Customer Service/Operations Manager

Michele Fields

**** ****** ***** **., ***. *B

Charleston, SC 29407 *********@***.*** Home: 843-***-****

Cell: 843-***-****

 Dedicated customer service manager with 10+ years of experience in “big box” retail and specialty service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

 Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Retail Operations Management Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement Teambuilding & Training

Community Partner Coordinator

Human Resources

Professional Experience

GAP-Charleston, SC 07/08 to Present

Customer Experience Manager, 10/08 to present

Visual Merchandising Manager, 07/08 to 10/08

• Act as the Leader on Duty and assist with employee staffing and provides feedback on store associates’ performance.

• Provides on-the-job training to all employees on company initiatives and standards and ensures full

understanding of company direction.

• Monitors floor coverage and zoning for the day.

• Communicates daily goals and priorities to sales associates, redirects activities as necessary to achieve

productivity standards.

• Ensures that associates are upholding service standards.

• Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate.

• Participates and supports community involvement to drive brand awareness and loyalty.

• Performs daily, weekly and monthly administrative duties (i.e. payroll, human resources, and operations).

AT&T-Charleston, SC 11/07 to 01/08

Sales Associate, 11/07 to 01/08

• Achieved sales goals and service performance requirements established by company, by acquiring new customer sales, offering affiliate products, selling additional calling features, and providing excellent customer service.

• Assisted customers with establishing and maintaining their residential services and affiliate products.

• Resolved existing customer inquiries and/or requests.

• Sold new products/services to new and existing customers.

• Maintain customer records in accordance with federal and state guidelines.

Cricket Communications-Charleston, SC 04/07 to 11/07

Retail Sales Representative, 04/07 to 11/07

• Achieved sales goals and service performance requirements established by company, by acquiring new customer sales, offering affiliate products, selling additional calling features, and providing excellent customer service.

• Provided excellent customer service by handling service related issues and handling customer complaints with the utmost professionalism. Provided customer follow-up as needed.

• Performed daily store opening and closing procedures, securing all company assets.

• Participated in outside sales activities and events as assigned.

 

College of Chas. Bookstore-Charleston, SC 12/06 to 03/07

Customer Service Coordinator, 12/06 to 03/07

• Managed front end operations including sales, profitability, customer satisfaction, and staffing.

• Assisted store in meeting a targeted sales goal of $4.0 million annually.

• Provided excellent customer service, in addition to merchandising and auditing on a daily basis.

• Directly supervised and trained 10 permanent staff members and 20 temporary staff members.

• Worked in conjunction with the Merchandise Manager on conceptualizing visual presentations throughout the store.

• Performed various administrative duties and assisted with all end of month billing for the bookstore (internal and external).

Stein Mart Department Store-Charleston, SC 02/05 to 10/06

Operations/HR Asst. Store Manager, 02/05 to 10/06

• Managed daily operations including sales, profitability, customer satisfaction, and staffing while working towards a targeted sales goal of $7.0 million annually.

• Performed daily operations including customer service, auditing, and receiving.

• Directly supervised 85 permanent staff members.

• Worked in conjunction with the Merchandise Manager on conceptualizing visual presentations throughout the store.

• Provided administrative support and supervision of shortage responsibilities designed to protect the company’s assets.

• Coordinated the physical inventory process annually—Shortage results achieved: Annual 2005 - 1.41%; Annual 2006 - 0.78%.

Belk Department Store-Charleston, SC 10/01 to 02/05

Area Sales Manager, 10/01 to 02/05

• Managed store and departmental operations including sales, profitability, customer satisfaction, and staffing while working towards a targeted sales goal of $16.0 million annually.

• Directly supervised 12 permanent staff members.

• Coordinated the vast majority of merchandising and visual presentations throughout the department.

• Provided administrative support and supervision of shortage responsibilities designed to protect the company’s assets.

South Carolina Aquarium-Charleston, SC 04/00 to 09/01

Assistant Shop Manager, 04/00 to 09/01

• Co-managed total shop operations including sales, profitability, customer satisfaction and staffing while working towards a targeted sales goal of $4.0 million annually.

• Directly supervised 15 permanent staff members and 30 volunteers.

• Effectively communicated with staff in person and through the Aquarium’s internal communications systems (Email and Outlook).

• Oversaw shortage control responsibilities designed to protect company’s assets.

• Coordinated the physical inventory process bi-annually—Shortage results achieved for the first year of business: Fall 2000 - 0.3%; Spring 2001 - 0.1%.

Education and Training

TRIDENT TECHNICAL COLLEGE-N. CHARLESTON, SC 09/83 to 05/85

Completed 2 years; concentration in electronic engineering technology

Skills: Proficient with Microsoft Word, Excel, Microsoft Outlook, LODE Systems (computerized POS Systems), Lotus iNotes (Web Mail), Peoplesoft, Stein Mart, GAP and Belk Stores Operating and Price Management Systems.

Training: Have completed numerous courses and seminars in customer service, leadership, sales strategies, inventory control, loss prevention, time management and performance assessment. Also concluded many computer courses arranged through previous employers including Outlook Training Classes and a Management Development Program.

References: Available upon request

Contact this candidate