James D. Herrick
Manlius,NY
Summary
Extensive experience in operations and sales management, employee training and supervision within the retail industry. Train, motivate, and develop proactive sales and service teams that exceed customer expectations and achieve targeted goals. Excellent verbal, written, and interpersonal communication skills. Build and cultivate strong professional relationships with internal and external clients, co-workers, and management. Proven accomplishments in controlling shrinkage, maintaining inventories, devising merchandising strategies, and driving product sales to profitable levels. Demonstrate leadership and give staff the resources and guidance needed to succeed.
Overview
26
26
years of professional experience
Work History
MIT Manager in Training
Maple Leaf Markets
05.2024 - 08.2024
- Enhanced team performance by implementing effective training strategies and management techniques.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Served as a mentor and resource for junior staff members by offering guidance, support, and encouragement in their professional development pursuits.
- Increased customer satisfaction levels by consistently monitoring service quality and addressing concerns promptly.
- Oversaw inventory management processes, maintaining adequate stock levels while minimizing waste and associated costs.
- Assisted with onboarding of new employees by providing training and development resources.
- Handled day-to-day customer or client questions via telephone or email.
- Gained knowledge of company policies, protocols and processes.
Assistant Manager of Customer Service
BigLots
09.2022 - 01.2024
- Worked closely with other departments within the organization to ensure seamless coordination when addressing complex customer issues or escalating concerns as needed.
- Collaborated with management to develop strategies for enhancing the overall customer experience.
- Increased sales through upselling and cross-selling techniques, educating customers on product offerings.
- Monitored employee performance, providing constructive feedback and coaching for continuous improvement.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Promoted a positive and inclusive working culture that emphasized collaboration, teamwork, and mutual respect among all employees.
- Developed strong relationships with customers, providing personalized assistance and support.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed team of customer service representatives, ensuring consistent high-quality service delivery.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Led recruitment and onboarding efforts for new team members, ensuring they were well-prepared to contribute immediately upon joining the organization.
Department Manager
Gander Outdoors
04.2020 - 10.2020
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Private Home Caregiver
Rosanna Herrick
09.2018 - 03.2020
- Managed household tasks efficiently such as laundry, light housekeeping duties relating to the client''s immediate environment without compromising quality of care provided to the client.
- Ensured safety of clients by diligently following care plans, monitoring health conditions, and reporting changes to supervisor and family
- Demonstrated cultural competency by respecting diverse backgrounds, perspectives, values, and beliefs of clients served in the private home environment.
- Maintained client confidentiality and privacy in accordance with HIPAA regulations and professional standards of practice.
- Implemented therapeutic interventions or exercises
- Prepared nutritious meals according to individual dietary requirements while considering preferences for taste and presentation.
- Developed strong rapport with clients through active listening skills, empathy, patience, and humor when appropriate.
- Improved overall quality of life for clients by addressing their physical, emotional, social, and cognitive needs in a holistic manner.
- Enhanced client comfort by providing compassionate and attentive care in a private home setting.
- Maintained clean and organized living spaces for clients'' well-being and peace of mind.
- Built strong relationships with clients to deliver emotional support and companionship.
Store Manager
Peebles Department Store
01.2016 - 01.2018
- Managed sales representatives and their metrics on a daily basis within two consecutive locations
- In 2016, reduced shrink from 2.76 to 1.89 in first location; in second year, reduced shrink from 1.19 to 1.17
- Received several awards as follows: Number 1 in the district two years in a row for the company’s magazine subscription program; Number 1 in sales for 2nd quarter in 2017; achieved bonus for 8 out of 10 quarters
- Recruited and developed two counter managers for cosmetics department
- Also recruited one assistant manager for the company and promoted an assistant manager to an interim manager position
Assistant Manager
BCBG Maxazria
01.2014 - 01.2016
- Oversaw store operations, staff hiring and training, inventory control, payroll, sales, and customer service
- Instrumental in developing an operationally sound organization
- Within one year’s time, decreased shrink and moved an underperforming business from deficit to profitability
Store Manager
Journey’s
01.2011 - 01.2012
- Directed complete store operations and drove sales through coaching of staff and product education
- Worked with each associate to help them achieve sales goals
- Promoted within six months from smaller volume to higher volume location
- Interviewed and hired a new staff from the ground up
- Actively recruited and trained store managers and sales associates
Assistant Manager
BCBG Maxazria
01.2010 - 01.2011
- Oversaw store operations, staff hiring and training, inventory control, payroll, sales, and customer service
- Instrumental in developing an operationally sound organization
- Within one year’s time, decreased shrink and moved an underperforming business from deficit to profitability
