Customer Service Sales

Amanda Kenney

*** ********** **** *** *****, TX *5068

972-***-**** ******.*.******@*****.***

SKILLS

• Excellent verbal and written communication skills.

• Ten years of experience in a heavily customer service oriented and sales driven industry.

• Proficient in Microsoft Office, Excel, PowerPoint, Outlook, Word, Adobe Photoshop, Safari,

Chrome, Internet Explorer, Firefox, touch-screen based technology, Apple Devices, iOS.

• Skill set working with Microsoft SQL, point-of-sale, Windows in-store processors, GUI-interface,

.NET Testing. Writing Test Cases, Test Plans, Summaries, Regression, Execution and

Maintenance, Security Patches; Manual Testing, SIT (System Integrated Testing), SmartTest

Management Tool, SDLC, and ALM (Application Lifecycle Management); iOS and Apple device

testing and maintenance, iOS Configurator, AirWatch Console.

• Typing speed of 115 words per minute.

PROFESSIONAL EXPERIENCE

IT Quality Assurance Tester JCPenney Plano, TX February 2014 – October 2014

• Developed test plan and strategy for iOS devices and iOS configurator.

• Executed test cases associated with iOS devices (iPod Touch, iPad, Verifone Mobile Register for

iPod Touch).

• Assisted in, managed and maintained knowledge transfer of all iOS applications and Apple

devices.

• Performed and developed all high level testing for iOS and Apple devices.

• Testing and maintenance of AirWatch applications and console.

• Responsible for high level test case planning.

• Worked within HP Application Lifecycle Management (ALM) for test recording, execution,

planning and defect tracking.

• Additional workload including POS test execution, wireless, and security patch testing.

• Heavy focus on ‘in home custom decorating’ program (mainly done on iPad) with use of 3 rd party

vendor application and systems (ePIC).

IT Quality Assurance Tester Michaels Arts and Crafts Irving, TX June 2013 – February 2014

• Transitioned to position from store level to better aid testing with a user point of view when

approaching the functionality and use of store systems.

• Responsible for the writing of high-level test case scenarios dealing with Framers Point

application.

• Worked within a team unit coordinating testing schedules, standards of testing practice, and

proper reporting and management of testing scenarios.

• Executed test cases and sufficiently reported to QA Leads results.

• Primarily focused on the Framers Point application, but skill set also includes familiarity with

point of sale (POS) as well as moderate Windows in store processor (WISP) knowledge.

• Scheduled and attended meetings for all project members for discussion of current statuses as

well as plans of future execution of testing needs.

• Executed queries and statements in Microsoft SQL program to verify back end and database

entries for both Framers Point and WISP systems.

• Trained others within the ITQA Department in use and execution of Framers Point application.

• Logged defects and critical errors within all programs to be verified and corrected by developers.

Then retested those defects to ensure that they were remedied when a new code is applied.

Framing Manager Michaels Arts and Crafts Lewisville, TX Sept. 2010 –

June 2013

• Promoted to the position of Framing Manager within a year of employment at the Lewisville

location.

• Led the district in framing sales in 2010: highest volume increase ($426,000), highest increase

over plan (12%), and highest increase over previous year (15%).

• Responsible for the organization and profitable function of the frame shop and framing

department.

• Executed all Michaels Framing Programs to the utmost efficiency and quality, including work

flow system, glass optimization program, and reporting and logging of sales and design feature

summaries. Maintained all paperwork associated with the frame shop, including and not limited

to proper tracking and filing of all frame shop paperwork.

• Provided enthusiastic customer service to sell and produce framing orders to the highest quality

and satisfaction.

• Served as a Manager on Duty, responsible for managing of all store associates, money handling

procedures at end of night, and customer interactions.

• Trained new associates in use of Framers Point application, production quality and control, and

quality design and excellent customer interaction standards.

• Promoted sales increases both for the shop overall, as well as individual associates by assigning

sales goals and holding associates accountable for their end of week sales.

• Coordinated and assisted store manager in appropriate scheduling of framing staff in times of

high production and peak season.

Senior Certified Framer Michaels Arts and Crafts Lewisville, TX Feb. 2009 – Sept.

2010

• Transferred to Lewisville location from the McKinney to assist a higher volume shop with their

increased sales and growing production needs.

• Executed the production of custom frames to the utmost of quality and satisfaction, with minimal

to no errors.

• Supervised and assisted all certified framers in training, working in tandem with the framing

manager.

• Sold custom framing to customers that not only met their monetary needs, but their design

desires, and worked with customers closely to find their personal best options.

• Aided the framing manager in the paperwork needs of the frame shop, as well as supervision of

certified framers to ensure that the frame shop operated smoothly and efficiently.

• Responsible for all complex orders, such as stretching canvas, assembling shadowboxes, stitching

jerseys, and coming up with solutions for uncommon framing needs.

Certified Framer Michaels Arts and Crafts McKinney, TX Jan. 2006 – Feb.

2009

• Served as a Senior Certified Framer for the McKinney store for a year before being transferred to

the Lewisville location, after two years of onsite training and experience.

• Worked within the needs of the business, evenings and weekends, as well as coming in for

additional shifts whenever the needs of the business demanded.

• Sold and assembled custom frames to the highest efficiency and quality.

• Worked on the floor as was needed, including and not limited to stocking on truck delivery days,

down-stocking overstock throughout the store, and taking on responsibility for quantity on hand

reports and negative on hand reports.

Lead Sales Associate Michaels Arts and Crafts McKinney, TX Aug. 2005 – Jan.

2006

• Responsible for the stocking of product, down-stocking of overstock product, unloading trucks,

processing freight and setting planograms throughout the store.

• Managed all inventory reporting.

• Provided additional back up cashiering as the needs of the business demanded.

• Worked with customers to provide excellent customer service and product knowledge.

• Filled this position until needed as a Front End Supervisor, a position held until being promoted

to Certified Framer.

Front End Supervisor Michaels Arts and Crafts Frisco, TX Aug. 2004 – Aug. 2005

• Promoted to position of Front End Supervisor within four months of employment.

• Supervised all cashiers and assigned registers and return-stock duties.

• Executed transactions with a sense of urgency while maintaining open lines of friendly

communication with the clientele.

• Responsible for the handling of all money, including making change for all register drawers,

shutting down the registers, and accounting for all money earned at the end of work day.

• Processed the store use items, such as floral accessories, stolen product, and items used by store.

• Aided in store demonstrations of store product to emphasize different projects and functions of

crafting materials from within the store stock.

Sales Associate Michaels Arts and Crafts Frisco, TX Apr. 2004 – Aug. 2004

• Responsible for the stocking and down-stocking of product, customer assistance, and back up

cashiering.

• Assisted in nightly duties when closing the store, such as cleaning and recovering sales floor, and

returning merchandise to appropriate shelving locations.

• Promoted to cashier within short period of time, then being promoted further to Front End

Supervisor position.

EDUCATION

Colin County Community College Years Attended 2004 – 2006

• Course work in History, English, Mathematics, Philosophy and Psychology.

• Majored in Psychology for two years of attendance, with a minor in History.

McKinney North High School Years Attended 2000 – 2004

• Achieved High School Diploma.

Contact this candidate