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Professional Summary

A hardworking leader with over 10 + years' experience in customer service, project management, marketing skills. Gifted at lead generation and efficiently resolving customer issues. Engaging and personable with the ability to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer service.

Skills
  • E-Commerce Digital Management
  • Project Management
  • Strategic Planning
  • Effective Leadership
  • Problem Solving
  • Relationship Building
  • Account Management
  • Digital Marketing
Work History
Account Manager, 09/2017 to 05/2019
Ansira Partners Inc. St Louis, MO

Ansira is a leading marketing technology and services firm that helps brands orchestrate, personalize and contextualize customer engagements to drive superior business results through data.

  • Built strong client relationships and provided high value-adding services, resulting in an increase in company market share increase.
  • Worked with IT-dev, email campaign managers, designers, UX team and production teams to create high-quality and brand-specific marketing campaigns including media and email.
  • Collaborated with various agency partners, external and internal stakeholders to create, track & optimize KPIs/Performance Analytics for assigned functional area with various eCommerce outlets and email teams.
  • Created various marketing/communications strategies for various client vendors to increase sales. Helped clients negotiate vendor. terms. Worked directly with Amazon, Chewy and Adopt-A-Pet vendors.
  • Closely partnered with a remote team to identify strengths and areas of opportunity to enhance internally, provide both positive and constructive feedback, and establish career goals and training opportunities to ensure that personnel are focused and motivated to reach the next level.
Marketing Manager, 05/2015 to 01/2017
Cohen Equities Lake Saint Louis, MO
    Real Estate investing company covering a wide variety of properties in over 30 states. Primary area of focus The Meadows at Lake Saint Louis.
  • Partnered with the city and other neighboring communites to offer resources that were beneficial to the community and brands. Increased annual revenue by 43% within one year based on innovative community programs and events
  • Developed and presented creative sales tools, including presentations, trend reports, kitted assets, and product data sheets to business owners and C- Level executives.
  • Spearheaded and managed $3.5M budget by implementing strategic and robust marketing advertising plans using mass media, digital media, and out of home broadcast.
  • Managed email campaigns from 100 subscribers to 12K subscribers within on year. Increased open rate of 5% YOY and click through rate of 12% YOY. Email specific messaging around building awareness about retail promotions, products and various brands.
  • Managed and lead a team of volunteers, support staff, and 11 direct reports.
  • Managed content strategy, SEO campaigns, and SEM campaigns to increase sales by 3%.
  • Boosted retail conversion rates by 9% through innovative email marketing campaigns, direct mail campaigns and landing page optimization.
Marketing Manager, 01/2013 to 05/2015
Save A Lot Earth City, MO
    Private label supermarket chain with over 1,500 retail locations.
  • Managed independent retailers located in the mid-west territory by creating marketing plans to help increase sales transactions, foot traffic and website traffic.
  • Developed, monitored and analyzed sales data and key marketing metrics to help produce strong marketing and retailer support content.
  • Managed and led marketing projects while coordinating with internal and third party vendors to create effective marketing campaigns that increased the customers average spend by an additional $2.00 per transaction. 
  • Managed business relationships with franchise owners, third party and internal external vendors.
  • Managed and executed direct mail and email marketing campaigns to build brand awareness and enhance the customer experience. 
  • Worked directly with C-Level executives to open an additional 13 stores throughout the east and west coast.
Business Process Improvement, Manager, 08/2008 to 08/2012
U.S.Cellular Chicago, IL
    Fifth largest regional wireless carrier with territories serving 4.9M customers in 426 markets. Held multiple leadership positions within the company.
  • Increased annual revenue by 30% by making recommendations to improve efficiency while streamlining the users experience and enhancing the customers experience
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Managed work flow to exceed quality service goals.
  • Strengthened company's business by leading implementation of an Avaya VOIP telephony system.
  • Trained, coached and mentored staff to ensure smooth adoption of all new programs. Managed 12 direct reports. Trained 4 large group leadership and development classes. Mentored over 20 associates and peers.
Brand Ambassador, 12/2005 to 08/2008
U.S.M.P. Marketing Agency Atlanta, GA
Marketing agency with an emphasizes on promotional marketing.
  • Developed new business opportunities by effectively communicating product lines to leading international corporations.
  • Managed a portfolio of 150 beverage accounts totaling $1.5Min sales.
  • Organized joint sales calls with current customers and outside vendors.
  • Consistently exceeded monthly sales goals by more than 12% by generating new leads and expanding the prospect list.
Education
Bachelor of Arts: Sociology, 2005
Northern Illinois University - Dekalb, IL
  • Emphasis in human behavior.
Master of Science: Business Management, 2012
Benedictine University - Lisle, IL
  • Continuing education in consumer behavior and psychographics.
Technical Skills
  • Digital Marketing 
  • Brand Management 
  • Project Management
  • Strategic Connections
  • Market Analysis
  • E-Commerce Digital Marketing
  • Project Management 
  • Client Account Management
Certifications

