Customer Care Store Manager

DIDY KAGHENI

**** ******** ****** ****, ************, Maryland, 20879, Apt 5108

Phone: 240-***-**** Email: ***********@*******.*** ; ***********@*****.***

SUMMARY Bilingual (English, French) and self motivated professional with over 9 years experience in Retail, back office, Marketing projects, Corporate Finance, HR, and Operations providing thorough and skillful leadership and support for a smart decision making process.

SKILLS : Retail Sales, Customer care, HR, Operations Leadership, Systems Analysis, Problem solving

Work Experience

Support Lead, Kohls, Gaithersburg, MD

Assists the store manager with the overall operation of the retail store

Make bank deposits.

Opens and closes the store as necessary.

Assists in interviews, training and career development of retail associates.

Retail Sales Team Lead, Goodwill, Gaithersburg, MD,

October – today

Assists the store manager with the overall operation of the retail store

Make bank deposits.

Opens and closes the store as necessary.

Assists in interviews, training and career development of retail associates.

Operation lead, Kohls, Gaithersburg, MD

June 2018 – today

As a member of the Operations leadership team, responsibilities include driving result for truck unload, sign and price changes, fulfillment and BOPUS (avg 300 orders/ day).

Admin, Kohls, Gaithersburg, MD

October 2016 – June 2018

HR point of contact in charge of hiring, scheduling, payroll, career development (overall 150 employees)

Managing and sharing all internal communication

HR Service Center, British American Tobacco, Kinshasa / DR Congo, December 2014 - April 2016

Responsible of all payroll process (110 employees), HR budget (circa USD 3.6mn) and service center

Planning & Reporting Analyst, British American Tobacco, Kinshasa / DR Congo, March 2011 - November 2014

In charge of forecasting and financial reporting of the end market to Area Head Office and to the global headquarter

Customer Care Specialist, Bharti Airtel, Kinshasa / DR Congo, March 2009 - Jan 2010

In a very competitive sector, I participated to various customer care loyalty and promotion campaign (call center & walking)

Education

University of Maryland, Finance MBA, Spring 2019 candidate

Protestant University of Congo, Kinshasa / DR Congo, Oct 2009

Bachelor of Science in Mathematical Economy, GPA 3.16

Volunteership Montgomery County DHHS, Rockville, Maryland

Aug 2016 – Sept 2016 : Back office operator,

Accomplishments & Awards

Route to Market : Project Assistant Manager in charge of Financial Design

Best Microsoft Office super user of British American Tobacco EEMEA, 2010

Employee of the Month, Kohls, November 2016 and Dec 2019

Tools & Technology

SAP, Hyperion HFM (Oracle), PeopleSoft, Kronos, Workday, Microsoft Office (advanced excel), ServiceNow

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