Customer Service Manager
Resume:
Lori McMullan
Kingston, Ont.
K7P 2T9
Dear Hiring Manager:
I am seeking a position that will benefit from my business background and at the same time provide me with new challenges.
My background includes more than 20 years of experience in senior management and self-employment with outstanding experience in customer service and employee relations. My strong customer service skills, my willingness to lead by example and my attention to detail are strengths that I can bring to this position
If you feel a meeting would be mutually beneficial, I can be available at your convenience.
Sincerely,
Lori McMullan
Lori McMullan
1242 Katharine Crescent, Kingston, Ont K7P 2T9
613-***-****, *************@*****.**
Objectives
To obtain a position that will utilize my proven skills in business, people management and customer service.
Summary of Qualifications
Results oriented professional with experience in retail management and manufacturing.
Expertise in setting up displays and merchandising products for new stores.
Interviewing, hiring and training new employees.
Weekly product ordering is completed reflecting sales.
Maintaining store standards, policy and procedures, as well as safety.
Strong leadership skills, customer service focused, excellent communication skills, strong team player, detail orientated, respect for compliance in health and safety.
Supervisory skills including coaching, orientation, scheduling and administrative tasks.
Experienced with Microsoft Office, Word, POS, SAP and Internet literate.
Managing cash office operations including inventories and audits.
Professional Experience
Detail Expertise and Organization
Managed all aspects of day to day store operations
Direct supervision of the store.
Scheduling for all departments to ensure needs of the business are met.
Total accountability for front end processes including work orders, cleanliness, coverage, accuracy of cashiers, loss prevention and vendor sign in
Finances - Vendor accounts, customer issue pay outs, lost prevention, write offs, budgeting and sales goals.
Managing the execution and implementation of weekly POG changes.
Maintaining store standards for stock levels as well as product merchandising and signage.
Working with sales floor associates, receiving, speciality sales, expeditors and vendors to ensure outstanding customer experience.
Maintaining accuracy for inventory ensuring merchandise is pulled and back stocked
Ensuring team members handling food follow food freshness standards, including product rotation, expiries, removing damaged product, properly handling temperature sensitive food and ensuring cleanliness.
Customer Service/ Marketing/ Problem Solving
Oversaw front-end operations to ensure an outstanding customer experience.
Developed and successfully implemented new operational standards for front-end. These standards involved authentic connections with our customers and meeting their needs.
Developed and implemented strategic marketing plan for business – created special promotions in community to showcase new business to the area. i.e. Special Olympic Picnic, Santa Claus parade float, developed special event coupons.
Marketed products and built customer retail base through tradeshows.
Second tier support for all customer issues and complaints.
Head of Safety Committee ensuring employees are current on monthly safety initiatives.
Walk store daily to make sure merchandising departments are well zoned, set with current with planograms and safety standards met.
Managing receiving, shipments, transfers, products being detail checked ensuring correct numbers for inventory.
Communication: Reports/ Presentations/ Technology
Prepare detailed reports for weekly district management conference calls.
Report business sales goals, gross margins, lost prevention and quarterly sales plans with a clear vision to accomplish company goals.
Complete WSIB claims for employees and customer issues.
Develop weekly schedule report for over 30 employees ensuring proper coverage.
Create daily office reports outlining cash floats, cash requests, deposits and other administrative tasks.
Audit customer files to ensure correct contract information and follow up notes.
Create daily sales, accomplishments and store cost reports for senior managers and executives.
Authored professional correspondence to customers and vendors.
Conduct successful vendor in-store events to promote sales within departments as well as installation programs.
In-store team leader for a successful conversion of company-wide computer program – DOS to SAP
Trained employees to update personal information profiles with HR program.
Accomplishments
Loss Prevention Audit – increased to 94 % from 83 % for yearly audit.
Mystery Shops – received 100 % for front end associates on numerous occasions.
Credit Selling – 8 out of 10 top selling associates were from the front end
Checkout Survey – noticeable improvement on ‘Friendliness of cashiers’ and ‘Checkout time’ categories month over month.
Work Experience
Sr. Manager Bed Bath and Beyond, Kingston Ontario Dec 2015 - present
Store Manager Bombay, Kingston Ontario Sept 2015 – Dec 2015
Sr. Dept. Manager Target, Kingston Ontario Apr 2013 - June 2015
Operations/Assistant Manager PetSmart, Kingston Ontario 2012 - 2012
Assistant Manager JYSK, Belleville Ontario 2011 - 2012
Front End/ Install Manager Home Depot, Belleville Ontario 2006 - 2011
Oak Mountain Primitives Co-owner, Brighton, Ontario 1993 – 2006
Education
Certificate Control Data Institute, Toronto, Ont December 1980
Diploma Dr. G. W. Williams S.S., Aurora, Ont June 1980
Awards and Participation
Team Leader of the Month
Home Depot Front-End Associate of the Month
Home Depot Customer Excellence Award
Team Depot Volunteer – painting and installing floor for abuse woman shelter
Volunteer with Special Olympics Picnic
Volunteer and setting up Santa Claus Parade Float
Volunteer with serving Christmas Dinner at Salvation Army
Fork lift certified
Food Safety Certification
CPR Level C+ and AED
Contact this candidate