Customer Service Manager

Results-driven business professional with an entrepreneurial spirit that has extensive human resource and customer service experience looking to continue career development. Strengths include a customer-centric mindset, proactive management style, and invested employee with proven Budgeting & P&L Management history.

SUMMARY OF QUALIFICATIONS:

2006–2016 Christmas Tree Shops, Inc Salem, NH

Senior Manager/Assistant Store Manager (March 2006-March 2016)

●Spearheading store operating processes, department procedures, staffing and human resource requirements for territory expansion and seasonal upswings.

●Developed and presented HR workshop curriculum including Performance Management, Associate Relations, Interview and Selection, Coaching/Corrective Action as well as Courtesy and Respect (sexual harassment.)

●Responsible for quarterly financial reports including payroll, sales, inventory, productivity, and profit & loss

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Department Manager – Receiving (2012-2014)

●Facilitated staffing and inventory management for inbound warehouse deliveries, truck unloading, processing merchandise and stocking execution.

●Developed safety standards for dock and loading areas in conjunction with OSHA and DOL regulatory requirements.

Department Manager-Merchandising (2010-2012)

●Responsible for the planning of all merchandising/stocking direction as well as following up on the overnight execution of the plans.

●Implemented all current seasonal corporate merchandising direction and follow up.

Customer Service Manager (2006–2010)

●Instituted company’s LEAD principles (Listen, Empathize, Apologize, Deliver).

●Implemented weekly customer service meetings with store associates, in addition to one-on-one reviews with all front-end supervisors.

1999-2005 Osco Drug/Brooks Pharmacy Andover, MA

Store Manager (1999-2005)

●Responsible for store operations including payroll, staffing, inventory, financial reporting.

●Responsible for implementing corporate HR policies and instituting local training for employees.

EDUCATION:

Southern New Hampshire University – 16 credits towards Business Management Degree

LEADS Customer Service Training Document (2016)

Train the Trainer Human Resource Management Certificate (2015)

COMMITEES/ACTIVITIES:

Hooksett Youth Athletic Association Tee ball Coach (2014-2016)

Holy Rosary Soup Kitchen Volunteer (2010-2016)

Professional References Available Upon Request

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