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Customer Service Manager

Benton Harbor, Michigan, United States
August 28, 2018

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Betty A. Fisher

**** *******, ****** ******, ** *9022


Bent Tree Market

Convenience Store Manager

As Store Manager, I was accountable to Mno-Bmdasen (the “Owner”) for managing all facets of the Bent Tree Convenience Store and Gas Station (the “Store”) operations, protecting the Store’s assets and generating the Owner’s expected financial returns and outcomes, via profit and loss.

Successfully manage Store operations through effective management, scheduling and assigning of employees and following up to ensure expected results are accomplished.

Maintain Store staff dedicated to the high quality and customer service of the Store by recruiting, selecting and training employees.

Accomplish Store financial performance by planning, monitoring, and appraising job results, including coaching, counseling and disciplining employees as necessary.

Achieve financial performance by preparing an annual budget and making revenues and conducting expenditures within budget, analyzing variances and taking corrective actions to maintain or exceed budgeted performances.

Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand the buying demands of customers.

Ensure availability of merchandise and services by providing approving contracts and maintaining inventories.

Formulates pricing policies by reviewing merchandising activities, implementing targeted sales promotions, authorizing clearance sales and having a thorough understanding of trends.

Markets merchandise within the community to increase market share and Store revenues by studying advertising, sales promotion and display plans; analyzing operating and financial statements for profitability ratios.

Ensure security of merchandise by implementing security systems and measures, including coordination with the local Pokagon Police Department.

Protect employees and customers by providing a safe and clean Store environment.

Maintain stability and reputation of the Store by complying with legal and regulatory requirements.

Determine marketing strategy changes by reviewing operating, financial statements, and department sales records.

Maintain professional technical knowledge by attending educational workshops reviewing professional publications, establishing personal networks and professional societies.

Maintain high standard of Store operations by initiating, coordinating, and enforcing program, operational and personnel policies and procedures.

Ensure store success by taking initiative and contributing to team effort with employees.

Make orders, conduct bank deposit; process and record financial information.

Resolve customer complaints in a timely manner to ensure customer satisfaction.

Actively negotiate preferred cost of Store goods to maximize margins.

Directly reported to CEO of Mno-Bmadsen (owner) and/or designee, J&H Oil Company (managing company).

Software: Excel Spreadsheets 2016, Power Point, Microsoft Word 2016, Microsoft Word Email 2016, Storetrak


Convenience Store Manager

Bent Tree Market 58788 Dowagiac, MI 49047; October 24th, 2017 –August 10th, 2018

Owner: Mno-Bmdasen 415 E. Prairie Ronde St.

Dowagiac, MI 49047


General Accountant, Payroll & Data Entry Specialist

Payroll Specialist – analyze, review and submit employee’s hours, corrections, and edited discrepancies and enter additional benefits, miscellaneous hours prepared for weekly for hours worked, paid, processed and transferred through Kronos to Ulti Pro payroll system.

Process and report ACH payments; direct deposit and advancements.

Submit weekly 401k retirement reports to Mass Mutual Retirement.

Submit and transport reports for live checks to Benefit Wallet Financial Group.

General Accountant- enter and update, data benefits, pay, promotions, demotions, department transfers, setup employee direct deposit, checking & saving, enter and adjust federal and state tax withholding of current employees through Ulti Pro.

Data Entry- record new and current employee’s general information and daily production, prepared for invoice and accurate inventory and audits through AX Microsoft Dynamic 2012.

Software: Excel Spreadsheets 2016, Power Point, Microsoft Word 2016, Microsoft Word Email 2016, AX Microsoft Dynamic 2012, Mass Mutual Retirement, Book 1, Outlook 2016, Skype for Business 2016, Benefit Wallet Financial Group, Ulti Pro


General Accountant, Payroll Specialist & Data Entry Clerk

National Standards Company, 1631 Lake St. Niles MI 49023; May 9th – July 28th, 2017 Temporary Assignment

Administrative and Frontend Manager

Provide Exceptional Customer Experience…. Control and Manage Store Operational Expenses …. Train, Coach, Cultivate, Inspire and Motivate….Build and Develop Great Team Leaders

Administer excellent customer service

Strong written and oral interpersonal communication skills

Dependable, Reliable and detail oriented

Energetic multi -tasker –project, self-starter and motivator, efficient in fast pace work environment

Quarterly Leadership Development, and Culture Training

System Updates; teacher & trainer of system updates, process and procedures

Assist H/R Manager; training of reports, policies, benefits, recruiting, hiring, interviewing, orientation, rewards, recognition, counseling, corrective action and terminating. Including legal compliances & internal processes.

