Retail Manager

MICHAEL DELLIS

***B North Broadway 914-***-****

White Plains, NY 10603 ********@*****.***

SUMMARY

Proven ability to provide superior client service and resolve issues while

maintaining company directives and increasing sales

A leader who ensures proper training, oversight, and motivation

Tenacious in uncovering root causes of problems and partnering with key

individuals to resolve

Expertise in investigation and inventory analysis

Highly skilled in cash control and credit procedures

Strong technical skills; PC repair, software installation and usage,

Microsoft Office, Photoshop, call management software, CCTV and video

recording equipment

EXPERIENCE

Dec. 2012-Aug. 2014 TOURNEAU

SERVICE MANAGER

Responsible for all aspects of flagship store's timepiece repair and

service department

> Hired as service manager for White Plains store, exceeded service

sales goals consecutively for 3 months

> Promoted to service manager at Manhattan flagship store which is

responsible for 25% of company service sales. Maintained a minimum

of 80% of monthly sales goal

> Manage service sales professionals, expeditors and watchmakers in

addition to 2 assistant managers and one shop supervisor, total of

25 staff members

> Recruited and hired new staff and initiated restructuring of

department resulting in sales and service increases

> Ensure superior customer service is provided to all service

clients, instilling confidence that their timepieces will be

repaired properly and returned quickly. Lead by example

> Maintain regular communication with company repair facility to

confirm client repairs are being expedited properly

> See that regular email and phone follow up to clients occurs when

repair milestones are reached

> Train service sales staff to maximize each repair transaction by

offering additional services and accessories

> Superior written and verbal skills, awareness of audience ensuring

excellent communication

Nov. 2010-Feb. 2012 CVS/CAREMARK

STORE MANAGER

Responsible for all phases of business within front store, photo department

and pharmacy

> Entered store manager trainee program in November 2010, promoted

to ASM in February 2011

> Consistently achieved sales plan via team development and

awareness of weekly plan

> Managed staff consisting of 4 shift supervisors and 25 associates

> Worked closely with pharmacy manager and staff to establish front

store and pharmacy co-existence

> Trained all store personnel on weekly selling and operational

procedures and communicated expectations thereof

> Established higher level of customer service through training and

leading by example

> Increased associate's awareness of best practices to aid in task

completion

Jul. 2006-Jan. 2010 Bergdorf Goodman MANAGER CLIENT

SERVICES/ CALL CENTER

Managed staff of 22 including call center, service desks and returned goods

department

Handled all aspects of client relations ensuring superior hospitality and

satisfaction

Discovered origin of customer issues and complaints to enable prevention

thereof

> Revamped and maintained call center procedures increasing

performance and maintaining service levels. Achieved and maintained

92% call answer rate. First to utilize Call Management System

software to full potential - increasing call statistics, and

implemented coaching and counseling based on information

> Developed hospitality program for service desks and call center,

maintained consistency thereof

> Established solid working relationships with store management,

providing reliable assistance

> Handled top clients, including celebrities, with delicate credit

issues ensuring confidence and privacy

> Reworked on-line and catalog return procedure and logistics

resulting in timelier credits to clients

> Trained existing store personnel on various policies and procedures

related to new accounts, credit plans, store promotions, tax

regulations and hospitality

> Served as inventory controller for Decorative Home/Gifts floor

> Conducted new hire training and took part in new hire meetings,

instructing new associates on hospitality expectations and keys to

providing superior customer service as a way to increase sales

Nov. 2000-Jun. 2006 Neiman Marcus

CREDIT/CUSTOMER SERVICE MANAGER

Managed staff of 11 including customer service, switchboard, and sales

auditor

Responsibilities included resolution of customer billing problems, new

account promotion, cash management, associate training, weekly and monthly

cash and new account reports

Maintained a customer service friendly environment while adhering to

policies and procedures in an effort to maximize profit

> Re-worked existing daily cash control procedures to ensure greater

accuracy

> Worked with and trained selling associates on customer service

techniques to increase sales

> Took control of corporate issued billing disputes; achieved and

maintained timely resolutions within 72 hour window

> Increased new account acquisition surpassing seasonal corporate

goals regularly, growing customer base

> Kept store in top five ranking yearly for new account opening

> Promoted within Neiman Marcus Group to Client Services Manager of

Bergdorf Goodman

PAST EXPERIENCE

MODELL'S SPORTING GOODS - LOSS PREVENTION MANAGER /ANALYST

Bloomingdale's - LOSS PREVENTION

EDUCATION

Pratt Institute - Art History/Illustration/Commercial Art

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