B

Thomas

Black Jr

714-***-****

ad3ekd@r.postjobfree.com

Buena Park, CA 90620

SUMMARY

Dedicated Customer Service Specialist with extensive experience in Front of the House and Support areas. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with passion for building relationships, cultivating partnerships and growing business.

SKILLS

CRM Software

Marketing Tools

Telephone Etiquette

Email Etiquette

Customer Relations

Customer Complaint Resolution

Interdepartmental Communication

Account Management

Payment Processing

Quality Assurance

Inventory Control

EXPERIENCE

Customer Service Lead

Buena Park

Buena Park Luxury Imports Inc. dba BMW of Buena Park/ Jan 2012 to Dec 2023 Updated Customers service records, customer details, preferences and billing information.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Maintained accurate records of customer interactions and transactions. Handled cash and credit card payments and returned receipts, change and payment cards to customers.

Fielded customer complaints and queries, fast-tracking for problem resolution. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Improved product knowledge on continuous basis to provide optimal service and achieve goals.

Educated customers on special pricing opportunities and company offerings. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Partner and Corporate President

Irvine, CA

TAB FINANCIAL MANAGEMENT, Inc./ Mar 2001 to Sep 2009

* Development – responsibilities include negotiation of office lease space with The Irvine Company and Optima Asset Management. maintained core of the organization established relationships, negotiated fee and commission arrangements with various Lending Institutions, Title and Escrow companies, on behalf of our Mortgage Consulting Division

* Finance – reviewed P&L statements monthly and quarterly to trend expense and profit margins. Strategically planned goals to increase performance and sales. Loan Consultant 5 years of servicing loan clients and providing detailed Credit Report Analysis and counseling on personal financials to bring DTI, “Debt to Income” ratios in line with loan programs offered by various lenders

* Operations – Oversee all operational matters for the company. Including information technology, operations policies and procedures, maintenance of accounts and client relationships.

* Leadership – communicated openly with all team members. Organized company meetings for motivational talks. Helped develop and strengthen team. Delivered speeches and attended industry conferences to promote company image and networking within industry to attain partnerships. Store Manager

Costa Mesa

Nordstrom's Rack/ Sep 1996 to Oct 2000

Earned a corporate achievement award for developing and leading a successful team of department managers, and associates that became the first Nordstrom Rack Store to achieve over $30 million in annual sales.

Exceeded targeted store net income by $1.7 million. Increased total sales in excess of $32 million the following year. Increased the level of customer service by developing a Sales Associate recognition program through which the Store was awarded 14 Customer Service All Star awards, the most awarded to a Rack Division Store.

Assisted in the development of a multi-region partnership with “Full Line” Nordstrom Stores to implement a designer apparel promotion resulting in total campaign sales of over $3 million.

Developed a shrinkage control plan that reduced shrinkage by 2%, resulting in an annual savings of $600,000 in Net Profit.

Increased sales growth by adding upper-end Shoe Manufactures, to our Men's & Women's shoe department, resulting in a 12% increase in volume and $9 million in annual Shoe sales.

Developed a customer follow-up marketing strategy to increase direct mail volume by 35%.

Trained and developed eight department managers and 44 sales associates for successful promotion to positions of increased responsibility in the Nordstrom “Full Line” Stores.

Store Manager

Montclair

Nordstrom/ Jul 1993 to Sep 1996

Responsible for 34 million annual sales volume.

Organized a committee of top sales volume department managers to participate in planning and executing a series of Anniversary Sale Promotions. This led to the achievement of a new sales record for the store, $1 million in Sales Volume on the first day of our Anniversary Sale.

Implemented a Personal Shopping program targeting six “major employers” in area, resulting in double-digit increases in Women's Apparel; Women's “Gallery” (+15%), and Men's Furnishings (+11%) departments, fiscal year 1995. Developed weekend shuttle program, through a partnership with mall management and the Montclair Convention and Visitors Bureau, which ran every other hour, with shuttles from four of the major hotels in the area to Nordstrom Montclair Plaza. Implemented a Personal Shopping program targeting six "major employers" in the area, resulting in double-digit increases in Women's Apparel; Women's "Gallery"

(+15%), and Men's Furnishings (+11%) departments, fiscal year 1995. Manager

Chino

Nordstrom Rack/ Jul 1991 to Jun 1993

Responsible for 14 million in annual sales volume. Added over $800,000 in "As Is" sales volume; achieved store record $15,000,000 in volume

Achieved record inventory shrinkage control 0.28%, increasing stores profit margin by

$400,000 in net profit dollars

Promoted six department managers to management jobs of more responsibility in Nordstrom full-line stores, along with 25 associates into Nordstrom full-line positions. Human Resources Regional Diversity Affairs

Santa Ana, CA

Nordstrom Southern California Div./ Aug 1989 to Jul 1991 Accomplished a 20% increase in diversity hiring for the Nordstrom Southern California region, year ending December 31, 1989.

Developed an interviewing and diversity training module to enhance interviewing and personnel selection skills of Nordstrom Southern California Region Department Managers

Developed and implemented Southern California's first "Sensitivity Awareness" workshops and seminars which were held in each Southern California Nordstrom store location, including Nordstrom Rack stores.

Advised management on legal compliance related to employee relations matters such as ADA, EEO.

Addressed harassment allegations, work complaints or other employee concerns. Researched and analyzed recruitment data to provide detailed statistical reports. Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.

EDUCATION AND TRAINING

California Real Estate Principals And Practices

Achievers Real Estate School Aug 2003

Bellflower, CA

Some College (No Degree): Business Administration

El Camino College

Gardena, CA

Bachelor of Arts: Architectural and Building Technology University of Idaho

Moscow, ID

Did Not Finish No Degree Obtained

EDUCATION SKILLS

Achievers Real Estate School – Real Estate Principles Bellflower, CA El Camino College – General Education Coursework Gardena, CA University of Idaho – Architectural Design Courses Moscow, ID Nordstrom Inc. – Management Training & Development Courses Skilled in Microsoft Office Programs – Intermediate Skill Levels

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