Customer Service Sales

Kim E Guillory

** **** **** *****

Penfield New York, 14526

585-***-**** (c) ************@*****.*** http://www.linked.com/inhrkimeguillory

Professional Summary:

Business and Sales Development Expertise

Extensive experience providing new business strategy and implementation services within the business-to-consumer and business-to-business markets. In-depth understanding of core business processes, including process planning and modeling, partner negotiations, provisioning and strategic partner relations.

Project Management and Business Acumen

Able to define, communicate and fulfill project goals and break complex issues into manageable parts. Demonstrated performance has resulted in a successful career and produced highly satisfied clients. Extremely adept at multi-tasking and time management.

High Impact Communication

Ability to educate, sell and task complicated projects in an environment where individuals are not business savvy. Demonstrated a successful career in communicating with clients and employees from different education levels. Forged techniques are perfectly suited for all level of business and management functions.

Accomplishments:

Increased program participation by 31% and reduce our expenses by 17% in the first year alone. Continually drove costs down and participation up by offering HR programs that met the needs and expectations of our membership.

Consistently appeared on Company’s top performer report that included Units per transaction (UPT) Dollars per transaction (DPT), along with winner for store and corporate selling contests.

Cut store-controllable expense by ($52,856): $2,974,290-actual and $3,027,146-plan

Recognized in October 2010 for the best overall statistical Profit and Loss (P&L) performance among seven stores in the district

Received the best statistics performance for the paint department in November 2011, the décor department in December 2011, and the kitchen and bath department in January 2012

Revamped employee scheduling system to improve store’s sales-to-employee coverage ratio from 75.9% to 81.5 % within a two-month period.

Consistently met or exceeded sales goals, despite entry of new competitor in the neighborhood. Averaged week-to-week sales increases of 10%-16% and increases in foot traffic by 4.5%.

Partnered with store managers to reduce full-time percentage and training hours by 600 hours, which resulted in $88,300 savings during its first year of implementation.

Experience:

Rochester Regional Health System, Rochester New York- Riedman Campus 4/2014 to Present

Appointment Operations Coordinator, Mentor and Trainer and Ambulatory Chart Abstractor

Contributes to the overall patient satisfaction experience by consistently delivering outstanding customer service to patients, healthcare agencies, suppliers, providers, and payers throughout the patient’s healthcare experience. Performs a wide variety of patient care activities, including the prompt and accurate handling of scheduling/ registration, insurance verifications, Triage nurse calls, prescription refills, liaison between doctor’s offices and patients to include addressing patient concerns with accurate communicates with courteously throughout their delivery of care. Aims always for first call resolution and collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit and maintains all of its support processes.

Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit and maintains all of its support processes

Kim E. Guillory

Resume – Page Two

The Home Depot, Inc., Rochester, New York 1/2010- 5/2012

Specialty Sales Assistant Manager (SASM) (01/2011-05/2012)

Accountable for an array of HR management functions that included recruiting, interviewing, and selecting qualified candidates, unemployment verifications, sensitivity, to and respect for the cultural diversity of others, coaching, developing career paths for associates, and disciplines human relation activities to include employee relations, conflict resolution, recognition, written warnings, final warnings and terminations. Identified and mentored candidates for leadership roles. Additional managerial / Specialty sales responsibilities included driving sales, assuring customers a convenient and enjoyable shopping environment, meeting their project needs with specialized consideration in other specialty areas; paint, kitchen, bath, flooring, wall, and décor, including service for special orders, design, installed sales, and Millwork. Training, development, and recruitment for of sales staff, sales and interface with installed sales contractor.

Noted professional achievements:

YTD kitchen and bath counter top attachments were 62.5% on a goal of 30%; EPPs were 32.5% on a goal of 20%

Based on team attachment sales goals, won Red, White and Blue District EPP contest by having a 40% attachment rate

Received the best statistics performance for the paint department in November 2011, the décor department in December 2011, and the kitchen and bath department in January 2012

Captain for the store’s Homer Fund (Home Depot’s United Way program), employee committee, establishing new credit card sales, diversity team, and Kids Club

Managed and organized the job readiness program for Edison Tech Occupational Education Center

Operations Assistant Store Manager – (OASM) (01/2010- 01/2011)

Accountable for an array of HR management functions that included recruiting, same as Specialty Sales Assistant Manager listed above. Additional managerial / operational responsibilities included driving sales, delivering

exceptional customer service, championing safe driving practices, OSHA Reporting, environmental standards and meeting store profitability goals. Managed expenses, maintained facilities, oversaw Profit and Loss statements, budgets, receiving, service desk, bookkeeping, and accounting/vault, managed inventory, and supervised front-end employees.

