Emily Johnson
Customer Support Manager
Brooklyn,NY
Summary
Detailed-Oriented People-Leading Retail Manager with more than 10 years of experience in boosting sales and morale of staff and customers alike.
Overview
10
10
years of professional experience
Work History
Operations Manager to Customer Support Manager
Boisson
New York, NY
09.2021 - Current
- Transitioned to Customer Support Manager September 2022
- Respond to customer inquiries, concerns and requests in a timely manner, Identify recurring issues and escalate as needed
Communicate cross-functionally, working closely with retail stores and warehouses, proactively resolve all customer concerns while Seeking ways to improve and streamline customer lines of communication, Submit and manage claims process for delivery issues, manage and coordinate local deliveres for seamless B2C interaction - Daily use of Slack, Shopify, Shopventory, Aftership, Justworks, Notion, Homebase, Relay, Indeed, Breezy and Gorgias
- As Operations Manager - Oversee all physical locations in the company—guiding all managerial decisions and daily operations; including, but not limited to formulating company policy and process for brick and mortar, recruitment, onboarding, training and development while working directly with CEO, COO and President, Monitor customer purchasing trends at each location to adjust location strategy, control inventory and achieve sales goals, Developed staff on brand standards, expectations and product knowledge, Created the Staff Educational Trainings for team edification working directly with founders and brand ambassadors of vendors sold online and in store establishing effective product knowledge standards to increase customer awareness and store profitability, Conduct weekly meetings with direct reports and establish store KPIs for the team—including monthly individual development plans to assist staff to establish their growth within the company, Supporting Events Manager with strategic planning and execution of special projects (on and off premises), Collaborating with Chief Brand Officer and Visual Merchandising Manager on marketing and merchandising strategies, Collaborating with Purchasing Manager on product assortment per location and seasonal flow strategy, Oversee store facilities and creating store auditing process for safety and upkeep of brick and mortar, Created daily sales reconciliation, register procedures and conduct monthly cash audit, Processed company-wide payroll for employees and Independent Contractors, Create monthly schedules for all physical store and warehouse staff, Processed purchase orders/placing orders for all physical locations and e-commerce fulfillment warehouse—Owning all product ordering, vendor management & margin tracking, Procurement/onboarding of new brands, Negotiated price, net terms with current and prospective companies, Handled inbound customer issues via phone and email, Processed damage claims through UPS, Packed, picked and shipped orders for e-commerce
Sales Manager
FDE, Ashley Furniture
Brooklyn, NY
04.2021 - 09.2021
- Support sales staff on the floor by continually coaching, motivating and training on a daily basis
- Handle escalated inquires from sales staff or front office
- Thorough knowledge of policies and procedures
- Observed sales associates to ensure daily duties are performed and give feedback for continuous improvement
- Monitor traffic flow and the UP system
- Schedule sales floor to ensure full coverage
- Review all sales orders on a daily basis
- Knowledge regarding furniture location on the showroom and the merchandise
- Ensure sales staff conducts themselves in a professional manner that is appealing to visitors, customers and other associates
Store Manager
Farmers Home Furniture
Tuskegee, AL
03.2020 - 04.2021
- Since starting in location April 4, 2020 considered a Internally Critical (IC) location
- Consistently exceeded monthly budget since April 2020 between 15%-52% to present (March 2021)
- Increased bottom line from 13% to 28% FYE21
- Increased profitability from >1M (2019) to 1.101M FYE21
- Trimmed store budget by 86K FYE21
- Promoted sales consultant to Account Manager
- Annualized bad debt at 4.26% FYE21
Co Manager to Store Manager
Forever 21
Baltimore, MD
04.2018 - 11.2019
- Recruitment, implement
- Baltimore, training and support the development and growth., Job Fulfillment -Provide leadership and direction to the store associates and operations team
