Marsha G.

Lawrence
P.O. Box 1212 Sometown, NSW 2000 marsha@somedomain.com Mobile: 0 00 000 000

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Dedicated customer service manager with 15+ years of experience in !bi" box# retail and $ood ser%ice settin"s. &onsistentl' achie%e record(hi"h c)stomer satis$action ran*in"s, im+ro%ements to the bottom line and t)rnaro)nd o$ )nder+er$ormin" o+erations. Respected bui der and eader of customer!focused teams" instill a shared, enth)siastic commitment to c)stomer ser%ice as a *e' dri%er o$ com+an' "oal attainment. ,ead b' exam+le and ens)re the exec)tion o$ all sa$et', sec)rit', -)alit' and store o+erations +olicies.

#reas of $xpertise

Customer Service Management Complaint Handling & Resolution Retail Operations Management

Customer Satisfaction Enhancement Front-End Supervision Sales & Margin Improvement

Team uilding & Training Cost-Reduction Strategies Order Fulfillment

%rofessiona $xperience
.B& S/P01S2O10 3 0xam+le 2own 10400 to Present
&ustomer 'ervice Manager( 5406 to +resent &ustomer 'ervice Representative( 10400 to 5406 Promoted to mana"er +osition to recr)it, train and s)+er%ise 267 c)stomer ser%ice re+s and cashiers. 8oster an en%ironment in which ")ests en9o' hi"h le%els o$ ser%ice and em+lo'ees are moti%ated to deli%er to+ +er$ormance. Mana"e $ront(end o+erations to ens)re $riendl' and e$$icient transactions at chec*o)t. Selected &ontrib)tions:

Won !Ser%ice 0xcellence .ward# $or instr)mental role in dri%in" record(hi"h sales increases, +ro+ellin" store to im+ro%e ran*in" $rom :;2 in territor' to :6 b' 200<. 1ed)ced sta$$ t)rno%er b' 16= in 200<, benchmar*in" a record(settin" im+ro%ement in sta$$ retention d)e to the s)ccess o$ em+lo'ee(de%elo+ment and morale(b)ildin" +ro"rams. 0le%ated store>s ")est(satis$action index $rom ?@= to 52= within two 'earsA ens)red the swi$t resol)tion o$ c)stomer iss)es to +reser%e c)stomer lo'alt' while com+l'in" with com+an' +olicies. Ser%ed on s+ecial tas*$orce char"ed with t)rnin" aro)nd )nder(+er$ormin" stores. 2rained &S1s and mana"ers in $i%e str)""lin" stores, and contrib)ted to si"ni$icant im+ro%ements in ")est satis$action and sales. 0xem+li$ied the second(to(none c)stomer ser%ice deli%er' $or which .B& S)+erstore is nationall' renowned in all interactions with c)stomers.

B08 8OOB S2O10S 3 0xam+le 2own

<45; to ?400

De i Manager( 145? to ?400 %revious %ositions) &ounter & er*( &ashier( De i #ssociate( <45; to 145? .d%anced to increasin"l' res+onsible +ositions, c)lminatin" in mana"ement role with o%ersi"ht $or a $)ll(ser%ice deli. Birected 1? em+lo'ees and mana"ed PC,, sales, in%entor', merchandisin" and cost controls. Maintained hi"h standards in sanitation and sa$et' and com+lied with re")lator' ")idelines. Selected &ontrib)tions:

2rans$ormed o+eration that was +ostin" ann)al losses to achie%e D165E7 in +ro$its within one 'ear. Met or exceeded all sales tar"ets des+ite increased com+etition +resented b' the o+enin" o$ two new local delis. Fntrod)ced trainin" +ro"rams that enhanced em+lo'ee +er$ormance and hel+ed b)ild a moti%ated wor*$orce.

$ducation and +raining

.B& &OMM/NF2G &O,,0H0 3 0xam+le 2own
$arned ,- credits" concentration in business studies +raining) &om+leted n)mero)s co)rses and seminars in c)stomer ser%ice, sales strate"ies, in%entor' control, loss +re%ention, time mana"ement, leadershi+, +er$ormance assessment and $ood sa$et' ISer%Sa$eJ.

545; to 645<