Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Molly Gordon

Mt. Vernon,IN

Summary

Energetic and dedicated professional with a flawless history of providing superior customer-focused service in diverse settings. Proven ability to effectively resolve disputes and create innovative solutions that meet customer needs while complying with company policies. Strong organizational and communication skills in fast-paced environments. Track record of success in handling multiple demands, determining priorities, and making sound decisions. Consistently achieves objectives through organizational talents, attention to detail, and meticulous follow-through.

Overview

33
33
years of professional experience

Work History

MASTER SCHEDULER/INSTALLATION MANAGER

StoneMark Granite
Louisville, KY
01.2016 - Current
  • Provide high-quality customer service daily through effective communication and problem-solving skills to meet customer needs.
  • Maintain the highest level of customer appreciation and service.
  • Call the customer to go over scheduling and how the process works.
  • Follow up with customers to make sure their experience was exceptional.
  • Solve installation problems that occur, and follow up with the customer on their solution.
  • Responsible for dealing with difficult customers and advising customers based on the complaints handling policies.
  • Manage office staff of 4, and 8 installers.
  • Respond to customers' requests in a timely and efficient manner.
  • Demonstrate ability to quickly learn and adapt to new routines and systemsin a fast-paced, time-sensitive environment.
  • Consistently received positive customer feedback and created repeat business by developing long-term relationships with customers.

LOGISTICS/CUSTOMER SERVICE MANAGER

Old Navy
Louisville, KY
10.2002 - 09.2005
  • Responsible for driving profitable sales growth through all aspects of the store, including customer and product operations, merchandising, and talent development.
  • Supported the execution of the store strategy to achieve performance goals.
  • Developed and coached behaviors to Leads, Experts, and Brand Associates to cultivate a high-performing team to deliver a best-in-class experience to our customers.
  • Supported strategies and processes to drive store sales and deliver results through a customer-centric mindset.
  • Recruited, hired, and developed highly productive Brand Associate and Expert teams.
  • Implemented action plans to maximize efficiencies and productivity.
  • Perform Service Leader duties.
  • Ensured consistent execution of standard operating procedures.
  • Represented the brand and understood the competition and retail landscape.
  • Promoted community involvement
  • Leveraged omnichannel to deliver a frictionless customer experience
  • Ensured all compliance standards are met.
  • Determined to effectively lead and inspire others to learn and grow through coaching and mentoring.

STORE MANAGER

Lady Foot Locker
Louisville, KY
10.1991 - 10.2002
  • Coached and motivated the team to inspire top performance and an exceptional customer experience.
  • Executed the highest standards in recruiting, hiring, training, guest services, visual merchandising, and all store operations.
  • Executed plans to drive key performance indicators to maximize profitability.
  • Enhanced brand loyalty by empowering the team to create a natural and personable experience for customers.
  • Acted as a partner between customers, sales associates, store leadership, and corporate business partners.
  • Maintained a high level of customer focus and led by example with clear and engaging communication.
  • Ensured visual directives and standards were maintained.
  • Provided exceptional training to all associates on product knowledge, customer service, cash wrap training, inventory flow/organization, and how to apply their learnings to the customer's overall experience.

Education

General Studies

University of Southern Indiana
Evansville, IN

Skills

  • Capacity Planning
  • Project Planning
  • Scheduling Software
  • Master scheduling
  • Relationship Building

Affiliations

  • play tennis
  • play pickleball
  • coach volleyball
  • basketball mom

Timeline

MASTER SCHEDULER/INSTALLATION MANAGER

StoneMark Granite
01.2016 - Current

LOGISTICS/CUSTOMER SERVICE MANAGER

Old Navy
10.2002 - 09.2005

STORE MANAGER

Lady Foot Locker
10.1991 - 10.2002

General Studies

University of Southern Indiana

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Molly Gordon