Experience

Fortunoff

• United States
• Retail
• 100 - 200 Employee

• Sr. customer service manager

  • 1987 - Present

• Sr. Customer Service Manager

  • Jun 2002 - Mar 2008

  Appointed by Owner to take over the Customer Service Department. Managed a staff of thirty and oversaw customer service operations for fifteen stores in the Northeast Region. • Developed and trained two levels of customer service staff to resolve customer queries and escalate problems to management when necessary.• Consistently achieved abandonment rate by maintaining a 2.5% rate versus the industry standard of 3% and a company standard of 4%.• Audited customer associate calls in order to ensure high level of customer satisfaction.• Managed and evaluated staff performance and developed staff for promotion to senior customer service levels.

• divisional mamager

  • 1990 - 2008

• Sr. manager customer service

  • 1987 - 2007

• Divisional Floor Manager

  • Mar 1999 - Jun 2002

  Directed and oversaw the sales, merchandise presentation, customer service and operational functions for four departments including furniture, lamps, lighting, rugs and appliances. Supervised a staff of four department managers.• Evaluated and analyzed sales information to determine most effective merchandise assortments and placements to increase sales revenues.• Partnered with visual and buying teams to plan and execute floor moves.• Successfully implemented and managed six product signing events by collaborating with department managers, stock team and public relations to orchestrate and coordinate event details to promote sales of Lladro, Steinbach, Waterford, Swarzowski and Steinbach. • Developed promotional and sales activities for each department which significantly increased sales.

• Baby Fortunoff’s Manager

  • Sep 1997 - Mar 1999

  • Successfully launched the first Fortunoff’s baby furniture and accessories store.• Recruited, trained and supervised sales associates to deliver superior customer service and generate revenues that exceeded monthly goals.• Merchandised products and developed sale strategies and promotional events which effectively contributed to the bottom line.• Built brand awareness by partnering with advertising department to promote Fortunoff’s reputation for offering superior quality products.

• Senior Manager, First Floor

  • Jan 1994 - Sep 1997

• Assistant Buyer, Occasional, Furniture & Rugs

  • Jun 1990 - Jan 1993

• Assistant Buyer, Dinnerware, Trend Shop & Seasonal

  • Jan 1990 - Jun 1990