Customer Service Manager

GENA FERNANDEZ

E-mail: **************@*****.***

Cell: 708-***-****

LinkedIn: Gena Fernandez

ANNA’S LINENS

Store Manager (2012-Present)

Store manager activities and duties included:

-Managing operations with professionalism and integrity.

-Finished 2014 with an increase of +40% that’s a +380,000 dollar increase.

-Controlling payroll by ensuring the store is scheduled to the needs of business.

-Ensuring the store is staffed to model.

-Controlling expenses and shrink.

-Beating LY sales, conversion, and average transactions.

-Training new sales associates and help staff grow stronger by knowing the team’s strength and opportunities.

-Ensuring all floor moves are executed without disrupting sales and service.

-Verifying all cash deposits and ending day is complete and correct.

KMART

Assistant Store Manager (2010-2012)

Assistant store manager activities and duties included:

-Managing a 24 million dollar store.

-Maintaining a +1.65% shrink.

-Supervision of 150 associates.

-Interacting with customers to provide assistance and excellent customer service.

-Handling all aspects of store inventory, schedules, training, and store operations.

-Supervise and ensure all layouts, plannagrams and price changes are completed on time.

-Ensuring all regular and sale events are active and running.

-Count and prepare money for daily deposits.

-Responsible for closing and ending daily transactions.

-Responsible for reviewing sale reports, district, and corporate emails and executing them.

KMART/ MELDISCO

Department Manager (2003-2010)

Department manager activities and duties included:

-Managing a 1.6 million dollar shoe department.

-Maintaining a +1.85% shrink.

-Responsible for training associates.

-Interacting with customers to provide assistance.

-Handling all aspects of schedules, payroll, paperwork, and review all sale reports.

-Supervise and perform tasks with associates such as, unloading and scanning in merchandise as well as bringing merchandise out on display for customer convenience.

-Supervise layouts, merchandising, pricing, as well as signing regular and sale events.

-Prepare and supervise 3 inventories a year.

KMART/ MELDISCO

Department Manager (1999-2003)

-Responsible for the operations of 6 different locations.

-Each transfer was to a location with increasing volume and responsibilities.

-Developed strong expense control skills while adding incremental sales in each location.

-Routinely moved to “difficult to run” locations where I stabilized the operations. A dynamic, team-spirited and results oriented individual seeking to use analytical skills and experience to contribute to your organization’s growth and objectives in the retail market.

EXPERIENCE

PERSONAL STRENGTHS

University of Guanajuato, Guanajuato, GTO

Associate in Early Childhood Psychology, May 1990

-Strong training skills.

-Fluent in English and Spanish.

-Strong customer service and people skills.

-Fast learner, creative, and motivates others.

-Excellent planner, prioritizer, and multi-tasker.

-Creates ideas, solves problems, and meets goals/deadlines. EDUCATION

NOTABLE ACHIEVEMENTS

-Highest increase in sales in the region for 2014. (Anna’s Linens 2015)

-Highest dollar gain in the region for 2014. (Anna’s Linens 2015)

-Award for excellent customer service. (Anna’s Linens 2014)

-Awarded manager of the district in 2001, 2002, and 2003. (Footstar)

-Achievers Award: achieving the highest increase in sales in the Midwest region. (Footstar 2003)

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