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Customer Service Manager

Kew Gardens, New York, United States
February 25, 2019

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Maria T. Alvarado


Bilingual HR and Facilities professional with demonstrated ability to build solid partnerships across all levels and functions to support high performing cultures. Diverse experience includes employee recruitment and retention, staff development, sales management, conflict resolution and mediation, performance management, benefits and compensation, office and procurement management, employee engagement, and HR policies and compliance. PROFESSIONAL EXPERIENCE

Office and Travel Manager (June 2015 – January 2019) Boots Retail USA, Inc., New York, NY

Responsible for all logistics for the Wall Street office, including ordering food and office supplies, maintenance of conference rooms, training room, and office equipment; the negotiation of contracts for housekeeping, vendor partnerships, corporate housing and relocation. Managed conference lines office IDs, building IDs, and visitor passes and capacity planning

Served as the point person for all corporate domestic and international travel, including training of the travel process via Concur.

Drove employee engagement, morale-building, and teamwork by planning and executing corporate events, including semi-annual Give Back Days, employee meetings and conferences, lunch & learns, listening sessions, summer events, ongoing celebrations, and office holiday parties, Responsible for venue selection, setup, and all logistics.

Responsible for onboarding all new hires, providing an overview of the office, fire safety, employee recognition programs, CSR events and expense reporting.

Partnered with building management for fire and safety requirements, and communicating with employees regarding accidents and incidents. Ensured first aid equipment replenishment and in working order and managed the employee emergency hotline.

Managed office budget, saving costs wherever possible.

Ensured on-time deliveries and superior customer service by managing, training and developing the Mailroom Supervisor and Receptionist.

Human Resources Generalist (May 2014 - June2015)

Boots Retail USA, Inc., New York, NY

Provided direct Field Leadership Team and Office Team support to NY and CT offices to elevate the internal Customer Service experience.

Supported the functions of Talent Acquisition, Talent Management, and Employee Engagement, Training and Development and special projects.

Merchandising Center Human Resources Manager (February 2013 - April 2014) Dots, LLC, New York, NY

Strategic business partner for the NY buying office and 140 stores in the NYC metro area.

Recruitment and selection of all office and field positions.

New hire on-boarding process to drive high engagement within the organization.

Supported and coached management regarding all aspects of performance management.

Resolution of employee relations issues.

Maria T. Alvarado Page 2

Human Resources Manager (March 2005-February 2013) Fifth Avenue Flagship Store - Lord and Taylor, New York, NY

Managed all HR services for the Fifth Avenue Flagship Store with an annual volume of 147M and over 700 employees.

Led talent acquisition for a 600+ workforce of non-exempt sales and support professionals, including approximately 200 seasonal hires.

Proactively developed staffing plans for new business opportunities.

Trained managers and supervisors on performance development, coaching and counseling to grow talent and impact sales, customer service and improved client experience.

Developed strong partnerships with merchant organization and the vendor community and created vendor funded Selling Specialist positions to drive sales results.

Led change management and maintained high morale and strong business performance through significant transitions of company ownership and a $25M renovation.

Partnered with store senior management for talent analysis and succession planning to improve bench strength strategies and develop internal talent resulting in 75% of executives placed from internal talent development. Training Manager (August 1996 – March 2005)

Fifth Avenue Flagship Store - Lord and Taylor, New York, NY

Provided all store training including: customer service, client development, loyalty new accounts program, compliance, and Business Code of Conduct.

Responsible for program development and content delivery for exempt and non-exempt employees, including on-boarding, HR compliance, change management, coaching and counseling, performance management and customer service expectations.

Created and implemented recognition programs that were rolled out to all stores, for Sales and Sales Support employees and Educational and Informative Boards.

Recruitment and training for new store openings

Assisted in the closing of stores and work centers.

Drove employee engagement events such as the associate Fashion Shows, summer picnics and theme parties. Area Sales Manager (May 1993–August 1996)

Fifth Avenue Flagship Store - Lord and Taylor, New York, NY

Responsible for multiple selling departments with an average volume of 4.0 million, including Men’s Furnishing, Career and Casual Sportswear and Jewelry and Accessories.

Trained and developed Assistant Area Sales Manager and staff of 30 associates to ensure optimum customer service and to increase sales performance.

Responsible for merchandising within guidelines to drive sales. Additional positions held:

Fifth Avenue Flagship Store - Lord and Taylor, New York, NY

Assistant Area Sales Manager/ Sales Section Leader - January 1992 – May 1993

Assistant to Store Operations Manager - May 1989 – January 1992

Sales Associate - August 1987 - May 1989


St. John’s University Bachelor’s Degree Business Administration SKILLS and LANGUAGES

Fluent in Spanish; Proficient in Microsoft Office: Word, Excel, PowerPoint and Outlook.

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