Customer Service Manager

CHERYL COLBERT

**** ********* ****** 716-***-****

Macedon, NY 14502 **************@*****.***

Professional Summary

Operations and Human Resource Professional with 27 years of retail experience with a primary focus on Store Operations, Human Resources Management, Training and Development, and with multi store experience.

Areas of Expertise:

• Management Development • Learning & Development • Staffing/Employment

• Store Operations • Assessments & Feedback • Culture/Relationships/Associate Relations

Human Resource Management

Professional Experience

TOPS MARKETS, LLC, Rochester, NY 1991 – Present

Director of Customer Experience Jan 2016-Present

Management of all programs and policies to support a positive customer experience within the store.

Direct oversight of all company stores front end and regional customer service centers.

Development and oversight of Associate Relation programs.

Development and facilitation of Customer Service and Associate Relations training.

Ensure compliance to and implementation of standard operating procedures for front end operations.

Promotion of programs to support positive customer experience (i.e. Mystery Shop Program).

Human Resource Manager 2009 – Jan 2016

Provided coaching/counseling to store and district management regarding associate related matters.

Investigated and represented the company with regard to all grievances filed by the union.

Investigated issues logged by the HR Help Desk.

Collaboratively developed and implemented new training programs and initiatives.

Assisted with the Store Manager Assessment Center.

Created and facilitated training programs to promote management and leadership development.

Collaboratively facilitated sourcing targeted recruitment and selection.

Maintained compliance with all Federal and State Labor Laws.

Identified locations with areas of concern, conducted store visits, and took appropriate action based on internal audit.

Investigated and responded to all complaints filed with the EEOC/DOHR

Facilitated orientation program for Operations Management.

Developed and implemented human resources policies and procedures.

Oversaw company acquisitions from an HR perspective.

Store Manager 2000 - 2009

Accountable for total store operations including achieving budget goals, executing corporate

objectives, addressing customer service issues, fulfilling staffing needs, managing a staff of more

than 140 associates.

Delegated work assignments and evaluated work performance of staff.

Served as Assessment Center Observer (evaluator) to assist in identifying future store manager

candidates and related developmental opportunities.

Co-Manager June, 1998 – July, 2000

Assistant Store Manager December, 1995 – June, 1998

Carry-Out Cafe Manager February, 1994 – December, 1995

Acting Assistant Store Manager/Personnel June, 1991 – February, 1994

Education

Bachelor of Science Degree, Business Administration May, 2007

Nazareth College, Rochester, NY

Associates in Arts Degree 1994

Finger Lakes Community College

ECornell Human Resources Certificate Program 2014

Career Development and Professional Involvement

Member Society for Human Resource Management (SHRM)

Certificates and honors

Progressive Grocer Top Women in Grocery Award (2015)

Represented company during International learning experience in Amsterdam, Netherlands

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