering services administrative assistants and catering sales

managers

• Completed annual individual and departmental budgets for catering and rental

• Ensured fulfillment with all facilities and compliance with all regulatory rules and policies

• Responsible for hiring, training new staff and development, payroll and scheduling

• Responsible for planning and organizing catering events for various industries including on-site and off-site locations

• Ensured constant product standard in food quality and a premier guest experience

Raymour & Flanigan Furniture

Customer Care Director February 2005 to September 2011

Established a high performing customer service team that created an unparalleled customer experience and provided a competitive

advantage over other furniture retailers in the Metro New Jersey market

• Led and developed a customer service team of 40 managers, supervisors and representatives

• Established, identified & developed training programs that drove excellent customer service and encouraged team

member growth as well as significantly improved employee retention

• Developed process workflows that eliminated barriers to accuracy, efficiency and quality

• Tracked and communicated metric results associated with policy adherence and process consistency to reporting managers

• Participated in business leadership meetings, developed and drove strategies and programs which improved the competitive

position and profitability of the organization

• Implemented the "Nesting Area" training resource for new associates to quickly and adeptly develop their knowledge

base and customer service skills.

• Achieved sales goals and service performance requirements through new customer sales

• Strengthened service development program by integrating strong mentoring/coaching elements into new associate trainings.

• Supported business development by working on the creation and implementation of "Personnel Shopper", an innovative,

personalized on-line service that contributed to increase sales in its first year

• Continuously learned about new products to be able to explain features of various products to staff and customers

Skill Highlights

• MS Office programs including Excel, Word & PowerPoint

• Bilingual

Education, Training & Achievements

Seton Hall University

South Orange, NJ, USA (2001-2004)

Professional Development

Raymour & Flanigan Leadership Development Institution - Liverpool, NY

Training & Achievements

Preventing Harassment, Workman’s Compensation, Emerging Leaders Program, Ethics, FMLA, Increasing Supervisory

Effectiveness, MS PowerPoint, MS Excel, GERS system, Time Management, Customer Care Manager Champion

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