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Professional Summary

supervisor with expertise in delivering support services and resolving customer complaints. Trained in Service Excellence

Customer service professional seeking a management role. Skilled in training staff and establishing rapport with customers . Self-motivated with exceptional communication and processes, timing , personalise customer service environments.

Qualified supervisor with 3 years in fast-paced customer service . Personable and professional under pressure.

Motivated customer service specialist with over 6 years retail experience in a fast-paced, team-based environment.

supervisor / Senior Team Leader excelling at customer satisfaction and retention. Flexible and hardworking in deadline-driven environments.

Skills
  • Creative problem solver
  • Strong client relations
  • Shipping and receiving professional
  • Exceptional communication skills
  • Trusted key holder
  • Senior Team Leader/ Floor manger
  • cash handling
  • Quick learner
  • Training development aptitude
  • multiple languages ( Mandarin/Cantonese/English)
  • handling complaint
  • customer service
  • Good communication
  • team work
  • ideas for improvement
Work History
Senior Team Leader/ Gaming Manager 09/2009 to Current
Campsie Rsl Campsie , NSW



  • Provided an elevated customer experience to generate customer service
  • Answered product questions with up-to-date knowledge of what's on the day and promotions
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays
  • Conversations and engagement as look for the opportunities to build relationship get to your customers and have better conversation with your customers
  • Positive way and good auttitude
TEAM LEADER/ FLOOR MANAGER 03/2014 to 09/2016
CLUB BELMORE BELMROE, NSW


  • taking responsibility for the higher level of service delivery to pride the job and the role in the organisation
  • Handling Complaints
  • Consistent the right way to provide the customer service
  • Confident skills
  • creative to be the best
Education
High School Diploma 02/2008 UNIWORLD HIGH SCHOOL COLLEGE - SYDNEY
CERTIDFICATE IV IN BUSINESS ( MARKETING ): BUSINESS MANAGEMENT 11/2009 UNIWORLD BUSINESS COLLEGE - SYDNEY
DIPLOMA OF MANAGEMENT: BUSINESS MANAGEMENT 08/2011 MAGILL COLLEGE PTY LTD - SYDNEY
ADVANCED DIPLOMA OF MANAGEMENT : BUSINESS MANAGEMENT 04/2012 MAGILL COLLEGE PTY LTD - SYDNEY
  • Completed Advanced Customer Service training

CERTIFICATE II IN HOSPITALITY : CUSTOMER SERVICE 09/2010 TRAINING COURSE PROFESSIONALS - SYDNEY
  • Completed Advanced Customer Service training

CERTIFICATE OF PARTICIPATION : CUSTOMER SERVICE TRAINING 03/2011 ONLINE BARRINGTON
PROVIDE RSA SERVICE : CUSTOMER SERVICE 06/2012 BARRINGTON TRAINING SERVICE - ONLINE
PROVIDE RCG SERVICE : CUSTOMER SERVICE 06/2012 BARRINGTON TRAINING SERVICE - ONLINE
CONDUCT ONLINE TRANSACTIONS : CUSTOMER SERVICE 01/2015 TABCORP TRAINING PTY LTD - ONLINE
EMPLOYEE OF THE MONTH CERTIFICATE : AWARDED BY THE EMPLYER 2013 CAMPSIE RSL - CAMPSIE
LEADERSHIP/MANAGEMENT COURSE 2018 CHP School of Hospitality - Hurlstone Park, NSW

