Leena Rampersad Clarke
Glen Oaks,NY
Summary
Results-focused Supervisor offering six years of experience leading talented sales personnel. Successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
14
14
years of professional experience
Work History
Operations Manager
Hertz
10.2021 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Train and develop new managers.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Created VAS and NPS reports weekly.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Participated in interviewing and hiring talented individuals with top-level strengths.
- Create monthly contest.
- Effectively supervised staff of 35 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Member Relations Counselor
AAA Northeast
09.2020 - 10.2021
- Address complaints from all departments within AAA Northeast, encompassing a range of situations that a member can encounter from a sales and service aspect.
- Determine reimbursements in accordance to establish policies and procedures.
- Maintain accurate logs of workflow, record member complaints and follow up.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse members questions.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 90%.
- Meet and exceed local and national quality standards for timely acknowledgement and resolution of complaints.
Sales Manager
International Shoppes, JFK
06.2019 - 08.2020
- Manage store in absence of General Manager.
- Train and develop new managers.
- Provide support to General Manager and Assistant Manager related to all aspects of operations.
- Responsible for store opening and closure procedures.
- Ensuring compliance of US Customs Regulations and company policies and procedures are followed.
- Responded to and resolved customer questions and concerns.
- Worked with management team to implement proper division of responsibilities.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Oversaw and optimized work of more than 50 sales associates performing high-quality customer service.
- Managed schedules to give proper coverage to required areas and meet customer service demands.
Selling Specialist
Bloomingdales
04.2018 - 08.2020
- Drive and maximize sales goals through building and maintaining relationships with customers.
- Generated brand awareness and created positive product impressions to increase sales.
- Handled sensitive customer data for purchasing purposes.
- Administered all point of sale opening and closing procedures.
- Managed over 50 customer calls per day and increased sales by 10%.
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
- Answered questions about store policies and concerns to support positive customer experiences.
- Analyzed customer needs to suggest products to meet individual demands.
- Developed creative merchandising techniques to construct optimum marketing displays and generate interest in feature products and services.
Shop Manager
Fossil Group Inc
05.2010 - 02.2018
- Manage business garnering $4M in sales by exceeding sales goals through effective application of selling strategies.
- Compose weekly reports analyzing trends and developing innovative strategies to exceed goals and maintain authenticity of each brand’s identity.
- Motivate and lead team members by providing an array of tools to increase productivity and in turn inspire investment in increase of company’s longevity.
- Liaise with account executives to communicate fashion trends and maintain distinctiveness through implementation of promotional events resulting in increase of revenue.
- Maintain excellent relationship with wholesale and retail partners in order to successfully execute new product launches, high stake events and floor moves.
- Merchandised all luxury brand watches to meet standards of visual merchandising guidelines for Michael Kors, Emporio Armani, Armani Exchange, Burberry, Diesel, DKNY, Adidas, Marc Jacobs, Michele and Tory Burch.
- Maintained and organized inventory for day to day selling and negotiated retail space for merchandise.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
Education
Associate of Science - Business Administration
York College of The City University of New York
Jamaica, NY12.2010
Skills
- Training and Development
- Leadership
- Processes And Procedures
- Management
- Member service and support
Timeline
Operations Manager
Hertz
10.2021 - Current
Member Relations Counselor
AAA Northeast
09.2020 - 10.2021
Sales Manager
International Shoppes, JFK
06.2019 - 08.2020
Selling Specialist
Bloomingdales
04.2018 - 08.2020
Shop Manager
Fossil Group Inc
05.2010 - 02.2018
Associate of Science - Business Administration
York College of The City University of New York
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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