Project Management Certification, Depaul University

Building Effective Teams

Strategic Leadership, Depaul University

Customer Value Optimization Specialist

Social Media and Community Specialist

Volunteer

Boys & Girls Club, Chicago, 2011- Present

Metro East Women Professional Marketing, 2012-Present

UMSL Midwest Digital Marketing Conference Support Team, 2016- Present

This resume is created in 7 minutes.
Professional Summary

Exceptional Operations Manager/General Manager focused on maximizing and cultivating a strong community experience.  Versatile and innovative management professional skilled at seeing the “big picture” while still focusing on the details. Experienced in business development and excels at streamlining operations to decrease costs and promote organizational efficiency. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.

Skills
  • Strong interpersonal skills
  • Excellent verbal and written communication skills
  • Recruitment and talent development
  • AMGA CWI certified
  • CPR and AED certified
  • Multi-facility operations management
  • Project planning, development & management
  • Budgeting and forecasting
  • Natural leader
  • Risk management
  • Results-oriented
  • Complex problem solving
  • Flexible thinker
  • Contract management
  • 15 years climbing experience
  • Budgeting and finance
  • Strategic planning
  • Business License management
  • Wavier and Legal documents management.
  • Construction & Project Management
Work History
Operations Manager 12/2016 to 05/2019
Edgeworks Climbing Tacoma, WA
  • Developed an extensive operating system of roles & responsibilities, standards operating procedures, core values and communication standards for every aspect of Edgeworks.
  • Project manager and designer for major expansion and renovation including architectural design, climbing wall design and construction management. Finished the project early and under budget. 
  • Managed 50+ staff. Responsibilities including annual budgeting for all departments, payroll, hiring, firing and other HR aspects, building community relationship and managing the customer experience. 
Operations Manager 01/2013 to 01/2016
Brooklyn Boulders Somerville, MA
  • Managed a 40,000 square foot state of the art life-style fitness facility employing 60+ team members.
  • Developed standard operation procedures (SOP) for 3 locations and over 150 employee's. 
  • Managed & developed multi-facility Scheduling, Training, Facility Operations/Maintenance and Payroll.
Hardlines Manager 03/2010 to 04/2013
Sports Authority Manchester, NH
  • Managed retail sales, service, and displays. 
  • Interacted with customers to insure that personalized customer experience and sales were given. 
  • Traveled cross facility to train employees. 
T.A. Teaching Assistant 07/2008 to 05/2011
New Hampshire Institute of Technology Concord, NH
  • Planned, implemented, monitored, and assessed a classroom instructional program for Architectural Design Studio 1 classes. 
  • Awarded Outstanding T.A. 2009, 2010, 2011.
Manager 05/2004 to 12/2009
Aiguille Rock Climbing Center Longwood, FL
  • Membership sales and management
  • Indoor/Outdoor climbing instructor
  • Route setter
Education
Associate of Science: Architectural Engineering Technology 2011 New Hampshire Institute of Technology - Concord, NH
  • Named project manager for class design project that eventually lead the the Federal and state funding of the project.
  • President of the Architectural Engineering Club 
  • Founder of the Tennis Club 
This resume is created in 7 minutes.
Summary

Reliable Store Manager, who quickly learns and masters new concepts and skills. Passionate about helping customers and creating an amazing customer experience. Management experience and exceptional people skills. Versed in customer service, team management, loss prevention, accounts payable/receivable, P & L and human resources, with over 18 years management experience and more than 5 as Store Manager.

