Summary
Overview
Work History
Education
Skills
Timeline
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Richard Pomerleau

Framingham,MA

Summary

Dynamic Customer Engagement Manager with a proven track record at Five Below, excelling in training development and operations management. Enhanced customer satisfaction through strategic process improvements and staff training. Adept at resolving complaints and fostering teamwork, driving significant improvements in engagement and service quality.

Experienced with customer relationship management, ensuring high levels of client satisfaction and engagement. Utilizes effective communication and strategic planning to drive customer loyalty. Track record of successfully managing and mentoring teams to achieve collective goals.

Overview

39
39
years of professional experience

Work History

Customer Engagement Manager

Five Below
05.2019 - 06.2025
  • Leveraged analytics tools to track customer engagement and satisfaction levels, allowing for continuous improvement of processes and strategies.
  • Identified areas for improvement in existing customer engagement processes by analyzing performance metrics and feedback data.
  • Championed a culture of exceptional customer service within the organization, setting high standards for team performance and leading by example.
  • Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.
  • Implemented systems and procedures to increase sales.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Operations Manager, Customer Experience

Party City
03.2013 - 12.2018
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Improved customer satisfaction ratings by implementing new training programs for staff.
  • Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
  • Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Developed new employees and on-going performance assessment of current employees.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Executive Assistant to the Store Manager

Walgreens
11.1986 - 04.2013
  • Enhanced employee satisfaction by swiftly resolving scheduling concerns.
  • Optimized stock levels through diligent record-keeping and ordering.
  • Handled pressure effectively, contributing to efficient task completion and superior customer service.
  • Facilitated hiring procedures by evaluating resumes.
  • Handled confidential and sensitive information with discretion and tact.
  • Organized electronic data and managed filing systems.

Education

Diploma -

Randoloh High School
Randolph, MA

Skills

  • Training development
  • Written communication
  • Adaptability
  • Inventory management
  • Staff supervision
  • Customer complaint resolution
  • Operations management
  • Teamwork
  • Time management abilities

Timeline

Customer Engagement Manager

Five Below
05.2019 - 06.2025

Operations Manager, Customer Experience

Party City
03.2013 - 12.2018

Executive Assistant to the Store Manager

Walgreens
11.1986 - 04.2013

Diploma -

Randoloh High School

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Richard Pomerleau