Customer Service Store Manager

Stephanie Lord

Address: *** ********* *** ******, ** 46526 / Phone: 574-***-**** / Email: *****************@*****.***

I am looking for a leadership oriented position with a new company with opportunity to grow and develop within.

Work History

April 2011-Present

Lowe’s Home Improvement/Goshen, IN

Operations Assistant Store Manager

Manages monthly, quarterly, and yearly operational expenses and ensures budgets are met. Identifies opportunities and corrects to avoid overspending

Manages 130+ associates

Manages customer service levels across all facets of the business at the store level

Manages online ordering program, achieving pick times within 30 minutes

Customer and associate de-escalation training

Manages customer care incidents to find resolutions to customer concerns and complaints in a timely manner

Ensures excellent customer service across all channels of the business including in-store and online customer experiences

Payroll management and processing, scheduling and identifying business needs while staying within payroll budgets. Being proactive in payroll control

Interviews candidates and makes hiring decisions

Promotes growth and development of internal associates to increase their skill sets and move to higher positions if desired

Manages freight flow program including good faith receiving and LTL based shipments

Manages delivery process to ensure product accuracy and appointment times met within store controls

Manages inventory accuracy including finding and correcting discrepancies, investigating shrink (operational, internal, external) and resolving issues

Identifies and correcting inventory issues and manages physical inventories

Merchandising experience including reading planograms, resetting shelving and product, and setting signage

Experience with add on sales, including credit, protection plans, and installation options

April 2010-April 2011

Sam’s Club/Goshen, IN

Customer Service Associate

Promoting and selling club memberships

Promoting club benefits and credit card options

Processing sales and refunds

Participated in physical inventory

Drove customer service levels

Education

Elkhart Central High School

Class of 2007

Skills

15+ years retail customer service experience

7+ years leadership experience

Solution based leader

Asset protection experience

Conflict resolution and de-escalation

Fluent in Office programs

Ability to learn multiple POS systems

Organizational skills

Delegation of tasks and follow up

Cash handling and cash office processes including daily business reporting

Customer relations

Payroll processing

Inventory management

Interpersonal communication

Contact this candidate