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Thea Preston
Columbus,Ohio
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSummary
Customer Service Specialist experienced in prioritizing and multi-tasking within fast-paced environments. Achieved team objectives and effectively resolved escalated customer support issues through strong collaboration and focus on customer satisfaction. Committed to delivering value and enhancing customer experiences.
Overview
29
29
years of professional experience
Work History
Customer Service Manager
IKEA
Columbus, OH
12.2024 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained knowledge of IKEA products to assist customers effectively during inquiries and sales.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Acted as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Merchandising Manager
Athleta (GAP Inc.)
Santa Barbara, CA
01.2023 - 01.2024
- Managed visual merchandising standards to maintain brand consistency across locations.
- Trained and mentored team members on merchandising best practices and techniques.
- Ensured compliance with company policies regarding product selection, ordering, display and inventory management.
- Researched, analyzed and evaluated trends in the fashion industry to determine customer preferences.
Store Manager / VIP Experience, Pop-Ups
PUMA North America
Los Angeles/Topanga/Camarillo, CA
12.2009 - 01.2023
- Ensured the store consistently achieves or exceeds sales, KPIs, and profitability goals through effective planning, expense control, sales strategies, and high standards of customer service.
- Managed payroll control and created service-driven schedules to maintain profitability while providing excellent customer service.
- Recruited, trained, developed, and planned succession for high-performing staff.
- Administered performance recognition, coaching, and annual talent management reviews, fostering a culture of continuous improvement.
- Trained peers on various topics, including training for new-hire management, newly promoted management, visual merchandising, and recruiting techniques.
- Acted as KSM (Kronos Support Manager) for the Southern California district from 2018 to 2023, overseeing district timecards, monitoring district penalties, providing KSM training for new Store Managers, and attending corporate communication meetings regarding Kronos.
- Complied with all policies and procedures, operational core competencies, and key accountabilities, ensuring staff compliance.
- Set up and broke down events, troubleshooting issues, providing technical support, managing inventory, and implementing loss prevention measures.
General Manager
Finish Line
Dallas (Plano), Ft. Worth, Houston, Seattle, Staten Island, Queens, TX
06.1997 - 01.2006
- Managed store operations to consistently achieve or exceed sales, KPIs, and profitability goals through effective planning and expense control.
- Oversaw store operations for 20-40 employees, adapting to typical and peak-season demands to optimize performance.
- Recruited, trained, developed, and planned succession for high-performing associates.
- Controlled payroll and scheduled services to maintain profitability and high customer service levels.
- Ensured that all training programs, both domestic and international, are fully implemented, functional, and results-driven within the store.
- Achieved or exceeded inventory and shrinkage goals, and oversaw the biannual physical inventory process.
- Analyzed customer buying trends and competitive information to drive business impact.
- Communicated, managed, and executed all marketing opportunities and events within budget and according to all policies and procedures.
- Managed loss prevention compliance within the store environment.
Education
Skills
- Customer relationship management
- Customer service
- Product knowledge
- Performance management
- Staff training
- Team leadership
- Conflict resolution
Additional Information - Relocation
Open to relocation anywhere for the right opportunity.
Timeline
Customer Service Manager - IKEA
12.2024 - Current
Merchandising Manager - Athleta (GAP Inc.)
01.2023 - 01.2024
Store Manager / VIP Experience, Pop-Ups - PUMA North America
12.2009 - 01.2023
General Manager - Finish Line
06.1997 - 01.2006
Independence High School - ,