Assistant Manager Customer Service

HEIDI CLAEYSSEN

Phone: 815-***-**** Email: **************@*****.***

Address: **** * ********** ** *** 155, Mesa, AZ 85205 SUMMARY OF QUALIFICATIONS

Versatile and dedicated operations management professional with extensive operations and sales leadership experience. Adept at training and supervising staff, recommending solutions to improve processes, and implementing effective programs to streamline operations. Experienced in the design and implementation of policies and procedures, as well as consistently assessing operational needs to impact performance. Currently seeking a management position, bringing 20+ years of related experience and key strengths as follows:

● Operations Management

● Team Building/Leadership

● Customer Satisfaction

● Revenue/Sales Growth

● Process Improvement

● Retail Merchandising

● Proficient in Microsoft

Office

● Staff Training/Supervision

● Project Management

● Key Relationship Building

● Strategic Business Planning

● P&L Accountability

● Program Coordination

● Human Resources

● Performance Review

● Policy Compliance

● Inventory Control

● Shrink Management

● Detail Oriented

CORE COMPETENCIES

● Consistently recognized, top-performing professional with unique skill set and perspective that only experience can teach.

● Cultivating and nurturing relationships with clients to educate them on service or product specifications, including features, advantages, and benefits.

● Utilizes leadership and relationship building skills to steer operations in the right direction.

● Exceptional consultative listening skills combined with work experience and expertise in helping staff improve their organizational performance.

● Determine organizational needs, propose business solutions, and assess impact of solutions using strong analytical and problem-solving skills.

● Strong work ethic and track record of success with a history of developing long-lasting relationships based on a foundation of trust, integrity, and outstanding performance. PROFESSIONAL EXPERIENCE

Michaels Arts and Crafts Store – Store Manager Jan. 2020 - Present

● Responsible for the operations of the store.

● Responsible for hiring, onboarding new hires, evaluating and coaching existing team members.

● Develops skills in team members and management.

Blain’s Supply · Senior Operations Support Manager Feb. 2018 – Dec. 2020

● Responsible for opening new stores, resetting existing stores, and analyzing existing store issues to create solutions as a senior member of a team.

● Develop and implement storewide training procedures for opening phases of new stores while training new associates and developing skills to provide consistent performance.

● Train managers on policies and procedures and foster relationships with corporate partners such as human resources, merchants, and engineering.

● Quickly learned new processes in order to create training documentation on high levels. Blain’s Farm & Fleet · Assistant Store Manager Oct. 2014 – Jan. 2018

● Oversaw daily operations and HR initiatives, including hiring, training, reviewing, and implementing disciplinary actions to ensure departmental success.

● Served as expert in all departments, which included Automotive, Candy, Electrical, Hardware, Paint, Plumbing, Service Center, Small Engines, and Tire Desk.

● Consistently aligned efforts in compliance with both merchandising and company standards.

● Worked to help develop manager trainees for their role within the company. PROFESSIONAL EXPERIENCE (CONTINUED)

Walgreens · Assistant Manager Oct. 2008 – Oct. 2014

● Delivered excellent customer service by greeting and assisting customers, addressing customer inquiries, and resolving complaints.

● Directly involved with merchandising and reorganizing the sales floor to increase sales and create action plans to meet all established objectives.

● Directed and supervised employees by delegating an array of tasks to accomplish the daily workload, continually providing feedback to enhance productivity. Home Depot · Seasonal Success Captain/LP Dec. 2006 – Oct. 2008

● Served as lead expert within internal theft initiatives for Home Depot’s loss prevention program, holding accountability for shrink and processes to prevent it.

● Played an integral role in the development and training for Seasonal Success Captain position, which was created for internal theft loss prevention.

● In addition, worked within the décor and flooring departments as a Sales Specialist and Front- End Supervisor, ensuring optimum levels of customer satisfaction. Walgreens · Pharmacy Tech Jul. 2006 – Dec. 2006

● Assisted health care providers and patients by greeting both on the phone and in person; answering arising questions and requests.

● Maintained pharmacy inventory by checking pharmaceutical stock to determine inventory level, anticipating both medication and supply needs. EDUCATION

● Master’s Degree in English & Fiction Writing, Southern New Hampshire University (2014)

● Bachelor’s Degree in English, Ashford University (2012)

● Associate Degree, General AA, Rock Valley College (2010) Held Pharmacy Technician License for 10 years.

Held food Sanitations License for 15 years.

Studied Insurance Sales for Arizona State License.

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