Graham Hotchkiss
New Britain,CT
Summary
Customer-focused Retail Manager with over 10 years of experience in luxury and high-volume retail operations. Proven ability to lead teams, exceed sales goals, and deliver exceptional guest service. Skilled in staff training, client relationship management, merchandising, and operational excellence. Adept at fostering loyalty through personalized service, attention to detail, and proactive problem-solving.
Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.
Overview
14
14
years of professional experience
Work History
Technical Support Representative
MarketSource
New Britain, CT
09.2025 - Current
- Resolved complex technical issues for clients, enhancing customer satisfaction and support efficiency.
- Provided comprehensive product training to customers, fostering user engagement and technical proficiency.
- Mentored junior representatives, sharing best practices to elevate team performance and client interaction quality.
- Developed troubleshooting guides and documentation, facilitating knowledge transfer within the support team.
- Coordinated escalated cases effectively, ensuring timely resolution of high-priority client concerns.
- Removed malware, ransomware, and other threats from clients' personal devices.
Lead Supervisor
Banana Republic
Trumbull, CT
01.2015 - 12.2021
- Served as trusted keyholder, managing store opening/closing, security codes, safe access, and override systems.
- Led pre-shift meetings to align team with sales goals, promotions, and assignments, ensuring operational readiness.
- Directed merchandising changes and store layout adjustments in line with corporate updates and marketing campaigns.
- Created break schedules and floor coverage plans to maintain optimal guest service levels.
- Consistently exceeded sales targets by promoting a high-service culture and coaching team members on selling techniques.
Lead Supervisor
Lacoste
Greenwich, NY
01.2012 - 12.2015
- Directed a team to uphold brand standards, consistently exceeding client expectations through proactive engagement.
- Delivered high-end, personalized shopping experiences with follow-up outreach to drive repeat business and loyalty.
- Maintained expert-level product knowledge, enabling tailored customer recommendations.
- Fostered a service environment focused on integrity, attention to detail, and relationship building.
Education
Certificate of Completion - Medical Administration Assistant
Bryant & Stratton College
Albany, NY02.2024
No Degree - Management
Southern Connecticut State University
New Haven, CT06.2011
No Degree - Management
Naugatuck Valley Community College
Waterbury, CT06.2010
Skills
- Guest Service Excellence
- Client Experience
- Team Leadership
- Staff Training
- Retail Operations
- Keyholder Responsibilities
- Sales Goal Achievement
- KPI Management
- Merchandising
- Visual Presentation
- Medical Administration
- Office Coordination
Timeline
Technical Support Representative
MarketSource
09.2025 - Current
Lead Supervisor
Banana Republic
01.2015 - 12.2021
Lead Supervisor
Lacoste
01.2012 - 12.2015
Certificate of Completion - Medical Administration Assistant
Bryant & Stratton College
No Degree - Management
Southern Connecticut State University
No Degree - Management
Naugatuck Valley Community College