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Customer Service Manager

Brockton, MA
April 28, 2014

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Walika Jacques

** **** **. **** * Brockton, MA **301 ~ 508-***-**** ~


§ Comfortable working in a fast-paced environment under pressure and with tight deadlines

§ Ability to work effectively with diverse and demanding groups of people

§ Team worker with outstanding written and oral communications skills

§ Advanced proficiency with Microsoft office suite

§ Extensive experience in office management


Concord Baptist Church, Milton, MA September 2012 – Present

Administrative Assistant (Ambassadors for Christ Ministries)

§ Compose, edit and organize materials for distribution

§ Assist in the preparation of public relations pieces

§ Maintain an accurate database of member records

§ Recruit and manage volunteers, matching their professional needs with ministry objectives

Payless ShoeSource, Brockton, MA May 2011 – June 2012

Store Manager

§ Managed recruitment, application, onboarding and evaluation processes for all new employees

§ Composed, proofread, and edited documents that detailed store outcomes on a monthly basis

§ Served as the liaison between associates and company headquarters

§ Distributed marketing and advertising materials for new products

§ Worked collaboratively with staff to increase productivity

Dunkin Donuts (Waldin Group), Boston, MA January 2010 – December 2010

Store Manager

§ Developed and implemented a training module for sales associates to strengthen customer service

§ Developed and implemented marketing strategies to increase sales

§ Monitored and prepared store evaluation reports

§ Introduced new products to customers

The Home Depot, Boston, MA September 2004 – September 2007

Operations Assistant Store Manager, 2005 – 2007

§ Assisted the store manager in information, operational and fiscal management responsibilities

§ Worked with department leaders to ensure all operational goals were achieved

§ Organized and implemented techniques to improve productivity

Front End Supervisor, 2005

§ Trained associates on how to best maintain safe working and shopping environments

§ Coordinated and led individual and group supervision sessions

§ Managed cashiers to ensure high quality of customer service

Loss Prevention Investigator, 2004

§ Ensured policies and procedures were followed to minimize shrinkage

§ Conducted inventory of store merchandise


University of Massachusetts Boston, MA

Coursework: Criminal Justice, Fall 1999 – Spring 2001

Hampton University Hampton, VA

Coursework: Business Administration, Fall 1997 – Spring 1999

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