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assistant manager of customer experience resume example with 9 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Resourceful Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Skills
  • Financial Management
  • Business Development
  • Business administration
  • Staff Management
  • Sales and marketing
  • Relationship development
  • Strategic Planning
  • Problem resolution
  • Operational improvement
  • MS Office
  • Team management
Work History
Assistant Manager of Customer Experience, 03/2018 - 10/2020
Seaworld Parks Williamsburg, VA,

-Customer Service & Sales - Modeled and held the team accountable for outstanding customer service, ensuring the customer is always put first. Actively listens to customer issues to resolve problems. Maximized sales and services by ensuring staff is scheduled appropriately.

-Managed and promoted FindMore, credit, rewards and gift card programs in the store. Planned execution of events and credit card acquisition and actively engaged customers to support the company's credit application process.

- General Operations - Supported Omnichannel initiatives by driving in store processes. Responsible for planning and executing of special events. Involved in the review of specific sales reports to reconcile customer transactions. Owned equipment maintenance and training and participated in annual inventory process.

- Talent Acquisition & Training - Responsible for sourcing and screening candidates for hourly positions. Over saw the Talent Tryout process and partnered with the Human Resource Supervisor to schedule and conduct new hire orientation and provide ongoing training to associates. Oversaw all training and coaching on all Omnichannel initiatives, Cashiers, and Fine Jewelry associates to ensure that the teams were driving sales and engaging in strong customer service practices.

- Plays an active role in the training and development of associates; coached in the moment, addressed performance issues and taking immediate action on performance and policy issues on the team. Performance Standards - Consistently met established performance standards; including but not limited to: shrink and safety initiatives, Omnichannel, scheduling efficiency, associate relations, engagement, customer service, profit, productivity, and attendance.

-Overall i was responsible for approximately 90 associates including all cashiers, fine jewelry associates, omni channel associates, and home specialty associates. I also over saw three supervisors and two assistants. My goal was to always maximize and drive sales through exceptional customer service practices. From an associates onboarding/training to their everyday coaching and holding them accountable to productivity standards set forth by the company in order to meet and exceed sales goals.

Assistant Manager of Merchandise and Operations, 09/2017 - 03/2018
JCPenney City, STATE,

- Store Operations – Owned in-stock levels, SET and door to floor processes. Maintained high merchandise presentation standards, actively lead the team in planning and execution of all merchandise and visual elements in the store, including the pricing and signing process. Promoted the company merchandise strategy and identified local opportunities to drive sales. Oversaw efficient and clean recovery process in the store.

- Stockroom & General Operations – Responsible for all stockroom processes, work safety initiatives, facility equipment, repairs and overall building maintenance.

- Oversaw the cash office and owned receiving, shipping and logistics with third party carrier processes.

- Team Development – Partnered with Human Resource Manager to source and hire store talent for hourly positions. Played an active role in the training and development of associates; coached in the moment, addressed performance issues, and partnered with the General Manager on succession planning for the store.

- Performance Standards – Consistently met established performance standards; including but not limited to: shrink and safety initiatives, Omnichannel, scheduling efficiency, associate relations, engagement, customer service, profit, productivity, and attendance.

Merchandise Supervisor, 10/2011 - 09/2017
JCPenney City, STATE,

- Customer Service & Sales – Directed Customer Service and sales activities in store; resolved customer issues and concerns. Modeled and held team accountable for outstanding customer service. Actively listened to customer issues to resolve problems. Maximized sales and service by ensuring staff is scheduled appropriately. Planned execution of events and credit card acquisition. Drove WORTH initiatives by ensuring accurate pricing and signing and store environment

- Store Operations – Managed door to floor unload and prep process and Reviewed Support Workload Tool. Delivered merchandise standards through Put to Fixture, SET, and Visual process execution: Maintained high merchandise presentation standards, actively lead the team in planning and execution of all merchandise and visual elements in the store, including the pricing and signing process. Promoted company merchandise strategy and identified local opportunities to drive sales. Oversaw efficient and clean recovery process in the store.

- Stockroom & General Operations – Responsible for all stockroom processes to include , receiving, shipping, reverse logistics, all Merchandise Transfer Out, Return to Vendor and Return to Warehouse activities. Worked safety initiatives, facility equipment, repairs and overall building maintenance.

-Oversaw the cash office and owned receiving, shipping and logistics with third party carrier processes.

-Managed fitting room and recovery efforts.

- Supervised completion of Cash Office, Managed Defective MTO (DMTO) process and supported the MOD program. Managed shrinkage by delivering inventory accuracy and following cash room standards

Education
Bachelor of Arts: , Expected in 12/2009
-
University of South Florida - Tampa, FL
GPA:
Status -
Master of Arts: School Counseling, Expected in 01/2012
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Argosy University - Tampa, FL,
GPA:
Status -

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Resume Overview

School Attended

  • University of South Florida
  • Argosy University

Job Titles Held:

  • Assistant Manager of Customer Experience
  • Assistant Manager of Merchandise and Operations
  • Merchandise Supervisor

Degrees

  • Bachelor of Arts
  • Master of Arts

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