Zachary Cassidy
Boonville,USA
Summary
Motivated Assistant Customer Service Manager with 14 years of experience motivating teams and working with customers to find creative solutions to complex problems. Adept at operating POS systems and training new employees. Well-versed in inventory control processes. Dedicated Customer service representative with 14-year background in customer service. Successful at resolving complaints among customers and employees, reviewing Heatmap, out of adherence, and email reports and setting sales goals for teams. Competent in word, excel, powerpoint, outlook, and POS systems.
Experienced with team leadership, customer service, and operational efficiency. Utilizes strategic planning to enhance store performance and staff productivity. Track record of fostering positive, results-driven environment.
Diligent with strong background in retail management. Successfully coordinated store operations and enhanced customer satisfaction. Demonstrated leadership in staff training and inventory management.
Retail management professional with solid track record in optimizing store operations and delivering high-quality customer service. Proven ability to lead teams and adapt to changing business needs. Focused on driving sales and maintaining collaborative work environment.
Focused Assistant Store Manager known for creating stunning merchandise displays and improving revenue for location. Offering exemplary writing and oral communication skills. Experience in diverse retail environments.
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Professional in retail management with solid background in operations and leadership. Known for optimizing store performance through effective team collaboration and strategic planning. Strong in inventory management, customer service, and staff training. Adaptable to changing environments, ensuring consistent achievement of business goals.
Overview
16
16
years of professional experience
Work History
Assistant Store Manager
Cliff's Local Market
Port Leyden, NY
08.2025 - 05.2026
- Analyzed sales data to identify trends, informing strategic decisions for product placement and pricing.
- Streamlined communication processes between departments to enhance operational efficiency and team coordination.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
Assistant Store Manager
Cliff's Local Market
Utica, NY
02.2025 - 08.2025
- Supervised daily operations to ensure exceptional customer service and store performance.
- Led team training initiatives to enhance product knowledge and improve sales strategies.
- Implemented inventory management best practices to optimize stock levels and reduce waste.
- Developed promotional campaigns that increased foot traffic and boosted sales during key seasons.
- Fostered a collaborative work environment, mentoring staff to achieve personal growth and career advancement.
- Resolved customer inquiries effectively, strengthening loyalty and enhancing overall shopping experience.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Sales Associate
Cliff's Local Market
Alder Creek, NY
08.2024 - 02.2025
- Developed strong customer relationships through attentive service and product knowledge.
- Managed inventory levels, ensuring optimal stock availability and reducing waste.
- Trained new associates on sales techniques and store policies to enhance team performance.
- Implemented promotional displays to increase product visibility and drive sales growth.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction ratings.
- 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.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
Produce Team Member
Price Chopper Supermarkets
Utica, NY
06.2024 - 08.2024
- Manage fresh produce section, ensuring inventory is fully stocked and visually appealing to customers.
- Proactively addressed customer inquiries and provided assistance with product selection.
- Remove all inbound product from pallets and ensured all stock is rotated to help prevent company shrink.
Assistant Customer Service Manager
Tops Friendly Markets
Cazenovia, NY
08.2023 - 04.2024
- Coached and acknowledged team member accomplishments and reviewed customer service and sales tracking reports.
- Oversaw ordering products and supplies, auditing of products received and proper stocking.
- Oversaw selection and training of new members.
- Executed, communicated and supported all merchandising programs.
- Operated cash registers and POS systems.
- Achieved store sales and profit goals.
- Supervised department managers and provided aid with recruiting, training, employee performance initiatives and marketing program execution.
Customer Service Representative
Tops Friendly Markets
Boonville, NY
10.2018 - 08.2023
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Completed paperwork for orders and new service actions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Built strong knowledge of product line to assist customers in selecting products.
- Offered products and services to meet customers' needs and goals.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- De-escalated customer complaints using specialized communication techniques.
- Addressed customer concerns and complaints and resolved issues promptly.
Family Photographer
Portraits International
New Hartford, NY
04.2014 - 08.2018
- Offered skin smoothing, color correction, and image manipulation retouching services to deliver high-quality final products.
- Incorporated innovative techniques and equipment, enhancing creativity and producing cutting-edge imagery.
- Scouted locations, set up equipment, and adjusted lights to optimize conditions for capturing exceptional photographs.
- Adjusted apertures, shutter speeds and camera focus based on field depth, subject motion and film speed.
- Made subjects feel at ease to draw out right expression and emotion.
- Transferred photographs to computers for editing, archiving and electronic transmission.
Customer Service Representative
APAC Customer Services
Utica, NY
09.2010 - 09.2012
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Built strong knowledge of product line to assist customers in selecting products.
- Relayed new and relevant information to customers and followed up on promises.
- Offered products and services to meet customers' needs and goals.
- Resolved product and service issues promptly.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- De-escalated customer complaints using specialized communication techniques.
- Addressed customer concerns and complaints and resolved issues promptly.
- Documented detailed notes in CRM system to track customer interactions.
- Returned customer calls and responded to inquiries and complaints.
- Communicated with clients over inbound phone calls
- Navigated multiple systems to identify source of issue.
- Educated customers by explaining complex details in easy-to-understand terminology.
- Updated customer accounts with current personal and purchasing information.
- Followed scripts to maintain good call control.
- Served as friendly first point of contact for customer inquiries.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
Education
High School Diploma -
T.R. Proctor HS
Utica, NY06-2008
Skills
- Conflict resolution Schedule oversight
- POS system operations Team development
- Inventory control Cash handling
- Props and scenery coordination Develop employee knowledge
- Plan projects
- Policy administration Build successful teams
- Emergency response Reporting and documenting
- Staff development Hiring and training
- Solutions planning Goal setting
- Produce Experience
- Recruiting
- Photography
- Adobe Photoshop
- Leadership
- Human Resources
- Interviewing
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Retail operations
- Inventory control
- Customer relations
- Time management
- Team building and leadership
- Store opening and closing
- Attention to detail
- Customer service management
- Staff supervision
- Store operations
- Stock management
- Team management
- POS systems
- POS systems operations
- Employee scheduling
- Hiring and training
- Staff management
- Upselling and cross selling
- Pricing and markdowns
- Work Planning and Prioritization
- Mentoring and coaching
- Goals and performance
- Display setup
- Employee coaching
- Sales expertise
- Sales techniques
- Relationship building and management
- Issue resolution
- Staff scheduling
- Transaction processing
- Stock rotations
- Order management
- Inventory counting
- Strategic merchandising
- Sales strategies
- Records management
- Shift scheduling
- Microsoft Office Suite
- Business development and planning
- Flexible schedule
- Scheduling coordination
- Business development
- Records maintenance
- Incident reports
- Assignment delegation
- Database management
- Operations oversight
- Operations
- Regulatory compliance
- Systems and software expertise
- Human resource policies
Timeline
Assistant Store Manager
Cliff's Local Market
08.2025 - 05.2026
Assistant Store Manager
Cliff's Local Market
02.2025 - 08.2025
Sales Associate
Cliff's Local Market
08.2024 - 02.2025
Produce Team Member
Price Chopper Supermarkets
06.2024 - 08.2024
Assistant Customer Service Manager
Tops Friendly Markets
08.2023 - 04.2024
Customer Service Representative
Tops Friendly Markets
10.2018 - 08.2023
Family Photographer
Portraits International
04.2014 - 08.2018
Customer Service Representative
APAC Customer Services
09.2010 - 09.2012
High School Diploma -
T.R. Proctor HS