Customer Service Manager
Resume:
James L. Harding
American Fork, UT 84003
*********@*****.***
WORK HISTORY
Sept 2013 - Present
STORE MANAGER
Nebraska Book Company/Follett Higher Education - Taylorsville, UT
Improved customer service, problem resolution and drove sales
Ordered, invoiced, received, and determined stock levels of all inventory
Worked directly with vendors and manufacturers
Reviewed social media sites for local business and placed advertisements in various channels
Supervised recruiting, orientation, training, and HR paperwork and files
Travelled to provide store assistance out of state
Transitioned store after corporate purchase to new company operations, policies and procedures
Nov 2012 - August 2013
OPERATIONS ASSISTANT MANAGER
Gordmans American Fork, UT
Managed operations for opening a new multi-million big box store
Oversaw hiring, orientation, and HR paperwork and files
Accountable for guest experience, problem resolution, and shift management
Supervised Front End operations and staffing
Oversaw Stockroom operations and staffing
Worked closely with various corporate office contacts
Assisted in training and development of entire new store associate team
Accountable for facilities maintenance
April 2012 - Relocated to the United States
May 2011 – Mar 2012
GENERAL MANAGER
Indigo Books & Music Calgary, AB
Given accountability for results and performance of big box retail outlet with multi- million dollar volume
Ensured peak team performance to generate high level customer service and sales
Supervised implementation of new sales model and new on-boarding procedures
Created a positive workplace through staff motivation and solid HR practices
Reviewed PNL statements to adjust controllables such as labor and supplies
Responsible for customer experience, including complaint resolution
Coordinated with home office departments and regional management to ensure execution of goals
Trained junior leadership team members in many duties and skills June 2003 – May 2011
CUSTOMER EXPERIENCE MANAGER
Indigo Books & Music Calgary, AB
• Successfully built and trained a department team from the ground up which led the region in sales for years
• Assisted store manager in department redesign and rebuild
• Generated department growth unique within our sales region
• Accountable for the hiring process for majority of our hourly employees
• Transferred to the highest volume branch to help correct operational challenges
• Responsible for a large amount of store operations including cash & stock
• Oversaw receiving and tracking of incoming & outgoing stock including error investigation
• Worked with outside company to complete storewide inventory
• Effectively coached and supervised upwards of 15-20 staff on any given shift
• Wrote and delivered motivating performance reviews
• Ensured correct placement of stock to plan or to take advantage of “buzz”
• Planned and executed numerous public events, including Harry Potter book launches EDUCATION
May 2005 ASSOCIATES DEGREE
MT. ROYAL COLLEGE Calgary, AB
Business Administration - Human Resource Management Coursework included
• Employee Selection/Recruitment • Business Communications
• Business Law • Compensation and Benefits
• Labor Relations • Organizational Behavior
• Marketing •Accounting
• Training and Development • Computing - Business
• Business Administration • Management and HR Management
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