Customer Service Manager

**** * *** **.• BEAUMONT • CALIFORNIA

951-***-**** • **************@*******.***

SERINA NEESE

OBJECTIVE

To find a company where my skills are matched and challenged to grow.

SUMMARY OF QUALIFICATIONS

US NAVY

PROVEN LEADERSHIP

OVER 10 YEARS MANAGEMENT (soft and hard lines)

14 YEARS CUSTOMER SERVICE

FORKLIFT CERTIFIED

WORK OF EXPERIENCE

7/12 to 4/13 CRAZY SHIRTS, PALM SPRINGS CA. GENERAL MANAGER

• Maintain company standards and hold staff accountable for providing quality customer service and achieving store/company goals.

• Oversee all phases of store operations.

• Ensures appropriate staffing level and provides continuous and on-going training for staff including performance reviews and product knowledge/customer service training.

• Work as a team with Merchandising, Shipping, Inventory Control, Visual Merchandising, and other designated departments to maximize sales.

11/10 to 7/12 HOMEFABRICS & RUGS, RIALTO CA. MULTI UNIT MANAGER

• Service customers by providing merchandise; supervising staff.

• Complete store operational requirements by scheduling and assigning employees; following up on work results.

• Maintain store staff by recruiting, selecting, orienting, and training employees.

• Achieve financial objectives; scheduling expenditures; analyzing variances; initiating corrective actions.

• Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.

• Ensure availability of merchandise and services by maintaining inventories.

• Determine additional needed sales promotion; studying trends.

• Market merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.

• Secure merchandise by implementing security systems and measures.

• Protect employees and customers by providing a safe and clean store environment.

• Maintain the stability and reputation of the store by complying with legal requirements.

• Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records.

• participating in professional societies.

• Maintain operations by Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal network. • Maintain operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

03/08- 08/10 BLUEWATER SeRVICE SUPPLY & REPAIR, HEMET, CA. COMPANY GENERAL MANAGER

•Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

• Write routine reports and correspondence.

• Speak effectively before groups of customers or employees of organization.

• Perform business math (percentages, ratios, discounts, interests, etc).

• Define problems, collect data, establish facts, and draw valid conclusions.

• Microsoft Office suite, Prelude system and Internet software.

•

11/06 - 9/08 HARBOR FReiGHT TOOLS, HEMET CA. MANAGER

Ensures store standard are met in the areas of customer service, safety, merchandise presentation, production, housekeeping, cash handling, banking, and business reporting.

• Assists with the preparation of annual sales and expense budgets.

• Manage store personnel adjustments while maintaining payroll budget.

• Ensures store production goals are met.

• Maximizes floor layouts to achieve sales per square foot goals.

• Hires, trains, coaches, supervises, and evaluates staff.

• Coordinates stores’ delivery and pickup transportation needs.

• Identifies and resolves store equipment needs and maintenance issues.

• Approves accounting and timekeeping records.

• Is responsible for the overall direction, coordination, and evaluation of the direct reports.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Supervises 20 staff.

EDUCATION

Certifications on several payroll and accounting programs

Certificate from “Give Them A Pickle”, customer service program

Forklift certified, walk behind and sit down

Certified Jacks Magic Stain Specialist

US Navy Vet (Desert Storm)

Analy High School

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