Customer Service Store Manager

Jolie G. Bor

Phone: 228-***-****

Email: ***********@*****.***

Experience/ Skills Summary:

** ***** ** ****** *********** experience – Store Manager, Assistant Manager, Key Holder, Area Supervisor, Department Manager

Results oriented management style, Excels at customer service, Self-driven, Keen eye for merchandising, Strong work ethic, Proactive approach to workflow, Effective communicator with both managers and subordinates

10+ Inventories, markdowns, markups, clearances, MSRP adjustments, RTV, call backs, cash office, open\closing procedures, front end, customer service desk, planograms, POS system, RF unit and company mainframe computer system, KNET WAN

Hiring, training, developing, and retaining a customer service-based team resulting in significant increases in multiple company key performance indicators

Assisted in retraining additional location staff and managers

Opened multiple new stores in new markets

Job Experience:

January 2021 – present – Department Supervisor (Appliances, Cabinets, Millwork) Lowes

● Leading and enabling a team of associates to deliver the best possible customer experience in the store. This includes coaching and training associates, delegating, following-up on daily tasks, managing performance, and ensuring adequate department coverage.

● Supervise associates in other departments, as needed, to meet the demands of the store. This requires broad product knowledge and the ability to engage associates and customers across departments. It is important that this associate communicate upward to keep management informed of concerns, issues, praises, and morale.

● Works with his/her leaders to identify approaches and behaviors that best meet sales and service objectives, then communicates those best practices to the team in a way that inspires engaging, customer-focused behavior and goal attainment.

● Customer-facing activities (e.g., greeting customers, clarifying needs, and identifying solutions, closing sales)

● Non-customer-facing activities (e.g., down stocking, inventory management, area recovery) and store safety (e.g., conducting safety walks, reporting hazards, understanding safety, and lifting directions).

● Providing resources and tools to support those directly helping customers provide the best service.

● Assisting with down stocking and area recovery as well as providing input into merchandising decisions.

● Monitoring use of store power equipment and coaching employees on safe behaviors and lifting techniques.

August 2019 – January 2021 – Retail Store Manager

Mobilelink Authorized Retailer

● Recruit, hire, and train a team of customer focused associates.

● Provide training and leadership to ensure excellent customer experiences.

● Provide continuous feedback to aid employee’s growth both professionally and economically.

● Ensure adequate staffing through maintaining a team and creating schedules.

● Cash handling through opening and closing, transactions, and deposits.

● Generate and execute various events to drive store traffic and therefore increase profitability.

● Maintain visual standards per company directives.

● Communicate stock levels to ensure profitability. Nov 2017 – April 2019 – Store Manager – full time

Dollar General

● Recruit, select and retain qualified employees according to federal and state labor laws and company policies; ensure the store is properly staffed.

● Provide proper training for employees; conduct performance evaluations; identify gaps for appropriate solutions and/or counseling, up to and including termination.

● Make recommendations regarding employee pay rate and advancement.

● Communicate performance, conduct and safety expectations regularly; coordinate meetings and events to encourage safety, security, and policies.

● Ensure that the store is appropriately staffed and effectively opened and closed each day. Personally open the store a minimum of two times per week; personally close the store a minimum of two times per week.

● Evaluate operating statements to identify business trends (including sales, profitability, and turn), expense control opportunities, potential shrink, and errors.

● Order to ensure the meeting or exceeding of in-stock targets; review ordering plan, seasonal direction, and inventory management issues on a weekly basis; follow up on Basic Stock Replenishment

(BSR)/cycle counts.

● Facilitate the efficient staging, stocking and storage of merchandise by following defined company work processes.

● Ensure that all merchandise is presented according to established practices; utilize merchandise fixtures properly including presentation, product pricing and signage.

● Maintain accurate inventory levels by controlling damages, markdowns, scanning, paperwork, and facility controls.

● Ensure the financial integrity of the store through strict cashier accountability, key control, and adherence to stated company security practices and cash control procedures.

● Provide superior customer service leadership.

● Maintain a clean, well-organized store; facilitate a safe and secure working and shopping environment.

● Ensure that the store is adequately equipped with tools necessary to perform required tasks.

● Follow company policies and procedures as outlined in the Standard Operating Procedures manual, Employee Handbook, and company communications; ensure employee compliance.

● Complete all paperwork and documentation according to guidelines and deadlines. July 2017 – Nov 2017 – Assistant Manager – full time Family Dollar

● Provide excellent customer service to patrons.

● POS processes including cashier transactions, return transactions, loading refillable cards, and selling phone cards.

● Assisting in training and developing CSR to serve as cashiers, front end merchandisers, and stockers.

● Processing freight from DC trucks from unload process through stocking shelves.

● Accepting and auditing third party deliveries from several merchants.

● Ensuring monthly company visual expectations are executed precisely and promptly.

● Marking out of stock products due to damage and out of date issues.

● Adjusting prices for products that while damaged still hold value for the consumer.

● Carry out company mandated price changes.

