Manager Customer Service

Emerald M. Berry Goodwin

**** ***** **** ****** . *******, Florida 32817 . 407-***-**** . 407-601-

**** . abiey2@r.postjobfree.com

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Experienced and Ambitious Human Resources and Administrative Professional

who works to develop the operational efficiency of the organization.

Provides hands on HR support with proven expertise in areas including:

policies and procedures, recruiting and hiring practices, retention,

personnel development, project management, training, legal compliance, &

managerial support. Self-motivated and dynamic professional with diverse

credentials which combine solid and tactical leadership expertise with a

strong business background, an ability to work collaboratively, and a

commitment to achieving corporate goals. Expert Communicator with the

ability to effectively negotiate win-win outcomes. Offers exceptional

organizational, leadership, & customer service skills. Business focused and

results driven. Ability to effectively work in fast-paced environments.

. . Purchasing and Vendor . Interviewing,

Leadership/Motivation/T Relations Recruiting, & Hiring

eamwork . Communication/Customer . Knowledge of

. Budget Management and Relations Employment Laws

Analysis . Office . Maintains Strict

. Staff Training and Administration/Managemen Confidentiality

Development t . Computer Program

. Project and Program . Conflict Management Knowledge

Management and Leadership

PROFESSIONAL EXPERIENCE

CO-MANAGER / RETAIL SHIFT MANAGER, WAL-MART, INCORPORATED, SANFORD, FL,

09/2008 TO 03/2010

ASSISTANT RETAIL STORE MANAGER, Wal-Mart, Incorporated, Orlando, FL,

01/2004 to 09/2008

. Managed, motivated, coached, mentored, and evaluated employees in all

departments in the retail store

. Screened, interviewed, & hired qualified employment candidates & handled

employee retention tasks

. Developed and implemented merchandising displays to promote and

effectively display merchandise

. Facilitated innovative and effective training and orientation programs to

increase sales and production

. Oversaw the day-to-day operations of the retail store; managed inventory

control, directed workflow, delegated work assignments, maintained the

overall appearance of the store, evaluated employee performance, ensured

production and morale, and generated sales, payroll, and timecard reports

. Ensured profitability by maintaining pricing standards, sufficient

inventory, and movement of goods

. Identified customer needs by assessing goals and making recommendations

in an effort to sell products

. Advised customers on promotional product opportunities and up-sold

products to enhance their needs

. Enforced and implemented policies and procedures and communicated

procedural updates as needed

. Carried out reviews of store organizational practices and identified

necessary areas for improvement

. Initiated, directed, and participated in community outreach programs &

encouraged staff to participate

Key Accomplishments and Contributions as the Co-Manager / Shift

Manager at Wal-Mart, Inc:

. Improved associate engagement by 20% and implemented the store's in-

stock imitative

SUPPORT MANAGER / CUSTOMER SERVICE, Wal-Mart, Inc, Casselberry, Florida,

04/2003 to 01/2004

. Managed, motivated, coached, and evaluated a team of sales associates &

facilitated training programs

. Developed and implemented merchandising displays to promote and

effectively display merchandise

. Ensured profitability by maintaining pricing standards, sufficient

inventory, and movement of goods

. Responded to and effectively resolved customer complaints in a timely

manner to ensure satisfaction

. Provided customer support and assistance; responded to customer

questions, inquiries, and requests

. Identified customer needs by assessing goals and making recommendations

in an effort to sell products

. Advised customers on promotional product opportunities and up-sold

products to enhance their needs

. Maintained the overall appearance of the retail store and ensured all

stock was in the proper location

. Utilized a handheld computer system to conduct just-in-time inventory

counts & ensured proper stock

Key Accomplishments and Contributions as the Assistant Retail Manager

at Wal-Mart, Inc:

. Achieved the Rising Star award as an Asst. Manager and trained

staff, resulting in promotion

JEWELRY AND SHOE DEPARTMENT MANAGER, Wal-Mart, Inc., Casselberry, FL,

03/2001 to 04/2003

. Designed jewelry presentations, sorted merchandise to promote items, and

ensured proper pricing

. Managed, motivated, coached, and evaluated staff and facilitated

effective staff training programs

. Responded to and effectively resolved customer complaints in a timely

manner to ensure satisfaction

. Provided customer support and assistance; responded to customer

questions, inquiries, and requests

. Identified customer needs by assessing goals and making recommendations

in an effort to sell products

. Advised customers on promotional product opportunities and up-sold

products to enhance their needs

SALES AND DAY RECEIVING COORDINATOR, Wal-Mart, Inc., Casselberry, FL,

07/1999 to 03/2001

. Solicited and recruited new customers for credit cards and processed

customers credit card applications

. Responded to and effectively resolved customer complaints in a timely

manner to ensure satisfaction

. Provided customer support and assistance; responded to customer

questions, inquiries, and requests

. Identified customer needs by assessing goals and making recommendations

in an effort to sell products

. Advised customers on promotional product opportunities and up-sold

products to enhance their needs

EDUCATION and TRAINING

BUSINESS MANAGEMENT, BUSINESS SPECIALIST AND OPERATIONS TECHNICAL

CERTIFICATES

Valencia Community College - Orlando, Florida - Technical Certificates

obtained in June, 2004

Relevant Coursework: Business Communications, Small Business Management,

Psychology in the Business Industry, Business Law I and II, Financial

Accounting, Principles of Management, Spreadsheet Applications

Excellent Professional References and Recommendations Available Upon

Request

Contact this candidate