Customer Service Sales

Robert C. Groves

**** ********** ***** *************, ** 17050 301-***-****

**********@*****.***

Accomplished management professional with over 8 years of experience. A

self-starter and quick learner. Versatile skill set with managerial

experience in customer service and sales. Received multiple awards for

individual and team performance. Well-versed in leading staff training and

mentoring with experience instilling motivation and promoting teamwork.

Increased sales plans by 25% and increased profitability of stores by 40%.

Education:

West Virginia University, 2006

Bachelor of Science: Perley Isaac Reed School of Journalism

Beta Theta Pi Fraternity, Beta Psi Chapter

Professional Experience:

Sterling Jewelers Inc. - 2006 to Present

Kay Jewelers, York, PA - Store Manager

* Key Achievements:

. Promoted to management after one year of service

. Advanced to higher volume stores in 2009, 2010, 2011

. Award Winning Manager

o Highest sales increase for fiscal year, in a division of 500

stores

. Increased fiscal revenue from 1.9 million to 2.7 million

o Incentive winner for target sales quota, 2010-2012

. Maintained company 6/6 standard 2007-2011, 2013

. Recognized in top 5% of company's division as President's Club

Rider, 2009-2010

* Key Responsibilities:

> Operations

. Attain sales projections and company standards set by the company

- Increased store standards from 2/6 to 6/6 YTD (sales, add-ons,

extended service plans, repair dollars,

payment protection plans & credit applications)

. Achieve profit margins set forth by the company controlling

discounting, expenses, payroll and repair departments

. Prepare team members work schedules keeping with the store payroll

budget.

-Maintains budgeted payroll hours/overtime in keeping with

company's schedule accuracy of 70%

. Monitor the sale ability of merchandise and maintains a high level

of security.

. Effectively delegates assignments and follows up to ensure

completion

> Training & Talent Management

. Maintain daily focus among all associates on standards achievement

through daily follow up, training and counseling.

-Provides a weekly one on one session with team members in areas

of success and improvement

. Recruit and select store personnel through interviewing process

-Manage one assistant, one key holder and seven to ten

associates on a yearly basis

-Promoted eight associates to higher positions and/or managers

. Evaluate team members' performance to determine progress and

identify developmental needs twice a year.

. Assist and coordinates district training meetings multiple times a

year for thirty associates

. Diamond Council of America graduate 2007-2008

o Diamontologist & Gemologist

> Customer Service

. Build relationships with clients through expertise, financial

arrangements and follow up

-Capable to succeed with a wide range of customers; while

handling multiple customer service matters on a daily basis

. Maintain the Customer Experience Index score of 76% each month

Washington Metropolitan Area Transit Authority, Washington, DC, 2006

Communications Representative, Intern

. Assigned to team tasked with multiple community outreach projects

. Focused on expanding market awareness and public involvement with

service

. Conducted market research project involving 75+ metro stops

. Drafted communication plans for future campaigns

. Organized and led company service initiative for general public

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