Customer Service Merchandise Manager

Lacy Wallman

*** ****** **., **** *******, CO ***25 970-***-**** Email: **********@***.***

SUMMARY

Dynamic leader and brilliant manager successful in building and motivating effective customer service teams. Proficient in problem solving, multitasking, work-scope analysis, fiscal management, and is detail oriented. Cultivates corporate posture, establishes cleat paths of communication, supports established policy, and fosters new ideas aimed at meeting and exceeding sales projections.

Team Development

Personnel

Supervision

Human resource

Management

Customer Service

Resource

Allocation

Audit Management

Problem Solving

Inventory

Management

Succession

Planning

Training

Talent Acquisition

PROFESSIONAL EXPERIENCE

Service Selling Department Manager Nordstrom Rack, Fort Collins, CO March 2020-Present

* Develop a culture within the building that fosters associate engagement, ownership, and continuous improvement

* Manages a complex team of both support and operations functions, focused on driving customer engagement in core services.

* Fosters and leads a collaborative relationship with Market Support such as Inventory and Logistics, Service and Experience, Marketing, and HR

* Daily execution of the merchandising playbook and truck to floor in order to exceed results.

* Demonstrated all competencies of leadership in a fast-paced environment.

* Staffed to win and maintain the top of the district for CSAT surveys.

* Promoted to service selling from Back of house department manager, where I executed the launch of fulfillment during the pandemic shut down.

Store Director Victoria Secret, Greeley, CO May 2019 -March 2020

Drives best at culture for 4 brands Victoria Secret lingerie/Pink/Beauty/Operations

Gains business insight by reviewing results and linking behaviors to action, through store weekly focus and quarterly store visits reviews

* Leads positive associate relations practices and owns retention strategies

Owns and executes business unit initiatives and strategies

Ensures associate and leadership understands and maintains visual merchandising standards

Determines operational and product life cycle planning and drive business growth through short- and long-term actions to improve merchandise availability

Turn around in asset protection results within a 6-month period from 13.48% to 6.95% Store Manager Aeropostale, Thornton, CO August 2016-May 2019

Promoted to a open Premium Outlet location, development of new team

Develop & administer training curricula aimed at enhancing personnel customer service skills & increased product knowledge

Evaluate costs vs. sales projections and developed strategies that improved location performance

Ensure personnel understand company policices and the importance of customer relations by instituting both group and individual training resulting in improved cohesion amongst the sales team

Assess, coach, counsel, and develop associates into proven Customer Support professionals

Set goals, expectations, and benchmarks and encourage the team to foster positive customer service

Fashioned attractive promotion presentations that peeked patron curiosity netting improved sales

Effectively managed in-stock levels, identified shrinkage, and managed product inventory flow Visual, Operation and Sales Manager Sports Authority. Fort Collins, CO July 2014-August 2016

Manage the daily operations and visual expectations of personnel in a 7 to 10 million dollar retail environment

Exceeds mandated sales goals and marketing deadlines

Managed associates in understanding local labor laws and federal guidelines related to Human Resource Management

Monitors and manages payroll expenditure goals and associate scheduling to maximize customer service and ensure compliance with expectations

Develops and constructs eye-appealing merchandise displays that enable increased location revenue and conversion

Managed the warehouse shipping and receiving processes within a 48 hour window

Certifications in ski tech rentals, bike tuning, firearms sales and forklift operations

Ecommerce inventory management and process development Merchandise Manager Aeropostale, Inc., Loveland, CO December 2011 – July 2014

Received Coveted Assistants Committed to Excellence (ACE) award for 2013

Consistently exceed set sales goals and marketing deadlines

Initiated modifications to processes and implemented procedural changes netting improved associate awareness, enhanced customer service, and increased employee productivity Store Manager Justice Just for Girls Loveland, CO May 2007 – July 2011

* Achieve an 8% sales increase through training of associates and maintaining high operational standards

* Evaluated costs vs. sales projections and developed strategies that improved location performance,

* Interviewed, hired, trained and mentored employees

* Ensured personnel understood company policies and the importance of customer relations by Institution both group and individual training resulting in improved cohesion amongst the sales team

* Assessed, coached, counseled, and developed associates into proven Customer Support professionals

* Set goals, expectations, and benchmarks and encouraged the team to foster positive customer service

* Conducted associate performance evaluations

* Fashioned attractive promotion presentations that peeked patron curiosity netting improved sales

* Demonstrated effective prowess in conflict resolution resulting in increased in increased customer satisfaction

* Effectively managed in-stock levels, identified shrinkage, and managed product inventory flow EDUCATION

General Studies Front Range Community College 2001-2003

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