Counter Manager, Estée Lauder
Macy’s
01.2009 - 01.2010
- Increased sales with current client base and acquired new clients
- Trained new staff on product knowledge and selling skills
- Eliminated 50% of counter’s fiscal debt in four months upon starting in fourth quarter
- Planned skincare and makeup events to drive business
Lead Sales Manager
Express
01.2008 - 01.2009
- Ran the sales floor and coached staff to meet segment goals and daily sales goals
- Replenished product on sales floor, controlled inventory, and upheld daily visual merchandising standards
Store Manager
The Body Shop
01.2006 - 01.2008
- Turned store around from an 8% deficit to a 5.2% increase within eight months through training and development of staff and ultimate customer service improvements
- Trained and developed part-time associate to part-time assistant manager, then full-time assistant manager
- One of the top three shops out of thirty in eastern region with the lowest shrink
- Oversaw two locations and achieved sales goals in each one
Advanced Makeup Instructor
Philips Hairstyling Institute
01.2003 - 01.2006
Counter Manager/Regional Makeup Artist
Lancôme Cosmetics
01.1999 - 01.2006
- As Counter Manager, was active in calculating associates’ daily, weekly, and monthly goals
- Increased sales to double digits in 10 of 17 months and brought counter from 3rd to 2nd place, surpassing Estée Lauder within the department
- Generated an increase of 3% for total year and sold $163K in an 11-month period
- Excelled in all goals from the company friendliness program to personal productivity
- As Regional Makeup Artist, participated in all regional and national events in the geographic area, promoting sales through demonstration and customer product education
- Personally drove 25-35% of event business
- Supported area counters in absence of beauty advisors
- Reported daily account totals to account executive
Education
Licensed Cosmetologist - New York State
Phillips Hairstyling Institute
Syracuse, NYSeminar and certification - Managerial Effectiveness
ABVI-Goodwill
Rochester, NYFraming certification -
Aaron Brothers, Art & Framing
Los Angeles, CAHigh School Diploma -
Fayetteville-Manlius High School
Fayetteville, NYCosmetology - Hair, Skin, Nails, Makeup
Phillips Institute
Syracuse, NYSkills
- Staff leadership
- Account management
- Technical skills
- Quality management
Professional Highlights
Directed complete operations and employees, including weekly store inventories. Drove sales through staff coaching and product education. Involved in development and oversight of multiple locations., Oversaw facility upkeep, cleanliness, maintenance, organization, inventory control, and daily communications., Trained all employees in policies, procedures, and POS systems; kept teams current on product knowledge., Interviewed and hired new staff; oriented new hires to the business and its processes., Scheduled and allocated staff to ensure adequate levels of coverage that met customer demands., Managed payroll daily, weekly, and monthly, and conducted payroll audits., In charge of detailed backroom organization and inventory control, and cross-referencing of shipments using in-store systems., Facilitated monthly loss prevention self-audits., Grew store sales even in previously underperforming businesses, increasing performance by up to 50%., Exercised leadership and took stores or departments with deficits to profitability through staff training and customer service improvement., Consistently met daily, weekly, and monthly sales targets., Motivated department managers to develop creative solutions that improved staff sales numbers., Implemented and followed corporate schematics to merchandise products per company standards., Offered expert advisement on proper product placement and visual merchandising schemes that enhanced sales., Monitored associates daily sales and assisted them with goal-setting and self-evaluation., Led sales teams to achieve high rankings on regional and national levels., Represented companies and delivered expert product presentations during promotional events., Formed entire staffs from the ground up. Recruited, interviewed, and hired the most qualified employees., Developed store managers, co-managers, and numerous sales associates., Collaborated with corporate loss prevention leader; trained and monitored staff in appropriate loss prevention tactics, shrinkage and inventory control., Supervised sales floor; monitored staff adherence to sales and customer service and loss prevention procedures., Conducted staff performance evaluations and provided counseling/corrective action plans as needed., Used role playing, corporate training materials, and in-the-moment coaching to teach and develop employees., Provided resources to help employees attain maximum levels of performance in their positions.
Timeline
MIT Manager in Training
Maple Leaf Markets
05.2024 - 08.2024
Assistant Manager of Customer Service
BigLots
09.2022 - 01.2024
Department Manager
Gander Outdoors
04.2020 - 10.2020
Private Home Caregiver
Rosanna Herrick
09.2018 - 03.2020
Store Manager
Peebles Department Store
01.2016 - 01.2018
Assistant Manager
BCBG Maxazria
01.2014 - 01.2016
Store Manager
Journey’s
01.2011 - 01.2012
Assistant Manager
BCBG Maxazria
01.2010 - 01.2011
Counter Manager, Estée Lauder
Macy’s
01.2009 - 01.2010
Lead Sales Manager
Express
01.2008 - 01.2009
Store Manager
The Body Shop
01.2006 - 01.2008
Advanced Makeup Instructor
Philips Hairstyling Institute
01.2003 - 01.2006
Counter Manager/Regional Makeup Artist
Lancôme Cosmetics
01.1999 - 01.2006
Seminar and certification - Managerial Effectiveness
ABVI-Goodwill
Framing certification -
Aaron Brothers, Art & Framing
High School Diploma -
Fayetteville-Manlius High School
Licensed Cosmetologist - New York State
Phillips Hairstyling Institute
Cosmetology - Hair, Skin, Nails, Makeup
Phillips Institute
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