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Summary
Resourceful Assistant Store Manager with more than 20 years experience in sales and retail management. Employs excellent leadership skills and multi-tasking abilities. Broad retail and sales experience with a superbwork ethic.
Experience
Kmart/Sears Holdings Assistant Store Manager
Mattydale, NY
  • Oversee opening/closing operations for a $10 million annual revenue store in compliance with currentcompany policies/procedures.
  • Manage staff of 60+ associates in sales, service and inventory controlRecruit, interview, hire, train, and evaluate personnel.
  • Assign employees to specific duties to best meet the needs of the storeIncrease profits through generating sales utilizing proven merchandising techniques and troubleshootingprofit loss areasEnsure superior customer service by addressing customer concerns, demonstrating empathy and resolvingproblems on the spotGenerate repeat business through exceptional customer serviceAssist other stores in rectifying issues from staffing to merchandising issues.
Daddy's Junky Music January 2001 to January 2006 Manager
  • Multiple locations Reported to the district manager regarding all store and staff issuesInterviewed job candidates and made staffing decisionsHired, trained and evaluated personnelIncreased profits through effective sales training utilizing non-negotiable standards set forth by theFriedman Group.
  • Counted cash drawers and made bank depositsCompleted profit and loss performance reportsConducted store inventories once per quarterAssisted other stores with quarterly inventoriesInstrumental in the apprehension of the Assistant Store Manager of the Rochester, NY location for theft ofmerchandiseRestructured staff in Syracuse, NY to mitigate high shrink and customer service issues.
Staples January 2001 Operations Manager
Watertown, NY
  • Reported to the store manager regarding all store and staff issues.
  • Interviewed job candidates and made staffing decisionsHired, trained and evaluated personnelAssigned employees to specific duties to best meet the needs of the storePlanned and coordinated inventory prep for annual inventory.
  • Counted cash drawers and made bank deposits.
Target January 2000 to January 2001 Executive Team Leader
Saratoga Springs, NY
  • In this position, I collaborated with the Store Team Leader in executing all daily operations of a$25,000,000/yr store.Ensured Softlines presentation met company standardsLed pricing team Led signing teamLed Plan-o-gram and seasonal transition teamsInterviewed job candidates and coordinated mass hiring eventExamined merchandise to verify that it was correctly priced and displayedAssisted other new stores in setup.
McCrory's January 1999 to January 2000 Store Manager
Syracuse, NY
  • Assisted in setup of new store.
  • Interviewed job candidates and made staffing decisionsHired, trained and evaluated personnelManaged staff of 30 associates and 1 assistant managerAssigned employees to specific duties to best meet the needs of the storeReported to the district manager regarding all store and staff issuesCompleted profit and loss performance reportsReordered inventory when it dropped below predetermined levels.Counted cash drawers and made bank deposits.
Skills
Education and Training
State University of New York 1992 B.S: History Potsdam, NY History
Skills
closing, Excellent communication, addressing customer concerns, customer service, forth, hiring, inventory, Team Leader, merchandising, personnel, policies, pricing, problem solver, profit and loss, sales, sales training, staffing, Store Manager
This resume is created in 7 minutes.
Career Overview
Team Leader with a secret clearance bringing over 7 years of experience in audits, special investigations, policy reviews and research and analysis. Areas of expertise include managing multiple projects, overseeing multiple employees and developing high quality products. Knowledgeable of the legislation, regulations, and methods used in contracting; and knowledge of business and industry practices, sources of supply, cost factors, and requirements characteristics. Conducts audits on contract administration including progress payments based on cost/award fee and service contract administration performed by contracting officials; retail operations; inventory; purchase card program; Defense Travel System vouchers and outstanding debt.
