Customer Service Manager

KACEY PACE

303-***-**** | *********@***.*** | *0559 Atwood Circle | Littleton, CO 80130

HUMAN RESOURCES ASSISTANT

Dedicated, results-driven professional with strong work ethic, outstanding training abilities, and commitment to organizational growth. Expertise in improving customer service, leading teams to achieve optimal levels of performance and productivity, and developing innovative plans to enhance HR operations. Effective multi-tasker who thrives in busy, fast-paced environments. Excellent communication, interpersonal, and organizational skills. Proficient in Microsoft Office Suite.

VALUE OFFERED

Employee Relations

Staff Supervision

Process Improvement

Interviewing & Hiring Leadership & Team Building

Conflict Resolution

Performance Management

Budget Planning Program Implementation

Schedule Control

Benefits Administration

Payroll Management

EDUCATION

MBA in Human Resources Candidate Expected Graduation: 2012

Colorado State University (CSU) Global Campus, Englewood, CO

BS in Business Administration 2002

University of Northern Colorado, Greeley, CO

Member of Beta Gamma Sigma Honors Society

CAREER HIGHLIGHTS

Successfully determined skill gaps and interviewed/hired experienced candidates to fill positions at Coldwater Creek, improving operational performance.

Challenged to turn around payroll process as Assistant Manager to consistently meet budgeted numbers; created schedule based on weekly sales figures and payroll amount given by company to come in on budget each year.

Led associate relations committee as Personnel Operations Assistant Manager to address/resolve issues and ensure staff members were taken care of. Reduced employee turnover by identifying and enforcing hiring/training improvements.

PROFESSIONAL EXPERIENCE

Coldwater Creek, Littleton, CO 2008–Present

Assistant Manager

Plan, manage, and provide leadership for customer service and HR operations. Strategize, create, and implement plan for new floor sets and oversee maintenance of store. Key player in managing conflicts, planning events, processing payroll, and hiring, training, and scheduling staff members. Direct approximately 22 employees to achieve sales goals, hold team accountable for actions, and monitor/evaluate performance.

Drastically increased customer service (acknowledge and engage) ratings from below 50% to 100% by coaching team members and implementing effective staff training programs.

Establish expectations and goals for stockroom and oversee operational efficiencies, improving organization and individual performance from 3 boxes to 4–6 boxes per hour.

Kohl’s Department Store, CO 2000–2008

Personnel Operations Assistant Manager, Golden and Castle Rock, CO (2004–2005, 2006–2008)

Promoted through series of positions with increasing responsibilities based on high levels of performance and proven abilities in leadership, strategic planning, and process improvement. Directed HR operations for 180 associates encompassing interviewing, hiring, training, benefits administration, payroll, and safety functions. Monitored budgets and expenses and controlled inventory. Handled workers’ compensation claims, managed onboarding of new associates, and ensured proper training. Implemented high standards and exceeded customer service goals.

Created schedules and managed payroll functions, consistently met budgeted numbers each year.

Recognized by District Manager and District Loss Prevention Manager for exceptional performance during first inventory; achieved lowest amount of lost inventory in district (1.22%). Selected to train new managers on payroll, scheduling, freight flow, and stockroom best practices.

Created excitement about credit program, developing contests and rewards for excellent employee performance; regularly met and/or exceeded monthly goals.

Strategized and hand-selected team members to successfully organize stockroom.

Apparel and Accessories Assistant Manager, Lone Tree, CO (2005–2006)

Transferred to Lone Tree location to improve apparel sections for highest volume store in district. Led teams and oversaw customer service, company programs, and best practices. Managed merchandise displays, created store schedules, and resolved conflicts. Partnered with employees and vendors to return products to floor and reopen fitting room.

Improved customer service scores from 30’s to low 50’s.

Assisted Store Manager in testing new freight process, identified strong teams, helped employees adapt to change, and trained individuals on merchandising and reading floor directives/planograms; received recognition from Regional Manager for program success.

Replaced underperforming staff members, setting expectations and organizing department to improve efficiency.

Children, Footwear, and Home Assistant Manager, Thornton, CO (2002–2004)

Hired on temporary basis and transitioned to permanent position based on exceptional performance.

Strategized and created incentive for employees to meet annual credit goal, motivating team to sell credit cards.

Additional experience as Management Intern–Longmont, CO, Department Supervisor–Fort Collins, CO, and Misses Associate–Lone Tree, CO at Kohl’s Department Store

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