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Customer Service, Sales Manager

Location:
Fort Lauderdale, Florida, United States
Salary:
open
Posted:
July 06, 2018

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Resume:

ROGER GONZALEZ

**** ** **** *****, **********, FL 33351

786-***-****

ac55xh@r.postjobfree.com

QUALIFICATIONS

Bilingual leader with exposure to managing and leading in a changing business environment. Improving client relationships and customer service to maximize loyalty. Strong organizational, communication and interpersonal skills. Ability to inspire teamwork, improve inventory control and to maximize sales in order to achieve desired results.

PROFESSIONAL EXPERIENCE

Macy’s-Coral Springs, FL October 2016–Present

Sales Manager, Ladies Shoes

Manage staff of 15 sales associates and the success of a multi-million dollar business.

Jos A. Bank Clothiers-Coconut Creek, Plantation, Pembroke Pines

and Midtown Miami, FL June 2009–October 2016

Store Manager

Managed customer service on a daily basis.

Drive sales through coaching and training the staff on all selling behaviors and company initiatives to maximize profitability.

P&L management

Providing the Platinum Standards of Customer Service to ensure long term relationships.

Coaching and following up with staff on any new company policies and procedures.

Weekly one-on-one meetings, training and follow up with all staff members on store performance.

Identifying all store opportunities and challenging store management and staff to exceed all expectations.

Managing the hiring and training process to maximize the level of customer service.

Inventory control to minimize shrinkage.

Managing and administering all the aspects of the annual physical inventory.

Managing the operational aspects of the store: customer service and solving customer issues promptly, merchandising, markdowns, RTV's, transfers, customer orders, store maintenance, visual, store signage, in store promotions and tailor shop management.

RSD communication when necessary.

Neiman Marcus-Bal Harbour, FL February 2006–June 2009

Sales Manager, Ladies Shoe Salon

Identified growth opportunities and increased business by over $1.0 million the first year (2007).

Managed the success of a multi-million dollar business.

Managed staff of up to 15 sales associates with 4 selling over $1.0 million and 2 others on the way to achieving million dollar status.

Attracted and retained loyal clients by building a reputation of integrity, knowledge, accountability and sense of urgency.

Improved bottom line and shortage goal through inventory control and associate training.

Managed the process of new accounts through consistent training and flow-up.

Managed hiring through referral programs, recruiting out in the field. Trained all new employees in customer service, Art of Selling, new accounts and POS training. Assign all new employees to a buddy. Motivating and inspiring staff to exceed expectations and coach through associate behaviors.

Managed and facilitated the flow and placement of new receipts, weekly/monthly floor moves to keep the integrity of the selling floor.

Managed the price change process on time for optimum customer service.

Managed all operational aspects of the business. Sale set up, Markdowns, damages, RTVs and transfers.

Created and developed inventory floor plans.

Communicated with buying office about optimizing inventory opportunities.

Macy’s East May 1997–February 2006

The Falls-Miami, FL

Sales Manager, Ladies Shoes August 2003–February 2006

Managed staff of 14 sales associates and the success of a multi-million dollar business.

Increased business by almost $500,000 in the first year and doubled the business in 3 years with gradual increases through my last year.

Filled all open jobs through walk-in interviews, in-store referral programs and recruiting great people. Trained all new employees – Orientation, POS, new accounts and customer service.

Managed and processed the placement of new receipts, floor moves, selling floor standards and price changes.

Oversaw and managed all operational components of the business. Transfers, Special Orders, RTVs, damages and any mismate issues.

Created floor plans for inventory administration.

Sales Manager, Men’s Furnishings/Clothing & Accessories March 1998–August 2003

Managed staff of 16 sales associates.

Through organization and training grew business by 30% during my tenure.

Managed the process of hiring, training and coaching all employees.

Managed and processed new receipts, placement of new receipts, price changes, floor moves, promotional events and floor standards.

Oversaw and managed all operational issues damages, potential mismates, transfers, RTVs and customer special orders.

Created floor plans for the purpose of administering inventory.

Communicated with senior management on inventory levels, best sellers.

Aventura, FL May 1997–March 1998

Sales Supervisor, Ladies Shoes

Supervised 21 sales associates.

Managed all aspects of the selling environment.

Schedule production to optimize customer service and foster long term relationships.

Maintained the visual standards of the selling floor to company specifications.

Managed new merchandise, floor moves, price changes and promotional events.

Managed and developed floor plans for inventory.

Lord & Taylor November 1988–May 1997

Dadeland-Miami, FL

Sales Manager, Jewelry, SLGs/ Handbags/Accessories July 1996–May 1997

Supervised staff of 16 sales associates both full and part time.

Managed selling floor and stockroom standards, staffing, customer service, new accounts, inventory

control and teamwork.

Managed the hiring process and all training of new hires.

Managed price changes, new merchandise, floor moves and promotions and all operational issues.

Developed floor plans for the purpose of administering inventory.

Partnered with merchandise managers at the store and corporate level to ensure proper inventory levels.

Trained staff to maintain merchandise to company standards for optimal proper visual presentation.

Developed a strong post sales program in order to attract and retain loyal clients.

Maintain a reputation of integrity with outstanding customer service and follow up.

Sales Manager, Men’s Clothing/Furnishings & Accessories May 1993–July 1996

Supervised 14 associates focusing on customer service through the growth of new accounts.

Inventory and shortage control. Developing floor plans for the administration of inventory.

Managed the hiring and training process.

Managed the operational aspect, process of new receipts, price changes and floor moves, mismates, damages, returns, transfers and RTVs.

Maintained the visual standards of the selling floor to company guidelines.

Assistant Sales Manager, Men’s Sportswear June 1992–May 1993

Assisted in all aspects of the retail environment and customer service.

Assisted in hiring and training all new associates for a smooth transition.

Assisted in processing new receipts, price changes, floor moves, floor standards, damages, returns, transfers and RTVs.

Assisted in the development of floor plans for inventory.

Assisted in managing and administering inventory.

Aventura, FL November 1988–June 1992

Sales Associate, Men’s Fragrances

Top sales Associate

Sales Associate, Men’s Clothing/Furnishings & Shoes

Lead associate with growing responsibilities – floor moves, credit captain and buddy system

Sales Associate, Men’s Sportswear

EDUCATION

Florida International University - Miami, FL

Bachelor of Arts, Business Management & Marketing

TRAINING & BACKGROUND

Member of the Shortage Committee to help promote awareness with the selling staff to reduce and control inventory through organization and outstanding customer service.

Member of the Customer Service Team to help identify, promote and train associates on the reoccurring issues of customer service. Handling client relationships, which included promoting a positive relationship with a diverse clientele.

Member of the Safety Committee which identified internal and external safety issues to help reduce costs of accidents and improve the bottom line.

References available upon request



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