Customer Service Assistant Manager
Resume:
Jennifer Zello
Geneva, NY *****
*************@*****.***
Dynamic results driven leader with over 15 years in the retail and service industry. Have successfully led teams as large as 35 while generating as much as 7.5 million in annual sales. Dedicated to developing and retaining top-talent catered to delivering a high level customer experience. Authorized to work in the US for any employer
Work Experience
Operations Manager
Maid 4 Time Cleaning - Rochester, NY
June 2021 to Present
• Create weekly schedule and update accordingly utilizing SAP and MC software
• Perform daily and weekly invoicing, contact clients behind on payments, update credit card and billing information via Quickbooks.
• Perform daily data entry and administrative duties
• Ensure daily and weekly time clocks are accurate and up to date.
• Execute closing out weekly payroll and administer employee pay weekly utilizing Surepay software.
• Contact first time clients to ensure there prepared for there first visit . Review expectations of there first clean and walk them through the customer portal.
• Review daily scorecards submitted through MC and utilize as a coaching and reviewing tool for employees. Contact customers whose scorecard has dropped, to ensure standards are hit going forward.
• Recruit, hire and set up training schedule for all new hires. Developed a two week training overview currently used, as well as personal appearance and standards policy and interview and screening guide. General Manager
Michael Kors - Waterloo, NY
April 2017 to May 2021
• Ensured the daily responsibilities were met on a new store build.
• Created a sales team focused on engaging and personalizing the selling experience to generate repeat customers.
• Recruited, hired and trained a new store staff. Which Included 3 members of management and a 15 member sales and stock team.
• Projected monthly sales figures based off traffic trends, current business metrics and LY metrics.
• Hosted private shopping events by partnering with local hotels, wineries and local small businesses.
• Set daily, weekly and monthly sales goals for sales team based off skill set and scheduling.
• Forecasted sales hours and scheduling needs based off of forecast and sales trends
• Met bi-weekly for performance touch bases and coaching conversations
• Conducted physical inventories twice a year.
Store Manager
American Eagle Outfitters
August 2013 to April 2017
• Drove Continuous growth 3 consecutive years in ADS, UPT, Conv as well as leverage. In conjunction with running above district and region average in all business metrics.
• Have led the company 3 yrs as a top 10 store in new credit card account acquisitions as well as reward acquistions
• Named Loyalty champion within the district and region. Have partnered with Synchrony Financial Reps with goal roll outs, contests and updated training materials.
• Have built a dynamic and passionate leadership, selling and stock team with a history of low turnover and great success.
• Set high expectations around customer engagement and created a strong selling culture through continuous and consistent coaching and brand knowledge.
• Recruited and developed a bench strength of talent with a high internal promote rate. Co-Manager
Talbots Pittsford NY - Pittsford, NY
June 2012 to August 2013
• Co-Managed a multi-million dollar store which is currently ranked within the top 60 for the company.
• Recruited, retained and developed relevant talent for our location as well as surrounding locations.
• Prepared weekly schedules, managed payroll hrs allotted on a monthly basis based of traffic and business trends.
• Conducted monthly LP and Inventory audits ensuring shrink is at a minimum.
• Set high expectations on a high energy selling environment held accountable to sales goals, dpt and ads goals as well as opening new credit card accounts.
• Created clientele log, cold called customers with relevant product updates, scheduled and pulled looks for personal shopping experience.
• Hosted exclusive events after hours for VIP customers, partnered with local businesses to make for a more dynamic party like atmosphere.
Store Manager
Pacific Sunwear Waterloo NY - Waterloo, NY
April 2011 to June 2012
• Recruiting, retaining and developing talent that foster the same beliefs as myself and are centered around a selling environment.
• Meeting and exceeding monthly Sales goals.
• Merchandising moves and quick reaction to sell through and flex decisions.
• Preparing weekly schedules adhering to a payroll matrix developed around sales making proper adjustments around business trends.
Assistant Manager
Coach - Waterloo, NY
August 2007 to June 2012
Assistant Manager
• Prepare daily zone sheets, assign individual sales goals as well as daily projects.
• Cash management, balancing drawers, daily deposits as well as weekly change requests.
• Personally responsible for networking and recruiting on-boarding paperwork and training.
• Lp audits as well as inventory audits to ensure shrink control Assistant Manager
Calvin Klein - Waterloo, NY
September 2002 to August 2006
• Responsible for meeting as well as ensuring all team members are meeting sales goals ads and upt goals.
• Day to day operations such as deposits, shipment, talent development and visual moves.
• Lp and inventory management on a monthly basis to monitor shrink control. Education
Some college in Business Management/Accounting
Alfred State College - Alfred, NY
High school diploma
Waterloo High School
Skills
• Cash Handling (10+ years)
• Customer Service (10+ years)
• Merchandising (10+ years)
• Payroll (10+ years)
• Project Scheduling (10+ years)
• Retail Management (10+ years)
• Sales (10+ years)
• Schedule Management (10+ years)
• Retail (10+ years)
• Management (10+ years)
• Marketing (5 years)
• Inventory (10+ years)
• Training (10+ years)
• Operations Management (10+ years)
• Microsoft Excel (2 years)
• Profit & Loss (3 years)
• Recruiting (10+ years)
• Business Management (10+ years)
• Store Management Experience (10+ years)
• Sales Management (10+ years)
• Human Resources (10+ years)
• Forecasting (10+ years)
• Inventory Control (10+ years)
• English (10+ years)
• Training & development (10+ years)
• Strategic Planning
• Budgeting
Assessments
Sales Skills — Highly Proficient
August 2020
Influencing and negotiating with customers
Full results: Highly Proficient
Supervisory Skills: Motivating & Assessing Employees — Highly Proficient October 2020
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Highly Proficient
Management & Leadership Skills: Impact & Influence — Expert October 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Expert
Retail customer service — Highly Proficient
August 2021
Comprehending and responding to retail customer needs Full results: Highly Proficient
Cleaner fit — Expert
August 2021
Measures the traits that are important for successful cleaners Full results: Expert
Work motivation — Expert
August 2021
Level of motivation and discipline applied toward work Full results: Expert
Cashier skills — Expert
September 2021
Counting cash, processing transactions, following written procedures, and attending to details Full results: Expert
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