Manager Customer Service
Resume:
Dear Sir or Madam:
Please accept this letter in application for the position currently
available with your company. My r sum is enclosed for your review and
consideration. I believe you will find that my qualifications meet your
expectations.
You'll find that I'm a creative, enthusiastic, top-producing executive with
over twenty-one years of outstanding performance based on a solid
background and comprehensive experience with professional development and
education. Prior responsibilities reflects outstanding career growth and
progress through various businesses including the apparel for men, women, &
children, home furnishings and textile, and office supplies and computer
sales as well as multi-functional responsibilities including sales,
customer service, marketing, visual communications, human resources,
administration, strategic planning, finance and statistics. I have proven
expertise and record of performance with leading retail industries. Adapted
strong leadership skills with a track record of recruiting, and retaining
high quality personnel capable of immediate and sustainable results.
I am accustomed to a fast-paced environment where deadlines are a priority
and handling multiple jobs simultaneously is a requirement. I enjoy a
challenge and work hard to attain my goals. Communication with all levels
of employees has strengthened my interpersonal skills. I believe, my
organizational skills and my outgoing personality will enable me to
contribute to your high standards. I am confident I can provide many
valuable contributions to your organization.
I would be a very enthusiastic and hardworking addition to your
organization. I learn very quickly, believe in my ability to get the job
done, and I am a self-starter able to work independently. I am available
for an interview at your earliest convenience.
Cordially,
Tanyia Velez
OBJECTIVE
To obtain a position that will allow for professional growth and career
advancement.
COMPUTER SKILLS
Type maximum 55 WPM, computer skills on Microsoft Office, Adobe Illustrator
& Photoshop, Windows & Macintosh OS
System.
EXCELLENCE
"The store looks really good!"
Molly Hall, Regional Vice President, Biglots!'
(Excerpt from Corporate Visit 12/10/12)
"Congratulations! A HUGE win for Tanyia & Team District Home Store...I
have never been so proud!"
Rita Gonzalez, District Manager Jo Ann Fabrics and Crafts Store
Excerpt from email regarding to Corporate Visit 1/28/12)
"Wow! Incredible! Sharp, inviting, and incredible standards! Great job! I
was completely impressed."
Brent Beebe, Head Merchandise Buyer, Jo Ann Fabrics and Crafts
(Excerpt from email regarding Corporate Visit 1/28/12)
"In the seven years I have known Tanyia, I have never met anyone more hard-
working or committed to her job. She exemplifies what a great manager and
leader should be. She always goes the extra mile to not only take care of
her duties as a Store Manager, but her employees as well. No one is more
deserving of the success and the opportunities that have been given to
her."
Veronica Talingo, Team Member, Jo Ann Fabrics and Crafts
"Tanyia is a self-motivated manager who is very strategic in accessing
opportunities, coming up with a plan, and following through with
implementation of that plan. She values constructive criticism,
incorporates that feedback into her daily tasks at work and uses it to
better her store, her team and her own management skills. Running a $4.6
million dollar store requires Tanyia to be multi-talented in operations and
merchandising, in addition to being able to multi-task to the max."
Louise Highsmith, Store Manager, Jo Ann Fabric and Crafts Whittier (2/2012)
WORK EXPERIENCE
* General Store Manager
Biglots! - San Clemente, CA
Store Manager, 2012 to 2014
Oversees all functional areas of the store. Manages the execution of
company initiatives and ensures compliance with company standards. Provides
direction and support to store personnel regarding customer service,
merchandising, financial management, inventory control and work
performance.
- Manages all operational and financial resources to achieve established
goals. Utilizes company tools, reports and feedback to effectively
analyze trends and identify opportunities.
- Achieves and maintains a high level of customer service and ensures
customer issues are quickly and efficiently resolved.
- Manages all store processes to company standards including freight
flow, merchandise presentation and reconciliation of all sales, cash
and inventory transactions.
- Responsible for interviewing, selection, hiring, training and
performance evaluations of all associates.
- Approves and administers appropriate disciplinary action to
associates, including making recommendations for termination, in
accordance with company guidelines.
- Oversees scheduling and payroll processes on a daily and weekly basis.
- Ensures that the appearance of the store's interior and exterior are
maintained to standards including merchandise presentation and
recovery.
- Manages shrink and safety results.
* General Store Manager
JoAnn Fabric and Crafts - Irvine, CA
Store Manager, 2009 to 2012
Senior Operations Manager, 2006 to 2009
. Large format store manager whose 25-year career with top retailers has
been distinguished by accelerated advancement and goal surpassing
performance-to-plan.
. Successful in both startup and turnaround management roles - have
propelled multiple stores to increased sales and customer satisfaction
district-wide while simultaneously lowering shrink and staff turnover to
all-time lows.
. Comprehensive background leading all aspects of retail operations (e.g.,
P&L, merchandising, sales, customer service, inventory, personnel and
payroll management) reinforced by extensive retail management training.
Key Skills
Retail Store Operations Customer Service Excellence
P&L Management Teambuilding/Training/Supervis
Budgeting & Cost Controls ion
Shrink Reduction/Loss Inventory Management
Control Merchandising Strategies
Drive Sales Floor Management
Leadership Competencies
Promoted to oversee startup and daily operations for new Jo Ann Store in
Irvine, CA following superior-rated performance as senior operations
manager in a top ranked store in Orange County. Manage a $4.6M, 45-
employee, large format location; direct all departments (hard lines, soft
lines and specialty business); enforce sound merchandising and loss control
strategies; execute corporate programs, promotions and policies; and drive
optimal customer satisfaction, associate productivity and P&L results.
