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Manager Customer Service

Boonsboro, Maryland, 21713, United States
August 31, 2017

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**** ********* ******

Owings Mills MD 21117

443-***-**** mobile

SKILLS Proficient in all areas of public relations, as well as effective verbal and written communication ability. Also very knowledgeable in all areas of dictation and administrative functions. Skilled with Telecopiers and various word processing packages such as Windows XP, Microsoft Office Suite, Lotus 1-2-3, Eudora Mail and the Internet.


2004 Orange County Community College

Associates of Arts, Liberal Arts and Sciences

1989 Federation Employment and Guidance Services

Certification, Administrative Skills


10/09 - Present Bed Bath and Beyond Columbia, MD

Assistant Store Manager

Assisted in “Realization” & maximizing profit and controllable contribution.

Managed associate development by maximizing sales potential.

Managed daily operations including store opening/closing.

Ensured the execution of store signage and markdowns.

Responsible for creating weekly schedule to ensure “Keys to Coverage”.

Managed supply inventory & daily maintenance for the store.

Managed product placement and updates to merchandise displays.

08/08 - 10/09 Bed Bath and Beyond Hanover, MD

Department Manager

Owner of the hard-lines region of the business

Leader in the Merchandise “Big Walk” including featured items, traffic flow, dollar-out’s and hot faxes.

Communicator of Safety specs, Seasonal Trends, Signing Guidelines, etc.

Trainer and Implementer of Merchandising B.A.S.I.C.S.

Responsible for the training and development of 9 direct reports

Protect and enhance the customer’s experience while performing “Manager on Duty” responsibilities

Partner with Operations in attracting new talent, PO notes, RTV’s, etc.

Top Management driver of In-Stock and Bridal

10/07 - 08/08 Steve and Barry’s Glen Burnie, MD

Store Manager

Conceptualized and implemented new ways to dive sales and achieve goals

Monitored store presentation and support brand consistency

Communicated merchandise sell-through & market trend information to various levels of Corporate Management

Conducted associate recruiting, interviewing and hiring

Created and maintained team relationships

Diagnosed, developed and evaluated the performance of associates

Defined and delegated workload for associates

Partnered with Corporate HR Department in addressing and documenting unsatisfactory performance and policy violations of associates

Upheld and evaluated established best practices; communicated feedback to DM

Collaborated with Upper Management in analysis of store level reports; create and execute action plans to maximize results

Handle store level HR or LP issues with Corporate Management

05/06 – 10/07 Old Navy Windsor Mill, MD

Logistics Manager

Managed all activities in the Logistics Work Centers, which includes Product Placement, Prices Changes and Facilities

Developed short/long term recruiting, hiring and staffing strategies to support the business

Partnered with the GM to create, monitor and implement the scheduling plan to effectively manage workload, support business objectives and maximize productivity

Managed productivity improvement for all shipment processing, product placement and price change activities

Sets, monitors and follows up on productivity goals and objectives for the

Managed execution through effective planning, prioritizing, communication, and follow up.

Ensured operational excellence through the implementation of company defined best practices, on-boarding, coaching & development

Performed “Customer Experience Officer” responsibilities as well as store opening and closing procedures

Ensured that back of house standards are maintained to impact the Associate experience

11/03 – 05/06 Target Stores Middletown, NY

Executive Team Leader, Logistics

Supervised and directed entire Logistics Team

Ensured areas are impactful at store opening and peak times

Supervised daily push to the piece and backroom location audits

Provided appropriate feedback and direction to the team

Utilized the Solving Key tool to solve problems and correct opportunity areas

Recruited and train teams to maximize space

Made appropriate decisions to achieve expense control

2/02 – 11/03 Kohl’s Department Store Middletown, NY

Overnight Area Supervisor

Supervised overnight team and advertising sign crew

Maintained receiving and stock area to company standards

Ensured monthly and seasonal directives adhere to standards

Ensured associates maintained suitable customer services skills

Resolved conflict involving customer credit issues

Maintained department morale within the organization

Shoe & Young Men’s Department Supervisor

Merchandised and maintained appearance of new stock items

Managed all floor moves and call backs

Prepared weekly department schedules for team

Ensured that all company programs were followed by teams

Assigned tasks and directed workflow to associates

Communicated policies and procedures to develop a strong team

Demonstrated leadership as a problem-solver and decision maker

Misses, Career and Casual Sales Associate

Maintained department and fitting room appearance

Stocked new merchandise

Assisted in cashier operations

Ensured a proper customer relations attitude

Assisted customers wherever needed.

REFERENCES Furnished Upon Request

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