Customer Service Store Manager

Marcia Beres

**** *******

Taylor Michigan *****

*********@*****.***

Cell: 517-***-****

Dedicated customer service/sales manager with 10+ years of experience in “big box” retail and fashion forward settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Retail Operations Management

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement

Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

Professional Experience

BON TON/ YOUNKERS — Lansing, MI

08/03 to Present

Hired in as manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:

Instrumental role in driving high sales increases; propelling store to improve ranking by maintaining $6 million dollars’ worth of volume merchandise over the following departments: cosmetics, Ready to wear and shoes.

Reduced staff turnover, benchmarking an improvement in staff retention due to the success of employee-development and morale-building programs.

Elevated store’s guest-satisfaction index by 40% within two years of the Customer First Initiative; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Served on special taskforce charged with turning around under-performance in store. Trained CSRs and managers within store, and contributed to significant improvements in guest satisfaction and sales.

Exemplified the second-to-none customer service delivery in all interactions with customers, by day to day communications as Manager on Duty.

MC Sports — Lansing, MI

7/98 to 8/03

Store Manager, 7/98 to 8/03

Hired in as Store Manager to oversee a $2 million dollar volume store. Directed 50+ employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in customer service and created a positive service shopping experience for the customer. Selected Contributions:

Maintained operations and continued with continued profits, to achieve over the $2 million mark in profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of two new local sports stores.

Recruited, hired, trained and developed service associates that enhanced employee performance and helped build a motivated workforce.

Education and Training

Concentration in Accounting

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.

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