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Customer Service Manager

Derry, New Hampshire, 03038, United States
May 22, 2019

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Angella M. Dyer

* ******** ******

Apartment #*

Derry, NH 03038



To obtain a position that will be a challenge and benefit from my knowledge, skills and abilities.


●Advanced Knowledge of payroll, scheduling, inventory and point of sale systems

●Managing teams of 100+

●Regional Trainer for management, full time and part time employees in 40+ stores

●Implementation in all regional stores of new policies and procedures as directed by the Corporate Offices


September 2013 - March 2019

Christmas Tree Shops, Somerville, MA, Portsmouth, NH, & Salem, NH - Operations Manager / Human Resources

●Recruiting, Interviewing, new hire orientation, and training.

●Retention rate consistent of 84% Company at 70%

●Scheduling and payroll for business needs in accordance with budget to reach store goals.

●Performance reviews, coaching and career development.

●Managing front end sales floor, and backroom customer service, productivity, organization, merchandising, cleanliness, and safety standards.

September 2012 - September 2013

Christmas Tree Shops, Somerville, MA - Merchandise Manager

●Creating stocking plans, maintaining store merchandising standards and fulfillment.

●Planning product placement and seasonal transitions.


●Selected to develop Customer Service and Accountability presentation for annual regional managers meeting.

●Hand chosen to lead roll out of new company standard of customer service for the NorthEast Region. Training regional, district, and store managers to bring back to their store teams. Creating a consistent standard for excellent customer service.

October 2011- September 2012

Christmas Tree Shops, Somerville, MA - Customer Service Manager

●Ensure the highest level of customer service.

●Responsible for customer service desk, cashiers, and cash office operations.

●Training and continued coaching.

●Performance reviews, accountability for efficiency and productivity.

March 2010 - October 2011

Sunglass Hut, Mall of New Hampshire Manchester, NH - Store Manager

●Making and exceeding sales plans; increased sales 12% year over year

●Focus on customer service

●Daily operations

●Developing associates

●Upholding standards

●Assisting the region with staffing

June 2006 - March 2010

Sunglass Hut, Mall at Rockingham Park Salem, NH - Regional Trainer

Regions (ME, NH, VT and upstate NY) manager development.

●New hire management training and development in 40+

●Continuing training to help further their team’s development.

●Creating personal development plans to help achieve career goals.

●Networking, recruiting and interviewing for management as well as associate level positions.

September 2005 - June 2006

Sunglass Hut, Mall at Rockingham Park Salem, NH - Model Store Manager

●Lead management “mentor” position for other manager.

●Development a team atmosphere to improve store communication and customer service.

●Produced double digit increases to sales plan.

●Increased store volume from $425,000 to $600,000 in first year managing the store.

●Part of lead management team that leads changes in current management training program to focus in consistency across the company.

●Promoted two direct associates to management positions in the region.

●Supported other managers in the region to consistently develop their teams.

March 2003 - September 2005

Sunglass Hut, Manchester Village Outlet Manchester, VT & Diamond Run Mall Rutland, VT- Multi-Store Manager

●Consistently exceeded all KPI goals including sales plan. Increased 10% year over year

●Developed three associates to take management positions.

April 2001 - May 2003

Sunglass Hut, Manchester Village Outlet Manchester, VT - Store Manager

●Promoted to Manager after 6 months as sales associate

●Focused in inventory control and decreased shrink from 8% to being consistently under 1%.

●Re-merchandise the store to highlight best sellers

●Increased store sales by networking with other retailers in the local outlet complex and local chamber of commerce.

●Sunglass Management ambassador for region in company initiate to cross training with Lenscrafters brand.


●2003 Manager of the Year nominee

●Awarded best shrink in the company for 3 years in a row.

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