Customer Service Manager

ALETHEA RAE ESPALIN

**** ****** ***** ** ***********, NM 87120

Mobile: 505-***-**** EMAIL: *******@*****.***

OBJECTIVE: Apply my operations management experiences, training talents, computer skills, and my demonstrated “Can Do” leadership to help a company grow and become more successful. PROFESIONAL SKILLS:

Over 17 years of successful job and supervisory experiences in retail and customer services, largely thanks to my goal-oriented “Let’s Get it Done!” approach.

Excellent interpersonal communications, team collaboration, people leadership and project management skills, not only customer-facing, but also resolving issues between co-workers.

Strong nurturing skills to help fellow workers and peers achieve difficult tasks.

Progressively increasing responsibilities in every job, with quarterly bonuses the past 5 years at Staples.

Strong computer troubleshooting skills, from hardware diagnoses to software solutions; proficient in Windows XP/Vista/7/8/10, Internet applications, Office (Word, PowerPoint, Access, Project, Publisher, Excel, Excel Power Query), and Adobe (Photoshop and Illustrator). EMPLOYMENT HISTORY:

KEMTAH, Albuquerque, NM – Builds Technician 10/2015 – 11/2016

Streamlined and implemented a process to build/image new machines for Sandia users prior to initial use.

Changed the process time for new machines delivered to Sandia users from 6-8 weeks to seventeen days.

Assisted with new automated forms process to assist the end user in proper assignment of machine.

Created and implemented a customer service training class, with the corporate trainer; and deliver the training monthly to all Kemtah employees.

Analyze and maintain weekly/monthly/quarterly reports for Kemtah and Sandia Management.

Fulfill new report requests for Kemtah Managers.

Organized reporting structure and instituted a document retention program. Maintained instructions for all reports for reference.

Quickly learned Excel power query and SQL languages to be more proficient with reporting tool

Streamlining the corporate backfill process for any position within the contract, using Lean Six Sigma’s Value Stream Analysis process.

STAPLES, Albuquerque, NM - General Manager Designate (GMD) 03/2008 – 08/2015

Recognized management potential and promoted to General Manager Designate; responsible for onboarding and training all new and current employees, monitoring and managing sales, customer service, merchandising, inventory, and safety aspects of store.

Trained associates to properly assist customers; created new approaches to satisfy customer needs by understanding their business needs and objectives. Also satisfied Human Resource requirements via training sessions on customer relations, productivity, time management, and job safety.

Assisted management team to maintain outstanding customer service ratings and increase sales; regularly coordinated management team meetings.

Assisted sales team to fit customer needs; maintained and beat sales goals every year from 2009 to 2015.

Opened and closed store, created and maintained store displays, maintained paperwork and customer files. OFFICE MAX, Albuquerque, NM – Assistant Manager 01/2006 – 02/2008

Trained associates at my store as well as surrounding Albuquerque stores.

Responsible for Copy Center (sales) operations.

Facilitated management and associate meetings; kept focus on store organization and management issues. ALETHEA RAE ESPALIN

9524 Akutan Court NW Albuquerque, NM 87120

Mobile: 505-***-**** EMAIL: *******@*****.***

Assisted in opening and closing store, maintaining paperwork, including customer file backups. FOLEY’S / ESTEE LAUDER, ABQ, NM – Beauty Advisor 04/2004 – 02/2006

Perform makeovers, assist customers with product selection, inform customers on new products.

Consistently exceeded bi-annual pre-sales goals.

Opened and closed the store regularly.

ECKERD PHARMACY, ABQ, NM – Store Associate 03/2004 – 04/2004

Set up store for opening, created displays, replaced shelves & fixtures, open/close store. OFFICE DEPOT, ABQ, NM – Sales Associate 03/2003 – 11/2003

Rotated in each area of store: copy and print center, special ordering of furniture and office systems.

Assisted customers; created floor displays and arrangements. WET SEAL, ABQ, NM – Assistant Manager 02/2002 – 04/2003

Managed day-to-day activities of 8 employees, including: initial training and orientation, and .ongoing training.

Created displays and arrangements; opened & closed store 5 days per week. THE LIMITED, ABQ, NM – Sales Associate 07/2001 – 02/2002

Coordinated staff activities, including team meetings.

One of two Associates assigned to create numerous displays and floor moves. THE BODY SHOP, ABQ, NM – Assistant Manager 11/1999 – 08/2002

Promoted from temporary Associate to Assistant Manager in four months.

Operated cash register.

Created displays for new product lines.

Opened and closed store several days per week.

EDUCATION:

Bachelor of Science in Business Management, August 2017 National American University Albuquerque, NM

Associate of Arts in Management, April 2005

Community College of New Mexico (Technical Vocational Institute) Albuquerque, NM REFERENCES:

Mentor, Staples, Inc. – Alex Aguado, 505-***-****, *********.******@*******.***

Supervisor, Office Max – Maria Trejo-Birch, 505-***-****, ***********@*****.***

Subordinate, SD Tek Heads –Tuan Massey, 619-***-****, ****@**********.***

Subordinate, Staples, Inc. – James Hight, 505-***-****, *.*****@****.***

Contact this candidate