Customer Service Sales

Ashley M. Zuchelli

*** ***** ***. *** *****, Pittsburgh, PA 15206

724-***-**** \ **************@*****.***

EDUCATION

Indiana University of Pennsylvania, (IUP), Indiana, PA August 2011 - May 2015

Bachelor of Science: Fashion Merchandising

Minor: Business Administration; Concentration: Marketing

Cumulative GPA: 3.97/4.0

WORK EXPERIENCE

Nordstrom, Pittsburgh, PA

Department Manager, Kids’ Wear and Kids’ Shoes March 2017 – Present

Developed a business plan and implement daily to achieve a combined department volume goal of $2.5 million

Hired and trained a team of 12 sales people to provide exceptional customer service and to meet or exceed department sales productivity goals of a $140 SPH (sales per hour) combined average a year by cross selling and driving appointment-based business

Teach selling by delivering daily selling walks to team members which include daily store and volume goals, new product and ways to sell them, important company information, teaching topics, and setting expectations for our team and receiving commitments and strategies on how to achieve them

Partner with the divisional retail merchandisers of kids’ wear and kids’ shoes 6 times a year to ensure a great product selection for our customers, that our team is given the resources to provide the best customer service as possible, and to receive and provide feedback on to how to better move the needle within the business lens

Lead by example by driving appointment-based business and selling $135,000 for the year in 2017 and $142,000 for the year in 2018

Created a departmental Instagram page, kids shoe fit reminder program, and parent follow up program which allows team members and myself follow up with customers and generate predictable business

Consecutively exceed monthly department volume goals and was awarded with the Owner’s at Heart award for having great business and ranking #1 out of 18 stores for kids’ wear and kids’ shoes in volume results

Consistently merchandise the baby’s, boy’s, and girl’s clothing and shoe floors to reflect the most current fashion trends

Developed and promoted 2 assistant managers, developed a baby gear specialist, supported 3 all-stars who were awarded for providing the best customer service, and supported 2 pacesetters who were awarded for exceeding yearly sales goals

Department Manager, TBD October 2016 – February 2017

Created a business strategy plan to achieve a department volume goal of $1.6 million

Supported a team of 6 sales people to provide the best customer service and meet/exceed sales goals of a $216 SPH (sales per hour), including 1 pace-setter who achieved higher sales goals for the year

Nominated and awarded a team member for all-star, the highest award you can receive at the store level for providing the best customer service

Consistently merchandised department to provide fashion authority and the latest trends to our customers

Partnered with the Divisional Retail Merchandiser monthly to review product, team, and processes

Hosted 2 Denim Doctor Events in which the DL denim brand was promoted to customers by “diagnosing” them for their best jean fit

Assistant Department Manager, POV, Petites, & Encore December 2015 – September 2016

Assisted the department manager in achieving a department volume of $3.6 million as well as productivity goals by developing and executing a business plan

Coached 10 sales people to meet or exceed their selling goals of a $216 SPH and helped them to grow

Ensured that the team was delivering amazing customer service by teaching and leading by example

Owned the coat business by certifying employees in product knowledge and fit, maximizing floor presentation, and focusing on results

Partnered with the department manager and divisional retail manager to ensure that we provided the best quality, value, selection, merchandising, and presentation for our customers

Kids’ Wear and Kids’ Shoes Point Lead/Sales Lead November 2015 – December 2015

Provided examples of outstanding customer service, lead the team in selling techniques and department tasks, and assisted department manager in business and development plans

Future Nordstrom Leaders (FNL) October 2015 – November 2015

Acted as a leader in the classroom and on the sales floor by strengthening business acumen, driving growth, and achieving department goals with self-directed learning experiences

Identified opportunities to drive department results using key metrics such as popular sellers, selling techniques, and shared department and personal results through DM Dashboard

Demonstrated outstanding customer service and teamwork

Retail Management Intern, Kids’ Wear June 2015 – July 2015

Learned the art and business of sale through hands-on experience on the sales floor and in the classroom

Practiced selling skills and shared my knowledge about the newest fashions on the sales floor by delivering amazing customer service to clients who have a passion for following the latest trends

Assisted department manager in leadership duties including store volume, department volume, percent increase/decrease in sales, inventory, merchandise requests and replenishment, and delegating team tasks

Lead team by example in keeping the department runway-ready by stocking, re-merchandising, creating visual displays, pricing, marking down products, and cleaning

Established relationships with the company’s top performers and leaders at meet-and-greets, management meetings, and training classes

Sales Associate: Men’s’ Sportswear, POV, Kids’ Wear, & Kids’ Shoes May 2014 – December 2015

Provided one-on-one personal shopping service and style suggestions for each customer throughout a department store

Built relationships and clientele by offering rewards programs, checking up with their purchases and shopping experience via email and phone, and scheduling future appointments.

School of Graduate Studies and Research, Indiana, PA September 2011 – May 2015

Undergraduate Student Worker

Inputted data for approved thesis and dissertation applicants of graduate students

Updated lists of eligible faculty members to teach graduate courses 4 times a year

Maintained files of approved graduate students and verified they contained all required documents needed to graduate

Filed, copied, scanned, and shredded confidential documents and performed on campus deliveries to other campus personnel

American Eagle Outfitters, Greensburg, PA April 2010 – January 2014

Sales Associate

Store Top Earner, Certified Denim Expert and Stylist; provided individual assistance in sales specializing in denim and outfitting

Greeted and directed customers, promoted current sales and products, provided fashion consultation and recommendations, processed transactions including credit card applications, and assisted with apparel replenishment

Implemented store floor sets; created visual displays including mannequins, tables, wall displays, and other marketing

Trained new employees on customer service, interaction, and loyalty on the sales floor

ACTIVITIES

Visual Merchandising Club, (IUP) January 2012 – May 2015

Secretary (1 year); Vice President (1 year); President (1 year)

Scheduled meetings with other club officers, outlined and planned future club events, and advised club meetings and activities

Planned and implemented 8 window displays a year within a minimal budget for the fashion merchandising departmental building

Established relationships with local businesses and provided assistance with store displays

Planned 4 fashion-related field trips each year for club members to explore and interact with different areas of fashion in the business world

Produced 2 fashion shows a year by providing models, clothing and make-up artists, well-known hosts, DJs, music, food, and other entertainment open to the general public, and raised money for organizations

Raised $800 during our Men of Style Fashion Show, half of which we donated to The American Cancer Society

Provided 4 guest speakers a year to help guide members in their careers

Fashion Association Club, (IUP) January 2012 – May 2014

Member

Worked with the Indiana Arts Council to raise money for the community of Indiana by participating in an annual fashion show

Traveled to New York City each winter to meet with and build relationships with corporate fashion industry executives

AWARDS

Nordstrom Value Winner November 2018

Nordstrom Quarter 1 2018 Divisional Market Winner, Midwest Region May 2018

IUP Fashion Merchandising Valedictorian and Graduation Speaker May 2015

IUP Fashion Merchandising Student in the Spotlight Award April 2015

Dean’s List (IUP) 8/8 Semesters

Provost’s Scholar (IUP) Fall 2013

Phi Eta Sigma National Honor Society (IUP) Inducted 2012

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