Customer Service Store Manager

CIRA ROBLES-ROSSI

704-***-**** ************@*****.*** 2446 Bloomdale St., Duarte CA 91010

PROFESSIONAL SUMMARY

Dedicated Retail Manager with 30+ years of experience combining management and customer service. I am seeking a rewarding management position where I can utilize my years of experience as retail sales manager to contribute management, leadership, and interpersonal skills to the benefit of the company. SUMMARY QUALIFICATIONS

• Senior Manager Retail Performance and Store Operations, Neiman Marcus, Newport Beach, California, 2017-2020

• Store Manager: Belk Department Store, Columbia, South Carolina, 2006-2017

• Assistant Store Manager: Belk Department Store, Charlotte, North Carolina, 2003-2006

• District Manager: Discovery Channel. Berkeley, California, 1998-2003

• District Manager, Sunglass Hut, Los Angeles, California, 1996-1998

• Store Manager, Macy’s West, Arcadia, California, 1995-1996

• Store Manager, Broadway, Inc., Century City, California, 1994-1995

• Store Manager, Broadway, Inc., Downey, California, 1992-1994

• Store Manager, Broadway Stores, Long Beach, California, 1991-1992 SKILLS

• Business Management - understand strategies, decision-making, and vital business functions

• Leadership and People Management - attract, motivate, coach, and develop team

• Communication - skilled communicator, written and spoken, across all levels of organization; experienced at presentations to senior management and to project teams

• Financial Management - budget, forecast, review finances and manage business metrics

• Service Oriented - customer always comes first

• Additional Languages - Spanish

ESSENTIAL FUNCTIONS

Store Management 1991 - Present

• Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints

• Complete store operational requirements by scheduling and assigning employees; following up on work results

• Maintain store staff by recruiting, selecting, orienting, and training employees

• Maintain store staff job results by coaching, counseling, and disciplining employees, planning, and monitoring results

• Prepare annual budget; schedule expenditures; analyze variances; initiate corrective actions

• Identify current and future customer requirements by establishing rapport with potential and actual customers to better understand service requirements

• Ensure availability of merchandise inventories

• Market merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statement for profitability ratios

• Secure merchandise by implementing security systems and measures

• Protect employees and customers by providing a safe and clean store environment

• Determine strategy changes by reviewing operating and financial statements and departmental sales records

• Maintain operations by initiating, coordinating, and enforcing program, operational and personnel policies and procedures

• Contribute to team effort by accomplishing related results as needed

• Provide training to improve the knowledge base of the staff and utilize cross-training methods to maintain productivity

• Manage all controllable costs to keep operations profitable

• Manage stock levels and make key decisions about stock control

• Analyze sales figures and forecast future sales

• Analyze and interpret trends to facilitate planning

• Deal with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organizing training and development

• Ensure standards for quality, customer service and health and safety are met

• Respond to customer complaints and comments

• Organize special promotions, displays and events

• Update staff on business performance, new initiatives, and other pertinent issues

• Tour the sales floor regularly, to identify and resolve urgent issues

• Maintain awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing

EDUCATION

Pasadena City College, Business 1979

Bishop Amat Memorial High School, La Puente, California 1978

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