Assessment: perform random and regular assessments to detect areas of opportunity and recognition

Trainer; managed, trained, mentored, coached, and schedule all administrative staff & supervisor meetings and daily huddles; including Cash Office clerk, Cashiers, Customer Service/Return Desk, Cashiers & Credit Coordinator

Expense Control; oversee, control, W-9 request, resolve charge backs, and manage & company expenses, including shrink

Purchasing: control, budget, order & maintain sufficient store supplies & services

Inventory: oversee accuracy of supply orders and front-end supplies and product

Organization Skills; excellent filing, bookkeeping, record keeping

OSHA/HIPPA trained

Schedules; create weekly staff schedules

Staff Time Card; manage, budget & balance weekly payroll hours

Time Cards; approve & manage commercial driver’s payroll time

Incompliance with State Laws; insure commercial drivers, trucks/procedures comply with state laws

Margin/Vendor Resolution; Oversee Credit Coordinator reports, research loss, credits, dispute, negotiate credits and resolve margin loss

Payroll Specialist – analyze, review, resolve and submit employee’s weekly/biweekly and salary hours, corrections, and edited discrepancies and enter additional benefits, miscellaneous hours prepared for weekly for hours worked, paid, processed and transferred through Kronos to People Soft payroll system

ACH Payments: Process and report debit, credit, checks, ACH payments; direct deposit and advancements

Financial Ledger; review, research, dispute & resolve monthly & weekly

Tax Exempt Accounts; setup, review, and perform monthly & yearly

Business Credit Accounts; review, audit, dispute & research discrepancies

Account Receivable/Payable; Setup, review, resolve, approve, receive, pay, research and dispute discrepancies & reports, credit collections

Collections: Check and Credit collections

Partner with the Store Manager: ensure quality customer service and staff, supervision, hiring and training

Meetings; facilitate weekly management meetings

Train: Coach, Cultivate, Inspire and Motivate, Build and Develop Great Key Players and Team Leaders

Team Building; facilitate weekly team building, assess progress and recognition and areas of opportunity

Coordinate the efforts of personnel to build revenue, meet sales & generate new customers applications, credit goals, promotions and payments

Policy/Procedures; review & ensure all policies, procedures & updates are made executed. Address and resolve any errors or glitches. Organize coach and train, follow-up for glitches in process

Reviews; perform yearly and quarterly reviews

Security; monitor secured areas; unlock/lock as a key holder

Merchandising and Inventory Standards; direct and oversee, review frontend planograms and inventory/product supply are incompliance

Audit: prepare and insure company is compliant with corporate and state laws, city, county, and township ordinance

Customer/Corporate Complaints; resolve customer/corporate credit and store complaints

Money handling/Deposits/Secure: with opening/closing procedures, safe count

General Ledger/Monthly Statements; approve, review, research, resolve, and pay purchase card. Review, resolve and correct account coding errors, insufficient funds, fraudulent currency, change fund/bank orders and adjustments. Review monthly operations expenses budget, margin and rental fees are incompliance. Make reservations, approve, research travel and training expenses and lodging and submit reimbursements of rental fees or services covered by the local store.

Banking Reconciliation/Ledger; review, research, resolve, approve, & submit daily bank deposits, statements, & reports. Insure sufficient funds are available for business, high volume traffic, seasons and holidays.

Phone Operator: operate multiline switchboard, direct calls and handle complaints and services

Price Integrity: Review pricing complies with local and state regulations. Insure Michigan Bounty law is reinforced and corrections are adjusted, analyzed swiftly.

