Customer Service Sales

Michelline M. Glaves

**** ** **** ****** ***. ***B Lauderhill, Florida 33319 614-***-**** *******@*****.***

Customer Experience Manager

Customer Service Excellence § Communication Skills § Retail Store Operations

P&L Management § Personnel Training & Supervisory Skills § Excellent Work Ethic

Budgeting and Cost Control § Inventory Management § Employee Relations

Customer Relations § Shrink Reduction/Loss Control § Leadership and Coaching

Qualifications

Highly dependable, innovative, and customer-focused professional with a distinguished career in providing customer service excellence within highly competitive and rapid changing environments. Proven ability in relating effectively to individuals at all levels within the organization; accurately performs challenging tasks with precision and keen attention to detail. Demonstrates strong interpersonal and communication skills, with the capacity to develop and maintain productive working relationships. Expertise includes resolving escalated customer service issues in a timely manner to ensure satisfaction and loyalty, change management, employee empowerment and situational leadership. Efficient and organized with strong analytical, logical, and excellent communication skills.

Professional Experience

THE GAP (Boca Raton Town Center) Boca Raton, Florida

Brand Visual Manager November 2013 - Present

Monitors and drives sales performance and related metrics on a daily, weekly and monthly basis

Manages efficient and effective handling of all merchandise from shipment receipt, processing, merchandising floor-sets and replenishment systems

Oversees the implementation of all visual presentation and ensures the Visual Presentation Assessment (VPA) meets Brand standards

Responsible for hiring and terminating members of the brand visual, merchandise and logistics teams

Creates and executes the development of the brand visual, merchandise and logistics team by providing in-the-moment coaching, training and feedback and actively facilitates the growth and career path of these employees

Develops a high performing Brand Experience team and a customer-centric culture

Drives employee engagement by recognizing and rewarding employees for outstanding performance

Acts as the Leader on Duty as needed and consistently models the brand service standard & sub-brand selling behaviors

Supports and ensures execution of all shipment receiving and processing procedures to floor ready standards

Supervises the Brand Experience Manager/Lead/Expert to direct shipment placement on sales floor

Ensures floor is replenished per company guidelines

Performs stock transfers of damaged and defective merchandise, completes re-tickets and charge sends according to Stock Manual

Provides feedback to General Manager regarding merchandise-handling concerns/opportunities

Is responsible for the focal process for direct reports on the Brand Experience team

Provides on-the-job training to all employees on company initiatives and standards to ensure that everyone fully understands company direction

Provides in the moment coaching on sales floor to staff to reward good behavior and to redirect when needed

Oversees and executes markdowns in a timely and accurate manner

Tracks productivity and ensures that the team is meeting company standards for all Brand Experience tasks

Maintains brand integrity in all areas of visual display

Implements and complies with presentation book standards, adjusting visual presentation to consistently ensure brand appropriateness

Maps merchandise flow and product placement

Generates and analyzes Field Merchandise Reports and makes necessary product placement adjustment based on selling and FMR reports

Reviews DER to plans for merchandise placement/substitution

Maintains all shipment related paperwork to meet audit requirements

Ensures participation in community involvement to drive brand awareness and loyalty

Manages all store supplies including shipment supplies and fixtures, and communicates needs to manager

Ensures all back room areas including bathrooms and employee break areas are cleaned regularly

Ensures store is a neat, clean and safe environment for all employees

THE GAP (Easton Mall) Columbus, Ohio

Customer Experience Manager January 2004 - Present

Charged with recruiting diverse and managing qualified GAP employees while meeting sales goals for the each store.

Increased GAP Credit Card Goal in the 2009 Fiscal year by 10%

Monitor and drives sales performance and related metrics on a daily, weekly and monthly basis.

Daily training, motivation and supervision of the full-time and part-time employees

Schedule and executes Welcome to Gap Inc and other training for the employees

Conducted performance reviews for the Customer Experience and Employees

Help Improve at the customer experience at the Easton Store.

Interviewed, hired, trained, mentored, coached, and evaluated performance of hourly associates.

Acting General Manager (Jan. 2012 to Jun. 2012)

While in this position for six months, the store was able to deliver a 11.5% increase from the previous year. I did this by maximizing store business results, by consistently creating exceptional customer service. We were able to deliver these results through social media, my replenishment strategy, and implementing ship from store. I focused on scheduling fitting room and denim specialist during peak hours in order to maximize sales and deliver customer serive results.

As the acting general manager, I fostered team work and collaboration with the store and the District Manager, having leader on duty accountability, ensuring positive customer service results and ensured that there was a weekly walk through with the managers and the logistics supervisor to identify areas of successes and opportunities.

I facilitated consistent customer service through effective LOD role, effectively coaching and educating the team to ensure better CES results. I maintained optimal staffing and scheduling by reacting to changes in traffic and business trends. I recruited, selected, trained and developed high performing sales associates, communicated goals and provided Leadership which inspires total associate commitment to the company objectives, and values through effective coaching, motivating, recognition and timely constructive feedback. I wrote and conducted Brand Logistic Expert and Sales Associates annual performance evaluations.

Tommy Hilfiger Columbus, Ohio

Sales Coordinator November 2003 – January 2004

Merchandising in Men’s, Women’s, Misses, and Young men’s Departments

Managed aspects of merchandising, display and stocking

Worked with store manager to ensure merchandise changes aligned with sales patterns

Worked with the store managers to maintain merchandise

Macy Columbus, Ohio

Sales Manager October 2000 – May 2003

Managed, Maintained and Supervised 60 sales associates

Recruited and Trained Sales Associates

Handled sales tracking and reporting, inventory control and employee payroll

Assisted regional merchandise manager on stocking, tracking and sales of men’s department

Education

Associates Degree in Business Administration

Miami Dade Community College • September 1985 – May 1988

Contact this candidate