Cassandra Latouche
Customer Service Manager
Wilmington,DE
Summary
Authorized to work in the US for any employer. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
38
38
Certifications
2
2
Languages
Work History
Assistant Store Manager
Sally Beauty
Wilmington, DE
12.2022 - Current
- Store Managers are responsible for hiring, developing, and leading all store associates while ensuring optimal customer experiences, effectively overseeing all store operations, and maintaining brand standards
- Develop strategies and plans to achieve key performance indicators and financial targets through business analysis, action planning, effective communication, and consistent accountability
- Assistant Managers, as part of their development, support the Store Manager in all areas outlined below and are responsible for all Primary Duties when the Store Manager is not present
- 30% Brand: Provides supervision and supports the direction planning of associate's daily goals and activities to deliver an exceptional client experience that maximizes sales/KPIs and drives customer loyalty in assigned stores
- Emphasis was placed on both the in-store selling model and Omni-channel
- Ensures all brand standards are met such as merchandising, POGs, marketing, back rooms, dress code, etc
- Acts as the main point of contact to resolve customer issues and concerns
- Analyzes store trends and can anticipate customer demands
- 30% People: Engages, trains, and develops their teams to achieve positive results
- Leverages internal hiring platforms and actively recruits to build a strong network of external candidates to fill positions when required
- Can identify strengths as well as opportunities for each associate and can effectively address by coaching or counseling
- Holds team accountable to Company policies and expectations
- Maintains positive associate relations by resolving associate concerns and keeping associates informed of relevant Company information
- Builds strong working relationships with Store Manager peers
- Maintains consistent and timely communication with AM/DM
- Fosters an environment of diversity, inclusion, and belonging
- 30% Operations: Ensures execution of all company processes through training, management, analysis, and continuous improvement
- Ensures all processes to support digital strategies are utilized such as
- Omni-channel fulfillment (SFS/SDD/BOPIS)
- Store Managers effectively manage inventory through ordering and shipment processing
- Manages payroll hours to the needs of the business and schedules appropriately
- Ensures all store opening and closing procedures are performed correctly
- Timely and accurate follow-through with Company directives, and assignments projects
- 10% Safety/Loss Prevention: Ensures the store environment is safe at all times for associates and customers; all policies and procedures are followed and enforced
- Responsible for protecting company assets by ensuring all inventory and cash control procedures are being followed in-store as they relate to shrink, damages, banking, etc
- Analyzes and utilizes all available reporting, tools, and technology
- Ensures stores are compliant with all HAZMAT training and execution
- Logistic, customer service
- Rotated merchandise and displays to feature new products and promotions.
Customer Service Associate/ Logistics
OLD NAVY
Brooklyn, NY
04.2006 - Current
- Responsible for processing of materials, managing logistics inventory, and all other manufacturing needs as needed
- Received all indirect and direct materials to be processed for identifying targeted needs of vendors and clients
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Identified damaged and non-conforming shipment material and utilize strategic troubleshooting
- Operated various electrical powered industrial equipment to perform inventory counts and prepared
- Notified customers with daily shipment quantities and performed Quality Audits on all outgoing
- Developed and actualized customer service initiatives to decrease wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Tag and title coordinator/ title clerk supervisor
11.2017 - 12.2022
- Process driver’s license and vehicle registration applications
- Provide advice and answer questions on licensing and registration policies and procedures
- Serves as the lead and mentor of title clerks and oversee that title process is being completed accurately
- Interact with customers and store, regulatory agency, and bank personnel to resolve title issues
- Work with Sales & Finance Managers/Directors on title-related matters
- Prepare tax and title documents
- Confirm negotiability of title documents and report discrepancies
- Review incoming titles for accuracy with lien holder, VIN, odometer reading, etc; confirm releases of liens
- Verify funds have been collected and correct lienholder paid off before processing
- Prepare legal transfer documents for the company; verify and enter any fees assigned to a vehicle
- Maintain an accurate temporary and out of state tag log Monthly U/C title reconciliation
- Conduct physical inventory reconciliation (Month End) Monthly U/C title reconciliation
- Reassign titles to the appropriate dealership
- Maintain list of all outstanding title work
- Verify acceptance of title in state for which it is filed
- Maintain inventory of unissued state-owned license plates
- Maintain current knowledge of rules regulations regarding vehicle titles for each state in which vehicles are processed
- Understands and follows corresponding state title processing guidelines
- Accomplishes department objectives by supervising staff and organizing and monitoring work processes
- Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities
- Accomplishes staff job results by coaching, counseling, and disciplining employees
- Plans, monitors, and appraises job results
- Conducts training
- Implements and enforces systems, policies, and procedures
- Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations
- Completes operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures
- Controls expenses by gathering and submitting budget information, scheduling expenditures, monitoring variances, and implementing corrective actions
- Provides quality service by enforcing quality and customer service standards
- Contributes to team effort by accomplishing related results as needed.
