Manager Customer Service

Susan E

Mungovan

*** **** **** *****, ***********, Illinois 604**-***-*** 5273 **********@*********.***

Objective

To make an impact with an organization that values education, strong work ethic, experience, and

vision resulting in strong relationships, efficiencies, and timely results that builds growth and

success in a challenging economic environment.

Education

2015 Ph.D Organizational Psychology

The Chicago School of Professional Psychology

2011 Master of Business Administration, Concentration in Accounting

Keller School of Management: Naperville, IL

2002 Master of Arts Organizational Development

Lewis University: Romeoville, IL

Professional Experience

Retail Manager

Customer service: focused upon ensuring positive shopping experience for internal and

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external shoppers, provided instantaneous conflict resolution, utilized best practices in

retail industry to train staff in customer expectations, empowered staff to enact or react to

situations to ensure customer satisfaction

Operations: responsible for improving efficiency of all operations including scheduling,

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payroll, budget recommendations and audits, cash control and processing

Human resources: Proficient and knowledgeable in all aspects including hiring the right

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fit, training to proficiency and expectation, ensured policy and procedures are followed,

ensured compliance with state and federal laws regarding hours worked, pay, LOAs,

harassment, proof of residency and payroll processing, OSHA, Homeland Security,

NLRB,

and union organization and collective bargaining

Merchandising: trained staff to create compelling and meaningful merchandising

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presentations meant to attract and entice customers to purchase

Results driven: focused upon meeting or exceeding goals through strategic planning and

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goal setting for both management and staff

Business: proficient and sensitive to how companies generate revenue to maximize

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inventory turns, profit margins, expense control, and to utilize resources efficiently

Contract Sales

Contact existing and potential customers for sales of service contracts

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Drive marketing research to update and grow pool of customers

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Engage in conflict resolution as needed

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Liaison between corporate and regional service techs and sales

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Aquatic Program and Facility Manager

Programming: developed, planned and executed aquatic programs including

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budgeting, promotion, and training for success of programs

Training: hired and trained lifeguard, guest services, swim instructors, admissions,

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birthday party, and assistant management staff ensuring professionalism and

competency as well as safety for customers, ensured compliance with lifeguard

certifying agency, surpassed auditing standards

Management: managed multi million dollar facility which included indoor and outdoor

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pools, ensured compliance with state laws, sanitation standards, OSHA, HAZMAT,

NLRB, and NPRA

Business: knowledgeable about generating profit and controlling expenses for quasi

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government organization, protected taxpayer contribution, increased sales for

revenue generating facilities

Employment History

2012 present Assistant store manager Walmart: Plainfield, IL

2011 2012 General manager Advanced Auto Parts: New Lenox, IL

2006 2011 Assistant store manager TJMaxx: Oak Brook, IL

2003 2006 Assistant store manager Value City Department Stores: Chicago, IL

2002 2003 Contract sales executive AB Dick Printing: Chicago, IL

2001 2002 Store manager SaveALot: Chicago, IL

1997 2001 Assistant store manager Meijer: St.Charles, IL

1993 1997 Program/ Facility manager Bolingbrook Park District: Bolingbrook, IL

Skills

Strategic planning Communications Windows 2000, XP, Vista

Goal orientation Training program development Powerpoint

Change management Negotiations Excel

Timely execution Reporting financials Oracle

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Interpret financial statements Presentations Email

Produce budgets Recruitment Workbrain

Operational review Create business plan Kronos

Internal audits Problem solving Internet

New hire orientation Customer service Microsoft Office

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