Customer Service Resources Manager
Resume:
Jessica Melancon
Hickory, NC
*************@*******.***
Motivated Retail Vp with solid experience managing all levels of large scale projects, including budgeting and administration.
Willing to relocate: Anywhere
Work Experience
Human Resources Manager
Ingles Markets Inc - Black Mountain, NC
May 2009 to October 2016
Federal compliance
Labor standards
Hiring technical installations
Hiring training
Complied with all health and safety codes.
Established youth apprenticeship program with local high school. Recruited, hired and trained a staff of efficient, hardworking associates. Replenished and rotated food items, following correct food cooling and storage procedures. Filled out inventory and production sheets and informed head baker of stock levels. Cut, peeled and prepped seasonal fruit for pie fillings. Conducted employee evaluations, assessing strengths and reassigning accordingly. Led baking demonstrations and classes.
Operated bakery under budget for 6 consecutive years. 15. years experience with baking for gluten-free, vegan and alternative diets. Mixed, proofed, shaped and baked dough for baguettes, bagels and other breads. Iced and airbrushed cakes and other pastries for customized orders. Developed new products based on seasonal ingredients, holidays and dessert trends. Established merchandising, sales and profit objectives. Routinely cleaned and maintained kitchen equipment and oven. Managed inventory, labor, expenses and other operational processes. Garnered over four- and five-star Yelp reviews
Served bakery customers daily with professional and effective customer service. Packaged and labeled baked goods with accurate descriptions and ingredients. Carefully and attentively took customer orders by phone and in person. Set heat and humidity temperatures for proof box.
Effectively prepped, stored, rotated and stocked product. Opened and closed bakery.
Safely operated
Established and maintained positive vendor relationships. Determined quantity of product to prep for next day's operation by maintaining detailed production schedule.
Resolved customer concerns in a positive and constructive manner. Increased production of weekly, resulting in increase in sales Established new menu of vegan-friendly, whole grain pastry items. Senior Retail Buyer
Ingles Markets Inc - Black Mountain, NC
January 1998 to June 2009
Grocery & Deli Plus Ga
Retail Sales Merchandiser
Anticipated consumer buying patterns to create a purchase and inventory plan. Set and recommended mark-up rates, mark-down rates and selling prices for merchandise. Organized and tracked departmental receipt flow for new and reordered merchandise. Educated employees on new merchandise during seasonal workshops. Assembled promotional displays, including quarter and full-size point of purchase displays. Supplied daily support to the buyer and assistant buyer. Coordinated communication with merchandise operations and vendors for PO creation and maintenance. Planned and coordinated the availability of products for advertising and promotion purposes. Partnered with sales representatives and managers to coordinate delivery and merchandising schedule. Loaded and unloaded merchandise using a ladder and pallet jack. Answered customer questions regarding store merchandise, department information and pricing. Created visual marketing and styled window displays. Negotiated prices, discount terms and all transportation arrangements for merchandise. Interviewed and worked closely with vendors to acquire and develop desired products. Organized on-site trainings to educate management and sales staff on benefits and care of product lines. Tracked and recapped key item performance.
Removed damaged, out-of-code, not-in-set and discontinued items from displays. Organized store merchandise racks by size, style and color. Ran markdown reports, managed store replenishment and analyzed buying reports. Led merchandise selection, pricing, planning and marketing. Conferred with store managers to obtain information about customer needs and preferences. Monitored and analyzed sales records and consumer purchasing trends. Completed stock orders and managed inventory levels. Traveled to the market, visited vendors and assisted buyers with merchandise selection. Established strong vendor relationships to maintain and support the business. Rotated manufacturer products as needed.
Pinpointed incremental sales for sales representatives to pursue. BI-LO Seneca, SC
Store Team Lead
Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Designed displays to make the store experience interactive, engaging and reassuring. Asked open-ended questions to assess customer needs. Learned, referenced and applied product knowledge information. Folded and arranged garments in attractive displays. Communicated all store initiatives and promotions to customers to generate return business. Provided an elevated customer experience to generate a loyal clientèle. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
Contributed to annual store sales 100 million per year. Assisted customers with food selection, inquiries and order customization requests. Scored in top 10% of employees in successful resolution of issues Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Executed in-season pricing strategies, including promotions and markdowns to reach financial targets Maintained cleanliness and presentation of stock room and production floor. Organized store merchandise racks by size, style and color to promote visually appealing environment. Built long-term customer relationships and advised customers on purchases and promotions. Set up and explained new membership contracts.
Recommended alternative items if product was out of stock. Greeted customers entering the store to ascertain what each customer wanted or needed. Politely assisted customers in person and via telephone. Implemented marketing strategies which resulted in 75% growth of customer base. Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
Bagged, boxed or gift-wrapped sold merchandise per customer's request. Scheduled weekly inventory pickups and deliveries with vendors. Provided ongoing guest service, including giving fashion advice. Directed calls to appropriate individuals and departments. Monitored cash drawers in multiple checkout stations to ensure adequate cash supply. Routinely answered customer questions regarding merchandise and pricing. Created and maintained an organized database to develop promotional sales. Dedicated to continuously improving sales abilities and product knowledge. Achieved sales goals and service performance requirements of $100m through new customer sales. Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Participated in physical inventory counts every quarter Assisted in creating pre-season marketing plans to support department and divisional strategies. Replenished supplies, bags and other materials at each cash wrap. Described product to customers and accurately explained details and care of merchandise. Earned management trust by serving as key holder, responsibly opening and closing store. Developed reputation as an efficient service provider with high levels of accuracy. Served as the main liaison between customers, management and sales team. Processed daily invoices and billed renewed invoices to clients. Helped drive sales goals and achieve monthly quotas. Operated a POS system to itemize and complete an average of millions customer purchases. Produce Buyer
BI-LO - Seneca, SC
January 1998 to May 2009
Established new menu of vegan-friendly, whole grain pastry items. Determined quantity of product to prep for next day's operation by maintaining detailed production schedule.
Established and maintained positive vendor relationships. Opened and closed bakery.
Effectively prepped, stored, rotated and stocked product. Set heat and humidity temperatures for proof box.
Carefully and attentively took customer orders by phone and in person. Education
Some college
Skills
• Budgeting
• Risk management
• Finance
• Liaison
• Data management
• Process implementation
• ADP
• Benefits Administration
• Compensation
• Employee Relations
• HR
• Human Resources
• Recruiting
• recruitment
• Human Resources Management
• Workers' Compensation
• Purchasing
• Employee Orientation
• Performance Management
• Kronos
• Pricing
• Management
• Conflict Management
• Talent Acquisition
• Project Management
• Payroll
• ATS
• Diversity in workplace (10+ years)
• Women in leadership (10+ years)
Certifications and Licenses
Diversity in workplace
Additional Information
Skills
Budgeting and finance
Team liaison
Strong verbal communication
Powerful negotiator
Team leadership
Process implementation
Risk management processes and analysis
Staff development
Project management
Self-motivated
Conflict resolution
Extremely organized
Data management
Client assessment and analysis
Team leadership
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