Qualifications
  • Excellent public speaking, organizational, leadership, and communication skills 
  • Proficient in MS Office including but not limited to Word, Excel and Power point 
  • Self-motivated
  • Conflict resolution
  • Staff development
  • Team liaison
  • Client assessment and analysis
Accomplishments
  • Charleston Southern University - Charleston, SC Served as the chairwoman of Naval Audit Service Employee Advisory Council.
  • The purpose of the council was to assist management with assessing and improving the agency and morale.
  • Supervised team of two staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved multiple audit issues which led to effective audit results; including closing a poor performing golf course.
Work Experience
Team Leader
January 2010 to Current Naval Audit Service － Washington, DC
  • Supervise two auditors work quality and ensure that they are properly trained.
  • Actively plan, supervise, and execute government operational audits, ensuring compliance with generally accepted audit policies, applicable laws and regulations, and corporate objectives.
  • Work closely with audit team and client, identifying and resolving potential issues.
  • Conduct risk assessments, client interviews, and audit walk-throughs, increasing understanding of audited areas.
  • Compile and present audit findings, recommend controls, and business practice improvements to both client and senior management.
  • Made effective recommendations to improve internal controls which were implemented and duly appreciated.
  • Report to management about asset utilization and audit results, and recommend changes in operations and financial activities that improved processes and procedures and compliance with regulations.
  • Promoted from Junior auditor to Team Leader.
Accounting Intern
February 2009 to June 2009 Buck Management － Charleston, SC
  • Completed daily sales data for five restaurants in order to record monthly sales, cash receipts and discounts in Excel.
  • Calculated credit card disbursements for 12 convenient stores on an Excel Spreadsheet.
  • Entered fuel invoices into Pricebook software system.
  • Created a spreadsheet used to verify that all monthly recurring accounts payable charges are processed, which further enhanced the internal controls for accounts payable system.
  • Sorted and filed accounting paperwork for the department.
Administrative Assistant
July 2007 to September 2007 Bridging the Gap Music Group － Summerville, SC
  • Created an Excel spreadsheet to manage account payable and receivables, which improved the overall efficiency of our accounting department Maked sure that all our clients received personalized quality customer service.
  • Greeted clients and answered a multiline telephone for a fast-paced Limited Liability Corporation (LLC).
  • Prepared clients' portfolios ensuring that contact information and relevant documents were updated.
Bookkeeper/Customer Service Representative
August 2003 to March 2006 Bi-Lo Grocery － Summerville, SC
  • Managed all financial transactions for the store, including but not limited to preparing deposits, reconciliations, and balancing cash registers.
  • Conducted inventory control and new product promotions.
  • Trained and developed new employees on company policies and promotions.
  • Resolved staff and customer conflicts while provided personalized customer service.
  • Promoted from Cashier, to Assistant Bookkeeper/Customer Service Representative.
Education and Training
MBA : Accounting, March 2014 Strayer University － Arlington, VA Accounting 4.0
Bachelor of Science : Business Administration Accounting, May 2009 Business Administration Accounting
Skills
accounting, accounts payable, Bookkeeper, cash receipts, Cashier, cash registers, communication skills, Conflict resolution, credit, Client, clients, Customer Service, senior management, fast, financial, government, inventory control, leadership, Team Leader, Excel, MS Office, Power point, Word, organizational, policies, processes, public speaking, quality, sales, Self-motivated, Spreadsheet, Staff development, telephone
This resume is created in 7 minutes.
Summary

