Customer Service Sales

LORRAINE BALL *** N. Alta Dena Street

Mountain House, CA 95391

Telephone: 510-***-****

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

EDUCATION:

San Diego Community College, San Diego, 1993-1995

California State University, Hayward, CA 1998-1999

QUALIFICATIONS:

Exceptional communication, customer service and interpersonal skills, as well as prioritization, analytical and problem resolution capabilities. Highest of ethical standards, a passion for excellent customer service, and an

appreciation for diversity (in culture, style, views), as well as the ability to foster a supportive, collaborative and productive environment.

Experienced in Microsoft Word, Excel, PowerPoint, Outlook, and Apple Key Note & Pages. Social Media guru with strong knowledge and understanding of the various social media websites (Facebook, Twitter, YouTube).

JOB HISTORY:

Vanity Fair Kipling- October 2012- Present

Position: Store Manager

Livermore, CA

Responsible for the daily operational management of Kipling (an outlet specialty retailer) focusing on handbags, luggage and accessories. Evaluates on an on-going basis customer flow through conversion, store KPI’s, merchandising, marketing, and employee relations.

Demonstrates leadership in driving sales and profitability with strong customer service and retail sales

experience.

Responsible for recruiting, hiring, scheduling, and training. Develops employees into leaders.

High levels of visual and merchandising standards

Manages the operations, financials and labor hours. (Taleo & Kronos)

Experienced in building a brand, inventory management, and loss prevention.

Beverages and More (BevMo) - November 2011- October 2012

Position: Assistant Store Manager

Danville, California

Operational Management of a 12,000 square ft. retailer of a multi- million a year high profile location of wine, spirits, food and retail products. Constant focus of day to day customer flow movement of product to ensure maximum exposure. Managed deployment of staffing for merchandise calendar change overs, customer flow, holidays, price adjustments, and season changes to meet customer needs appropriately.

Highly adaptable to an ever changing environment where sales can flux from 7K to 70K in a single day depending on season, holiday, and events within the community. Met with customers who needed assistance in planning and shopping.

Job Duties included but not limited to:

Daily activity of analyzing sales budget, comps to LY, projections and labor

Responsible for driving sales within the organization

Prioritizing plans and adjusting schedules as needed to meet projections

Planned and coordinated campaign and holiday sale drives in a timely manner

Handled complicated customer transactions

Weekly review of sales, strategies, successes and opportunities

Participated in quarterly business statistic reviews, building on successes, creating opportunities, protecting and maintaining key skis to increase contributions

Strong communication skills with staff on ever changing demands of business

In charge of Receiving Department

Managed vendor/ buyer/ distribution relations

Aggressive marketing change overs including competitive price adjustments on over 15,000 SKU's.

Inventory Management from full inventory, scan-outs, cycle counts, SKU history, adjustments, receiving, transfers, price adjusting

Trained on Web Order Management, Club BevMo Management, Web Hiring Process (Acentis & Kronos)

Employee Relations and Development: Managed and assessed employee performance, with consistent feedback, coaching and performance appraisals

On-going employee training on new and current products in Wine, beer, and other products.

Complied with ABC Licensing, OSHA and Health Department standards and policy adherence.

Mesa AirNet - January 2009- April 2011

Position: Inside Sales & Accounting Representative

Plateau Valley, Colorado

Inside Sales and Accounting Office Manager for a high speed bi-directional wireless internet company that specializes in Wi-Fi and server storage. Prepared and audited time-sheets, billing, invoices, accounts receivable, past due statements while following up with owner and technicians regarding clients status. Maintained customer base and followed up on all new leads and referrals. Conducted continuous assessment of area's needing high speed coverage, utilizing customer feedback to reinforce and improve quality of service i.e. noise / static / interference from tower locations so that technicians can eliminate any issues incurred. Scheduled meetings and appointments in Outlook.

Blink Coffee Company / Mesa Creek Wine & Spirits- May 2007- January 2009

Position: Director of Operations

Mesa, Colorado

My initial employment started with Mesa Creek Inc. as a consultant on development of land for retail and food service in Mesa, Colorado due to my solid experience in working for Starbucks.

