Store Manager Resume

SUMMARY:

I am a results - driven, goal-oriented professional with 9 years of combined quality awareness and customer satisfaction experience. My aptitudes include exceptional communication and customer service skills. Additionally, I am team-focused, action initiator who consistently demonstrates excellent planning and developmental talent coupled with the ability to provide superb leadership to a diverse audience.
To obtain a challenging position of increasing responsibility that leverages my strong leadership, decision-making and communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

Store Manager

Effectively communicate all matters related to products, rate plans and company policy
Leading a sales team to meet and/or exceeding personal and competitive sales goals
Perform active greeting technique and 7-step sales process to sell solutions to customers
Maintain and build relationships to create a positive customer rapport
Lead a sales team in the daily operations of the store, including communicating policy and procedure, managing inventory
Manage the overall appearance of the Store

Confidential

Roadside Counselor

Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions.
Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member)., applying and interpreting department policy and effectively utilizing department references and resources.
Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours.
Accurately enter information, comments and complaints regarding Members’ Roadside Assistance needs, including any special service considerations. Forward complaint information to Member Relations for follow-up.

Confidential

Field Team Supervisor

Meet minimal sales goals for non-commissioned up-selling of accessories and enhanced features
Establish strong rapport and trust with customers
Program, troubleshoot and test cell phones and accessories
Educate customers on proper use of cell phones and equipment
Accurately document customer interactions in multiple platforms
Promote team morale
Create a culture that embraces Retail Technical Services values and complements the goals of our Client

Confidential

Online CAE

Responded to telephone and e-mail inquiries, covering full range of customer services (serviceability, sales, service problems and billing) in a prompt and professional manner Served as a sales representative for Confidential High Speed Internet (CHSI) products and services.
Troubleshoot PC/CHSI/E-mail/modem problems with customer; escalated advanced troubleshooting problems to technical support group when appropriate
Maintained accurate problem call tracking in a Remedy Helpdesk ticketing system
Maintained and coordinated interdepartmental communications Achieved overall performance goals of the organization including: Resolve rate, First call resolution, Tier II transfer rate, and all other performance objectives in the call center
Attended training as required and performed other related duties as assigned

Confidential

Office Manager

Confidential

Lead Communications Specialist

Assisted with the hiring and development of retail store staff
Assisted with the facilitation of goal setting, coaching, and performance evaluation of staff
Assisted store manager as needed, taking lead on special projects/assignments
Established and monitored store work schedules and staffing issues
Handled administrative aspects of the sale including: completing customer contracts, verifying identification, running credit, preparing customer files, addressing local market promotions, pulling product from inventory, completing warranty paperwork, taking customer payments and filing finished orders.
Sold phones, services and accessories Confidential management approved pricing
Drove revenue by communicating the benefits of products, services, features, rate plans and special offers to new and existing customers as appropriate
Provided World-Class experience by resolving customer complaints or referring customer to supervisor or proper department for resolution.
Provided information on products, accessories, service features, pricing plans, roaming and data. Interface with other departments on customer behalf when necessary.
Focused on retaining customers by providing updated product and promotion information