- Manage Budgets and Financial Plans course

- Lead and manage effective workplace relationships course

-Manage Personal work priorities and professional development course

- Manage Workplace Diversity course

- Manager people Performance

- Manage Risk course

UNLV – Australian Club Managers Executive Program 2018 2018 University of Nevada, Las Vegas - Las Vegas, NV
This resume is created in 7 minutes.
Summary
I take pride in my work and my attention to detail, I can work alone and thrive within a team; my attitude is positive and enthusiastic. I have taken on numerous challenging and rewarding positions in the past in multiple industries including but not limited to extensive administration, personal assistant, property and maintenance manager and accounting. Completing tasks including preparation of legal documentation and extensive human resources, administration including but not limited to auditing records, precision data entry and accounting (both general and trust accounts). I believe this experience as well as my natural drive to succeed, eagerness to learn and enhance my skill will make me a positive addition to your team. 
Skills
  • Certified Property Manager (CPM)
  • Maintenance knowledge
  • Complex problem solving
  • Adaptable
  • Team building
  • Tenant and eviction laws
  • Exceptional oral and written communication skills
  • Financial budgeting and reporting
  • Attention to detail
  • Filing and data archiving
Work History
Employment specialist Mar 2017 - Current
Neato Employment Services Emerald QLD
  •  Employment specialist
  • Conducted employment verification's and investigations.
  • Built a comprehensive employee recruiting strategy.
  • Developed and enforced company policy and procedures relating to all phases of human resources activity.
  • Developed and enforced company policy and procedures relating to all phases of human resources activity.
  • Resolved employment-related disputes through proactive communication.
  • Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.
Property Manager Jan 2015 - Jan 2016
Hall & Co Property Mackay Mackay QLD
  • General administrative duties.
  • Maintenance manager; liaising with trades people, diagnosing works required, paying invoices & scheduling jobs.
  • Accounting and trust reconciliation and disbursements.
  • Entering and amending legal contracts (rental and sales).
  • End of month and mid month payments for staff and clients.
  • Journalising of outgoings and ingoings for landlords and contractors.
  • Competent with Console.
  • RTA bond lodgements and refunds.
  • Advertising and marketing updates.
  • Court appearances and document preparations.
  • Fuel reconciliation and petty cash.
  • Completed final move-out walk-throughs for tenants
  • Introduced and monitored effective lease renewal programs.
  • Carefully screened applicants for tenancy.
  • Analyzed and evaluated monthly and quarterly financial statements.
  • Verified that all customer complaints were handled promptly and appropriately.
  • Trained and motivated leasing staff during bi-monthly trainings.
  • Communicated effectively with owners, residents and on-site associates.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Evaluated and recommended changes in rental pricing strategies.
Bar staff & Waitress Jan 2015
The Irish Village Emerald QLD
  • Demonstrated genuine hospitality while greeting and establishing rapport with guests.
  • Maintained updated knowledge of all menu items, specials, liquor brands, beers and non-alcoholic selections.
  • Expertly prepared both alcoholic and non-alcoholic beverages using correct techniques, liquid measurements and garnishes.
  • Effectively and calmly resolved situations with intoxicated guests.
  • Carefully followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
  • Completed regular bar inventories and daily requisition sheets as requested.
Property Manager Jan 2014 - Jan 2015
Emerald Real Estate Emerald QLD
  • General administrative duties
  • Maintenance manager; liaising with trades people, diagnosing works required, paying invoices & scheduling jobs.
  • Accounting and trust reconciliation and disbursements.
  • Entering and amending legal contracts (rental and sales).
  • End of month and mid month payments for staff and clients.
  • Journalising of outgoings and ingoings for landlords and contractors.
  • Competent with Console.
  • RTA bond lodgements and refunds.
  • Advertising and marketing updates.
  • Court appearances and document preparations.
  • Fuel reconciliation and petty cash.
  • Completed final move-out walk-throughs for tenants
  • Introduced and monitored effective lease renewal programs.
  • Carefully screened applicants for tenancy.
  • Analyzed and evaluated monthly and quarterly financial statements.
  • Verified that all customer complaints were handled promptly and appropriately.
  • Trained and motivated leasing staff during bi-monthly trainings.
  • Communicated effectively with owners, residents and on-site associates.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Evaluated and recommended changes in rental pricing strategies.
