b'Marsha G. Lawrence\n\nP.O. Box 1212\nSometown, MA 55555\n\n\xef\x81\xac\n\nHome: 555-555-5555\nmarsha@somedomain.com\n\nCell: 555-444-4444\n\nDedicated customer service manager with 15+ years of experience in \xe2\x80\x9cbig box\xe2\x80\x9d retail and food service settings.\nConsistently achieve record-high customer satisfaction rankings, improvements to the bottom line and\nturnaround of underperforming operations.\n\n\xef\x81\xac\n\nRespected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer\nservice as a key driver of company goal attainment. Lead by example and ensure the execution of all safety,\nsecurity, quality and store operations policies.\n\nAreas of Expertise\n\xef\x81\xac\n\nCustomer Service Management\n\n\xef\x81\xac\n\nCustomer Satisfaction Enhancement\n\n\xef\x81\xac\n\nTeambuilding & Training\n\n\xef\x81\xac\n\nComplaint Handling & Resolution\n\n\xef\x81\xac\n\nFront-End Supervision\n\n\xef\x81\xac\n\nCost-Reduction Strategies\n\n\xef\x81\xac\n\nRetail Operations Management\n\n\xef\x81\xac\n\nSales & Margin Improvement\n\n\xef\x81\xac\n\nOrder Fulfillment\n\nProfessional Experience\nABC SUPERSTORE \xe2\x80\x94 Sometown, MA\n\n10/00 to Present\n\nCustomer Service Manager, 9/05 to present\nCustomer Service Representative, 10/00 to 9/05\nPromoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an\nenvironment in which guests enjoy high levels of service and employees are motivated to deliver top performance.\nManage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:\n\xef\x81\xac\n\nWon \xe2\x80\x9cService Excellence Award\xe2\x80\x9d for instrumental role in driving record-high sales increases, propelling store to\nimprove ranking from #32 in territory to #5 by 2007.\n\n\xef\x81\xac\n\nReduced staff turnover by 15% in 2007, benchmarking a record-setting improvement in staff retention due to the\nsuccess of employee-development and morale-building programs.\n\n\xef\x81\xac\n\nElevated store\xe2\x80\x99s guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of\ncustomer issues to preserve customer loyalty while complying with company policies.\n\n\xef\x81\xac\n\nServed on special taskforce charged with turning around under-performing stores. Trained CSRs and managers\nin five struggling stores, and contributed to significant improvements in guest satisfaction and sales.\n\n\xef\x81\xac\n\nExemplified the second-to-none customer service delivery for which ABC Superstore is nationally renowned in\nall interactions with customers.\n\nDEF FOOD STORES \xe2\x80\x94 Sometown, MA\nDeli Manager, 1/98 to 8/00\nPrevious Positions: Counter Clerk, Cashier, Deli Associate, 7/93 to 1/98\nAdvanced to increasingly responsible positions, culminating in management role with oversight for a full-service deli.\nDirected 18 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high\nstandards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:\n\xef\x81\xac\n\nTransformed operation that was posting annual losses to achieve $159K+ in profits within one year. Met or\nexceeded all sales targets despite increased competition presented by the opening of two new local delis.\n\n\xef\x81\xac\n\nIntroduced training programs that enhanced employee performance and helped build a motivated workforce.\n\n7/93 to 8/00\n\n\x0cEducation and Training\nABC COMMUNITY COLLEGE \xe2\x80\x94 Sometown, MA\nEarned 28 credits; concentration in business studies\n\nTraining: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss\nprevention, time management, leadership, performance assessment and food safety (ServSafe).\n\n\xe2\x80\x9cW hen the customer comes first, the c ust omer will last \xe2\x80\x9d \xe2\x80\x93 Robert Half\n\n9/93 to 5/97'