Customer Service Manager
Resume:
CHERETTE M. DOWNEY
********@*******.***
OBJECTIVE
To gain a position in store operations where I can leverage my education, training and experience to improve performance and increase market share and revenue. EXPERIENCE
Store Manager
Home Run Market 2019 – Current
Responsible for all facets of the organization including staffing, hiring, performance management, training, cash handling, inventory, scheduling, resets and dealing with vendors. Bar Manager 2018 - 2021
BPOE
Responsible for all facets of the organization including staffing, hiring, performance management, training, cash handling, menu planning, creating money making activities, organizing events and fundraising. Retaining and growing membership.
Operations Manager 2013 - 2018
Michaels Arts and Crafts
Possess an enthusiastic and passionate personality about creativity, customers and sales. Responsible for all office functions including recording, processing, verifying and maintaining records of financial transactions for the store as well as performing and/or supervising the receiving and price change functions. Manager On Duty
(MOD) coverage for days and weekends and carries a perimeter and POS management key. Primary focus is on driving the overall operational excellence of the store and MOD activities. Shipping/Receiving/Mailroom Manager 2011 - 2012
Institute of Internal Auditors
Direct and oversee the operations of mailroom, reproduction services, facilities and purchasing activities. Responsibilities include ensuring that processes, procedures and staff are providing superior customer service in the execution of mail center functions-- shipping and receiving, printing, copier servicing and facilities maintenance. Demonstrate high customer service focus in the performance of daily activities with superior attention to detail to provide exceptional quality results in all mailroom services. District Commercial Center Manager and Department Manager 2006 - 2011 OfficeMax
For district level, responsible for all aspects of commercial printing -- customer service, cash handling, problem solving, production management, scheduling, training, building rapport and driving sales. Raised customer service scores from 6.5 to 9.5. Exceeded net profit and sales plan in 2007 and 2009, the only store in the district to do so. For store level, responsible for P/L, payroll, improving inventory control as well as equipment maintenance procedures and training. I instituted a proactive sales culture emphasizing relentless customer service, knowledgeable team members and a commitment to our communities. Scan Coordinator and Trainer 2005 - 2006
Albertsons
Implemented all aspects of pricing -- inventory, ordering, scheduling, security, resets, stocking and merchandising. Developed and implemented procedures to improve pricing accuracy -- store district standings moved from bottom quartile to top. Selected to train employees throughout Central Florida on new scanning software and procedures.
Assistant Manager, Retail Operation 2003 – 2005
FedEx Kinko’s
Customer service, cash handling, problem solving, training, production management, scheduling and inventory. Decreased training time for new employees by 50%. Reduced production rejections by 25%. Improved inventory control as well as equipment maintenance procedures and training, resulting in zero production stoppages. Developed and implemented (1) marketing and bidding strategies that generated 20% revenue increase; (2) business contact strategy that increased our commercial customer base by 50%; and (3) customer follow-up program that turned disgruntled customers into repeat, satisfied customers. Revamped employee training (initial and refresher) resulting in improved quality and customer satisfaction, and developed a cross- training program that improved employee satisfaction and utility. Convention Sales Account Manager 2002 – 2003
Pitney Bowes
Created marketing and pursuit strategies for business support to conventions at four major resorts in the Orlando area, more than doubling convention-related revenue. Enhanced customer awareness of equipment rental program, increasing revenues by more than 300%. Developed and implemented a customer feedback and follow-up program that increased repeat business, supporting increased revenue. Assistant Manager 1999 – 2002
Kinko’s
Responsibilities included customer service, cash handling, problem solving, training and production management, scheduling, inventory, and marketing. Organized the opening of a new branch in the absence of the branch manager.
Assistant Liquor Department Manager 1993 - 1999
Albertsons
Responsibilities included store-wide pricing aspects-- inventory, ordering, scheduling, security, resets, stocking, and merchandising. Trained new employees for several departments in stores throughout Central Florida. EDUCATION
DeVry University Orlando, FL 2002 - 2004
Master’s of Business Administration
University of Florida Gainesville, FL 1990 - 1992
Bachelor’s of Business Administration
University of Maryland Augsburg, Germany 1987 - 1988 Associate of Business Administration
RELATED SKILLS
Strong organizational and interpersonal skills.
Proficient in Microsoft Office applications.
Highly developed written and oral communication skills. Effectively handles multiple tasks simultaneously. Self-starter, team player and builder.
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