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Customer Service Manager

Houston, TX, 77027
March 29, 2018

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I am an organized, skilled, hands-on, spirited and passionate leader, with a contribution of 36 years in Business and Retail management, who believes in building associate morale and giving amazing customer service.


4/2016 to 7/2017

7/2014 to 2/2016

2/2013 to 2/2014

Pottery Barn Kids

Houston, TX

Assistant Manager (Sales & Service)

•Assisted in leading a Team of 20 with a volume of $5 Million.

•Conducted monthly events to bring in outside business and Brand awareness.

•Effectively communicated with team members to maintain clearly defined sales expectations.

•Resolved customer questions, issues and complaints.

•Developed rapport with the customer base by resolving difficult issues with professionalism.

•Recommended changes to existing methods to increase the accuracy, productivity and prompt response of customer service to our clients; converting “no’s” to “YES.”

•Provided detailed monthly departmental reports and updates to senior management.

•Organized and located inventory.

•Upheld stock levels and proper pricing for multiple product lines.

•Provided customer service, and coach my staff on how to achieve goals by providing top customer service.

•Assisted in achieving daily, and monthly goals. I’m always aware of store goals and levers.


Sears Holding USA

Assistant Store Manager

•Appleton WI - Promoted September 2014 from Home Improvement Manager to Brand Center Manager of Appliances, Electronics, Floorcare/Sewing, Mattresses. Staff of 20. Overall store responsibility as Manager on Duty, 73 associates.

•Responsible for hiring, developing, observing, coaching and motivating staff of 110 - Sears Appleton WI.

•Ranked 3 out of 27 stores in company league for the region and 93 in the nation out of 718 stores September, October and November 2014. Appleton WI.

•Created marketing hiring ideas to increase staffing issues for the Appleton Market (i.e., WOW business cards, utilizing billboards). Increased over all sale for the Appleton WI, Brand Central Department from 85% to 130 % in the year 2014/2015.

•Texas City TX - April 6, 2015 - Hardlines Manager – Home Improvement, fitness, Appliances, Electronics, Floorcare and Mattresses.

•Responsible for hiring, developing, observing, coaching and motivating staff 60 and direct reports 18 with Sales Lead and 2 MCAs – Sears, Texas City.

•Initiated Profitable Sales (45%).

•Increased over all sale for Texas City TX Hardlines 36.2 for the year 2015.

•Customer Centric Focus by delivering a WOW member experience. (35%).

•Convert customers to members by incorporating web to store, Shop Your Way Rewards, and shopping recaps to build customer following. (10%).

•Utilize operations workbench (OWB); web-based reporting tool to explore sales statistics (business analysis), and key performance, listing top 3 departments in gross sales dollars.

•Scheduled Associates in accordance to business demands and needs, Track attendance and payroll.

•Track incoming merchandise receipts received on weekly truck; recognize in-stock percentage, and update projects indicators.

•Successfully increased profitability third and fourth quarter for department.

•Operational Execution; follow the process. Work with direct reports and other digital tools to ensure the implementation of corporate merchandising sales presentations (MSP), Planograms (POGs), operations, and human resource programs.

•Build a team of engaged associates by training Consultative Sales Reps through observations and coaching.

•Provided monthly Performance Appraisal reviews (smart plans) with staff.

•Execute corporate operational and merchandise initiative, marketing events and sales plans.

•Optimize departmental revenue and expenses. EBITDA and Earning Income Statement (EIS).

•Evaluated weekly Store reports to address sales trends, store wins and opportunities.

•Monitor and execute internal/external Loss Prevention and safety procedures.

Soma Intimate

Houston, Texas

Store Manager

•Directed and supervised associates engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.

•Ensured weekly schedules are prepared to provide proper floor coverage within fiscal guidelines; reviewed time sheets and other payroll documentation for accuracy and submits as appropriate.

•Promoted customer service by ensuring associates are greeted and assisted customers; respond to customer inquiries and complaints in a professional and timely manner.

•Modeled sales expectations by utilizing various techniques and communicating product knowledge to the customer; recommended merchandise selections and/or assisted in locating merchandise based on customer needs and desires.

•Maintained a visually appealing store, ensuring proper housekeeping, visual merchandising, and organization are kept to the highest standard.

•Trained associates on visual merchandising techniques to ensure store is maintained always.

•Monitored associate sales activities and productivity; acknowledge and communicates performance to associates; motivates and trains associates to achieve full potential.

•Performed all financial activities effectively and in accordance with policy including cash handling and reporting, price changes, and merchandise handling; ensured that all register transactions are completed accurately in accordance to policy.

•Prepared physical inventories and ensured proper accounting of receipts and outflows of merchandise.

•Operations: Managed the general operations of the store ensuring that the store is in working order and adequately supplied to ensure safe and efficient operations.

•Ensured compliance with all applicable laws, loss prevention policies, operating procedures and controls.

•Conduct associate training as needed to reinforce proper controls.

•Recruited, hired, trained and developed store associates.

•Prepared and carry out all performance appraisals and evaluations.

•Inferred Key Performance Indicator reports and deliver coaching as needed.

10/2008 to 6/2009


Oklahoma City, Oklahoma

Assistant Store Manager

•Assisted associate management team in hiring, assessing, coaching associates.

•Mentored team members and cross-functional working groups achieving results.

•Trained staffs of 10-60 associates in merchandising according to metric reports.

•Maintained supportive alliances with management staff in regulating inventory.

•Continuous liaison to customers in problem identification and resolution.

•Supervised and shared in visuals and operational practices accordingly to store procedures.

8/2002 to 8/2008

A Home Solution Corp, AHS Corp

Wichita, Kansas

CEO/Real Estate Investor/Property Manager

•Conveyed property solutions for buyers and sellers in Wichita Market.

•Held $450,000 purchased property assets from 2004 - 2006 and turned $515,000 of contracted real property products within 6-month year of 2006.

•Wholesale property contracts to private investors within US market.

•Pre-qualified and referred A/B credit clients to proper mortgage categories.

•Developed multiple streams of marketing to increase business. (Yellow page advertising, post-it notes, bandit signs, business card referral-based program, direct mail).

•Business networking.


Retail Management, Customer Service, Account Sales Representative, Direct Mail, Project Manager, Business Development, Real Estate, Organized, Train, Coach Teams, Cold Calling, Social Media, Call Center, Proofing, Fax, Microsoft Office 365, S.A.P., Ebitda, Learning Management Service (LMS), Clientele Development, Relationship Building, Team Development, Maximizing Profits.


8/2013 to 1/2015

Bellevue University Online (in progress)

BS, Foundation of Business Communication. Human Resource Mgmt. Recruitment, Selection & Placement. 4.0

3/2010 to 8/2012

College of the Mainland

Certificate, Real Estate. Principles of Real Estate, RE Law, RE Contracts RE Law of Agency, Psychology.

8/2002 to 12/2004

Wichita State University

BS, Sociology, Intro Social Research, Public Speaking, Gen Psychology, Coop Work. 3.8


Interfaith Caring Ministries

Food bank and Administrative support. 2009 – 2014

Houston Goodwill

Resale, sorting and Administrative support. 2011 - 2012


Available upon request.

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