Call Center Store Manager

Matthew D. Garcia

**** ***** **** **** **** Jordan, Utah 84088

Mobile: 385-***-****

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

Qualifications:

Rideshare/Delivery/Shop&Pay

Retail Management

Retail Merchandising

Vendor Association and Consultation

Vendor Receiving and Ordering

Restaurant Management

IT Management

Asset Management

Project Management

Peer Management Trainer

New Hire Recruiter

Facilitated Business Continuity Planning

Kronos Reporting and Scheduling

UltiPro Portal Management

Mall Management Commerce Communal

Cisco Unified CM Administration

Cisco Catalyst series configuration

CCTV IP Camera Installation\Administration

Citrix XenDesktop

NNCSS (Nortel) Certification VoIP BCM 3.0

Nortel Symposium ACD 4.0/4.2/5.0

Call Center Reporting

Experience

UBER / Flower Patch – Murray, Utah 2021-2023

Rideshare / Delivery / Shop&Pay

Provide a ride service for over 5,000 UBER passengers with a customer rating of 5.0. Complete over 100 deliveries and shop&pay with a satisfaction of 92% with UBEREats and SHOP. Maintain the Diamond Level for 5 quarters and completed all goals to attain each quarters rewards. Complete trips while in vehicle up to 8 hours a day for up to seven days a week.

Deliver 10-15 arrangements of assorted flowers per route to residential, medical, commercial and funeral parlors. Make sure that all cargo is secure and arrives in the same condition as displayed at the Flower Patch.

Savers – Taylorsville, Utah / Dollar Tree – West Jordan, Utah. 2021

Donations Manaager and Assistant Manager

Provide a safe and friendly work environment at donations checkpoint between donors and donations staff. Load and secure all donated items to be transported to sorting areas of Savers. Complete liaisons with Big Brothers and Big Sisters on items that were to be transferred between both parties for charity purposes. Destroy all non-sellable items in proper disposal compounds. Train all new hires to donations division with on the job instructions and on-line tutorials.

Maintain all stock throughout Dollar Tree location. That it was to be displayed properly and in the right selling zones. Ensure that all customer service associates are trained properly in checkout procedures and selling assistance while on the sales floor. Work with second assistant manager on days of receiving freight and loading merchandise in warehouse and food coolers.

COVID LAYOFF 2020

Hot Topic and Box Lunch- SLC, Murray, and Traverse Mountain, UT. 2017-2019

Store Manager and FT Assistant Manager

Implemented and adhered to all retail store procedures and Key Performance Indicators to bring Hot Topic at The Gateway location to a profiting margin compared to prior year 2016. Restructured management staff, hired new sales associates to help with current selling team. Trained team on store performance and sales goals, selling and customer service procedures, made recommendations to bring in KPI’s for the store. Completed store scenarios to help understand and drive ADT, conversion and build a strong reputation with customers, peers and other businesses in the mall.

Completed and performed all trained procedures from the store manager. Conducted visual and merchandising performance operation goals, store sets and visual promotions for Box Lunch at the Fashion Place location. Provided skillsets learned from previous store management experience to drive ADT, conversion and create a reputable selling team. This helped build morale between peers, delivering self-confidence to conduct with customers and other business personnel.

Implemented store procedures and performance goals as store manager for the Hot Topic store at the Traverse Mountain location. Performed and provided a reconstruction plan for store asset management, housekeeping, store sales performance, floor merchandising and staff management. Trained all selling associates on KPI values and understanding all importance of their performance. Conducted reviews for all staff for training recommendations, store performance and company objectives. Completed March with a second tier bonus for management team, based on sales from last years and planned goals for this year. We completed daily performance with conversion days over 20% and providing ADT above last year’s performance, with recognition coming from the districts regional manager. Recommended customer suggested merchandise to upper management and Hot Topic buyers. Provided and administered to staff an open door policy of communication and proposals for a safe and contented work environment. Acknowledged by peers, multi-unit manager, district manager, regional manager and buyers as providing a compacted performance from previous management and revolving into a profitable source.