Key Skills
  • Store operations
  • Strong communication skills
  • Personnel training and development
  • Recruiting and interviewing
  • Inventory control procedures
  • Time management
  • Detail-oriented
  • Employee scheduling and optimization
Experience
Store Manager 05/2018 to 06/2019 Rue21 Johnson City, New York

Provided excellent customer service and adhered to all standard practices, resulting in maximized sales and minimized shrinkage.
Interviewed, hired, supervised and trained several associates and managers

Achieved sales quota by social media and brand marketing

Increased profits 7% by restructuring store layouts, enabling more efficient inventory management, financial planning and sales performance metric analysis

Addressed customer inquiries and resolved complaints

Oversaw inventory management to minimize waste

Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties

Updated store pricing, signage and merchandising based on current promotions

Oversaw budgetary matters, including scheduling and purchases

Oversaw daily cash register operations and cash management

Arranged inventory in rotation from oldest to newest, ensuring customers received fresh stock

Determined staff promotions and demotions, and terminated employees when necessary

Resolved customer problems by investigating issues, answering questions and building rapport

Created attractive store displays to generate customer interest

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service

Minimized financial discrepancies by accurately controlling monthly operations budget

Maintained and trained team in safety procedures

Delegated work to employees based on shift requirements, individual strengths and unique training

Trained all new managers on store procedures and policies

Oversaw inventory tracking, management and physical inventory counts

Managed store appearance, including merchandising and displays, signage, decorations and cleaning

Created and delivered weekly schedule assignments to staff members in a timely manner

Store Manager 12/2013 to 01/2019 Destination Maternity Johnson City, New York

Successfully run and grow store business, promoting brand and company objectives, while achieving key KPIs.

Turned store from a target inventory to well within company standards.

Manage team for growth, training and instruction.

Build and retain productive team by networking, interviewing and hiring highly qualified individuals.

Coach and counsel team members.

Maintained clienteling to drive business.

Received numerous accolades for customer service.

Top store for various contests in denim, knits and bra sales.

Store operations to track daily personal and store performance against company controllables.

Coordinate staffing needs and schedule optimization.

Manage and run inventory, working with DM and loss prevention.

Train and empower team members in exceptional customer service.

Maintain visual excellence.


Left as Store Manager in June 2018 and stayed as a sales associate until store closing.

Manager 05/2012 to 11/2013 Scrubs Express Vestal, New York
Ran privately owned nursing scrubs store.
Worked with other manager and store owner to keep store staffed, stocked and the business growing.
Handled orders from small practices to large corporations.
Reached out to potential clients to make new accounts and grow business.
Added all new merchandise into computer program.
Placed merchandise orders with more than 6 vendors and processed payments on receipt.
Made Microsoft Excel spreadsheets to track payments in payroll deductions.
Team Leader 07/2000 to 07/2011 Target Vestal, New York
Directed and supervised employees engaged in store visuals, stocking and sales.
Determined staff promotions and reviews, and terminated employees when necessary.
Coordinated remodel teams to run 24 hours to maintain seamless progress.
Managed team in size from 6-60.
Managed departments or areas including: Women's, Children's, HBA, Food Service, Front End, Toys, Logistics and Remodel
Schedule for department, sales floor and logistics.
Responsible for product and signing visuals within department, as well as promotional signing throughout store.
Counted and balanced 22 registers.
Train and empower team to give exceptional customer service.
Education
Associate of Applied Science: Applied Sciences Broome Community College Binghamton, New York, USA
This resume is created in 7 minutes.
Professional Summary

As an experienced professional I am looking to Grow with a new career opportunity. I am a Dynamic Contact Center Director /Manager who leads diverse teams to achieve company goals. My management style is effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. I am a Ambitious Client Services Manager with more than 20 years of experience managing complex implementation/ restructuring projects and driving productivity improvement. I bring extensive call center experience inbound, outbound /sales and blended environments.

My salary expectations are definitely negotiable and I am eager to meet with you as soon as possible.

Skills
  • Extensive experience in client success call center management and department implementation
  • Current on customer service industry management and training techniques
  • Knowledgeable with BPO HTTP SEO as well as most industry standard CRM systems
  • Process improvement specialist
  • Employee recruitment, hiring, training and office management
  • Experienced with forecasting, budget adherence, implementation and business analysis
  • Customer Relationship Management Software (CRM) Sales Force Avaya Help Scout
  • SAP and ERP system knowledge
Work History
Business Development/ Call Center Manager , 02/2019 to 05/2019
Camping World /Gander Oakwood , GA
  • Supported customers continuously from sales process to product set-up and use
  • Implemented marketing and sales campaigns to effectively increase Call Center Sales Initiatives
  • Supported agents by managing calls quality /scripts/ metrics efficiently while maintaining professionalism and upbeat tone
  • Developed team communications and information
  • Determined quality assurance benchmarks and set standards for improvement
  • Developed quality employees within call center to take over leadership positions
  • Established and oversaw performance targets for call center associates
Business Development Manager (Currently), 02/2018 to 05/2019
AutoNation Toyota Mall of Georgia Buford, GA

Hire Train and Manage a team of 25 Employees servicing 16 AutoNation Dealerships. 

