(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Experienced manager with over 20 years of experience in retail. Excellent reputation for resolving problems and improving customer satisfaction.

  • Conflict resolution
  • Multitasking abilities
  • Written Communication
  • Cultural awareness
  • Collaboration
  • Critical thinking
  • Computer skills
  • Reading comprehension
  • Supervision
  • Verbal and written communication
  • Good telephone etiquette
Thompson High School Pennsylvania, Expected in High School Diploma : - GPA :
Work History
Perkins Restaurants - Service Leader
Des Moines, IA, 08/2018 - Current
  • Resolved customer complaints or problems to decrease escalation issues to corporate.
  • Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
  • Trained service staff on latest policies and procedures.
  • Assigned duties or work schedules to employees for adequate shift coverage.
  • Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
  • Ordered materials, supplies or equipment for special projects.
  • Inspected equipment to maintain proper functioning during peak activity.
  • Evaluated employee performance quarterly and annual reviews.
  • Prepared operational reports or records for annual reviews.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Identified issues, analyzed information and provided solutions to problems.
  • Increased customer satisfaction by resolving quality issues.

Managed team of 25 employees, overseeing hiring, training, and professional growth of employees.

  • Completed safety/shrink audits to ensure compliance with relevant loss prevention regulations.
  • Established open atmosphere for team members and participants to openly communicate thoughts and opinions.
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Positioned as go-to person for up to 25 staff members, troubleshooting complex administrative and training issues promptly.
  • Assisted Assistant Manager with new hire processing and existing training programs.
  • Adhered to rigorous standards for customer service, merchandising and operational safety.
  • Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Essity Aktiebolag (Publ) - Department Manager
Jacksonville, FL, 10/2012 - 05/2018
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Rotated merchandise and displays to feature new products and promotions.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures.
  • Managed overstocking, restocking and inventory control procedures during morning shift.
  • Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Evaluated performance continuously to identify areas in need of improvement and implement strategies to keep team on-track.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Developed empowering employee culture focused on equipping employees to independently meet customer needs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Enforced organizational rules and incorporated policy changes into departments' day-to-day activities.
  • Communicated with managers of other departments to maintain transparency.
  • Implemented strong control and evaluation procedures to maximize departments' work quality.
  • Continuously encouraged all employees within Tools department to present positive, exemplary image to customers through knowledge and friendliness.
Champion Windows - Customer Service Manager
Des Moines, IA, 05/2010 - 02/2012
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Ensured cashiers got breaks/meals in a proper time manner.
  • Trained cashiers on customer interactions and timeliness.
  • Performed audits multiple times daily to ensure accuracy.
Schroders - Specialist
New York, NY, 10/2001 - 01/2010
  • Unloaded arriving product stock and moved to store display areas.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Merchandised new stock to appeal to customers, grab attention and drive sales.
  • Updated pricing and signage to complete product displays and educate customers.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Organized store merchandise racks by size, style and color.
  • Prepared interesting and innovative visual displays to grab customer interest and promote sales.
  • Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products.
  • Educated employees on new merchandise during seasonal workshops.
  • Planned and coordinated product availability for advertising and promotion purposes.
  • Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
  • Completed store opening and closing procedures.
  • Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
  • Trained and mentored new employees.
  • Coordinated store products and conducted inventory counts to maintain merchandise flow.
  • Constructed cardboard and window merchandise displays, organized shelves and racks and maintained clean sales floor to promote visually appealing shopping environment.

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Resume Overview

School Attended

  • Thompson High School

Job Titles Held:

  • Service Leader
  • Department Manager
  • Customer Service Manager
  • Specialist


  • High School Diploma

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