Customer Service Manager
Resume:
BARBARA BROOKS
***** ****** ***** *****, ***** Oaks, CA 95076
Cell: 831-***-**** - ****************@*****.***
Summary
Exceptional Manager dedicated to employee development. Dedicated to providing excellent customer service and
making operational and procedural improvements. Friendly with can-do attitude and willingness to help at all times.
Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and
efficiently.
Interviewed over 600 people and successfully staffed 3 new store locations.
Awarded “Manager of the Year” in 2005
Developed and implemented new price accuracy position to reduce company’s weights and measures errors and eliminate
fines.
Experience
Store Manager/Assistant Manager June
2008 to Current
MARSHALLS - Gilroy, CA
Interviewed, hired and trained new quality customer service representatives.
Developed, implemented and monitored programs to maximize customer satisfaction.
Delivered excellent customer service by greeting and assisting each customer.
Developed rapport with the customer base by handling difficult issues with professionalism.
Design and implemented customer satisfaction metrics.
Opened a new store location and assisted in recruiting and training new staff.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company demands.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when necessary.
Trained staff to deliver outstanding customer service.
Completed weekly schedules according to payroll policies.
Trained all new managers on store procedures and policies.
Analyzed marketing information and translated it into strategic plans.
Addressed and corrected sales staff communication issues in a tactful and effective manner.
Worked closely with the district manager to formulate and build the store brand.
Contributed to merchandising ideas at team sale meetings.
General Manager
June 2007 to June 2008
LINENS N THINGS - Pleasant Hill, CA
Delivered excellent customer service by greeting and assisting each customer.
Addressed customer inquiries and resolved complaints.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company demands.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when necessary.
Completed weekly schedules according to payroll policies. Trained all new managers on store procedures and
policies.
Maintained daily record of all transactions.
Trained staff to deliver outstanding customer service.
Analyzed marketing information and translated it into strategic plans.
Worked closely with the district manager to formulate and build the store brand.
General Manager/Assistant Manager
November 1997 to June 2007
COST PLUS WORLD MARKET - San Jose, CA
Delivered excellent customer service by greeting and assisting each customer.
Addressed customer inquiries and resolved complaints.
Design and implemented customer satisfaction metrics.
Opened a new store location and assisted in recruiting and training new staff.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company demands.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when necessary.
Completed a series of training sessions to advance from Assistant Manager to Store Manager.
Completed weekly schedules according to payroll policies. Approved weekly schedules for 13 stores.
Trained all new managers on store procedures and policies.
Maintained daily record of all transactions. Submitted weekly reports to Corporate Office on time.
Wrote order supply requests to replenish merchandise.
Analyzed marketing information and translated it into strategic plans.
Addressed and corrected sales staff communication issues in a tactful and effective manner.
Worked closely with the district manager to formulate and build the store brand.
Contributed to merchandising ideas at team sale meetings at store level and Corporate Office.
Explained human resources policies and procedures to all employees.
Conducted telephone and onsite exit interviews for all employees.
Answered employee questions during the entrance and exit interview processes.
Worked closely with HR business partners to facilitate year-end talent reviews and articulate team strengths.
Selected and interviewed candidates for all available positions.
Assessed employee performance and issued disciplinary notices.
Managed over 100 personnel files according to policy and federal and state law and regulations.
Offered consistent payroll disbursement with accurate record keeping of employee PTO and vacation accruals.
Managed communication regarding employee orientation and open enrollment for benefits.
Helped training and development staff with all aspects of training coordination.
Completed payroll processing from start to finish for more than 100 employees.
Resolved personnel issues regarding human resources matters needing clarification, submissions and Acorrections.
Organized employee schedules, department phone lists and business card orders. Mentored,
coached and trained 90 team members.
Education
University of the Pacific - Stockton, United States
Additional Information
Awards First recipient of General Manager of the Year 2005
Mentor/Trainer for all new Management in District
Trainer for all new cash office personnel in District
Mentor/Resource for all Operational/Merchandising questions for District
Administrative Assistant to the District Manager’
Test Manager for new scheduling program for company
Project leader for District
Inventory leader for District
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