John Coppinger

• Managed opening and closing procedures
• Managed and drive sales using various metric measures of results and opportunities.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, merchandise presentation and general store operations.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests
• Walked through store areas to identify and proactively resolve issues negatively impacting operations
• Oversee and manage in store execution of company Omni initiatives to include Same Day Delivery, In Store and Curbside pick up. Store fulfillment of assigned Web Transactions.
• Maintained positive customer relationships by responding quickly to customer service inquiries

• Worked with existing customers to increase purchases of products and services.
• Identified and developed Business to Business customer relations including Television & Film Productions through Set Decorators
• Developed and managed other Business to Business relations with Hospitality industry including restaurants and hotels
• Developed Business relations with Real Estate entities with focus on Corporate Housing set up and refreshes.
• Managed Concierge Services including Personal Shopper, New Mover and Home Delivery programs
• Coached, supported and developed team with goal of continuous growth and skill improvement.
• Conducted competitive research to understand best practices and potential differentiators.
• Over saw team of shoppers for phone sales, web initiated in store pick up.
• Oversaw Web Site order fulfillment assigned to store that included shopping and shipment of orders
• Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy

Partnered with District Managers & Store Managers

to Drive Sales through multi levels of Customer Service Programs and Initiatives

• Product knowledge & Training
• Selling Skills
• Customer Engagement
• Wedding & Gift Registry
• Front End Check out customer experience
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Collaborated with upper management to improve customer service processes and support structures company-wide
• Collaborated with marketing department to launch and manage promotional activities and campaigns
• Followed through with client requests to resolve problems
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Resolved concerns with products or services to help with retention and drive sales
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Exceeded team goals and collaborated with staff members to implement customer service initiatives
• Monitored customer service operations to assess agent performance and provide feedback

• Landed positions of increasing responsibility based on expertise in loss prevention methods and store operations.
• Trained loss prevention staff, retail managers and store employees on loss control and prevention measures.
• Collaborated with law enforcement in investigating and solving theft and fraud cases.