Marketing and logistics Jan 2013 - Jan 2014
2PH Farms
  • Quality control.
  • Administrative duties including but not limited to payroll, purchase orders.
  • Accounting; budget reports and financial audits.
  • Supervise labour.
  • International and national customer liaisons.
  • Import and export documentation.
  • Personal assistant to owner/ operator.
  • Quality control.
  • Human resources and induction/ training 
  • Composed and drafted all outgoing correspondence and reports for managers.
  • Negotiated pricing with vendors regarding wholesale billing and marketing procedures.
  • Processed accounts receivable and accounts payable.
  • Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies and reconciliations.
Sales Representative Jan 2013 - Jan 2013
  • Reporting to mine sites to ensure stock levels were maintained.
  • Uphold occupational Health & Safety.
  • Taking part in Sales Events and maintain relationships with suppliers.
  • Customer satisfaction, travelling to customers within our region, dealing with complaints and improving customer liaisons.
  • Cold calling, general administration.
  • Wholesaling and invoicing Telstra Store Moranbah and Beenleigh QLD.
Assistant Store Manager, Floor Manager and Sales Manager Jan 2010 - Jan 2013
Telstra QLD
  • Administration and stock take.
  • Motivational team building and tracking KPI sales.
  • Obtaining bronze, silver and gold sales achievements.
  • Consistent top of sales, multiple employee of the month recognitions.
  • Business accredited (filled Business solutions specialist position)..
  • Planned and led training sessions to promote sales team professional development and sales goal reinforcement.
  • Consistently hit and exceeded sales goals by 20%.
  • Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects.
Education
Diploma of Paramedic Science: Current
CQU Emerald QLD
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Summary
Hard-working, driven, and enthusiastic. Bachelor's Degree in Economics with an emphasis on Business Management. Over ten years of leadership and upper management experience. Possesses the ability to be a team member, and motivator. Excellent Customer Service with a wide variety of experience, extensively within the hospitality industry. Capable, unflappable, and willing to tackle any project no matter how big.
Skills
  • Project Management
  • Problem Solving
  • Business Management 
  • Estimating
  • Event Management
  • Negotiation
  • Logistics
  • Sales & Marketing
  • P&L
  • SOP Creation
  • Operations
  • Process Improvement
  • POS Programming 
  • Payroll
  • Employee Training & Development
  • Leader and Motivator
  • Customer Service/Hospitality
Experience
12/2016 to Current
Director of Projects Nichols Display Group, Inc. Wheeling, IL
10/2014 to 08/2015
General Manager Whirlyball Chicago- Entertainment Complex and Restaurant Chicago, IL
09/2013 to 08/2014
Senior Floor Manager Kings Bowl America-Entertainment Complex and Restaurant Rosemont, IL
06/2010 to 09/2013
Assistant Regional Manager Parking Company of America Milwaukee, WI
04/2008 to 06/2010
General Manager Envy Nightclub and Lounge Bar Milwaukee, WI
Education and Training
2012
Russian Language and Culture Delta Intercontact Language School Tver Russia
2009
Bachelor of Arts: Economics with emphasis on Business Management University of Wisconsin-Milwaukee Milwaukee, WI
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Career Summary
Top performing Retail Manager with expertise in sales, customer service, Training and people development.  Passion for the retail industry is the drive for her success.  Motivated manager with over 22 years of experience in industry with established record of increasing revenues year over year.  Leadership approach that is positive, warm and people-centered.
Areas of Expertise
  • Project Management
  • Talent Acquisition
  • Merchandising
  • Sales Report Analysis
  • Strategic Planning
  • Coaching 
  • Retail Inventory Management
  • Client Acquisition 
  • Business Recovery and Sustainability
  • Staff Training and Development
  • Conflict Resolution Skills 
Professional Experience and Achievements
02/2016 to Current
General Manager Crate and Barrel NY, NY
  • Lead team to deliver results by exceeding Key Performance Indicators such as Conversion and Sales over Traffic by 9%
  • Led five new initiatives within a year and delivered adoption of new processes 
  • Act as Brand Ambassador through partnerships with the "Knot" for wedding registries and supported partnerships with medium such as the Met Magazine   
  • Lead a team of 6 assistant managers, 12 team leaders and a staff of 130 employees
  • Demonstrated ability to work with others, build relationships and promote company messaging
  • Supervise and mentor operations manager to ensure inventory and facilities management
  • Supervise and mentor Visuals Manager promoting brand vision and sales per square foot
