Mark Elder
Instructor/Mangement
Arlington,VA
Summary
Customer-oriented Store Manager offering numerous years of experience in retail operations, sales and service team leadership and profitability strategies. Management experience in Books, Music and Cafe setting. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Focused Store Manager versed in all aspects of running retail establishment, including opening and closing procedures, banking, merchandising and recruiting. Keeps operations efficient, productive and on-track to consistently meet and exceed expectations. Sales expert with unparalleled communication and relationship-building talents.
Attentive Retail Manager experienced in guiding and motivating top-quality talent. Well-versed in assessing sales performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.
Overview
30
30
years of professional experience
Work History
Instructor
BASIS School
Washington, DC
01.2022 - 01.2023
- English (8th Grade), with focus on grammar and literature
- English (9th Grade), with focus on non-fiction rhetoric and analysis
- English (10th Grade), honors literature
- Returned to teaching after several years in sales, working at the BASIS charter school in downtown DC.
- Awarded the “Shakespeare Award” for outstanding performance for the 2022-23 school year
Keyholder/Sales Associate
J. Press
Washington, DC
01.2012 - 01.2022
- Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
- Resolved customer disputes quickly and efficiently while maintaining excellent customer service standards at all times.
- Provided training on cash register operations and customer service techniques to newly hired staff members.
- Developed good working relationships with store leadership and sales personnel.
- Worked regularly with suppliers to maintain selection of made-to-measure fabrics, and developed significant product knowledge of materials, productions, and traditions.
- Invited customers to participate in store activities and special events.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Incorporated product knowledge in sales process to maximize sales, units sold and dollar value of transactions.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Trained, managed and motivated employees to promote professional skill development.
- Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
- Helped customers find specific products, answered questions, and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Assisted customers with product selection, sizing and styling.
- Developed trusting relationships with customers by making personal connections.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Collaborated with management teams to develop innovative marketing strategies.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Keyholder/Sales Associate
Brooks Brothers
Washington, DC
01.2010 - 01.2012
- Resolved customer disputes quickly and efficiently while maintaining excellent customer service standards at all times.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Conducted inventory counts as needed to ensure accuracy of stock levels.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Attended trade shows or special events representing the organization's brand in a professional manner.
- Facilitated and developed lasting relationships with clients to increase client retention.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Used Point of Sale register system to complete transactions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted regular inventory audits to ensure accuracy of stock levels.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
Instructor
Castillero Middle School
San Jose, CA
01.2001 - 01.2004
- Instructor, United States History, 2001 – 2004 with emphasis on the U.S
- Constitution, the American Civil War, and the Supreme Court
- Instructor, World Civilizations, 2001 – 2003 with emphasis on Classical Greece, the Judeo-Christian tradition in Western Civilization, and Renaissance Europe.
- Instructor, English Language and Literature, 2000 – 2003 with emphasis on grammar, and 20th c
- American literature.
- Joined the Teach for America program as a Fellow in the San Jose Unified School District, a program designed address a crisis in teacher numbers in the California state school system.
- Lead faculty trainer, ‘backwards planning’ curriculum design
- Union Representative, California Teachers Association
- Faculty Advisor to Student Council and Student Government
- Lead Faculty Representative, School Site Council; Uniform and Discipline Committee
- Almaden County Teacher of the Month, 2004
- Phillips Exeter Academy Summer Humanities Program, 2004
Multimedia Manager; Human Resources Manager
Borders Books, Music & Cafe
Los Gatos, CA
01.1998 - 08.2000
- Managed human resources for new store and all elements of store recruitment: personnel, training, inventory, merchandising, external relations with vendors, operations, and sales.
- Simultaneously served as Multimedia Manager, Human Relations Manager and Loss Prevention manager while also training staff in bookstore and cafe operations.
- Coordinated hiring, training, and scheduling for staff of fifty, in all areas of the store including the café.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions, including the cafe, to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted quality, timely performance feedback and performance appraisals.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Directed regular loss prevention audit programs.
- Developed strategies for minimizing losses due to shoplifting or employee theft.
- Trained new employees on company security protocols and safety regulations.
- Served as team lead for safety and loss prevention operations, teaching fellow employees various methods to prevent theft.
Director of Annual Funds
Kenyon College
Gambier, Ohio
01.1994 - 01.1995
- Directed all aspects of college’s $1.4 million annual fund program, including personal solicitations, direct mail, reunions, and telemarketing campaigns.
- Directed fund raising activities of Parents Advisory Council, raising an additional $300,000 from current and alumni parents.
Director of Corporate and Foundation Relations
The Washington Opera
Washington, DC
01.1993 - 01.1994
- Responsible for developing funding projects for company with $11 million annual budget, including identification, research, and solicitation of corporate, foundation, and individual donors.
- Wrote successful grant proposals for the Opera Annual Fund, the Opera Corporate Underwriting Program, other major events, production underwriting, and funding for the commission of new works.
- Successfully secured major annual grant from the National Endowment for the Arts.
- Directly responsible for two Opera for a New America grants totaling $250,000 - one fourth the national allocation and the largest national award of its kind.
Human Resources Manager
Borders Books, Music & Cafe
Westlake, OH
01.1998
- Following my experience in arts and education fund raising, elected to return to the bookstore business, with an eye toward gaining experience relevant for the family business.
- Edited and implemented a specific taxonomy for inventory.
Education
Master of Philosophy - History
University of Durham, UK
01.2006
Multiple Subject Credentials Program in Education -
California State University, San Jose
01.2004
Bachelor of Arts - Political Philosophy
Kenyon College, Gambier, Ohio
01.1984
Skills
- Schedule Management
- Inventory Control
- Customer-Oriented
- Staff Development
- Inventory Management
- Cash Handling Ability
- Scheduling Coordination
- Staff Management
- Policy Enforcement
- Employee Training
- Conflict Resolution Techniques
- Verbal and written communication
References
Available on request
Timeline
Instructor
BASIS School
01.2022 - 01.2023
Keyholder/Sales Associate
J. Press
01.2012 - 01.2022
Keyholder/Sales Associate
Brooks Brothers
01.2010 - 01.2012
Instructor
Castillero Middle School
01.2001 - 01.2004
Multimedia Manager; Human Resources Manager
Borders Books, Music & Cafe
01.1998 - 08.2000
Human Resources Manager
Borders Books, Music & Cafe
01.1998
Director of Annual Funds
Kenyon College
01.1994 - 01.1995
Director of Corporate and Foundation Relations
The Washington Opera
01.1993 - 01.1994
Master of Philosophy - History
University of Durham, UK
Multiple Subject Credentials Program in Education -
California State University, San Jose
Bachelor of Arts - Political Philosophy
Kenyon College, Gambier, Ohio