Partners with District Manager and store leadership team to attract,
retain, coach, and develop talent. Implements Company's performance
management process including delivery of annual performance reviews,
management training, and career development. Assumes ownership of
new hire orientation and certification training for all team members.
Identifies successors for leadership positions. Assists team embers with
creation and execution of Individual Development Plans. Conducts regular
meetings to keep leadership team informed of key events and initiatives.
Participates in weekly district conference calls. Builds partnerships and
maintains communication with store team, DTL/Regional office.
Ensures payroll and scheduling systems are utilized to control store
expenses and maximize allocated labor resources. Maintains asset
accountability including documentation and protection of computer hardware,
software, handheld units, radio sets and other store equipment. Ensures
Operations Manager successfully manages all operational programs according
to company directives within given time frame. Ensures Receiving Manager
successfully manages receiving and
freight processing function according to operational standards program
guidelines. Maintains the safety and security of the team members,
customers, and property and communicates concerns to District
Manager/Regional office. Upholds all legal and compliance standards in HR
practices, Shrink, audit, and safety programs.
Ensures team provides exceptional in-store experience for customers and
achieves sales goals. Instills a sense of urgency within team when
responding to customer service requests.
Directs and Manager on Duty program ensuring daily duties are performed
efficiently, effectively, and on time. Serves as MOD to maintain service
levels through adequate staffing throughout store. Ensures completion of
daily tasks and addresses store performance opportunities. Ensures high
level of visibility on sales floor ensuring team is aware of daily goals
and responsibilities. Utilizes Daily Store Tour program to identify, assign
and follow-up on key initiatives. Conducts team huddles to inform team
members, increase average ticket and drive sales. Encourages team to
develop skills and knowledge in all areas of the store.
Analyzes financial reports and creates plan to increase sales and address
store performance opportunities. Assumes ownership of custom businesses
through regular review of performance metrics with leadership team.
Ensures Merchandise Manager successfully manages all merchandising programs
and events according to company directives within given time frames.
Ensures all corporate-driven communication tools are utilized to execute
merchandising standards. Ensures store standards are maintained at all
times.
Accountability and Results Orientation; Customer Focus; Adapt & Learn;
Exercise Sound Judgment; Creativity & Innovation; Attract, Retain, Coach &
Develop Talent; Teamwork & Collaboration; Applies Strategic Thinking;
Communicate Effectively; Influence Others.
Key Results:
- Led startup and grand opening of new Large Format location in 2006.
- Elevated Irvine store to positive sales in 2011, setting store at 4.6
million and created 2 additional full time positions in the store
- Reduced shrink in 2009 under 2.0%
- Was selected as test store and launched company loss prevention program
for Jewelry that proved so successful in deterring theft that they were
adopted company-wide.
- Exclusive store to launch 'Beyond The Page' Program with partnership of
DCWV
- Excelled in building and motivating management and hourly teams.
Developed many entry-level associates to leadership positions and quickly
became one of the primary trainers of new store managers across the
district
Assistant Store Manager
Michaels Arts & Crafts Store, Orange, CA (4.6 Million in Volume)
11/2003 to 05/2006
Michaels Arts & Crafts Store, Santa Ana, CA (3.2 Million in Volume)
04/2003 to 11/2003
Michaels Arts & Crafts Store, Costa Mesa, CA (3.4 Million in Volume)
06/2001 to 04/2003
Michaels Arts & Crafts Store, Long Beach, CA (6.6 Million in Volume)
05/2001 to 06/2001
Was involved in Union Crisis Resolution at the Costa Mesa Store.
Group Sales Manager
Macy's West Department Store, Glendale, CA (9.5 Million in Volume)
12/1998 to 08/1999
Men's Sportswear and Men's Collections.
Assistant Store Manager/Operations Manager
Officemax, Signal Hill, CA (5.5 Million in Volume)
10/1998 to 12/1998
Officemax, Lakewood, CA (5 Million in Volume)
08/1998 to 10/1998
Cash Operations Manager
IKEA Home Furnishings, Carson, CA (50 Million in Volume)
03/1998 to 07/1999
Department Sales Manager
IKEA Home Furnishings, Carson, CA (10 Million in Volume)
04/1995 to 03/1998
Textile/Rugs.
Department Sales Manager
Mervyns, Whittier, CA (8 Million in Volume)
10/1994 to 04/1995
Mervyns, Sun Valley, CA (5 Million in Volume)
08/1994 to 10/1994
Women's Apparel, Fine Jewelry and Accessories.
Department Sales Manager
Robinson's-May Department Store, Cerritos, CA
10/1991 to 08/1994
Men's Furnishings and Men's Shoes, (5 Million in Volume)
Better Sportswear and Young Attitude, (6.5 Million in Volume)
Assistant Sales Manager
Robinson's-May Department Store, Cerritos, CA
06/1988 to 10/1991
Moderate Sportswear, (7 Million in Volume)
Lingerie, (2.5 Million in Volume)
EDUCATION AND TRAINING
Major: Business Administration GPA 3.8
Cerritos Community College, Norwalk, CA
08/1987 to 11/1989
Major(s): Business Administration,
Cypress Community College, Cypress, CA
08/1986 to 06/1987
Major: Business Administration
Long Beach City College, Long Beach, CA
08/1985 to 06/1986
Major: Business Administration
Millikan High School, Long Beach, CA
06/1985
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