  • Supervise and mentor Sales Manager enhancing productivity and leading to "best in class" customer service and sales
  • Conduct scheduling and payroll management that in 2016 resulted in an additional $2M to bottom line
05/2014 to 01/2016
Area/District Trainer Crate and Barrel NY, NY
  • Collaborated with network of Area and Regional Trainers to develop and implement company-wide training program ensuring consistency and standardization throughout stores
  • Facilitated Leadership training throughout the region to ensure accurate and efficient performance of store leaders 
  • Collaborated with Human Resources Director to facilitate coaching and corrective action training resulting in improved associate performance and retention.
  • Facilitated product, sales and operations training in stores to support store leadership and grow associate knowledge.
  • Conducted weekly store observation visits and reviewed data for proper assessment. 
  • Executed successful training of newly launched initiatives from corporate resulting in great adoption. 
  • Liaison for Corporate training department and stores for feedback.  
08/2012 to 04/2014
General Manager Crate and Barrel Manhasset/NYC, NY
  • Managed both housewares and furniture businesses, leading store through structure change, creating  unified team to deliver best in class service and one-stop shop opportunity for customers
  • Led team through challenging transition by rebuilding staff confidence thus maintaining associate engagement and commitment
05/2009 to 07/2012
Store Manager Crate and Barrel King Of Prussia, PA
  • Managed high-volume store showing an increase in sales year over year beating budget in 2011 by $1M, ending the year at over $11M 
  • Collaborated with furniture store manager for a one-store selling approach, creating an improved customer shopping experience, increasing average transaction value and units per transaction
07/2007 to 05/2009
Store Manager Housewares Crate and Barrel Cherry Hill, NJ
  • Led successful launch of new store location creating increased sales of $4M and widening new customer base
  • Recruited talent and developed personnel with focus on connecting to community which in turn supported brand awareness in new market
  • Partnered with Corporate Store Operations team for strategic planning of expansion in new market resulting in one of company's most successful store openings
  • Implemented inventory strategy that supported consistent sales and reduced inefficiencies in merchandising by 90%   
  • Led new housewares store to produce sales revenue of over $5M, exceeding budget goals within one year of launch
01/2004 to 07/2007
Assistant Manager Housewares Crate and Barrel NYC/King Of Prussia, NY/PA
  • Directed NYC flagship location with a focus on building a  team of experts to increase gift registry business; making an impact in  NY market and recognized as best in registry business by TV shows such as The View  
  • Directed and supervised a team of 8 managers to deliver top results and achieved above budget goal year over year 
  • Supervised bi-annual inventory process; reaching shrink goals five times from 2004 to 2007 
  • Honored as top performing Asst. Manager in the NY Metro Region
  • Supported Store Manager in re-establishing employee coaching and development; creating significant turnaround in associate engagement within six months 
  • Developed leaders for other store locations, promoted entry-level managers to higher positions which resulted in expanded company bench 
02/2000 to 12/2004
Floor Manager Crate and Barrel New York
  • Directed store during difficult time in retail, post 9/11, by elevating staff morale and maintaining stable revenues, using expert communication,team building and problem solving skills
  • Recognized by management for effective coaching and leadership; tasked with training and developing new hires for new store launch
  • Developed and evaluated sales associates creating a confident and skilled staff with impressive longevity
  • Coached and supervised 12-person merchandising team to perform design and display tasks which elevated store's image while creating an exceptional shopping experience for customers
07/1999 to 01/2000
Manager Trainee Crate and Barrel NY
  • Ran the Kitchen Department leading its success as top selling department of the Housewares division
  • Managed a small team of associates focusing on product knowledge and store operation training, creating a sales force that enhanced customer confidence in brand
  • Implemented department's merchandising policies consistently and effectively executing company vision  
  • Maintained balanced inventory ensuring consistent sales and reducing missed opportunities by 90% 
Education and Training
Psychology Stony Brook University Stony Brook, New York Psychology
Psychology Hunter College New York, New York Psychology
Affiliations
Honored as Top 10 General Managers in Leadership Series of the NRF
 
Volunteers with Project St.Anne (PSA). Supports yearly fundraising events. http://projectstanne.org/.