Noted professional achievements:

Cut store-controllable expense by ($52,856): $2,974,290-actual and $3,027,146-plan

Improved the store-controllable operational profit to $7,468,242 actual versus last year $7,234,342, showing an increase of $231,901 from the prior year : increased sales of 03% over plan( +$77,180 in sales), and 5.3% over comparable sales; resulting in a $1,618,381 increase of sales over last year’s

Achieved store’s highest ever scores on Voice of the Consumer (VOC) survey in first three months in this leadership role. Attained 9.04 / 10.0 for “likelihood to recommend” and 9.29 / 10.0 for “engaging customers,” both significant improvements over previous year.

Reduced shrinkage by more than 80% within seven months, from $14,000 to $2,089.

Recognized in October 2010 for the best overall statistical Profit and Loss (P&L) performance among seven stores in the district

Kim E. Guillory

Resume – Page Three

Wegmans Food Markets – Rochester, NY 12/1998-10/2009

Team Leader/Shift Manager (5/2005-10/2009)

Functioned as “Manager-on-Duty,” with full accountability for more than 60 customer service representatives, sales associates, and stock clerks for a 76,000 square foot facility generating more than $65 million, annually, for a grocery industry leader, recognized nationally as one of America’s best places to work by Fortune magazine. Recruited, hired, trained, and mentored new customer service employees and department managers.

Noted professional achievements:

Revamped employee scheduling system to improve store’s sales-to-employee coverage ratio from 75.9% to 81.5 % within a two-month period.

Promoted superior customer service culture that increased repeat sales, as well as garnering customer compliments for both store operations and appearance.

Consistently met or exceeded sales goals, despite entry of new competitor in the neighborhood. Averaged week-to-week sales increases of 10%-16% and increases in foot traffic by 4.5%.

Improved accuracy of weekly, monthly, and annual store sales forecasts, delivering more reliable data to area management team.

Wegmans- HR Representative (continued)

Employee Representative/ HR Generalist (12/1998-05/2005)

Developed and executed innovative recruiting strategies, collaborated with local agencies in attending job fairs,

and conducted employee focus groups. Interviewed, hired, and motivated team members, promoted training initiatives, and human relation activities to include employee status changes, OSHA Reporting, new hire

orientation, employee relations, conflict resolution, recognition, written warnings, final warnings and

terminations.

Noted professional achievements:

Implemented counseling and mentoring program that developed employee career paths for more than 1,000 employees at three locations, including Wegmans’ flagship store in Pittsford. Counseled employees individually and paired them with mentors who could assist in advancing their careers.

Pioneered recruiting initiative that improved staff retention by 51%, which delivered $210,000 in annual cost savings related to recruitment, training, and on boarding of new hires.

Partnered with store managers to reduce full-time percentage and training hours by 600 hours, which resulted in $88,300 savings during its first year of implementation.

Increased employee reviews completed by approximately 32% in just four months, raising the store’s overall completion rate to 93%, placing the store among the top three in the division.

Education:

Master of Science in Management, Nazareth College of Rochester, Rochester, New York, GPA 3.675

Bachelor of Science in Business Administration, Nazareth College of Rochester, Rochester, New York

Kim E. Guillory

Resume – Page Four

Professional Activities:

Undergraduate Advisory Board, School of Management, Nazareth College of Rochester

Dale Carnegie Alumni and Graduate, assistant program administration

Genesee Valley SHRM- Program Director of SHRM

Genesee Valley SHRM, Diversity Advisory Council Board, Project Manager(PMP), Train-The-Trainer

National Human Resource Association of Rochester, NY Affiliate

One-Stop Career Center, Rochester Works

Greater Rochester Human Resource Career Networking, formerly-Quest, Rochester’s HR Network

True Networking Thursdays(TNT)

ABCPNG- Network Group

The August (TAG) Groups

The August Group (TAG) Thursday Night Networking

New Horizons Networking, and New Horizons Select Group

Dress a Girl-Mission based Volunteer Program

Blue Grace- Affiliated with Badge of Honor Association

Wounded Warrior Organization

Additional Competencies

Recruiting Employee Relations On-boarding New Employees Orientation

Team Building Training & Developing Business Partner

Facilitator/ Coordinator for community programs Event Planning

Rewards & Recognition

Customer Relationship Management (CRM)

Leader of Focus Groups Management Leadership /supervisory experience

Other Experience:

Alexi and Ani, Rochester New York the Culver Road Armory 10/2013 to Present

Sales Professional and Trainer

Being the driving force behind the Alex and Ani message of positive energy and effectively promotes all brand initiatives, building client database. Being that expert on product knowledge by keeping current on all product lines while building the client base and loyalty and ensuring the highest level of client service is being executed.

Maintaining visual presentation standards and communicating client feedback, business trends and

recommendations to the store management team. Top performer: appeared on Company’s top performer report that included Units per transaction (UPT) Dollars per transaction (DPT), along with winning corporate and in store sales contests.

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