Bath and Body Works- Murray, UT. 2016-2017

Assistant Store Manager

Assist SM with daily store procedures. Complete staff changes, selling strategies and communicate with district manager on daily selling behaviors and associate motivations. Scout out new talent during seasonal retail hiring times. Trained new associates and recommend seasoned associates for promotion.

Shift lead over team of sales associates. Lead manager of Sales Lead Team and Top Seller. Coach and instruct on selling procedures, new product lines and latest promotions. Complete online training tutorials on selling process and weekly marketing changes.

Run sales segments, watch for selling behaviors and make staff adjustments to meet daily sales goals. Oversee that all new hires understand product lines and product materials. Complete store opening and closing procedures. Procure end of day sales and prepare bank deposit.

Verizon Wireless - West Valley City, UT. 2005 – 2016

Member of Technical Staff III

Regional Telecom Lead for all telecom MACs for local call center, regional HQ, sales market offices, engineering sites and retail stores. This service was in Utah, Idaho, Montana, Wyoming and Colorado markets.

Lead project to convert all regional Nortel PBX and Octel voicemail systems to Cisco Unified CM and Unity VM. Complete network setup for onsite Cisco devices and call manager sites. Train IT staff and end-users on phone and voicemail procedures. All project deadlines were completed timely.

Project lead for many retail store builds, remodels and relocations. Established milestones of project with general contractors, vendors, real estate and sales ops. Prioritize project workload with a phasing schedule to meet deadlines. Oversaw completion of security server and patch CCTV IP camera’s and all Cisco, Aruba and POS equipment.

Lead on various projects for regional call center, regional RHQ, network and sales market offices. Projects included configure and deploy Aruba WI-FI access points. Upgrades and migrations to new Cisco call manager servers and Cisco blade POE modules in 6509 switches.

Provide desktop support for Windows 7 desktop users and HP thin client users. Maintain production of Cisco Unified CM and Cisco Unity Server applications. Responsible for obtaining quotes from various cabling contractors, act as liaison to local LEC providers for all circuit acquisitions. Perform monthly audits of all IDF closets and computer room.

Convergys - Orem, UT. 2005

Nortel Networks Tier I Support

Provide Tier I Technical support on Nortel Norstar Software and Hardware for technical engineers in the field for client support. Troubleshoot hardware and software on MICS and CICS, BCM 200/400/1000, BCM 50 and Call Pilot 100/150/Mini. Conduct problem resolution and possible escalation to Nortel Tier II Support. Completed Training and passed Exam for NNCSS Succession BCM 3.0 Certification.

Verizon Select Services Inc – Chantilly, Va. 2004-2005

PBX Key Systems Engineer

Perform Nortel PBX hardware and Application installations for various customer sites in the Northern Virginia, Washington D.C. and Maryland Area. Work has included Maryland E911 centers, DC Navy Yard, Kennedy Center, Ronald Reagan Bldg., Lockheed Martin, SAIC and Freddie Mac. Application installs have included SCCS 4.2/5.0, SWC 4.5, Call Pilot 2.01 and OTM 2.1. Perform maintenance on hardware and software for Meridian Options 61C/81C/11C, Norstar CICS. Administer installation of Meridian PBX Succession, signaling servers for branch office and call center. Monitor ESPL from Nortel for updated peps and patches for Meridian switch and telephony applications to apply to new installations. Conduct remote help desk resolutions using PC Anywhere 10.0.

JCPenney Co. - Bountiful, UT. 2000-2004

Phone Systems Administrator

Maintain two, Meridian 1 Option 61C for Bountiful call center and Salt Lake Accounting Center. Built all call scripts; script variables and skill sets for call routing, all ACD/IVR by using Symposium Call Center Server and Meridian Mail. Provide reports using Crystal Reports for compiling data. Created call reports for traffic, agent calls and account codes through Optivity (OTM).

Maintain all CSU/DSU equipment for telephony circuits. Perform all cabling and MACs. Maintenance and Administration for end user voicemail, using Call Pilot 1.07 system. Installation of ITG Line 2.0 card for VoIP. Conducted all training for telephony support within the IT Services department.

