Houston, TX 77077 dgc36e70@westpost.net Home: 713-429-5903 Cell: 713-679-9334 * Dedicated customer service manager with 15+ years of experience in big box and specialty retail settings. Consistently achieve record-high customer satisfacti on rankings, improvements to the bottom line and turnaround of underperforming o perations. * Respected builder and leader of customer-focused teams; instill a shared, enth usiastic commitment to customer service as a key driver of company goal attainme nt. Lead by example and ensure the execution of all safety, security, quality an d store operations policies. Areas of Expertise Customer Service Management Complaint Handling & Resolution Retail Operations Management Customer Satisfaction Enhancement MS Office, Excel, Publisher, Outlook Sales & Margin Improvement Teambuilding & Training Cost-Reduction Strategies Networking & Recruiting Professional Experience Express Employment Professionals Houston, TX 08/10 to Present Staffing Consultant, 08/10 to present Primary emphasis is filling job orders with urgency while building and maintaini ng a core of strong associates, interviewing candidates on a daily basis, fillin g job orders and following up with clients and associates everyday to ensure sat isfaction. Selected Contributions: * Maintain a high-level of daily activity to fill job orders with urgency, by re cruiting as necessary and filling 100% of the job orders as quickly as possible. * Generate and expand business with existing accounts and new accounts by establ ishing a report with prospects to turn prospects into clients, conducting MPC ca lls and completing client visits and regular follow-ups. * Learn, use and maintain the automated tracking system to fill assignments by u tilizing the Q3 system to interview, assign, fill orders and maintain clients & by continually updating the database and communicate with clients. * Implement the employment verification procedures by conducting interviews and also converting 100% of local market calls employment verification calls into sa les or recruiting calls. * Complete criminal background checks on all candidates and screen all associate s before conducting preliminary interviews for job-specific positions to save ti me and be more efficient Bass Pro Shops. Katy, TX 08/09 to 07/10 Group Sales Manager, 08/09 to 07/10 Responsible for supervising 90+ Associates and cashiers. Foster an environment i n which guests enjoy high levels of service and employees are motivated to deliv er top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout when MOD. Selected Contributions: * Responsible for total store operations with sales totaling over $30 million pe r year. * Introduced staff development programs that enhanced employee performance and h elped build a motivated workforce to ensure all departments were working efficie ntly. * Ran 3 departments Apparel, Camo and Rainwear and ensured schedules where compl eted on a weekly basis and submitted for approval to the AGM. * Coach and develop associates by issuing quarterly and yearly associate reviews to go over individual job performance and merit increases. ________________________________________________________________________________ ___________ Calvin Klein Houston, TX 10/08 to 08/09 Site Manager, 10/08 to 08/09 Responsible for recruiting, training and supervise 10 managers and 20 sales asso ciates. Oversee 2 stores in the same center with combined sales of $5.5 million. Selected Contributions: * Reduced store losses from .95% to .24% in 3 months by ensuring loss prevention procedures were being used daily as per company policy and procedure. * Reduced staff turnover by 10% in 2009, benchmarking a record-setting improveme nt in staff retention due to the success of employee-development and ensuring we were training effectively. * Elevated stores guest-satisfaction index from 72% to 95% within 3 months; ensu red the swift resolution by re-training employees and elevating customer issues to help preserve customer loyalty & satisfaction. ________________________________________________________________________________ ___________ Bebe Inc., Houston, TX 08/06 to 10/08 General Manager, 03/07 to 10/08 Co-Manager, 08/06 to 03/07 Promoted to GM after 8 months as a co-manager in a $10 million dollar store with a proven track record of strong leadership and staff retention and providing hi gh caliber of employees. Selected Contributions: * Given responsibilities of Visual and Operations manager during first year as c o-manager. * Responsible for recruiting and training new sales staff and managers in New Yo rk after proving how effective my training methods were in my home store by reta ining a high caliber sales team. * Issued quarterly reviews and DAs to employees and management to track job perf ormance and ensure effective staff development. ________________________________________________________________________________ ___________ ALDO Houston, TX & Toronto, ON 03/05 to 08/06 General Manager, 03/05 to 08/06 Assistant Manager, 05/94 to 07/97 Promoted to ASM after 9 months as a sales associate in a $2 million dollar store after exceeded sales expectations and showing dedication to company and brand. Selected Contributions: * Received Top Sales award in 1996 for achieving the highest sales in the region . * Maintained 0.50% shrink during all inventory counts by ensuring all LP procedu res were met at all times. * Increased revenue by 30% in first year over projected store goals, by ensuring effective training and staffing. ________________________________________________________________________________ ___________ Total Credit Recovery Toronto, ON Canada 04/03 to 03/04 Collections Officer, 10/03 to 03/04 Trace Officer, 04/03 to 10/03 Preformed daily searches to locate debtors with overdue government school and Ve nture Loans. Selected Contributions: * Works with clients to resolve delinquent/past due accounts and resolve custome r concerns. * Perform collection calls and negotiate account settlements within established guidelines. * Primary responsibilities included locating and recovering charged-off consumer debts. ________________________________________________________________________________ ___________ CPI Plastics Group Toronto, ON Canada 09/00 to 03/03 Accounts Receivable Representative, 09/00 to 03/03 Preformed daily A/R processes; oversaw the timely, accurate processing of invoic es, purchase orders, expense reports, credit memos and payment transactions. Sel ected Contributions: * Monitor progress of accounts daily to ensure there in good standing and there are no overdue accounts. * Perform credit and collection calls on occasion to collect on overdue accounts . * Submit daily deposits, statement preparation and also issue bills and invoices to clients. * Use Excel daily to track customer accounts and update client information. Education and Training Central Texas College Killeen, TX (Online) 10/10 to current Currently working on AAS in Business & Human Resource Management Humber College Of Applied Arts & Technology Toronto, ON Canada 02/99 to 11/99 Earned 16 credits; concentration in Digital Imaging and 3D Animation Training: Completed numerous courses and seminars in customer service, sales str ategies, inventory control, loss prevention, time management, leadership, perfor mance assessment. Also, I am fluent in Portuguese.