Manage; cashiers, customer service/return desk, cash, money handling & administrative office, credit coordinator, loaders, price integrity

Former Positions Held: Phone Operator, Pricing Integrity, Customer Service/Return Desk Representative, Credit Coordinator (Accounts Receivable & Payable), Administrative / Cash Office Clerk, Frontend Supervisor

Software: Staffworks, Kronos, People Soft, Microsoft Word, Microsoft Email, Genesis


Administrative and Frontend Manager

Lowe’s Home Improvement 1300 Mall Drive Benton

Harbor, MI Drive October 18th, 1994- September 19th, 2015

Tax Accountant

Provide an excellent and efficient customer service experience.

Submit/File tax returns

Setup IRA accounts & create budgets

Submit tax returns for review/approval

Complete necessary paperwork & submit to IRS


Tax Accountant

H/R Block Benton Harbor, MI December 2006- March 2008

Tax Accountant

Credit Coordinator, Cashier, and Seasonal Gift Wrapper

Provide an excellent and efficient customer service experience.

Sold product & specially wrapped gifts to order

Processed credit card payments

Handle credit card complaints

Offered specials and featured items

Performed opening/closing procedures

Secure opening /balance register, secure end of day profits

House Cleaning


Credit Coordinator, Cashier, and Seasonal Gift Wrapper

Former Elder Beerman 1900 Pipestone Rd Benton Harbor November 1998-June 2000

Floral & Home/Gifts & Lamps Clerk

Provide Exceptional Customer Experience….

Create and sale fresh flower arrangements

Maintenance fresh flowers and plants

Place special order arrangements

Render excellent customer service

Perform yearly audits

Set updated planograms

Perform opening and closing procedures

House cleaning and maintenance department & work space


Floral & Home/Gifts & Lamps Clerk

Meijer- 1920 Pipestone Rd. Benton Harbor, MI March 1989-1994


Diploma, General Studies, 1986 graduate

Benton Harbor High School, Benton Harbor MI 49022

Current student- 2018 completion of Associate Degree in Business Administrative at Lake Michigan College, Benton Harbor

Continuing to complete Bachelor’s Degree in Business Administration and minor in Public Relations


Lowe’s Administrative Manager Achievements:

100% scores in our state and quarterly audits; ten of thirteen years holding the management position, and passing grades the following three years.

Successfully managed up to fifty or more employees in combined departments.

Manage and control shrink, inventory and merchandising standards.

Former President of Southwest Pinky Promise Women’s Organization – 2013-2014

Coach, mentor and teach young girls and women of diverse backgrounds and ethnicities.

Host weekly Bible Study

Coordinate retreats, vacations and team building

Sponsor scholarships for deserving students and single parents

Host/Facilitate quarterly empowerment and educational seminars and symposiums - established 2016 for preteen- adult women

Former Women’s Bible Study Teacher for Berrien County Jail, Benton Harbor MI 1998-2003

Former Women’s Bible Teacher and Instructor for KPEP Benton Harbor, MI –paroled/halfway home for women 2010-2013

Serve local hospitals, nursing homes, homeless shelters

Serve Women’s shelters and advocate against domestic violence

Yearly serve a variety of Church, Community Outreaches and Organizations

John Maxwell Certified Life Coach and Human Behavior Consultant August 2016-

Currently establishing a coaching and consultant business:

Training to coach and empower elementary and teen students; Authentically Me, Bully –Free through Authentic Identity Coaching & Consulting, Inc.

DISC Human Behavior Consultant and Life Coach with Personality Temperament Test

Community Pageant Judge – 2016 and 2017


Heather Farver


Tribal Pathways Administer

Human Resource Administer -Bent Tree Market

415 E. Prairie Ronde St.

Dowagiac, MI 49047


Sandy Kintner

J&H Oil Company

District Manager

2830 Chicago Dr. SW

Grandville, MI 49418


Tara Wiltfong

Creative Financial Staffing

Staffing Manager

330 E. Jefferson Blvd.

South Bend, IN 46624


Val Locke

National Standards Company

Human Resource Manager

1630 Lake St, Niles, MI


Rickey Ward

Lowe’s Home Improvement

Store Manager

269-***-**** Ext 800

Timeko Whitaker

Authentic Identity Institution, Coach & Consultant


Ronnie Fudge

Encompass Consulting Services, LLC


Sharon Versaw


Emily Schaus


Mariah Black


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