● Opening and closing the store including deposits, petty cash, making change, and ensuring accurate record keeping.

● Upselling to customers through offering complimentary products and adding on.

● Recovering the store and maintaining merchandising to company planograms. May 2017 – August 2017 – Overnight stocker

Walmart

● Serve as cashier during busy periods, breaks, and staffing situations.

● Sort and unload pallets to aid in stocking efficiency.

● Stock shelves based on company planograms.

● Backstock refrigerated products based on company program.

● Provide customer service as needed throughout the night.

● Ensure products are shelves were within date and puling any product out of date to be processed through company procedure.

July 2016 – present - Co-founder

Bor's Barnyard

● Establish product prices, assortment, and vendors.

● Sell and promote business through advertising and special events.

● Hire and train employees on product knowledge, customer service, cash handling, and inventory tracking.

July 2014 - June 2016 - Store Manager – full time

Crocs

● Create a customer service focused environment leading to achieving and exceeding company produced expectation for both sales and key performance indicators.

● Responsible for merchandising, training, staffing, labor matrix, executing programs and assignments from corporate, financial accountability while establishing high standards and setting clear expectations for the team.

● Recruit, train, and develop new sales force and growing existing associates to exceed their own expectations.

● Assisted with the training and development of several store managers and assistant managers at several locations in surrounding areas.

● Execute and delegate to ensure all necessary tasks are complete to run a successful and profitable location.

March 2014 - July 2014 – Assistant Store Manager - part time Torrid

● Ensures store achieves sales plan, UPT, and ADT at or above company guidelines

● Helps to identify, recruit, and hire candidates that are sales and fashion focused

● Assists in the training and continual coaching of associates

● Participates in creating an interactive team-selling environment and coaching the store team to maximize the time spent with each customer

● Assists in ensuring the store environment is appealing to customers with excellent visual merchandising, encouraging customers to return

● Aids in identifying sales opportunities and creative ideas that will help to maximize sales

● Maintains awareness of sales numbers throughout the day and communicates sales goals to the team

● Effectively schedules staff and monitors floor coverage in the absence of the store manager

● Aware of external factors affecting the business

● Participate in creating a team environment that focuses on the customer experience

● Provides clear direction to the team, with attainable and specific goals

● Manages daily operations of cash, safe funds, and deposits

● Implements plans that will meet company objectives and deadlines

● Follows merchandising standards and planograms

● Communicates merchandise needs to Store Manager

● Communicates business concerns with District Manager as the necessary

● Aids in maintaining social media interaction with customers and potential customers via the store Facebook page

Nov 2011 - July 2012 – Key Holder

Casual Male XL

● Maintains a strong customer focused culture, driving sales and business by maximizing the skill set and talent of the sales staff

● Leads by example, ensuring every customer receives a positive brand experience

● Motivates and directs others to meet or exceed targeted sales goals

● Ensure the total presentation and display of merchandise is impactful, customer focused and maximizes sales

● Builds relationships with the Customers and the community to ensure long term business growth

● Ensures compliance in all areas of store operations including Customer Service, Loss Prevention and Safety, and Human Resources

● Develop consistent methods for appropriately communicating to the Store Manager

● Assist in recruiting, hiring and development of top sales talent, helping to fill open Sales Associate positions

Oct 2009 - Oct 2011 – Area Supervisor/Department Supervisor Kohl’s Department Stores

● Utilizes and adheres to merchandise presentation standards regarding the 5 Basics: strike points, signing, sizing, clearance, and clean store

● Contribute to customer-oriented atmosphere through friendly and courteous customer interactions

● Assist customers as necessary both within the department and on register checkout

● Solicit and open charge applications, email participation, and customer survey responses

● Promptly respond to all department calls both within the store and on the telephone

● Assigns tasks, directs workflow, communicates policies and procedures to Sales Associates; orients and trains Sales Associates on selling floor operations

● Assists with global store communications

● Executes department merchandising and operational functions to Company Standards

● Identifies opportunities to increase sales and communicates merchandising and sales floor operational opportunities to Supervisor, Area Supervisor, or MOD

● Train associates both in terms of departments standards as well as company policy and procedure

● Leads department and fitting room recovery standards and maintains stockrooms, fitting rooms, sales floor and work areas

● Utilize monthly updates, communication manuals, and planograms

● Work within management to assist in store functions

● Maintain correct signage through ad set adjustments and audits

● Prepare and execute company assigned price changes

● Promptly complete and document all call backs and transfers

● Assist at customer service desk and jewelry bay

Awards and Accolades:

Assisted in recouping a yearly deficit of 25% within 2 months Top District Store Multiple Months

Store Winner of several Companywide contests

Highest UPT in store

Second Highest Net Sales

Highest Net Sales for current quarter

14k Gold Customer Service

Kohl’s Superstar x3

Highest Sales in Region for KitchenAid kickoff

Education:

Illinois State University – BS in Biology 1995-1998 Steinmetz High School – High School Diploma completed 1995

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