Customer Service Manager
Resume:
Lorren Gardner
#*
Chicago, Illinois 60626
*.********@**.***
Objective
To bring my "People First" philosophy into an organization that helps mold its associates for the future. I am a very detailed leader that believes in making its people "first priority" through development, training, and on going coaching so that the goals/objectives of the organization are met.
Work Experience
Store Leader
11/2006 – 06/2012 Restoration Hardware, Highland Park, IL
Hiring top performers that fit with company core values and not hiring based on need. Daily training/development of my team to ensure that all policies and sales practices are adhered to. Living and practicing the Core Values that the company has established. Increase sales performance by 21% over tenure. Assisted in developing the company’s current scheduling system. Keeping up to date records with personnel information, W-2's, I-9's, reviews, promotions, salary history, workman's comp claims, and written documentation of praise/disciplinary action of all employees. Answered basic benefit information for all employees. Familiar with ADA, EOE, and OSHA rules and regulations. Perform visual presentations, oversee operations, loss prevention, scheduling, and placing orders.
Store Manager
0 3/2006 - 11/2006 Restoration Hardware, Grandville, MI
Realigned store to fit within the company’s Core Values. Hired a new sales team and leadership roles to achieve results. Created a daily training/development program to ensure that all policies were adhered too. Maintained a 2% increase from comp sales through third quarter to mid November. Kept up to date records on personnel information, W-2’s, I-9’s, reviews, promotions, salary history, workman’s comp claims, and written documentation of praise/disciplinary actions on all employees. Drove business and ensured sales goals were met. Exemplified customer service acumen. Nominated for the Store Manager Real Hero Award for Service. Performed visual presentations, operations, loss prevention, scheduling, and placing orders.
Assistant Manager
6/2005 - 3/2006 Steak-N-Shake, Kentwood, MI
Structured and aligned the associate’s training/development program to the corporate vision. Detailed hiring goals based on who was a best fit for the company and not hiring to just fill positions. Keeping up to date records such as personnel information, W-2's, I-9's, reviews, promotions, salary history, workman's comp claims, and written documentation of praise/disciplinary action of all employees. Familiar with ADA, EOE, and OSHA regulations. Also ran shifts and tallied sales, worked on production line, customer service, and general cleaning.
Assistant Manager, Human Resources
10/2004 - 6/2005 Pottery Barn, Novi, MI
Transferred to lower volume store to assist the store manager in Human Resource functions per District Manager recommendation. Accountable for overall store operations in the absence of the General Manager. Daily training/development to ensure that all policies are adhered to. Hiring top performers that fit with company values and not hiring based on need. Keeping up to date records such as personnel information, W-2's, I-9's, reviews, promotions, salary history, workman comp claims, and written documentation of praise/disciplinary for all employees. Answered basic benefit information for all employees. Familiar with ADA, EOE, and OSHA rules and regulations. Driving business and ensuring sales goals are met. Exemplified customer service acumen. Won the Catch the Spirit Award for entire district and honors at Regional level. Selected to become a Team Leader for two store openings in St. Louis and Toledo. Performed visual presentations, oversaw operations, loss prevention, scheduling, and placing orders.
Assistant Manager, Human Resources
11/2003 - 10/2004 Pottery Barn, Troy, MI
Promoted from Design Studio Coordinator to Assistant Manager based on performance. Oversaw a Department Coordinator in their leadership development as well as took on the Human Resource piece of business. Developed a training and development program for all levels of associates. Hired top performers that fit with company values and not hiring based on need. Kept up to date records on all associates in stores’ location. Worked along side corporate human resource department on all written documentation of praise/disciplinary actions regarding all employees. Driving business and ensuring sales goals were met. Exemplified customer service acumen. Performed visual presentations, oversaw operations, loss prevention, scheduling, and placing orders.
Design Studio Coordinator
02/2002 - 11/2003 Pottery Barn, Troy, MI
Promoted to the highest dollar department in a higher volume store based on performance in delivering sales and training my department’s team. Established a clientele protocol to establish top customers and how to keep in contact with those customers. Tracked accuracy in product allocation to meet the needs of visuals and standards. Planned and coordinated departments’ floor sets and price changes. Assisted in driving business and ensuring that sales goals were met. Exemplified customer service acumen.
Home Accessories Coordinator
05/2000 - 02/2002 Pottery Barn, Novi, MI
Hired to run the highest volume department. Trained the department’s team to deliver first class service in order to meet sales goals. Tracked accuracy in product allocation to meet the needs of visuals and standards. Planned and coordinated department’s floor sets and price changes. Drove business and ensured that sales goals were met. Exemplified customer service acumen. Nominated at the store level for Catch the Spirit award and honored at the District level.
Education
9/1992 - 8/1997 Michigan State University, East Lansing, MI
Environmental Geological Sciences
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