 Highly motivated and skilled program instructor team lead who graciously handles and resolves challenging client issues. Driven to consistently deliver exceptional client support.

Skills
  • Highly organized
  • MS Office proficiency
  • Good judgment
  • Detail Oriented
  • Fast Learner
  • Excellent written and verbal skills
  • Team player
  • Collaborative team player
Work History
Program Instructor/ Team Leader, 05/2014 to Current
 New Gateways Inc – West Bloomfield, MI
  • Observed and monitored client behavior and responses to treatment.
  • Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
  • Led summer day treatment groups and therapeutic activities to teach functional living skills and address behavioral issues.
  • Involved clients' family members in planning social service programs.
  • Supported the annual New Gateways program by preparing worksheets, communication materials and coordinating meetings. 
  • Supported management in developing and implementing personnel policies and procedures.
Underwriter, 11/2018 to 04/2019
 United Shore Financial Services LLC – Pontiac, MI
  • Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
  • Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
  • Supported review and acceptance or denial of new or renewal business.
  • Contributed ideas and offered constructive feedback at weekly sales and training meetings.
  • Followed up with customers on unresolved issues.
  • Identified portfolio risks resulting from the client's underlying business practices, underwriting investigations or fraud exposure.
  • Maintained excellent attendance record, consistently arriving to work on time.
Sales Associate, 06/2009 to 08/2013
 Home Depot – Pontiac, MI
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Trained 5-10 new sales associates each quarter.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Facilitated all new employee orientations to foster a positive team attitude.
Education
Bachelor of Arts: Psychology Childhood and Adolescent Psychology, 2013
 University of Detroit Mercy - Detroit, MI
  • Recipient of Leroy Medlock Memorial Scholarship
  • Coursework in Industrial-Organizational Psychology
  • Coursework in Psychology, Sociology and Communications
This resume is created in 7 minutes.
Professional Summary
Energetic Team Leader who is experienced with all facets of the hiring, training, coaching and development processes and has a genuine passion for motivating others.
Core Competencies
  • Operations Management
  • Customer-focused
  • Task-oriented
  • Business Ethics
  • Technical Support
  • Avaya Software
  • Key Performance Indicators
  • Metrics-oriented
  • Data Analysis
  • Call Care Browser
  • Quality Assurance 
  • Mentorship
Professional Experience
MAPD Team Leader 08/2017 to Current
 Convergys Corporation – Watertown, New York
  •  Deescalates supervisor calls regarding volatile customer situations calmly and courteously
  • Oversee call center employees to ensure customer satisfaction goals were consistently met
  • Analyze call volume and average call time to monitor Customer Service Representative performance and productivity
  • Prepare reports and communication for senior management
MAPD Agent 04/2016 to 08/2017
 Convergys Corporation – Watertown, New York
  • Met or exceeded service and quality standards every review period
  • Shared best practices for sales and customer service with other team members to help improve the contract's efficiency
  • Addressed and resolved customer product complaints empathetically and professionally
  • Initiated operations improvements to improve overall call center productivity
PDP Agent 02/2016 to 08/2016
 Convergys Corporation – Watertown, New York
  • Completed daily inbound and outbound calls to comprehensively solve and address customer concerns
  • Regularly provided floor support to agents and assisted with system troubleshooting
  • Led on-the-job training initiatives and served as main point-of-contact for new agents
  • Compiled and distributed training materials to assist teammates with day-to-day operations goals
Direct TV Team Leader 08/2015 to 04/2016
 Convergys Corporation – Watertown, New York
  • Supervised a team of 10-15  associates
  • Reduced employee turnover by providing individualized feedback and encouragement
  • Led corporate initiatives such as identifying and maintaining key performance indicators
  • Spearheaded daily power-hour sessions to encourage company morale
  • Completed (number) of performance reviews per month, offering praise and recommendations for improvement
Direct TV Agent 12/2014 to 08/2015
 Convergys Corporation – Watertown, New York


  • Answered a constant flow of customer calls with up to [Number] calls in queue per minute
  • Educated customers about the brand to incite excitement about the company's mission and values
  • Mentored new agents to contribute to the company's positive culture
  • Determined customer needs by asking relevant questions and listening actively to the responses
Education
Bachelor of Science: Molecular Science 2012 Clarkson University - Potsdam, NY

  • Continued Education in Business Administration: (dates/year - dates/year)

 Master's Level Coursework In: Corporate Ethics, Financial Statement Analysis, Principles of Microeconomics, Supply Chain Management, Operations Management, Managerial Economics, Marketing for Management
Achievements
  • Top Alumni Relations Salesman Award 4 years in a row - raised over $250,000 in alumni support, (dates/years); Employee of the Year Award, (year); Extra Mile Award, (year)

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