Resourceful and client-focused Customer Service Manager with over 20 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Skills
Customer Satisfaction & Relationship Building
Team Management & Leadership
Cross-Functional Collaboration
Strategic Planning
Visual Merchandising
Inventory Management
QuickBooks Proficient
Budgeting and P&L
Multidisciplinary team leadership
Excellent communication skills
Consultative and relationship selling
Effective Retail Sales Manager
Sales tracking
Rapport and relationship building
Established track record of exceptional sales results
Experience
Sales Manager, 10/2018 to Current Gms – Lexington, KY,
Reinforced consistent selling and operational standards while creating a "customer first" environment through coaching, training and accountability.
Provided information on company promotions and special sales to customers.
Boosted team morale and overall sales volume by creating employee incentive sales contests, to drive growth and development.
Reduced process gaps by hiring, supervising and coaching 12 employees on sales strategies and protocols, optimizing performance, growth and profitability.
Analyzed store repots to optimize performance, take action and give direction based on business trends.
General Manager, 06/2017 to 10/2018 Abh Hospitality Management – San Antonio, TX,
Delivered exceptional client experiences through hands-on leadership of associates and managers.
Analyzed the business through multiple reports and platforms to create and execute clear understanding of plans to maximize sales results.
Directed the planning and implementation of all store processes, visual merchandising, marketing and promotional strategies.
Through leadership, coaching and procedures was able to decrease shrink in 2018 to -$1435 (-0.26) with Inventory sales at $546,070.00 from a -0.28 in 2017 and achieved company GEM Award status.
Awarded Company Diamond status for 2018,as a result of exceeding company fragrance goals of 5% of sales for the year. Store was recognized seven times for achieving company monthly fragrance goals, and increased 3.87% over LY.
Increased Gross Margin YTD by 24.5% to 51.4%.
In 2019 store was 284% to plan and 325%to LY sales. Average Dollar Sales was at $41.55, 129% to company goal of $32.00. With an increase in transactions of 113.5% of LY.
Gift Shop Manager, 10/2015 to 12/2017 Grand View Hospital – Souderton, PA,
I analyzed TAM POS data, customer input, and utilized financial resources to exercise independent judgment and discretion to determine the Open-to-Buy merchandise budget for all three gift shops in a fiscally responsible manner.
Margin has increased by 2.2% or $13,680 during the same time period between 2016 to 2017, providing the Auxiliary with more money to donate back to benefit patient care at Firelands Regional Medical Center.
I utilized all aspects of the TAM POS system for inventory control including the receipt, pricing and assigning of all SKUs for merchandise, to increase the profit margin by reporting damages, shortages, donations and reducing shrink.
I organized and executed the inventory and processing of the data during 2015 and 2016.
Utilized TAM POS analytics and metrics to create annual and monthly sales goals, year-to-year comparisons and profitability of all three shops.
Conducted orientation and training for all volunteer gift shop staff on the POS system, store policies, procedures and daily duties.
Prepared accurate records and reports for the Gift Shop Manager and Department Director to utilize during department presentations (i.e., monthly and yearly sales figures utilizing the Quick Books Pro 2012 system and the TAM Point of Sale system), Paid all department invoices and prepared checks in a timely manner.
Served as a liaison to the Auxiliary, continually cultivating relationships with Auxiliary board members and general members to encourage continual growth and harmony of the organization.
Grew the Auxiliary membership base and increased volunteers and contributions by engaging in public speaking venues, distributing educational pamphlets and increasing social media advertising.
Since 2015, I have attended AmericasMart, wholesale marketplace, in Atlanta, GA and Columbus, Oh to meet with vendors, potential vendors, and to purchase inventory using our Open-to-Buy budget.
Participated in professional organizations, membership in community organizations, and attendance in seminars and district conferences where other gift shop managers/coordinators cultivate professional relationships.
Continually cultivated relationships with vendors as to reduce freight and increase yearly donations, both monetary and in-kind for the support of the Auxiliary’s mission and for the Development Department’s events.
Teller Operations Supervisor, 03/2011 to 06/2012 Teachers Federal Credit Union – Stony Brook, NY,
Using customer feedback resources, designed and implemented best practices to achieve consistent customer satisfaction.
Coached and counseled teller staff to effectively resolve customer issues promptly and courteously.
Motivated staff with creative incentives and strategies to accomplish monthly and quarterly sales goals.
Working with each customer, evaluated financial needs, lifestyles and products available to match the optimum product with personal financial goals.
Nominated three times as Employee of the Quarter for the Credit Union.
Ensured compliance to company policies and government regulations, minimizing controllable loss.
Maintained fiscal responsibility for cash reserves and worked with the Audit Department to ensure compliance to company standards within the branch.
Conducted weekly staff meetings, recognizing outstanding sales and service performances, communicating policy changes, and resolving staff issues.
Assisted clients and anticipated their needs with products that allowed them to reach their financial goals while building a stronger relationship with the Credit Union.
Education and Training
Bachelor of Science: Business Administration, Expected in 2006 Youngstown State University - Youngstown, Ohio GPA:
Performed site visits and analyzed the economic relationship between domestic industrial producers and international supply chain vendors in Cleveland, OH and Istanbul, Turkey.: , Expected in - , GPA:
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School Attended
Youngstown State University
Job Titles Held:
Sales Manager
General Manager
Gift Shop Manager
Teller Operations Supervisor
Degrees
Bachelor of Science
Performed site visits and analyzed the economic relationship between domestic industrial producers and international supply chain vendors in Cleveland, OH and Istanbul, Turkey.
