Store Manager Call Center

ANNA L. CHAN

** ******** *****

Carlisle, Massachusetts 01741

978-***-****

Professional Experience

Janie and Jack, Chestnut Hill, Massachusetts

Acting Store Manager January ’21 – Present

Assistant Store Manager April ’21 – Present

Support the store manager in daily operations

Responsibility of assisting the store in achieving its sale goal

Manage the daily activity of the sales floor, backroom, and front end

Facilitates an excellent customer shopping experience

Train and elevate the team’s product knowledge and selling skills

Implements visual and merchandising strategies to drive sales

Clarks Shoes, Burlington, Massachusetts August ’20 – January ‘21

Team Lead

Responsible for serving manager on duty for the store in all aspects

Organizes the store merchandise and back stock and ensures proper placement of product

Assists in training and coaching employees on all policies and procedures

Ensure all associates are aware of their current tasks and responsibilities

Hanna Andersson, Burlington, Massachusetts

Sales Lead October ’17 – March ’20

Making the daily tracker for the day’s goal

Managing the associates to be on cue for the customers

Setting up the new theme visually for the window display

Helping customers with any questions on the merchandise

Perform open and close procedures

Pegasus Satellite Television, Marlborough, Massachusetts

IVR Administrator April ’01 – October ‘01

Gathering, analyzing, and reporting on the IVR’s performance data

Daily administration and ongoing maintenance of the 4 IVR sites

Perform backups and provide accurate up to date documentation

Maintain contact with end-users to ensure their expectations are understood and met

AT&T Broadband, Chelmsford, Massachusetts

Systems Analysts July ’98 – March ‘01

Analyzing technology based on the Call Center requests and planning and developing future application strategies

Provide support, maintenance, and disaster recovery for current IVR systems

Develop and implement applications on the Intervoice-Brite platform

Create pilots and maintain the ACD based on business unit

Employee Communications Services, Natick, Massachusetts

Programmer July ’95 – July ‘98

Benefits and Compensation Administration Systems

-Design, install, and implement Interactive Voice Response (IVR) applications relative to client’s specifications using Edify’s Electronic Workforce

-Customize benefits enrollments systems

Technology Planning and Consulting

-Define presentation layer to the clients

-Provide end users support and technical assistance

Education

Northeastern University, Boston, Massachusetts September 1994

Bachelor of Science in Business Administration

Major: Management Information Systems

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