Summary
Overview
Work History
Education
Skills
Timeline
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Phillippa Clarke

Brooklyn,NY

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

24
24
years of professional experience

Work History

Store Manager

Kenneth Cole
New York, New York
12.2017 - 12.2022
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Updated and maintained store signage and displays.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.

Manager of Business Development and Sales

Guess Inc
New York, York
02.2016 - 08.2017
  • Developed short-term and long-term vision and strategy to achieve targeted sales objectives.
  • Maintained open and ongoing communication with clients to meet needs and expectations.
  • Gathered and analyzed business, market and competitor information to support development of strategic marketing plan.
  • Supported sales team members to drive growth and development.
  • Coached, developed and motivated team to achieve revenue goals.
  • Resolved customer complaints regarding sales and service.
  • Built sales forecasts and schedules to reflect desired productivity targets.

Operations Manager, Customer Experience

American Eagle
New York, NY
01.2011 - 05.2015
  • Managed scheduling, training and inventory control.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Conducted periodic assessments to evaluate company's financial performance.
  • Communicated with customers via phone, email and online chats.
  • Created corrective actions based on adverse KPI trends.
  • Controlled departmental facilities use and approved requests for repairs or improvements.
  • Measured and reviewed performance via KPIs and metrics.
  • Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
  • Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
  • Collected customer fees, managed refunds and provided complete sales documentation.

Manager of Business Development and Sales

Guess Inc
New York, NY
01.2009 - 01.2011
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Prepared budgets and approved budget expenditures.
  • Developed comprehensive business development plan to achieve sustainability and annual budget goals.
  • Resolved customer complaints regarding sales and service.
  • Coached, developed and motivated team to achieve revenue goals.
  • Tracked monthly sales to generate reports for business development planning.
  • Enhanced sales volume through skilled support to both new and inactive customers.

Manager /Inventory Controller

H & M
New York, New York
01.1999 - 01.2006
  • Performed audits of operational and financial areas to check compliance.
  • Researched and implemented best practices to improve audit results.
  • Presented audit results to management teams, delivering information in non-technical terms for easy understanding.
  • Managed and trained team members to enhance audit department performance and increase operational efficiency.
  • Reduced audit fees by bringing audit processes in-house.
  • Wrote reports, authored papers and organized supporting documentation.
  • Designed internal control policies to improve audit scores.
  • Posted financial data in Excel spreadsheets and managed inventory.
  • Investigated and resolved billing issues to maximize cash flow and minimize liabilities.

Education

Associate of Business Administration - Business Administration and Marketing Merchandising, Fashion Buying

Fashion Institute Of Technology
01.2008

Skills

  • Report Generation
  • Credit Card Payment Processing
  • Report Creation
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Verbal and Written Communication
  • Data Entry
  • Efficient and Detail-Oriented
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Calm and Professional Under Pressure
  • Multitasking and Prioritization
  • Responding to Difficult Customers
  • Transaction Processing
  • Creative Problem Solving
  • Upselling Products and Services
  • Data Entry and Maintenance
  • Conflict Mediation
  • Schedule Mastery
  • Project Management

Timeline

Store Manager

Kenneth Cole
12.2017 - 12.2022

Manager of Business Development and Sales

Guess Inc
02.2016 - 08.2017

Operations Manager, Customer Experience

American Eagle
01.2011 - 05.2015

Manager of Business Development and Sales

Guess Inc
01.2009 - 01.2011

Manager /Inventory Controller

H & M
01.1999 - 01.2006

Associate of Business Administration - Business Administration and Marketing Merchandising, Fashion Buying

Fashion Institute Of Technology

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