Provide Network backup support for all servers, client workstations, Cisco network switches and routers. Help in the architectural layout of network design in the JCPenney Accounting Center and Call Center. Troubleshoot fiber and copper cabling, software and hardware issues.

JCPenney Co. - Salt Lake City, UT. 1998-2000

Senior PC Technician

Maintain and set-up new PC hardware. Performed installation of various workstation software packages. Diagnose and repair hardware and software problems. Train end-users on basic PC hardware and software usage. Train new technicians to local department. Assist in PC related equipment moves. Troubleshoot problem resolutions on help desk support via Remedy application and remote Timbuktu Pro.

JCPenney Co. - Salt Lake City, UT. 1995-1998

Reports Specialist/System Trainer

Generate and maintain departmental reports using Microsoft Access application. Create spreadsheets in Microsoft Excel. Using mainframe applications: Platinum and TSO to import tables for within Access. Help all department associates on PC related problems. Train all new associates to the JCPenney Company within the department. Oversee all 70 associates in the department on procedures and questions. Create and maintain new associate training manual with step-by-step detail of all department functions.

JCPenney Co. – Sandy, UT. 1992-1995

Selling Specialist

Provide customer service in the family and athletic shoe department. Included working with customers on proper shoe measurement and shoes to fit lifestyle needs. Worked with department merchandiser on new trend footwear ordering and reorders for popular line footwear. Train new department associates on selling procedures and product knowledge. Replenish stock on sales floor and stockrooms. Maintain display fixtures and product advertisement.

Training Courses

Nortel Networks on BCM 3.0 Completed: April 2005 (NNCSS)

CCNA VoIP Training for Cisco Call Manager 6.0 Completed: May 2008

Cisco Unified Contact Center Express and Unified IP IVR 2.0 Completed: June 2009

Cisco Unified Contact Center Express Advance (UCCXA) Completed: June 2009

Education

Strayer University - Currently enrolled as student. Major: Business Administration

Weber State University - Date: 2005 (Business Administration)

Salt Lake Community College - (One Year towards AS in Communications). Date: 1994 – 1995

General Software Knowledge

WinNT Workstation 3.51/4.0

Windows 3.x/95/98/2000/XP

Windows 7

MS Office 95/97/2000/2003

ProComm Plus 4.7

PC Anywhere 9.0/10

Timbuktu Pro

McAfee Remote Desktop 2.x

Helpdesk 3.4

Remedy Help Desk 4.0.

Dameware Mini RC

Internet Explorer 5.5/6.0/7.0/8.0

Outlook Express

Visio 2000

Crystal Reports 7.0/8.0

Lotus Notes 5.0

Front Page 2000

Clarify

FrontOffice

Altirius

Telephony/VoIP Software Knowledge

MAT 6.67

Meridian Mail Rel. 13

Call Pilot 1.07/2.01/Mini 100/150

SymonView 3.0/2000

Symposium Call Center 4.0/4.2/5.0

Symposium Express Call Center

Symposium Web Client 4.5

Optivity Telephony Management 1.0/2.0/2.1

Meridian 1 Overlay Option 61C/81C

ITG Line 2.0/3.0

Succession 3.0,

Octel 250

VoIP BCM 3.0-3.6/BCM 50

CICS 1.0-7.0 MICS 1.0-7.0

Cisco Call Manager 3.0

Cisco Unified CM Administration 6.1.2/7.1.5

Cisco Unity 2.0/7.0.

CCTV Software Knowledge

RetailNext 3.5.1/4.0 In-Store Analytics/LP Software

WiFi Access Point Software Knowledge

Aruba Networks Airwave Network Management

Reference:

Cassidy Chamberlain Management I.T. Verizon – 801-***-****

Shelby Shoukup District Manager Box Lunch – 715-***-****

Wendy Reeve Assistant Manager Bath & Body Works – 801-***-****

Brandi Nielson Key Holder Sally’s Beauty – 801-***-****

Contact this candidate