Customer Service Manager

LINDA K. VANDEN BERG

*** ***** **** **********, ** 27407

Mobile: 616-***-**** e-mail: *******@*****.***

Profile

An ardent employee with established team leadership and mentoring skills which facilitate a steadfast pursuit of accomplishing organizational goals to the utmost degree. A broad array of business experience encompassing duties within operations, sales, merchandising, marketing, and most predominantly within the accounting, customer service, and payroll functions.

Education

Bachelor of Science in Accounting and Finance

Ferris State University - May 1978 Graduated Suma Cum Laude Honors

Associates Degree of Science

Grand Rapids Community College – May 1976

Work Experience

Hobby Lobby

Greensboro, North Carolina October 2013 – Present Full-Time Customer Service Manager

Grandville, Michigan June, 2011 to October, 2013

- Operated initially as department manager of Art and Hobby supplies, transitioned to become department manager of Home Accents which is the most expansive department within the firm’s operations. High performance led to a subsequent promotion to the role of Customer Service Manager of the Grandville location. Transferred to Greensboro location due to spouse relocation and began managing the Home Accents, Cards and Party departments due to lack of vacancy at the Customer Service Manager Position. Ultimately reassigned by the regional management to the primary Customer Service Manager in order to improve operational performance and customer relations.

• Retail Merchandising – Ordering Department Products to Stocking. Currently utilizing newly designed i-Pad software System for ordering process. Trained on all facets to complete total store resets or individual department relays. Cross trained to work all departments within Hobby Lobby excluding custom framing which requires extensive training and certification.

• Customer Service Manager – Responsible for handling all customer affair matters while also maintaining quality customer relations. Manage register operations and provide continuous educational training on point-of-sale systems for all cashiers. Cashier training is critical to operations of this firm since all product offerings lack a unique UPC barcode and scanning system does not exist. Responsible to maintain an established discount level for the store by monitoring all cashiering functions. Handle all IT and equipment issues with register operations. Manager of two additional departments - Photo Framing and Art and Hobby Supplies.

• Trained on Hobby Lobby Loss Prevention Policies and In-Store Management Procedures

• Store No.: 210 Grandville, MI 616-***-**** Store Sales Volume: $5.5 Million

• Store Manager: Scott McAffie and Co-Manager: Mark Van Putten

Crescent Street Floral & Gifts

Grand Rapids, Michigan February 2010 - August 2011

• Retail Merchandising. Marketing Research & Implementation, & New Business Development.

• Coordinator of Substantive Occasions for Client Events of At Least Fifty Guests.

• Purchasing Coordinator of all Non-Floral Merchandise & Wire Service Manager.

o Achieved significant sales and revenue growth through successful integration of novel merchandise arrangements which allowed for subsequent expansion into a larger, more profitable location.

o Frequently conducted meetings with manufacturer’s sales rep teams in order to develop various merchandising plans for new product releases.

o Attended a diverse assortment of retail and gift industry trade shows to select additional product lines for future seasons.

o Managed the purchasing and advertising for all floral supply industry primary wire ordering services for codified products, online and printed advertising, inventory planning & reporting, and POS establishment, & daily-monthly reporting.

o Installed primary supplies & vase inventory management purchasing system.

• Produced a 40% sales increase from 2010-2011, through the development & successful integration of an entirely novel marketing strategy.

• Developed all of the company’s marketing brochures, event handouts, as well as playbill advertising for Broadway Grand Rapids & The Circle Theatre.

• Accountable for all content & presentations for all of the company’s capabilities through floral design, event design, delivery, and corporate partnering for events & everyday floral needs through us of PowerPoint. Major accounts obtained include Farmers Foremost Insurance and Coke, Amway, Gordon Food Service, Pepsi, and UPS.

• Completed monthly billing for all business & house accounts. Generated the Daily & Monthly Sales Analysis reports for all types of sales.

• Managed the weekly payroll process, monthly, quarterly and annual payroll tax returns.

• Managed all social media content development for the company’s Facebook, The Knot, Grand Rapids Bride, and The West Michigan Wedding Association accounts.

• Coordinated entire fabrication, layout, and execution of all noteworthy events including significant Wedding Shows taking place at The DeVos Place, The Grand Rapids Museum and Noto’s Restaurant with Eight West TV Program, Fashions Night Out, Broadway GR Black Tie Gala Events and Opening Night Performances, Rogers & Holland Jewelers Wedding Event, Grand Volute Wedding Flower Program, and all GR Chamber of Commerce events.

Grand Rapids Amateur Hockey Association

Grand Rapids, Michigan May 1996 – May 2008

• Association Registrar & Director of Travel Hockey Operations

o Coordinated all player (1,200 member) and coach registration with U.S.A Hockey Association as well as Michigan Amateur Hockey Association.

o Developed team applications and aided in the formation of team rosters.

o Handled all member service matters in regards to the association.

o Generated and administered the successful implementation of numerous community awareness initiatives with the sole intention of amplifying consciousness of and participation within the association, i.e. Apparel Program, Open House, Try Hockey for Free days, and Informational Parties.

o Handled all initial communication inquires of potential members in order to inform and educate them about the multiple opportunities offered to them by the association.

o Coordinated and scheduled all House & Travel team tryouts.

o Prepared annual and monthly team budgets, coordinated monthly team billing, and managed all banking aspects for the association,

o Facilitated as an intermediary, the administration process for all members who had to deal with U.S.A Hockey insurance programs.

o Assisted with the Associations general accounting functions: payables, receivables, weekly payroll, related tax filings, and annual budgeting process.

C & F Stamping Company/AutoStyle, Inc.

Grand Rapids, Michigan May 1974 – May 1988

• General Office Functions and Factory Work 1974 - 1978

• Senior Accountant & Financial Analyst 1978-1980

• Controller & Office Manager 1980-1984

• Corporate Controller 1984-1988

o Assembled and provided comprehensive financial information packages to senior executives with detailed analytics for the firm’s primary operating divisions.

o Served as the primary interface with senior management and ownership on significant customer accounts and related issues.

o Helped mature the business from a $16 million annual operation with only 110 employees, to a $250 million business with over 2,900 employees, by developing strong rapport with key clients, and with training and mentoring great employees.

o Implemented several novel progressions of financial systems and processes which led the accounting division to become considerably more efficient and productive

o Responsible for all important financial transaction processes within the company including Accounts Receivable, Accounts Payable, Credit and Collections, Multi-location Payroll, Cost Accounting, Inventory and Cash Management.

Computer Skills: Microsoft Word, Outlook, Excel & PowerPoint (2010). QuickBooks. ADP.

NCR, Mercury and Intuit Point of Sale Systems.

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