Sales Customer Care

MELISSA MARIE TANSARICO

PHONE 413-***-**** E-MAIL **********@*****.***

SUMMARY

Hands on, results driven leader with over 20 years experience in CPG D2C & B2B sales, general management, operations, growth, development and strategy. Much of this time was spent building, shaping and managing business divisions for international brands in the fashion industry. Successful track record of real estate site selection, nationwide store openings, multi-unit management, corporate communications, customer service and relationship management, team and talent development, and increasing sales and productivity while reducing expenses and turnaround time.

EXPERIENCE

Tous USA National Area Manager Oct 2016 – Mar 2020

• Lead Retail division for the US subsidiary of Spanish fine jewelry & accessories brand - 10 DOS, 4 Franchise

• Oversee real estate, planning, budgeting, staffing, training and education, merchandising, marketing, visual merchandising, customer care experience, and daily operations across a portfolio of boutiques

• Full ownership of channel financials - forecast budgets & regularly re-calibrate best estimate actuals for sales volume and variable expenses, P&L management and accountability

• Drive results through top line sales, KPIs, talent development, quality of customer experience, and profitability

(EBIT management)

• Optimize payroll by projecting & managing labor hours by month by store, specifically hourly FTEs

• Ensure compliance with company policies, procedures, & quality standards from all stores

• Manage product mix, lead merchandise selection process, & work with allocation teams to ensure proper stock levels

• Work with product design teams - communicate market needs, improve merchandise mix/distribution, and develop new skus to fill demand

• Global team member in developing online & in-person training material for: Corporate Culture, Customer Care Ritual, and KPIs

Enzo Custom Clothing Director of Operations Jul 2015 – Jul 2016

• Lead operations for direct and wholesale operations

• Identify business operations opportunities and project manage the initiatives implementation

• Manage and develop showroom and office teams

• Primary point of communication between corporate office and wholesale accounts, and showroom personnel

• Manage showroom openings, renovations and closings Alpargatas USA/Havaianas Manager of Retail Jun 2012 - Jun 2015

• Responsible for the development, expansion and management of all domestic Havaianas retail stores

• Built store count from 1 to 9 permanent locations, plus 5 seasonal pop-up shops

• Fully accountable for all aspects of Retail performance

• Developed financial plans, capital expenditure, and manage Retail P&L and KPIs

• Created staffing matrix & managed schedules to provide correct store coverage based on operating hours, considering peak times and SPH analysis

• Lead collaboratively across functions (Supply Chain, Marketing, HR, IT and Business Operations teams)

• Recruit, hire, train and develop all direct reports within the field and corporate office – 15 direct reports, 65+ indirect reports

• Regular domestic and occasional international travel Frette North America Operations Manager Nov 2010 - Jun 2012

• Responsible for Operations across all divisions and distribution channels, with a strong focus on Retail and ECommerce

• Champion initiatives to improve operational efficiencies

• Manage physical inventory cycle counts to help maintain and ensure inventory accuracy

• Implement monthly inventory spot checks for specific product categories to identify, research, and correct discrepancies

• Organize, and lead weekly managers’ meetings to discuss cross-departmental initiatives, and create a standing platform to share information

• Train retail store managers on policies and procedures, and on POS software to ensure their proficiency and compliance with company standards

• Create Retail customer experience standards to establish and uphold core service values

• Regularly communicate with and visit the retail stores and warehouse

• Manage all retail store location openings, closings, renovations, and relocations Freelance Sales Consultant Apr 2009 - Nov 2010

• Manage National Key Account business for several brands

• Develop and provide ongoing sales, service and operations support for clients

• Attend trade shows and travel within the United States as necessary Geox North America, Inc. Retail Operations Manager Oct 2003 - Mar 2009

• Establish and define Retail Operations Department and determine, plan/develop, prioritize, and manage business needs, strategies and practices for national direct owned retail stores

• Identify, establish and lead operations policy and procedure development

• Ongoing development, implementation and management of projects/initiatives to: ensure stores are compliant with global standards and timelines; train District and Store Management teams; and monitor and drive sales and service efforts at store level

• Responsible for operationally based initiatives including: domestic website, visual merchandising, LP, inventory analysis/control, health and safety compliance and project management

• Coordinate all national marketing efforts and determine style selections for advertising campaigns, direct mail initiatives, corporate website, and store visual materials

• Direct and facilitate 20 store openings to grow store count from 12 to 34 locations

• Author and publish monthly newsletter to provide a consistent resource and communication vehicle

• Manage non-merchandise supply chain - on hand warehouse inventory, sourcing, forecast production, regulate distribution, and perform other tasks as necessary to support business needs Wholesale Territory Manager

• Steady sales increases of 30% or more per season within assigned territory

• Key account growth in excess of 150%

• Attended trade shows and traveled to stores to conduct training sessions and present collections

• New business development while growing YOY with existing clients

• High quality of professionalism and customer service

• Facilitated product sales and managed inventory for key accounts to maximize retail sales results

• Trained retailers on product, brand technology, corporate visual guidelines, and selling techniques EDUCATION

Hampshire College Bachelor of Arts Sep 1998 - May 2002

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