Customer Service Manager

JOAN EWELL

** ***** **, ********, ** *****

Cell: 240-***-****

*********@******.***

SUMMARY

Superb District Operations Manager who excels at building teams and enforcing a high level of quality in products

and services.

ACCOMPLISHMENTS

Completed install projects on time with positive customer reviews

Improved District Profit double digit in all locations by better in stock, process improvements and shrink

reduction.

Managed 45 million in sales district with continued double digit sales growth.

Improved Retention by 10% by promoting training and employee recognition program.

Marketed and opened 16 new stores in metro markets for start up company within 2 years.

EXPERIENCE

APOLLO RETAIL SPECIALISTS/ IMPACT RESOURCE GROUP

T ampa, FL

D istrict Manager 0 4/2010 t o 0 3/2014

Managed 5 to 12 state district for all assembly, merchandising and install projects.

Improved relationships with clients to improve customer service within their organizations.

Recruited,hired, trained and developed team leads and core team members for install projects.

Identified inefficiencies and made recommendations for process improvements.

Developed and shared best practices across the company to increase efficiencies in completing projects.

BJ WHOLESALE CLUB

Fairfax, VA

S enior Manager 04/2008 t o 0 3/2010

Overall operations of club environment, including all customer service and membership accounts.

Maintained visually appealing and effective displays for the entire store.

Determined staff promotions and demotions, and terminated employees when necessary.

Perform weekly audits of all departments for safety and sanitation controls.

Training and certifications of staff in each department as needed to include Food safety, Forklift licensing and

Security.

OFFICE DEPOT

Manassas, VA

S tore Manager 0 4/2006 t o 0 4/2008

Worked closely with the District Manager to formulate and build the store brand.

Trained staff to deliver outstanding customer service.

Improved Market Basket and margin by increasing add on sales.

Manage 7 million dollar location achieving sales and profit goals 4 out of 6 quarters.

FIVE BELOW

Philadelphia, P A

D istrict Manager 03/2004 t o 0 3/2006

Opened 16 new locations in 3 new markets.

Recruited, hired,and trained new managers and store personnel.

Marketed new locations for successful grand openings and repeat customers.

Created fun atmosphere in each location to develop the Brand.

Conducted Routine store visits and audits to ensure company policies and procedures were followed.

BIG LOTS

Columbus, OH

D istrict Manager 0 3/2000 t o 0 3/2004

Managed District of 8 to 12 locations with sales volume of over 50 million.

Top 10% profit improvement 3 consecutive years, thru better operation processes within all stores in the district.

Controlled expense budgets to 112% of goal.

Developed and shared best practices across the company, including freight process improvements for better in

s tock position.

Opened 5 new stores within District to include recruiting, hiring, training and merchandising new locations.

C VS PHARMACY

W oonsocket, RI

D istrict Manager/ Training Manager 0 5/1981 t o 0 3/2000

Extensive multi- unit retail management experience in fast paced metropolitan area.

Assist in development of training seminars on store operations and loss prevention for store managers and

assistant managers.

Enforce companies' progressive counseling and discipline process for hourly employees and managers.

Conduct regularly scheduled and random site visits to ensure company policies and procedures were followed.

Training in conflict resolution occurring in the workplace, customer service and employee relation issues such as

sexual harassment, workers compensation, and various government programs.

EDUCATION

ASSOCIATE OF ARTS: BUSINESS ADMINISTRATION 1 986

M assasoit Community College, B rockton, MA

DIPLOMA: RETAIL MANAGEMENT 1 981

C hamberlain School Of Retailing, Boston, MA

Contact this candidate