Theresa Russo
Verona,NJ
Summary
Dynamic leader with a proven track record in enhancing customer satisfaction and driving sales growth at Fur The Love Of Dogs. Expert in strategic planning and relationship building, adept at fostering teamwork and collaboration. Achieved significant performance improvements through effective leadership and organizational structuring. Skilled in marketing and customer service management, consistently exceeding business goals.
Overview
34
34
years of professional experience
Work History
Owner
Fur The Love Of Dogs
2018.09 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Interacted well with customers to build connections and nurture relationships.
Call Center Representative
Outreach Call Center
2010.08 - 2018.10
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Manager
Ladies Workout Express
2005.03 - 2010.06
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Sales Consultant
New York Sports Club
2002.02 - 2005.08
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
- Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
- Exceeded quota expectations consistently through diligent prospecting efforts and effective pipeline management techniques.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Increased referral business by establishing a strong rapport with existing clients, leading to positive word-of-mouth recommendations and an expanded customer base.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Fitness Center Supervisor
Essex Fitness Center
2000.05 - 2002.09
- Collaborated with other departments to develop wellness initiatives, fostering a holistic approach to health and fitness for members.
- Coordinated special events such as workshops or guest speaker presentations, enhancing member engagement with unique experiences beyond typical gym offerings.
- Evaluated staff performance regularly, providing constructive feedback to support ongoing improvement in service delivery.
- Boosted revenue by creating targeted marketing campaigns to attract new clients and promote special offers.
- Supported the launch of new services or class offerings by conducting market research and competitor analysis.
- Increased membership retention through the effective management of fitness programs, personal training sessions, and group classes.
- Established strong relationships with local businesses, securing partnerships that led to increased brand visibility within the community.
- Maintained a clean and safe environment for guests, conducting regular safety inspections and coordinating necessary repairs.
- Conducted regular evaluations of fitness center programs, using member feedback to inform future improvements and enhancements.
- Enhanced member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Trained newly hired employees, offering insight into job duties and providing positive feedback on work.
- Managed fitness centers, recreation facilities and aquatic programs with emphasis on safety.
- Demonstrated strong knowledge of all fitness equipment and explained to customers how to properly use each machine.
- Supported enrollees in fitness program services by encouraging participation in Zumba, yoga and other beneficial workout classes.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Inspected equipment and facilities for signs of wear or damage impacting safety.
- Conducted research and analysis of market trends to determine potential opportunities for growth.
Sales Associate
Saks Fifth Avenue
1997.07 - 2000.05
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Collaborated with team members to achieve monthly sales targets.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Sales Associate
Nordstrom
1993.02 - 1997.07
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Recommended complementary purchases to customers, increasing revenue.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Manager of Business Development and Sales
Diana Scura Dance Studio
1990.06 - 1993.02
- Enhanced customer satisfaction with efficient account management, timely follow-ups, and prompt resolution of issues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Led team meetings focused on sharing best practices which contributed significantly to overall team success.
- Collaborated with sales, marketing and other internal teams to meet shared goals.
- Mentored junior sales staff for improved performance, providing guidance on best practices and customized training programs.
- Qualified leads by scheduling introductory discovery meetings and calls.
- Developed new markets and expanded existing ones through effective market research, competitor analysis, and targeted marketing campaigns.
- Managed budgets responsibly by monitoring expenses closely and making prudent investments in promotional activities that delivered high ROI.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Education
Certificate Of Cosmetology - Cosmetology
Orange Beauty School
West Orange, NJ07.1987
High School Diploma -
West Orange High School
West Orange, NJ06.1987
Skills
Customer Relations
Small business operations
Relationship Building
Verbal and written communication
Strategic Planning
Marketing
Negotiation
Sales management
Customer Service
Decision-Making
Teamwork and Collaboration
Customer Service Management
Effective leader
Goal Setting
Performance Improvements
Organizational Structuring
Timeline
Owner
Fur The Love Of Dogs
2018.09 - Current
Call Center Representative
Outreach Call Center
2010.08 - 2018.10
Manager
Ladies Workout Express
2005.03 - 2010.06
Sales Consultant
New York Sports Club
2002.02 - 2005.08
Fitness Center Supervisor
Essex Fitness Center
2000.05 - 2002.09
Sales Associate
Saks Fifth Avenue
1997.07 - 2000.05
Sales Associate
Nordstrom
1993.02 - 1997.07
Manager of Business Development and Sales
Diana Scura Dance Studio
1990.06 - 1993.02
Certificate Of Cosmetology - Cosmetology
Orange Beauty School
High School Diploma -
West Orange High School
Similar Profiles
Lauren StubbendickLauren Stubbendick
Receptionist at For The Love Of Dogs Pet Boutique And GroomingReceptionist at For The Love Of Dogs Pet Boutique And Grooming
Heidi SuarezHeidi Suarez
Certified Dog Trainer at Must Love Dogs LTDCertified Dog Trainer at Must Love Dogs LTD
Cora JensenCora Jensen
Mobile Dog Groomer at Paws Fur HoofsMobile Dog Groomer at Paws Fur Hoofs