Customer Service Sales Associate

Kara Ann Diliberto

**** ****** ****** ***** ********** PA 18951 610-***-****

*********@*****.***

Career Objective

●A customer service position utilizing my education and training from my sales/management experience

Employment History

February 2013 - Present Online Sales Advisor, The Estee Lauder Companies - New York

●Responsible for providing High Touch Service to customers in chat - via video, SMS/ABC and chat messaging - in 6 brands simultaneously, effectively using chat enhancement tools to maximize sales

●Support team members by providing product knowledge, assisting with customer service issues while maintaining documents regarding inventory and operation issues

●Address reviews and Q&A on websites for 4 brands, acknowledging customers’s posts with correct information and advice and escalating to appropriate executives

●Consistently exceed expectations in product knowledge, policy & procedure and achieving benchmark goals

December 2007 - November 2009 Receptionist, A & T Chevrolet - Sellersville PA

●Responsible for assisting customers from the sales and service departments, answering phones, light filing and general office work

February 2006 - May 2007 Merchandiser, The Pet Firm - Phoenix AZ

●Responsible for merchandising multiple vendors’ products, including price changes, product placement, restocking and training employees on products

May 2002 - October 2004 Account Coordinator, Origins - Macy’s East, N. Jersey Territory

●Oversaw 5-8 Origins counter managers and respective staffs with a combined sales volume of $2M+

●Educated staff at counter level on product knowledge, customer service and Origins philosophy while building relationships with senior management in each store

●Relayed information from Origins to counter employees and Macy’s executives in each store

●Assisted and led education seminars in store, with and without Regional Education Manager

●Completed Talent Plus training

May 2000 - May 2002 Retail Store Manager-Training Manager, Origins, Lehigh Valley PA

●Successfully opened new store, hired, trained new staff and while exceeding 1st year’s plan number

●Responsible for sales volume of $500,000+

●Achieved 17% increase over LY sales

●Managed a staff of 8 - 13 employees

●Implemented store policies and procedures of daily operations

●Trained new store managers on sales/operation policies and procedures

●Assisted in implementation of JDA computer system for Philadelphia Area retail stores

●Collected and assembled weekly numbers for Account Executive and Regional Marketing Coordinator

●Received 4 Recognition awards from Origins

●Store received WOW Award from Lehigh Valley Mall

●Completed Well-Off Seminar, a training program for effective management and communication

May 1999 - May 2000 Retail Store Director, Victoria’s Secret Stores, King of Prussia PA

●Responsible for Must Win Store with a yearly sales volume of $2M+

●Managed a staff of 15-45 employees

●Achieved sales goals for 5 new product launches

●Created weekly staff schedules, ensuring appropriate coverage in store at all times

●Interviewed, hired, trained staff and management

●Coordinated staff for successful Semi-Annual sales and monthly merchandising

June 1997 - May 1999 Assistant Store Manager, Polo Ralph Lauren Factory Store,

Franklin Mills PA

●Successfully opened, developed and managed Polo’s first factory store in Philadelphia Region

●Exceeded financial plan by $5.2M with a total volume of $10M+

●Exceeded LY’s by 15%+

●Effectively managed and trained staff of 60+, including floor managers

●Managed weekly staff meetings

●Responsible for ensuring excellent customer service through training, performance management, sales set-up and inventory merchandising

July 1990 - June 1997 Retail Store Manager, The Limited, Exton PA

●Successfully managed a C volume store with yearly sales exceeding $1M

●Managed a staff of 10-18

●Responsible for customer service training, weekly schedules, monthly staff meetings and weekly payroll

●Earned several promotions from Sales Associate to Store Manager

Education and Volunteer Opportunities King’s College Wilkes-Barre PA

Lansdale Catholic High School Lansdale PA

●PTO Board President 2016-2021

●Committee Member of:

Elementary Reassignment

School Safety

School Start Times

Comprehensive Plan Steering Committee

●Team Captain MS Walk 10+ years

Professional and Personal References Available

Microsoft Office Proficient

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