Call center environment with emphasis on developing new business as well as assisting clients with service inquiries .

Complete and distribute reports for each location, implement/ restructure procedures on how business was

booked with each dealership.

Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain

client retention standards.

Investigate and resolve customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up dept. team leaders.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service

goals.

Collaborated with peers in other company departments including marketing and sales.

Reached out to Dealership Service Managers via telephone, email and in-person inquiries.

Devised effective marketing, sales and other promotional initiatives.

Call Center/Office Manager, 08/2013 to 10/2017
Siligga Inc



  • Managed a Team of 10 Quality Assurance Team Leaders / up to 100 Contact Center Agents.
  • Maintained and negotiate the claims process acting as a Liaison between the Company, AND Social Security.
  •  Monitored various CRM and operational databases with statistical data for the purposes of adherence to compliance standards with the Dept of Social Security contractual regulations.
  • Determine what CRM Software was the best fit for our departmental needs.
  • Recruit and screen potential CSI Representatives. Train new hires on the company software and other systems as required.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Developed core data based training. Phone system experience including Avaya,  Salesforce, Constant Contacts 5/9,Arise etc. Familiar with BPO /CRM industry standards
  • Complete and submit quarterly and annual statistical Medicaid audit information for budget reporting and review.
  • Complete and distribute monthly quarterly and annual client reports for state of Missouri /Georgia for Medicaid transportation.
  • Evaluates work/project requests to determine feasibility (cost/benefits analysis) and appropriate department resourcing. Ensures work and projects are completed within schedules and budgets and takes corrective actions, as needed.
  • Identified and escalated issues related to budgetary compliance in relation to expenditures. Coordinates communications between functional areas/ departments and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications.
Travel Operations Manager / Call Center Manager , 07/2007 to 08/2013
Elite Upscale Travel and Events International
  • Hire ,Manage and Train a Team of 50 International Call Center agents in 3 Countries. 
  • Familiar with Customs and Immigration Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Coordinated cruises, trains and flights based on cost efficiency time of travel and client requirements to enhance client experience and satisfaction.
  • Utilized multiple software systems to identify the most cost-effective travel accommodations for clients.
  • Maintained client profiles and ensured special requests and reward program information was up-to-date and included in travel planning.
  • Established and oversaw performance targets for call center associates.
Call Center/ Office Manager , 04/1997 to 07/2007
Environ-test Gateway Clean Air


  • Hire Train and Manage team of Call center Agents
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Developed the training materials and bi weekly one on one training and incentive based performance reviews
  • Implemented operational standards for the call center quality assurance and satellite testing locations for the State of Missouri Emissions Department
  • Investigate and expedite customer complaints and generate follow up correspondence while developing solutions to client specific data and service needs
  • Adherence to Departmental budgets and statistical standards
  • Document preparation for Illinois and Missouri of Department of Natural Resources for business analysis purposes
  • Investigated customer complaints and generate follow up correspondence while developing solutions to client specific data and service needs
  • Devised and published metrics to measure the organization\'s success in delivering world class customer service.
Customer Experience Regional Manager, 04/2019 to Current
Camping World Holdings Inc./ Gander Oakwood, GA
  • Gained customer acceptance by demonstrating cost reductions and operations improvements in response to Regional Customer Social Media Reviews
  • Recommended changes, improvements or deletions in service according to customer feedback
  • Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond
  • Monitored social media and online sources for industry trends
  • Developed team communications and information for Social Media Review meetings
  • Managed quality assurance program including on site evaluations, internal audits and customer surveys
Collections Manager, 07/1997 to 08/2016
Lincoln Financial (Part Time)
  • Furniture Account Collections Managed a team of 20 agents in a call center environment. 
  • Directed day-to-day collections functions, including recruiting, training and developing high-performing teams.
  • Negotiated with accountholders to devise repayment plans and minimize collections receivables.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.