Customer Service Manager

* * * * * U D D Y D U C K D R • C O L L E G E S T A T I ON, T E X A S 7 7 8 4 5

***- ***- * * * 1 • B L C J M@A O L . C OM

L A U R A B U R D I C K

OBJECTIVE

Management position offering advancement opportunities and compensation based on performance and contributions to a business success. SUMMARY OF QUALIFICATIONS

Retail sales and customer service manager with over 25 years of management and customer service experience. Owned and operated a successful business for over 20 years. Responsible for hiring, training, and coaching associates in sales and customer service to successfully increase sales and profits.

WORK OF EXPERIENCE

BH Media/Eagle Newspaper Bryan, TX June 2012 – January 2017 Customer Service Manager/Circulation Department

• Responsible for hiring, training, scheduling, and coaching customer service representative to handle incoming and outgoing calls to and from customers subscribing to a daily newspaper.

• Resolved customer service issues by communicating to district managers and carriers, as well as following up with customers via phone calls and emails to make sure that their delivery issues have been resolved.

• Generates reports needed to audit and review statistics for Circulation Director to better increase profit and revenue as well as decrease costs

• Managed the telemarketing and Kiosk sales personal by evaluating their work and resolving any issues customer service issues related to subscription starts.

• Coordinated special promotions to increase subscriber readership and subscription sales.

• Familiar with SBS Expense Reporting, Dayforce HCM and ADT payroll time management systems

Burdick Corp/Kwik Kar Oil & Lube College Station, TX July 1995 - Present Vice President/Secretary/Co-owner

• Co-own and manage a successful retail auto service facility with husband.

• Responsible for inventory management, staffing, payroll, payroll taxes, and accounts receivables for $1.1 million business.

• Proficient with QuickBooks Pro, Excel, Microsoft Word, and Outlook

• Familiar with fleet account billing/processing including Enterprise, ARI, Wright Express, and Element/PHH

Action Link Akron, Ohio April 2007 - January 2012

Part Time Merchandiser

Part time merchandiser contracted to work with major electronic retailers in the Bryan College Station area.

Responsible for auditing displays to insure proper placement and operation of electronic products in Target, Walmart, Best Buy, Office Depot, and Sears. Dillard’s Department Store College Station, October 2009 - May 2011 Area Sales Manager

• Responsible for $3.2 million in sales for Cosmetics, Ladies Accessories, and Lingerie Departments.

• Responsible for hiring, training, and scheduling 14 associates.

• Monitoring sales for associates and coaching to increase average unit and dollar sales by transaction.

• Implementing plan a grams and merchandise directives from corporate buying office.

• Analyzing sales and trends and reporting opportunities to buying office.

• Responsible for setting up events with outside business and organizations to optimize sales and exposure.

• Increased sales and profits for year (2010) and controlled inventory shrink. Ranked in top percentage for the Houston/San Antonio/Austin division for sales and profits. Dillard’s Department Stores St Louis, Mo October 1987- November 1994 Divisional Buyer for Midwest Division

• Responsible for purchasing accessories and costume jewelry for 25 stores in Midwest division for $4.1 million departments.

• Responsible for sales and stock planning, merchandise assortments, stock levels on replenishments, fashion deliveries, flow, plan a grams, and merchandise directives.

• Developed private label merchandise with jewelry factories for exclusivity and profitability.

• Senior corporate buyer responsible for identifying new potential vendors and opportunities. Dillard’s Department Stores Lubbock, Texas November 1984 - October 1987 Buyer Sales Manager

• Responsible for managing sales and associates in Ladies Accessories, Cosmetics, Children’s and Lingerie Departments

• Responsibilities included buying for the Lubbock store in a new Buyer Sales Manager pilot program for Dillard’s Ft Worth Division.

EDUCATION

Texas Tech University Lubbock, Texas September 1980 - May 1984 B.S. Consumer Finance

REFERENCES

References available upon request.

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