I consulted on building logistics regarding construction, design and layout of operations in beverages, food and retail. I was heavily involved in the development of the 3 year business plan targeted to the area’s needs and industry demand. Assisted in the development of the Profit and Loss plan for Blink Coffee Company. Consulted and acted on all retail merchandise purchases. Consulted and was instrumental in the hiring of staff.

My position as consultant transferred into a full time position as Director of Operations working directly for the CEO and CFO of Mesa Creek Inc., Blink Coffee Company. Mesa Creek Wine & Spirits was later built within the same retail shopping area a year later. I was additionally assigned to develop the business in retail liquor, wine and beer. After the opening my duties were to oversee the operations and maintain a vendor retailer relationship.

Job duties include and are not limited to:

Leadership, merchandising, customer service, inventory, Profit/Loss and civic responsibilities.

Responsible for the performance of store operations.

Demonstrated delegation skills, raised diversity awareness and provided performance management training and team building.

Worked to drive sales, ensuring legal/procedural/moral compliance, provided direct supervision, guidance and training/development opportunities to associates.

Trained staff on merchandise arrangement in order to create volume sales.

Created and developed an ongoing variety of beverages and food.

Acted as a purchasing buyer – sources and purchases coffee, teas, wine, beer, liquor, non-alcoholic beverages and retail merchandise and grab n' go products.

Ensured sustainability efforts, such as waste and energy reduction to ensure positive environmental,

socioeconomic and business impact.

Committed to continuous improvements and passion to quality, healthy, fair-trade products

Created and helped execute on overall design of business interior and ambiance.

Developed training guides and modules.

Recruited, hired and developed staff through classroom facilitation.

Consulted on the three year business plan, systems development, POS development, inventory tracking, recipe development and cost evaluation for the store.

Consulted on target demographic marketing.

Built up our lists of fans, followers and subscribers and encourage interaction and brand loyalty.

Developed blog posts, articles (or relevant media) and standard social responses. • Build relationships with key influencers

Constantly immersed in all emerging technologies / media to determine hot new trends / brand building

Responsible for scouting potential sources and coffee businesses for the expansion of Blink Coffee Company within Colorado’s Western Slope.

Consistently role modeled excellent customers service to all team members

Built strong Community Relations that enable growth to local business

Utilized customer feedback / suggestions to reinforce and improve quality of service

Accomplishments at Blink Coffee Company:

Instrumental in gaining mass media attention from the Denver Post, Grand Junction Daily Sentinel and various acknowledgements from public and nonprofit radio stations on the Western Slope of Colorado and Eastern Utah.

A brief segment on Blink Coffee’s location, uniqueness and charm was done by Channel 5 News within the first four months of operations.

Starbucks Coffee Company - November 1995- October 2005

Position: Store Manager

Milpitas, California

Reported directly to the District Manager of Operations

Directed operations for the Milpitas store location for 4 years. Previously managed over 6 store locations and

personally opened and operated 2 stores. Responsibilities included but were not limited to store P&L performance, customer service, retailing, staffing and employee development and training. Implemented company standards and policies, which included store initiatives, cleanliness and general appearance of stores. Committed to continuous improvements in operations, service and quality of products, operations and maintenance of facility.

Responsible for assessment and assignment of 25- 50 employees including hiring and termination processes.

Inspired learning that creates passion by building strong store teams and demonstrating good judgment by upholding guiding principles, quality standards and providing excellent customer service. Recognized and responded to performance issues, with honest and direct communication by following Starbucks ethical and disciplinary guidelines.

Internally promoted dozens of "Gold Standard" partners/employees to management positions.

Accomplishments within Starbucks:

Co-managed two Starbucks stores for 4 months in the year 2000, one being a heavy hitter location in retail sales volume.

Trained and certified as Classroom Core Facilitator.

Trained and certified as Coffee Master for Region Jewel in the Crown- East Bay, CA.

Awarded in the past 3 years for staffing the district from retail management, shift supervisors, and baristas.

Received community recognition within the Silicon Valley area of Milpitas, CA as having one of the “Best Retail / Restaurant Businesses” 3 years in a row.

Rated one the highest ratings in the region and company for “Customer Snapshots” averaging amongst the highest rating from 95% to 100% at multiple locations.

Assisted in store openings of over 15 locations in the San Francisco Bay Area and East and South Bay. This included setting up of store interiors, set up of POS and Manager Work stations, and training of employees.

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