Hi, I’m
Heidi Silvia
Tiverton,RI
Summary
Proven Office and Retail Store Manager with a track record of enhancing operational efficiency and customer satisfaction at Rite Oil Company and SARA LEE CORPORATION, Hanesbrands. Expert in office administration and customer service, I've successfully managed budgets, reduced costs by negotiating with vendors, and increased team cohesion through effective leadership and training. Skilled in conflict resolution and strategic planning, I've driven significant improvements in both employee performance and customer relations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer-focused professional with successful 10-year career in retail management sector. Dynamic successful applying customer satisfaction and positive outlook in busy business environment.
Overview
27
years of professional experience
Work History
Rite Oil Company
Office Manager
03.2003 - 06.2013
Job overview
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Reduced environmental impact by initiating recycling program and promoting paperless processes.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
SARA LEE CORPORATION, Hanesbrands
Retail Store Manager
04.1986 - 06.2002
Job overview
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Optimized store displays and appearance via strategic merchandising.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
- Managed store organization, maintenance, and purchasing functions.
- Submitted orders for new inventory.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Optimized inventory management with regular audits, forecasting demands, and adjusting orders accordingly.
- Prepared comprehensive reports detailing key KPIs such as sales figures customer demographics inventory turnover rate sharing data higher-ups actionable insights improvements needed areas.
- Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Managed all aspects of budgeting for the retail location including labor costs, expenses control, revenue tracking.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Upheld brand identity standards within the store location through consistent signage presentation merchandise displays following corporate guidelines.
- Coordinated staff training sessions on new products sales techniques ensuring team members well-versed equipped effectively sell merchandise meet customer needs.
- Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases.
- Implemented new promotional campaigns that effectively drove foot traffic into the store during seasonal events or product launches.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Supervised guests at front counter, answering questions regarding products.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Education
Holyoke Community College, Holyoke, MA
Associate of Arts from Early Learning Edgucation
05.1986
Dartmouth High School, Dartmouth, MA
High School Diploma
05.1984
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Data Entry
- Customer Relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Payroll Processing
- Bookkeeping
- Payroll and budgeting
- Credit and collections
- Relationship Building
- Mail handling
- Scheduling
- Scheduling Coordination
- Inventory Control
- Staff Management
- Operations Management
- Conflict Management
- Staff hiring
- Supply Management
- Employee Training
- Training and coaching
- Documentation and control
- Policy Implementation
- Financial Reporting
- Financial Tracking
- Expense Reporting
- Staff Training
- Financial Accounting
- Event Coordination
- Meeting planning
- Workflow Planning
- Policy and procedure modification
- Project Management
- Workforce Management
- Strategic Planning
- Performance Improvement
- Budget Administration
- Computer Skills
- Scheduling and Coordinating
- MS Office
- Decision-Making
- Customer Relationship Management
- Problem Resolution
- Good Judgment
- Documentation And Reporting
- Professional and Courteous
- Team Leadership
- Schedule Management
- Work Planning and Prioritization
- Hiring and Training
- Onboarding and Orientation
- Negotiation and Conflict Resolution
- Goal Setting
- Team Development
- Employee Coaching and Mentoring
- Shift Scheduling
- Performance reviewing
enjoy crafting and selling my crafts on various websites.
I make wreaths, hair ribbons, screen printed products, iron on transfers, jewelry, . I do all of these crafts to sell on Etsy.com and craft fairs and shows during the holiday season. I also do cake decorating and desserts for showers and other functions.
Additional Information
I am a very detailed and private person. I like to complete all tasks in a professional maner. I am very well rounded and can perform any task asked of me.
Timeline
Office Manager
Rite Oil Company
03.2003 - 06.2013
Retail Store Manager
SARA LEE CORPORATION, Hanesbrands
04.1986 - 06.2002
Holyoke Community College
Associate of Arts from Early Learning Edgucation
Dartmouth High School
High School Diploma
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