Manager Store
Resume:
Azza Moussa
Kissimmee, FL-34746
adiogw@r.postjobfree.com
LinkedIn: http://lnkd.in/dn_ndfw
Summary:
Award-winning, results-oriented leader with demonstrated success in driving highly successful customer support, process improvement and quality initiatives to increase revenue, profitability and competitive advantage. Consistently achieving record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams.
Experience
Operations Manager
Kanes Furniture October 2014- Present
Oversee compliance of sales associates, as well as assistant store manager with established
company policies plus standards, like safekeeping of company funds, property, security, sales,
and record -keeping procedures overall maintenance of the store
Deliver excellent customer service demonstrates a high degree of professionalism, and Help solve
problems that affect stores service efficiency productivity
Review operational reports as well as records to make sure adherence to company policies
procedures, and monitor store profitability
Customer care manager/Director of Customer service
Raymour & Flanigan Furniture Company March 2012 – October 2014
2014 Best National Finance Balance Award Winner
Leading and developing customer support team to enhance customer service by ensuring efficiency and initiating changes to improve the business.
Creating and fostering a positive culture by coaching, developing and motivating employees by delivering on-going customer support training, and proactively seeking out ways to increase productivity and revenue performance to achieve both individual and company objectives.
Working cross functionally and maintaining solid relationships with service and delivery center teams to ensure teamwork and cross learning is at full potential.
Implemented customer satisfaction metrics and drove results into the organization for continuous improvement.
Corporate Customer Service Manager
Store Manager
Ashley Furniture Company June 2004 – March 2012
Built and developed customer service team by resolving all customers escalated issues diplomatically, thus working in unison and cross functioning with appropriate inter departments.
Implemented a strategic plan for all customer service representatives by monitoring and reviewing team calls, note strengths, and opportunities. Conduct ongoing analysis ensure targets customer growth, retention, and satisfaction are attained.
Acted as liaison between customers and inter department's director to ensure overall customers satisfaction.
JP Morgan Chase
International Relationship Manager February 2004- June 2004
Performing intermediate duties and support related to branch operational activities and financial service. Process all new account and financial service
Cross selling the bank products and services
Opening, maintaining, and closing all account types. Performing branch clerical duties, performing business for the bank by maintaining good customer relations and referring customers to appropriate staff for new services
Manage and develop relationships with new and existing affluent client through professional consultative analysis active sourcing and prospecting of affluent client.
Ensure superior client service thereby contributing to the overall client experience of primer banking requirements and meet with client face to face and over the phone.
Integrated Financial Services
Executive Sales Director January 2002- February 2004
Responsible for the successful management of the needs of the Company's customers in order to meet the objectives of the company's overall business plans and strategies
Managing all of the field and in house medical sales functions, the monthly and annual sales objectives for all of the sales personnel, and responsible for field sales, inside sale, telemarketing, and all customer support functions of the business.
Developing and implementing goals, objectives, policies, procedures, work standards, and training staff in their use.
Deutsche Bank
Trust Administrator Officer-401(k)-Retirement Plan February 1999- December 2001 Performed fiduciary asset management and trustee functions for Fortune 500 - retirement savings plans with combined assets in excess of five billion dollars, process daily spread sheets and send it to proof department Audited and render monthly, quarterly, ERISA 5500 security proof, and annual asset statements to meet client expectations
Collaborate with record keepers, mutual funds, investment managers, and clients to ensure accurate posting of participant activity, apply overall knowledge of trusts, and trust administration to provide effective recommendations and responses to client inquiry and send it to proof department
Produced monthly, quarterly, as well as annual statements for clients Reallocated assets to distribution accounts to facilitate liquidations
Clarified cash positions, accruals and market values on monthly basis
Provided operation support for plans with loans, external fund bases, rollovers, distribution contributions, and record keeping aspects Reconciled 401 (k) retirement plans
Morgan Stanley
Financial Technician Supervisor-ACH - New York, NY December, 1988 - February, 1999
Supervised processing of direct deposit applications for Individual Retirement Accounts and direct all transaction activities
Researched and responded to clients inquiries to establish and maintain their satisfactions
Initiated on line reversals and stop payments supervised wiring of funds to Treasury Department
Reconciled several house accounts and state tax account Assisted with implementation of electronic funds transfer service
Education:
Alexandria University- Social Service
Bachelors of Arts - Social Service
Hudson’s County Community Schools
Computer program Word processing
Skills:
Detailed oriented, Multi tasked, strong customer orientation, bilingual, Accounting experience, Microsoft Office, Word, Excel, Quick Books Pro, Outlook, POS, Profit System, work well under pressure, multi-tasking in a fast-paced professional environment to meet dead lines
Reference: Furnished upon request
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