Manager Customer Service
Resume:
MELANIE J. MOULDER
405-***-**** L *********@***.***
RETAIL MANAGEMENT PROFESSIONAL
Focus on Customer Service & Development of Personnel – H ighly Strategic Dynamic
L eader
S UM MARY PRO F I LE:
Vibrant, results-oriented retail management leader with over 20 years of success in managing multiple store
locations; consistently receiving district-wide and regional recognition for excellence Top producer in all
performance areas of Sales, Service, Conversion, Turnover, Shrink, Audit, and Payroll. Proven leader in
t urning around under-performing stores; responds to operational challenges with confidence, determination,
and laser focus.
S ELECTE D ACH I EV E M E N TS:
• Consistently ranked in Top 25 districts (out of 94) nationwide as District Manager at Old Navy (2002-
2005).
• Proven ability to dramatically t ransform underperforming/broken stores; immediately impacting
overall Presentation, Operations, and Service performance ratings within months of leadership.
• Developed stores that were consistently designated as Management Training Centers; selection based
on solid performance in Presentation, Service, and Audits. Delivered extensive t raining to 10+ newly-
hired executives.
• Pioneered innovative systems for Receipt and Adjustment Records, Bill of Ladings, and Transfers.
I deas were integrated nationwide at Express, significantly streamlining auditing processes.
PROFESSIONAL EXPER I ENCE:
Polo Ralph Lau ren
J uly 2011-Ma rch 2013
General M anager- OKC Outlets Shops
-Bui lt this store location from the ground up. Responsibilities include driving sales, Brand Presentation,
meeting company matrices and providing excellent customer service.
• Exceeded company expectations in Sales by 35% for the first 8 months. Exceeded conversion goals and
UPT.
Banana Republic
J uly 2010-June 2011
General Manager
- Went into an existing location that had f lat presentation standards and was challenged with moral .
• Decreased turnover from 2 associates a month to average of 1.
• Increased conversion from 20% to 22.3% over 11 months.
• Improved presentation standards by working with the District Manager and Senior Leadership to re-
f low the f loor plan to optimize real-estate for better presentation of product. This was to create ease of
shopping for the customer and to maximize the bestselling product.
KOH LS 2005 –
2010
Store Manager – Moore, OK M ay 2009 – March 2010
Transferred to take over underperforming store; tasked with dramatically improving Presentation and
Operation matrixes. Responsible for $12.5M in annual revenues and management of seven direct reports and
100+ associates.
• Increased Audit score from 62% to 84% within three months by instituting strict adherence to company
systems and processes.
• Reduced Turnover from 10 to 7 employees per month; int roducing monthly staff meetings, social
events, and improving Performance standards to instill a greater sense of pride amongst employees.
S tore Manager - M idwest City, OK J uly 2005 – May 2009
Built store location from the ground up. Responsible for $12M in annual revenues and management of
seven direct reports and 90-100 associates.
• Held Grand Opening in October 2005; managed all aspects of prepping a store to receive clientele
i ncluding visual presentation, code enforcement, construction and contractors, and receipt of goods.
Participated in the interviewing of hundreds of candidates. Coordinated and scheduled t raining for
190+ new employees.
• Received top Service and Credit scores in the district consecutively from 2006 -2008.
• Produced store chosen a District Training Center based on attainment of top ranking performance
metrics. Orchestrated and conducted 4- to 12-week t raining programs for 10+ newly-hired management
t rainees.
O LD NAVY 1999 -
2005
District Manager – Oklahoma Based February 2002-June
2005
Promoted to District Manager based on demonstrated ability to consistently build top performing stores.
Responsible for 13 stores (10 within territory /3 as stretch assignments) in Oklahoma, Kansas, Wichita Falls
a nd Arkansas generating in excess of $94M in annual revenue. Managed 50 direct reports and oversaw 440+
employees.
• Ranked one of Top 25 districts nationwide (out of 94) consecutively for 3.5 years from 2002-2005.
• Ran district at less than .90% shrink for 2005.
• Managed roll up of data for Quarterly Business Review, gathering data from 44 stores in a Region.
Compiled data on Marketing, Visual Elements, Operational Initiatives, and Competition to collect
successes and opportunity market information to support/drive recommendations for the following
year.
• Selected Store Achievements:
- Improved Operations metrics for Belle Isle, OK, store. Increased rating from “F” to a “B” within twelve
months working weekly with store manager on systems/standards and performance coaching
techniques.
- Increased Conversion rate from 27% to 33% at Lawton, OK, army-based store; worked closely with
management and analyst to determine market needs and change the mix and display to captivate
shoppers.
- Reduced Shrink losses to less than 2% at one store location, down from a 5% Shrink loss the prior year,
d ropping from 180 to 39 units daily. Instituted strict adherence to company policies and procedures
and coached charismatic manager on developing a more routine-based approach to managing the
business.
S tore Manager – Houston, Texas October 1999 – January
2002
Managed two locations in Houston (Pasadena and Almeda). Reversed poor performance at broken store
(Almeda) by dividing store into sections based on priority areas. Brought store back to company standards
w ithin six months. Store was then nominated and util ized for District Presentation Workshops to train
m anagers in the greater Houston market.
D istrict/Regional Auditor January 2000-
Dececember 2000
Performed store audits for the Houston area stores while continuing duties as a store manager
L I M I T E D EXPRESS 1985 –
1999
Store Manager – Oklahoma City and Houston M arch 1988 – October
1999
13+ year progressive career in sales and management, overseeing stores in both Oklahoma City and
Houston. Baybrook location was 2nd h ighest in sales volume in Houston at that time. Baybrook and Penn Sq
M all were “Must Win” stores for the company, designated as focus locations with the most volume potential.
O rchestrated several relocations and remodels. Responsible for $1M-2.5M in annual revenues and the
m anagement of 15 to 40 employees. Received President’s Club Award (1992) for exceptional
performance.
District Auditor April 1992 - February
1997
Significantly improved fil ing system for Receipt and Adjustment Records, Bil l of Ladings, and Transfers;
l ater adopted by Corporate into the company Policy and Procedure Guide.
Assistant Manager J une 1986 – March 1988
Sales Associate February 1985 – June
1986
AWARDS & RECOGN I T IO N:
Award of Excellence (2001, Old Navy), P resident’s Club Award (1992, Limited Express)
E D UCAT IO N & PROFESS IONAL DEV E LOP M E N T
U niversity of Cent ral Oklahoma, Edmond, OK
B.S., Liberal Arts, Concentration in Business
Rose State College, Midwest City, OK
A.A., Business Administration
P rofessional Development Workshops:
L TS: Situational Leadership (2000, 2007, 2008)
Handling Investigation (2002), Leadership Management Development (District Manager Level, 2002)
Business References
Polo Ralph Lauren
1-800-***-**** Code 70071
Banana Republic
Kohls
1-800-***-**** Code 490
Old Navy
Lmt Express
900-***-**** Code 10377
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