Customer Service Manager

~ Management ~

Industry Focus: Retail ~ Accounting ~ Business Finance ~ Insurance

Highly talented and accomplished management professional, equipped with progressive years of experience in retail industry. Interested in pursuing a challenging career, wherein education, skills, and experience could be employed. Powered with expertise in cost/benefit analysis, ROI and cost analysis, operational management, advertising and marketing, inventory management, project management, auditing, and customer service. Equipped with high-caliber ability to incorporate innovative management techniques that result in enhanced business practices, improved productivity, and increased profits. Armed with proven effectiveness in establishing and maintaining strong business relationships while focusing on teamwork, service level, and cost containment within a stressful and fast-paced environment. Articulate communicator; multilingual in English, Persian (Farsi), and Italian. Technically proficient with Windows Operating System, Microsoft Office Excel, COBOL, and ERP/MRP systems.

n Education

Bachelor’s Degree in Business Administration Science: 2013

Kaplan University § Palmdale, CA

President's List § Dean's List (2010, 2011, 2012 & 2013 ) § GPA 4.0

Coursework in Computer Science: 2001

DeVry University § West Hills, CA

GPA 3.72

Coursework in Mathematics: 1999

Pierce College § Winnetka, CA 1999

GPA 4.0 § Dean's List

n Professional Development

Certified in Life and Accidental Insurance programs, State License 0151661

Certified in AHIP Health license.LSS4ZKSXV3C

Certified in Business Management job requirement courses

Certified in Leadership Modules, Pharmacy and Management Programs

Certified in HISS, Active adult care giver since 2012.

n Functional Strengths

BUSINESS/OPERATIONS MANAGEMENT

Directed operations and identified opportunities to reduce costs and expenses

Managed and scheduled arrangements to understand time sensitivity of account requirements that may be in effect

FORECASTING AND NEGOTIATION SKILLS

Improved company’s efficiency that resulted in vast savings in both the short and long term outlook

PROBLEM RESOLUTION

Resourcefully implemented improvements and developments in response to operational challenges

COMMUNICATION SKILLS

Determined needs and delivered readily comprehensible information to appropriate audience, while developing and maintaining positive operational relationships

TIME AND RESOURCE OPTIMIZATION

Responded to increasing expectations to further reduce adverse impacts, subsequently increasing efficiency and productivity

TRAINING AND DEVELOPMENT

Adeptly functioned as an effective motivator, responsible for coaching, training, and encouraging cross-functional employees to achieve organizational goals

n Professional Experience

Partner Advantage § Riverside, CA

Agent 2015-Present

Helping families to understand and learn about available benefits that fits their specific needs.

Providing indexed portfolios for retirement plans as income replacements.

Working with underwriters with over fifty IOMs in wide range of policies to meet with clients specific needs .

CVS § Palmdale, CA

Manager 2013-2015

Leading and managing front store and pharmacy staff of 25-30 professionals; training employees on various customer service initiatives and task management that resulted in increasing "My Customer Car " program which is a customer satisfaction measure.

Reduction of the expense control through monitoring shrink and ordering Inventory level Through (FSI & IAR) systems.

Training & Engaging staff through incentive programs which resulted in sales increase and employee loyalty.

Oversee all departments and related profit reports to implement new innovative strategy that results in profit increase

Implementing and keeping up with critical categories outdates, seasonal merchandising and resets on timely manner.

Payroll and scheduling.

Afabric Agenda § Burbank, CA

Accounting Assistant 2012-2013

Proficiently controlled and monitored daily incoming and outgoing invoice records

Providing Ledger and Journal information inputs and related financial statements such as income statements, cash flow, Balance sheet, and Statements of owner's Equity

Ordering and shipping importing and exporting projects.

Petco § Thousand Oaks, Woodland Hills, Northridge, Porter Ranch, Burbank, and Palmdale, CA

General Manager 2000-2012

Provided exemplary leadership to a team of 35 to 50 professionals; mentored staff on various customer service initiatives that resulted in 94% customer satisfaction

Controlled and monitored daily shrink and order level that led to the reduction of expenses

Boosted sales by 11% and employee loyalty, as well as reduced turnover by motivating staff through the application of department's first incentive performance plan and execution of innovative programs

Developed advanced marketing strategy to promote and manage new revenue streams

Oversaw entire phase of service departments, resulting to an increase in profits by 15%

Proficiently handled records related to sales, including MIS system, scheduling, analyzing, and forecasting budgets for upcoming quarters

Obtained numerous awards and commendations, including Top Five Manager in company of 800 stores in 49 states in 2006; Top Seller Award from many different vendors within the organization; and Top Performer Award in 2008, 2009, and 2011

The Art Store § Santa Monica, CA

Inventory Manager 1999-2000

Developed department's first incentive performance plan, resulted in an 18% increase in sales

Propelled company toward robust growth by executing an effective inventory process that reduced expenses by 5.2%

Drove 15.6% increase in revenue through keen oversight of innovative programs to increase employee vendors, warehouse departments, clients, and executive management

Established connection within the Art schools by creating new revenue streams

Aaron Brothers (Michaels) § Hollywood, CA

Assistant Store Manager 1997-1999

Motivated through the development of incentive performance plan, resulting in 23% increase in sales

Executed quality framing that reinforced the company's business

Concentrated in controlling expenses by developing staff training and by adopting a new program

Increased customer loyalty index by 9% by closely working with vendors, Custom Framing Department, Merchandising Department, clients, other managements

Streamlined the restructure of business line that enhanced profits by 33.8% in one year

House of Fabrics § Santa Monica, CA

Assistant Store Manager 1995-1997

Attended to human resource function, such as hiring, training, and managing a team of 23 professionals

Escalated revenue and customer counts by producing community sewing classes in partnership with quilt and sewing instructors, Sewing Machine Department (Singer), and clients

Ensured smooth adoption of new program by training and mentoring staff

Played a key role in obtaining 32% increase in profit through close interface with vendors, Warehouse Department, clients, merchandising and inventory management

Sears § West Covina, CA

Sales Associate 1994-1995

Demonstrated flexibility and versatility in assuming diverse functions in sales, cashiering, merchandising, inventory, restocking, and customer service

n Professional Affiliation

Member, Golden Key International Honor Society

References:

Steven Byabashaija

Insurance & Financial Services Broker

Phone Number: 951-***-****

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

Veronica Cueva

Store Manager

CVS

Palmdale, CA 93550

Phone Number: 818-***-****

Melanie Korson

CEO

Afabric Agenda

Burbank, CA 91502

Phone Number: 818-***-****

Email: ********@*************.***

Tom McGinley

District Manager

Petco

9125 Recho Road

San Diego, CA 92121

Phone Number: 661-***-****

Email: *********@*********.***

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