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Human Resource/Customer Experience Manager Resume Example

Resume Score: 90%

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HUMAN RESOURCE/CUSTOMER EXPERIENCE MANAGER
Summary

Human resources coordination and management professional offering a strong background in employee training and development, new hire orientations and employee relations.

Highlights
  • Hiring and retention
  • Training and development
  • Recruiting
  • Employee relations
  • Personnel records maintenance
  • New hire orientation
  • Exceptional interpersonal skills
  • Benefits administrator
  • Manager coaching and training
  • Human resources audits
  • Organized
  • Detail-oriented
  • Dedicated team player
  • Time management
  • Results-oriented
Experience
Human Resource/Customer Experience ManagerDec 2013 to Current
GAP INC － West Palm Beach, FL
  • Responsible for the recruitment of top talent and the ongoing development of all associates.
  • Facilitate all new hire paperwork and background checks.
  • Conducting new employee orientation and training.
  • Maintain all employees files and I-9 Forms per company policy.
  • Create development and training plans for direct reports
  • Conduct the annual review process for direct reports.
  • Responsible for Loss Prevention Weekly and Monthly Store Self Audits
  • Implemented shortage plan to minimize loss and achieve shrinkage goal (Scored 100% on Corporate Audit, two months after taking over, improved from a Target Shrink Store in 2013)
  • Oversee daily paperwork including budgets, payroll, store fund, customer relations, and employee assistance.
  • Ensure all labor law information is posted and maintained appropriately.
  • Manage the social media aspect for the store (FB, Instagram) to drive customer engagement
  • Organized and set up volunteering projects for the store. Volunteered with local Boys and Girls Club of Palm Beach, provided donations and company matched grants.
Department SupervisorAug 2012 to Dec 2013
Limited Brands － Wellington, FL
  • Provided leadership that drives total store results with specific ownership of an assigned merchandise category.
  • Maximized sales potential by spending 90% of scheduled time on the sales floor.
  • Performed opening/closing store procedures and paperwork that includes managing daily bank deposit, inventory, payroll, and sales projections.
  • Managed complex and competing priorities with time management and organizational skills.
  • Created a customer centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experiences.
  • Demonstrated excellent customer sales lead by performing an average of 8 (2 hour) segments per week.
  • Conducted associate observations and provided feedback and coaching.
  • Analyzed customer experience reports and insights and mobilizing the team accordingly.
  • Strategically planned and performed floorsets to effectively impact and optimize assigned category results.
  • Ensured payroll is managed daily by punch guarding and executing flex worksheet Identifying hiring needs in partnership with sales leadership team.
  • Supported the development and implementation of store strategy to reduce shrink.
Service ManagerJan 2011 to Jul 2012
Wells Fargo － Long Branch Edison Belmar, NJ
  • Managed the teller line to ensure efficient transaction processing Achieved individual and team sales goals each quarter (2011, 2012).
  • Provided excellent customer service (100% survey scores for 2011).
  • Oversaw inquiries and handled more complex transaction and service issues.
  • Delegated and reviewed daily, weekly, and monthly tasks for each teller.
  • Managed the cash vaults and ensured each teller was in compliance with their daily limits at all times (resulting in being on the green report for cash flow while in charge).
  • Responsible for performing Opening/Closing Store Procedures.
  • Responsible for scheduling staff efficiently to maximize resources and achieve goals.
  • Ensured compliance with audit and operational regulations and guidelines (passed two corporate inspections with the scores in 90-96% range).
Store ManagerAug 2009 to Jan 2011
QSR Management － Long Branch, NJ
  • Managed 3 different high volume locations for a franchisee with a range of 6-20 employees.
  • Promoted every 3 months to a higher level stores to implement operations that increase sales and productivity.
  • Increased sales of over 30% within the first couple of months managing the store.
  • Passed corporate inspections with the highest score of 98% within one month of taking over a 40k/week store in the Jersey shore.
  • Provided leadership to team to ensure communication to guests were clear and orders were accurate, served with quality food and beverages.
  • Ensured the restaurant meets food safety, sanitation and cleanliness standards at all times.
  • Planned, identified, communicated, and delegated appropriate responsibilities to team to ensure smooth flow of operations.
  • Build teamwork through effective training, deployment and communication.
  • Provided consistent coaching that drives performance of the team to achieve goals.
  • Managed cash over/short through effective cash control procedures Managed food cost by conducting inventory, ordering effectively, tracking throwaways and minimizing waste.
  • Managed labor by effectively scheduling against projected sales, proper delegation and managing productivity.
  • Ensured all policies and procedures are followed as well as compliance with labor and health laws.
Store ManagerJun 2002 to Dec 2008
LPI Holdings, LLC － Key West, FL
  • Managed daily operations at three high-volume locations with 10-15 staff members Recruited, hired, and trained new staff.
  • Assessed payroll, schedules, salaries, hours, and expenditures Monitored inventory, order supplies, and equipment.
  • Prepared bank deposits and daily sales reports.
  • Evaluated store performance and recommended action plans Investigated and handled customer complaints and support in the resolution of problems.
Education
B.S, International Business/MarketingMay 2009Palm Beach Atlantic University － West Palm Beach, FL

International Business/Marketing

Languages
Fluent in Ukrainian and Russian
Skills

Advanced Technical Skills: Microsoft Outlook, Excel, Word, and PowerPoint.Taleo Enterprise, Personal Management (PM), PeopleSoft, E-Verify. Excellent Organization and follow through skills.

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Resume Overview

Companies Worked For:

  • GAP INC
  • Limited Brands
  • Wells Fargo
  • QSR Management
  • LPI Holdings, LLC

School Attended

  • Palm Beach Atlantic University

Job Titles Held:

  • Human Resource/Customer Experience Manager
  • Department Supervisor
  • Service Manager
  • Store Manager

Degrees

  • B.S , International Business/Marketing May 2009

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