Customer Service Assistant Manager

Angie Koulis

*******@*******.*** • 847-***-**** • www.linkedin.com/in/angiekoulis

PROFESSIONAL SUMMARY

Small business owner and retail professional with a proven track record and extensive experience in the food industry as well as retail management, seeking a professional growth opportunity that leverages my existing skills and offers change through a new category and/or role. Experience includes directing sales, increasing revenues, operational management including purchasing, and employee relations. Proven ability to nurture a positive working environment and improve employee motivation and retention. Seamlessly implemented change to boost sales and productivity while maintaining a strong customer focus.

WORK EXPERIENCE

WALGREENS, Deerfield, Illinois

Assistant Manager/Shift Lead

October 2020 - Present

Assist store manager with daily operations of retail store in order to maximize store sales, profit and loss performance through execution of company policies and initiatives focused on:

Operations

o Ensure compliance with corporate policies, employment laws, and provide fair treatment to all team members o Ensure the store opens and closes on time; the store and grounds are clean and presentable; control of the store money including register counts, safe deposits, change orders and cash reports; manage repair and maintenance o Improve store sales through proper merchandising and protection of store assets, ensuring merchandise is set up according to corporate office requirements

o Supervise receiving, stocking, pricing, and transferring of merchandise o Interact with vendors to order seasonal and basic merchandise for the store

People and Performance Management

o Supervise team members by assigning tasks, setting expectations, and providing feedback o Monitor and analyze customer service and provide coaching to deliver a distinctive customer experience o Promote teamwork and motivate team members by setting expectations, showing enthusiasm and tracking results

Business Performance Management

o Maintain knowledge of all computer and technology systems and software and respond to all system problems o Analyze reports (Metrics and KPI's) on operations and make recommendations for improvements o Work efficiently within time frames and deadlines to organize and prioritize daily projects and tasks while maintaining attention to detail

Training and Personal Development

o Participate and monitor employee participating in various job training to improve skills and productivity o Conflict management and resolution

Assistant Manager Trainee September 2019 – October 2020 Hired as an Assistant Store Manager Trainee to learn and understand daily store operations and be able to effectively support manager to maximize store function through performance and execution of company policies and initiatives. o Learned corporate and store functions as detailed above o Completed in depth leadership training program (LEAP-Lead, Engage, Advance, Perform) implemented by corporate o Promoted to Assistant Manager in 13 months (typical ASM Trainee program completion is 24 months) Angie Koulis

MANOR RESTAURANT INC., East Dundee, Illinois

General Manager /Part Owner

1995 - 2019

Customer Focus

o Created the atmosphere and training to provide exceptional customer service o Promoted customer satisfaction to encourage loyalty and repeat business o Encouraged, reviewed, and implemented change based on customer feedback

Leadership

o Led and directed a team of forty-five employees on effective methods, operations, and procedures o Trained and developed new employees to be self-motivated and successful o Encouraged collaboration and open communication

Operations Management

o Managed a $2 million business and created annual budget o Managed payroll, accounts receivable, and accounts payable o Implemented modest cost controls of food, beverage, supply, and labor o Performed menu and recipe planning

o Prepared, delivered, and reviewed daily, weekly, and monthly reports o Conducted interviews, performance reviews, and implemented hiring and termination procedures

Conflict management and resolution

o Ability to see beyond the issues and guide to mutual satisfaction o Unified staff to create a cooperative and efficient team CERTIFICATION & TRAINING

Certified Immunizer 2021

Pharmacy Technician License, State of Illinois 2020

CPR/AED/First Aid Certificate, Red Cross 2020

Food Handler Training and Certificate, State of Illinois 2019

Illinois BASSET Alcohol License, State of Illinois 2019 EDUCATION

ELGIN COMMUNITY COLLEGE, Elgin, IL

Associates of Arts

1986

BRADLEY UNIVERSITY, Peoria, IL

Bachelor of Science

1989

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