Customer Service Call Center

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

AMANDA MARSHALL

**** ********** **** ******, ******, Fl 32712 407-***-**** **************@*****.*** Seasoned professional possessing extensive retail and management experience. Deliberate District trainer and Senior GM with 20 years of experience leading retail operations. Thoughtful communicator of objectives driving long-term performance and customer loyalty.

Staff Hiring Team Building and Leadership

Performance evaluations Staff management

Team training and development Inventory Control

Budget and cost control Financial Planning

Revenue growth Driving positive results through KPI Process Improvements

FEBRUARY 2007 CURRENT

District Training Manager and General Manager JoAnn Fabric and Craft Store Orlando, Fl

Managed business operations and worked closely with senior management to develop KPIs, build operating dashboards and monitor performance. Led cross-functional projects and identified and solved complex problems across business spectrum.

Managed performance of team members, conducted performance appraisals and recommended promotions.

Restructured departments and modeled customer service techniques to advance sales position in competitive markets.

Supported back office hiring and employment processes. Held associates accountable for meeting established operational guidelines, brand EDUCATION

standards, customer service expectations and company policies. Developed quality talent from within to retain engaged employees and remain competitive.

Established customer relationships to generate more business, maintain store profitability and expand brand loyalty and recognition. Analyzed store reports to evaluate performance, increase sales and reduce controllable expenses.

Issued detailed responses to complaints resolving customer service issues with timeliness and organization.

Revamped systems, processes and training programs to reverse underperforming store metrics.

Drove shrink results through compliance with guidelines and handled safety, loss prevention and cash-handling procedures.

Resolved problems, provided open communication and recommended discipline and terminations.

Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements.

MAY 2002 JANUARY 2007

District Manager Eagle Trade Group Orlando, Fl Established sales and performance goals for each location, developed action plans and provided tools and necessary mentoring to attain or exceed designated projections. Enhanced employee morale and maintained low turnover rate with targeted recruitment and development strategies.

Designed attractive merchandise presentation strategies and special marketing campaigns to increase store traffic and profits.

Conducted weekly conference calls and manager meetings to discuss performance of each location.

Improved team member performance through motivation and training. Communicated policy updates to department, answered questions and monitored compliance.

Performed facility checks to verify cleanliness and client safety. 1998

Associate of Science: Electrical Engineering

ITT Technical Institute, Maitland, Fl

Associate of Science in Electrical Engineering.

1994

High School Diploma: General

Titusville High School, Titusville, Fl

General education diploma

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