Merchandising Team Lead/Supervisor
SAS Retail Services
Raleigh, NC
08.2009 - 04.2016
- Contributed to sales floor layout changes by appropriately placing items for maximum visual impact
- Continuously adjusted merchandise placement and monitored the overall tidiness of the selling areas
- Supported organizational goal of "Dock to Floor in 24" by unloading delivery trucks, sorting and preparing merchandise for retail placement, and properly storing overflow merchandise in appropriate stock rooms
- Placed promotional and sale signage, notified pricing team of missed markdowns
- Participated in the full store annual inventory project.
Salon Manager
John's Salon
Queens, NY
01.2003 - 08.2007
- Actively converts customers inquiries into confirmed sales and take bookings from various sources
- Maintained rate parity through all distributing channels
- Updated online agency extra net as day to day operations
- Insured smooth check-in and check-outs of all guests through properly handling guest accounts
- Improve customer service through the development of new policies and procedures
- Troubleshoot and resolved problems and handling customers complaints
- Accomplishes department objectives by managing staff; planning and evaluating department activities
- Maintains staff by recruiting, selecting, orienting, and training employees
- Ensures a safe, secure, and legal work environment
- Develops personal growth opportunities
- Controlling tidiness of the premises
- Enforcing hygiene practices across all workstations
- Monitoring stock levels and ordering supplies
- Keeping records of cash inflows and outflows
- Taking care of customer records
- Overseeing the scheduling of appointments
- Supervising communication with clients
- Worked to continuously increase salon business through effective sales, service, and operations policies.
Education
High School Diploma -
College St. Louis De Bourdon
PAP Haiti 09.1997 - 06.2001
Cosmetology Education
Empire Beauty School
Manhattan, NY 10.2007 - 02.2009
Skills
Relationship building and management
undefinedCertification
Microsoft office (10+ years)
Additional Information
- Additional Information bilingual
Timeline
Assistant Store Manager
Sally Beauty
12.2022 - Current
Certified Notary Public
08-2021
Tag and title coordinator/ title clerk supervisor
11.2017 - 12.2022
Merchandising Team Lead/Supervisor
SAS Retail Services
08.2009 - 04.2016
Cosmetology Education
Empire Beauty School
10.2007 - 02.2009
Customer Service Associate/ Logistics
OLD NAVY
04.2006 - Current
Salon Manager
John's Salon
01.2003 - 08.2007
High School Diploma -
College St. Louis De Bourdon
09.1997 - 06.2001
Similar Profiles
Jay PerezJay Perez
Store Manager at Sally Beauty- Sally Beauty Holdings Inc.Store Manager at Sally Beauty- Sally Beauty Holdings Inc.
MELISSA WINTERSMELISSA WINTERS
Sr. Manager, Human Resources Business Partner at Cosmoprof Beauty/Division of Sally Beauty Holdings, Inc.Sr. Manager, Human Resources Business Partner at Cosmoprof Beauty/Division of Sally Beauty Holdings, Inc.
LISA SULLIVANLISA SULLIVAN
Senior Director, Ecommerce at Sally Beauty Holdings, BSG, Beauty Systems GroupSenior Director, Ecommerce at Sally Beauty Holdings, BSG, Beauty Systems Group
Alfred L. Johnson IIIAlfred L. Johnson III
Shipping Warehouse Associate at Sally Beauty SupplyShipping Warehouse Associate at Sally Beauty Supply
Salman GillSalman Gill
Machine Operator at Westlake ChemicalMachine Operator at Westlake Chemical