- As a Co-Manager - Ensured maximum productivity, profitability, operational excellence & compliance with company procedure -Train and monitor Associates on company policies and expectations -Lead store earnings by driving sales and managing the controllables -Monitoring the daily payroll planner and adjusting accordingly -Own the talent selection, recruiting, onboarding, networking, new hire documents, training, coaching, engagement, retention, and initiatives for the store2M -Provide leadership and direction to the entire team by overseeing all aspects of store performance through sales and operations -Oversee visual aesthetics -Implement long-term strategies for the store that impacted the district -Implement superb customer service and attention to detail in a fast paced environment -Address performance concerns by initiating and administering action plans for all employees -Plan the daily/weekly schedule of employees (Kronos) and payroll budgeting, Deliverables #1 in the district in Credit Card Applications 1.98% App/Trans, Controlled payroll budgeting Q4-Q3 at 93% usage, Controlled P&L by maintaining control over controllables, Managed Turnover 7%
- Promoted to Store Manager April 2018
- Promoted 3 sales associates to management #1 S/T for 19 weeks in clearance sell through Assisted sister stores with recruitment needs 93, 98, 98 in-store audit scores Q1-Q3
Various Positions
H&M
Various States, MD
09.2012 - 04.2018
- Started as a Full Time Sales Advisor opening the first H&M in South FloridaMiami Beach, Lincoln Rd
- Became a Supervisor one year later (team of 128). Assisted with store openings in Wellington, Florida, Pembroke Pines and West Palm Beach, Florida. $18M (2013) Assisted management team in overseeing floor coverage, driving sales, merchandising presentation, customer service and operational functions within the store including opening and closing the store according to H&M guidelines, Acted as a management witness, on behalf of H&M, in employee discussions as needed, Ensured that all employee issues were immediately brought to the attention of management team.
- Became a Department Manager and opened location in Dolphin Mall, Miami, Florida. (team of 152) $28M (2014-2015) Organized the work of staff, prioritizing and keep an overview of the tasks to be accomplished while maximizing sales through operational and commercial focus to obtain highest level of profitability -Ensuring all new hires meet H&M's criteria and receive proper training -Actively train and conduct orientation and onboarding for new employees -Ensured all new hire paperwork is complete and processed in a timely manner -Carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws, conducting terminations and corrective actions and making employment decisions, Assisted the Store Manager in maintaining an overview of all Employee Relations responsibilities in the store to ensure a positive work environment -Increased Men's store share from 29% to 34% from Wk 11-Wk 22.
- Relocated to Baltimore, Maryland-Arundel Mills location-$9M -Onboarding new hires and retraining current staff in H&M's best practices -Kids Department- increased store share from 9% in week 49 to 22% by Week 1 - managing Men's department (48%) and Divided department (17%) -increased SOB 15% since week 29 -Management Training Coach District 818 -trained 6 managers -Regional Kick off rebuild support Department Manager (mens) for DuPont Circle (Washington DC) -Store Manager representative for 53 at regional kick off meeting Week 5, Maintained a -52% turnover rate in 2017 (second highest in the district) maintained a 100% hired status through holiday season partnered with district recruiter to help secure top talent for 3 other locations, External Management Trainer for region 803 (East Coast) -awarded Management Trainer of the Region for Q1
Education
Eufaula High School
No Degree - Recreational Therapy
Alabama State University
Montgomery, AL 05.2001 -
Skills
Retail Management (10 years)
Talent Acquisition (10 years)
Sales (10 years)Scheduling (5 year)
Customer Service (10 years)Payroll (6 years)
Cash Handling (10 years)Recruitment and Onboarding (10 years)
DOT Medical CardTimeline
Operations Manager to Customer Support Manager
Boisson
09.2021 - Current
Sales Manager
FDE, Ashley Furniture
04.2021 - 09.2021
Store Manager
Farmers Home Furniture
03.2020 - 04.2021
Co Manager to Store Manager
Forever 21
04.2018 - 11.2019
Various Positions
H&M
09.2012 - 04.2018
No Degree - Recreational Therapy
Alabama State University
05.2001 -
Eufaula High School