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PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE/COMMUNICATIONS MANAGER
Nordstrom March 1995-February 2010
Schaumburg, IL
X Dynamically performed and productively contributed to the Companys business th
rough continued growth into higher levels of management.
X Successfully managed team of 15-20 associates in the Customer Service, Communi
cations and Cash room departments.
X Provided all aspects of customer support including effective communication wit
h problem solving and immediate follow-through. Handled high volume of cash/cred
it transactions, locating purchase history for credit card related issues. Prov
ided concierge services, gift card sales and telephone queries. Worked with ban
ks for credit and/or shipping authorizations.
X Hired and trained team members to maintain Nordstroms high level of customer s
ervice through consistent coaching and team development.
X Established and maintained highly effective and sustainable relationships with
customers by educating customers on the Nordstrom rewards program which signifi
cantly enhanced customer base and maximized revenues. Completed 2010 with a 10%
increase in new accounts.
X Efficiently processed money bags, prepared deposits and completed daily reconc
iliation reports for multiple stores. High volume of cash handling with the use
of Glory software. Consistently ranked in top 3 in the region.
X Successfully managed multiple projects simultaneously while being able to effe
ctively execute companys best practice.
X Consistently formed highly efficient teams; consequently several team members
promoted into management positions.
X Prepared and submitted monthly budgets including payroll, store supplies and r
econciled corporate credit card expenses. Persistently came in at or below budg
et which supported the companys bottom line.
X Effectively prepared monthly team schedule and performed yearly performance re
views.
X Partnered on semi-annual store inventory to secure companys assets from losses
. Successfully met company standards of 1% or less.
X Consistently achieved monthly targetsXthis included online order pickup within
98%, gift card sales increase of 5-10% yearly and bad debts reduction by preven
ting loss from fraudulent transactions.
X Disseminated necessary information to sales and support team to educate them o
n company best practices through meetings, announcements and one-on-one training
.
X Planned, coordinated, and organized various in-store events.
EDUCATION
Elgin Community College Pursuing Associate of Applied Science in Manag
ement Present