Customer Service Manager

Summary

My expertise includes multiple disciplines: site selection, start-up, build-out, staffing, training, customer service, and more. I bring to the table more than two decades of expertise in retail operations; including franchise establishment and operation, large retail supply, and gourmet specialty stores.

My career started on the supply-side of the business, where I managed 300 employees conducted all warehouse functions for a multi-national business. Then I took on a greater venture as owner/ operator establishing, building out, opening, and running six Party City franchises. These stores collectively had 200 employees, and reaped revenue of $22 million per year. I built upon this foundation and ventured out into the gourmet food segment, where I oversaw all aspects of the business across multiple stores and hundreds of employees.

These collective experiences throughout all work streams of retail business, proven leadership, daily management, keen insight to people management and ability to motivate teams, a high standard for quality and customer excellence, plus my ambitious drive to solve any problem make me a critical key to any Company's success.

Significant Achievements

oParty Fair Tigard: after market research, location selection, complete buildout, staff acquisition, product selection, and vendor management, achieved 300% of target for opening month revenue goals.

oOversight of the distribution center conversion in preparation of FDA regulatory requirements contributing toward the successful opening of Citarella’s Connecticut

oReceived the Franchise of the Year for Party City, Northern Virginia where annual revenues exceeded $20 million dollars.

SegCorp 2012-present

Project Investment Strategist and Manager

Currently focused on matching high net worth private client interests with various investment projects ranging from 1-30M USD - within the US and abroad. I bring years of experience in retail, franchise, real estate, processing, and distribution. Making the vision and strategy of my clients to become reality is my forte.

Bringing to bear my collective experiences throughout all work streams of retail business, proven leadership, daily management, keen insight to people management and ability to motivate teams, a high standard for quality and customer excellence, plus my ambitious drive to solve any problem make me key to any Company's success.

Private Client projects:

o Expertise in EB5 process: foreign investors seeking to establish citizenship in USA.

o Experience with 1031 exchange of properties, specialize in matching investor criteria with specified, unique properties.

o Sourced $28 million investor for Hudson Yards Development Project, NYC in partnership with Terrace Capital.

o Working with multiple investment partners to source various projects from 1 to 30 Million USD investments, including US trucking company, boutique hotel collections in Paris, among others.

Party Fair, Tigard, OR June 2015 – January 2016

Operations Officer

Worked with EB5 investor to research and vet numerous investment possibilities to determine the best, most suitable business for investor interest and EB5 requirements

Conducted market research to determine most suitable region based on market potential and growth strategy

Scouted out potential locations, selected a location, and lead the negotiations for a multi-year lease, including build out

Documented initial business plan including: operating process, staff management, financial and budgeting, advertising and growth strategies

Solely managed all start-up processes and procedures to ensure a successfully opening, including:

oBuildout and infrastructure set up, including vendor contracts for lights, fixtures, and shelving

oNegotiated contracts with product and goods suppliers, marketing and advertising, payroll services, and security equipment and service, all resulting in notable discounts with payment terms and long-term agreements

oSingle-handedly staffed and trained fully-functional team within month one of opening

Because of effective marketing, thoughtful staff acquisition, focused product selection, quality training and coaching of the team, achieved a banner opening month-exceeding sales plan by 300%

Set-up payroll and point of sale systems and processes. Managed day-to-day operations, including inventory/ordering, staff management, customer service and sales reporting and inventory reconciliation.

Citarella Gourmet Supermarket, New York City, NY June 2013 – June 2015

Operations Manager

Managed all aspects of store operations for all departments across multiple stores in New York City and Long Island with 50-80 employees per store and 150-200 employees at the distribution center.

Promoted and executed excellent customer service in this upscale, specialty, gourmet food market

Maintain accurate inventory levels for daily needs, with adjustments for promotional and seasonal buying.

Conducted research regarding customer experience, aggregated the research data to make recommendations to the executive team to improve all aspects of customer experience and satisfaction.

Ensured proper staff training to enable compliance with company processes and procedures, while enabling a high level of customer focus and satisfaction.

Applied Department of Agricultural state laws and policies to store operations and to the distribution plant. This was critical as new stores, located in Connecticut were opened, since regulations in CT were even more rigorous than New York. These regulations needed to be consistently applied in the distribution center, to ensure consistency across all stores and remain compliant.

Agata & Valentina/J.A.V. Food Corp., New York City, NY March 2012 – June 2013

Operations/Store Manager

Oversaw all aspects of daily store operations for all departments which included 80 employees

Annual revenue of $20M

Ensured excellent customer service in this specialty, gourmet food market

Maintained requisite inventory levels for promotional, seasonal, and every-day buying

Apply Department of Agriculture state laws and policies to store operations

Performed qualitative research to ensure executive management could purposefully improve all aspects of the customer experience

Ensured staff was properly trained and complied with company procedures

Party City Northern Virginia January 1990 – December 2011

Owner/ Operations Manager

Managed six stores ranging from 10,000-12,000 square feet with 120-200 employees and a $21M revenue annually. Responsibilities included:

oPromoted sales culture to build productivity across the employee team.

oProvided leadership to set financial and budget goals, then achieve and exceed sales goals.

oForecasted and monitored day-to-day sales of all departments, including seasonal and perishable products.

oEngaged marketing and advertising services as appropriate for seasonal sales.

oWorked directly with suppliers and vendors to establish ongoing purchase agreements and allocate effective and timely product delivery.

oManaged store operations, profit and loss reports, payroll, inventory levels, and visual merchandising standards.

oEnsured all internal and external customers received exemplary customer service and a positive store brand experience.

oEnsured sales associates build relationships with customers, as well as accountability for all aspects of the store operations.

Other Prior Experience:

Gitano Corporation, North American Underware Division, New Brunswick, NJ March 1986 – Jan. 1990 1989

Warehouse Operations Manager:

Managed a 50,000 square foot facility, encompassing all aspects of the entire warehouse, including:

oManaged 200-300 employees across all functions and departments

oManaged $56M annual revenue

oResponsible for all inventory levels, ensuring adequate materials for customer fulfillment

oScheduled incoming product for reprocessing and packaging

oResponsible for processing customer orders

oTracked shipping and receiving of all products

Suncrest Mills (Textile), Jersey City, NJ July 1983 – March1986

Warehouse Manager

Managed a 30,000 square foot facility, including:

oManaged 100-150 employees

oResponsible for all inventory levels, ensuring adequate materials for customer fulfillment

oManaged $12M annual revenue

oScheduled incoming product for reprocessing and packaging

oResponsible for processing customer orders

oTracked shipping and receiving of all products

oWorked closely with overseas manufacturers in India

Education

Boston University, Boston, MA 1980-82

General studies

New York University, New York City, NY 1982-83

International Traffic Certification

Additional Insights

Fluent in English and Spanish, conversational in Italian.

Willing to relocate

References available upon request

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