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Customer Service Store Manager

Beaumont, TX
March 12, 2020

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BEAUMONT, Texas ***** C: 409-***-****


Focused Managing Director promoting more than 20 years' expertise successfully working for organizations in retail management market. Courteous and cordial with desire to take on challenges at new company.


Talent development

Client relations and retention

Conflict resolution techniques

Expertise in sales

Account management


Budgeting and finance

Quality assurance controls


Store Manager 06/2005 to Current

David's Bridal Inc. Friendswood, TX

Supported management team by managing daily store functions.

Updated store pricing, signage and merchandising based on current promotions.

Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.

Minimized financial discrepancies by accurately controlling monthly operations budget.

Oversaw inventory management with cycle counts, audits and shrinkage control.

Met budget targets by controlling expenses and eliminating wasteful behaviors.

Delivered excellent customer service by greeting and assisting each customer.

Interviewed, hired, supervised and trained employees and instituted mentoring program to develop skills, leadership and employee excellence.

Hired, trained and managed team of associates, including evaluating performance and enforcing disciplinary actions.

Implemented succession planning by training and developing associates into leadership positions.

Supported management in exceeding customer service and quality standards.

Managed store appearance, including merchandising and displays, signage, decorations and cleaning.

Completed series of training sessions to advance from Assistant Manager to Store Manager.

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

Assessed, optimized and elevated operations to target current and expected demands.

Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.

Coached and mentored associates to achieve employee promotions.

Implemented succession planning by training and developing several associates into leadership positions.

Worked closely with district manager to formulate and build store brand and strategy.

Enforced adherence to policies, standards and security protocols.

Fostered healthy team environments to promote collaboration and boost productivity.

Strengthened work flow productivity by hiring, managing and developing top talent.

Coached and empowered employees by creating and sharing motivational vision plans.

Provided excellent customer service and adhered to all standard practices, maximizing sales and minimizing shrinkage.

Oversaw inventory management to minimize waste.

Collaborated with district manager to recruit and develop personnel and cultivate top performance.

Assistant Store Manager 02/2002 to 06/2005

Burlington Coat Factory Houston, TX

Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.

Assisted customers, answered questions and resolved problems for stellar customer service.

Recruited, interviewed and hired qualified employees to provide top-quality service.

Trained staff on daily duties, supervised and provided feedback, resulting in improved performance and customer satisfaction.

Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.

Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.

Scheduled staff to assign employee shifts to meet departmental and business needs.

Established departmental performance goals, set timeline targets for sales team and trained new employees.

Generated daily operational and sales reports for corrective action or continuous improvement.

Supervised performance of 100+ workers, with goals of improving productivity, efficiency and cost savings.

Promoted profitability of business by tracking performance indicators and driving corrective action.

Facilitated HR operations, which included strategic workforce planning, performance management, staffing and administration of benefits.

Supervised and led six department managers while overseeing performance and productivity of 94 employees.

Streamlined operational efficiencies by coordinating staff development and succession planning.

Oversaw staff by training, mentoring department managers to lead successful departments .

Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.

Customer Service Manager 03/2000 to 01/2002

Avis Budget Group Inc. Houston, TX

Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.

Organized and managed sales center hiring, training and employee scheduling to maximize productivity.

Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.

Created training manuals targeted at resolving simple and difficult customer issues.

Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.

Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.

Supervised and coached six department managers managers and 100+ sales representatives while developing training strategies to boost profitability.

Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Worked with District Manager to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.

Managed day-to-day operations, including supervision and assignment delegation for two airport locations and six off airport locations.

Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

Helped customers work within established systems to achieve desired results and maintain company loyalty.

Resolved several inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.

Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.

Education and Training

Bachelor of Arts: Financial Services Marketing Operations 05/1996

Dillard University New Orleans, LA

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