Customer Service Sales

Phalan Richmond

Education

The Chicago School of Professional Psychology

Master of Arts, Organizational Leadership May 2014

GPA: 3.5/4.0

Clark Atlanta University, Atlanta, GA

Bachelor of Arts in Psychology May 2010

Professional Experience

Neiman Marcus, Houston, TX December 2012- Present

HR Assistant/Loss Prevention Investigator

• Utilizes Kronos system to verify time-keeping for employees

• Conducts orientation for new employees (i.e. issues keys, computer passwords, and explains corporate policy and procedures)

• Leads internal investigations using surveillance, exception based reporting, and interviews

• Conducts awareness training once a month to new associates

• Monitors safety equipment, trains employees on the proper handling of complex machinery and potentially dangerous chemicals

• Performs monthly audits and awareness meetings for various merchandise

• Monitors Store compliance with company policies and procedures on theft prevention, safety, inventory, and operational controls

• Resolves external theft through evaluating customer behaviors, apprehensions and deterrence

Banana Republic, Houston, TX April 2012- December 2012

Customer Experience Lead

• Conducted interviews and handled on-boarding process

• Used Taleo software to screen applicants for employment

• Developed and implemented store awareness policies addressing theft, safety, and operational controls

• Created numerous documents to improve customer service standards and polices

• Trained and coached associates on how to provide effective customer service

• Managed the Loss Prevention Department in the store of 100 associates

• Decreased profit loss by 70% by elevating awareness in the fitting room

• Improved the base line for customer satisfaction standards by maintaining an elevated level of service

Cullen Psychiatric Center, Houston, TX January 2011-May 2011

Case Worker

• Conducted psychological evaluations of inpatient and walk in clients

• Completed paperwork in order to execute the proper assistance for clients

• Collaborated with physician and other healthcare members to ensured patient received optimal care

BCBG, Atlanta, GA October 2008-December 2009

Assistant Manager

• Prepared sales report, analyzed business, and developed sales plans based on trends

• Trained staff and ensured compliance to established policies, procedures, and job standards in all store activities

• Maintained store stock and assisted in arranging store displays and merchandising

• Created store layout for conducting store inventory and cycle counts and organized staff and merchandise

• Assisted with floor and customer service standards development, visual merchandising, and integrated new sales techniques

Awards and Accomplishments

• 2013 Neiman Marcus Sales Support Department of the Year (a 1st in Neiman Marcus history)

• 2013 Sales Support Rookie of the Year (outstanding internal communication and conflict mediation)

Technology Skills

• Microsoft Word

• Excel (format spreadsheets, apply formulas, link spreadsheets)

• PowerPoint (implement training, present presentation)

• QuickBooks (maintaining store budget)

• Taleo (Recruiting and Hiring On-demand) and Kronos (Time-keeping system)

Professional Membership

May 2013- present

Society for Industrial and Organizational Psychology

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