Objective
I am a leader in customer service and retention. I manage relationships between clients, customers, employees, vendors and upper management. I've created results-driven sales training programs and I've had over 15 years experience with licensing negotiations for products and property and another 15 years in retail related industries. I've owned my own franchise business and have an "ownership" mentality. I would like to offer my experience to a company that works as a team and helps each other to grow.

Summary
CUSTOMER SERVICE AND RELATIONSHIP MANAGER

Relationship Management
Demonstrated capacity for recognizing and communicating customers needs resulting in the achievement of overall goals and customer satisfaction and retention.

Business Development
Experienced at developing and implementing strategic plans to build revenue and overall customer satisfaction and achieving the goals and objectives to meet these plans. Proven track record managing start-ups and managing turnarounds for established retail outlets.

Staff Leadership and Development
Exceptional capacity to motivate and mentor staff. Strong understanding of what drives employees and keen insight into their developmental needs resulted in design and implementation of training seminars and workshops resulting in better performance and consistently high levels of customer service and retention.

Marketing
Ability to design marketing strategies, all collateral materials to support customer service and significant revenue increases.

Problem Solver
Finely tuned ability to recognize challenges in difficult marketing, management and staffing situations and proven capability to identify the systems, processes and development opportunities to address and correct these problematic challenges resulting in improved operations, profitability and reduced turnover.

Employment

June, 2006 -  September, 2008
Account Manager

Business Development : Responsible for evaluating the business opportunities and expanding the client portfolio of the West Coast operations of this East Coast secret shopper organization. Observe and report on the customer service of employees in the retail, fine dining and casino industries. Since becoming on board, gaming industry accounts have increased by 33%. Conduct test shops, create on-line surveys and act as liaison between multiple clients and mystery shoppers.

Staff Leadership and Development : Expand the West Coast base of shoppers, design and conduct training programs resulting in enhanced secret shopper skills and a higher level of customer service.

July, 2002 -  June, 2006
Owner/Operator

Business Development : Established strong customer and community relationships with a diverse client population. Developed and implemented innovative marketing efforts to increase market share and bottom line profits to the corporation. Managed the business operations and staff utilizing extensive leadership, organizational and people skills to increase membership and revenues by 25%.

February, 2000 -  September, 2002
Specialty Retail Leasing Manager

Business Development : Led expansion program which resulted in revenue growth from $1.2 million to $2.5 million with expectations of further expansion to $4.6 million by 2006. Expanded revenue opportunities by creating more rentable space and prospecting for new tenants. Doubled the number of common area vendors in 1 year. Developed and implemented strategic plans which increased overall customer satisfaction.

Contract Negotiation and Tenant Relationships : Managed all tenant relationships, leased and managed common area spaces, carts/kiosks and storage spaces and temporary in-line spaces in center. Oversaw preparation of lease agreements and collection of rent payments.

Operations : Supervised all building and maintenance services for mall expansion.

Budgeting and Reporting : Managed the preparation of monthly status reports, budget analysis and estimates.

Profitability : Generated over $3 million in sales annually by reaching quota through product knowledge, space management techniques and surpassing expectations with product delivery, support and customer service. Responsible for developing and facilitating strategic plans by creating goals and objectives to build revenue and overall customer satisfaction.

February, 1998 -  February, 2000
Manager

Business Development : Successfully managed all aspects of 3200sf retail location through merchandising and staff development which led to promotion to larger, 8000sf sister store with an increase in supervisory staff from 2 to 5 and sales staff from 10 to 28.

Staff Leadership and Development : Developed and conducted customer service training seminars and orientation procedures for new employees which decreased staff turnover, increased sales and allowed the company to maintain a consistent high level of service for our customers. Managed all other aspects of human resources, hiring, terminating and assessing performance.

Merchandising Management and reporting : Analyzed budgeting forecasts and P and L reports. Prepared stock analysis reports to determine and maintain inventory control and communicated with vendors and buyers to ensure optimal inventory levels.

February, 1997 -  February, 1998
Store Manager

New Branch Startup : Led all aspects of launch of a new 5000sf location. Managed all merchandising, budgets, payroll, sales projections and inventory control. Projected first year sales $2 million.

Staff Leadership : Managed all aspects of staff development to ensure creation of a run staffed store.

Merchandising Management : Merchandised the selling floor to maximize sales and profitability.

October, 1994 -  February, 1997
Group Sales Manager

Branch Conversion : Played significant role in converting Broadway store into Macys West location.
Merchandising Management : Responsible for driving $2.5 million mens 11000sf fashion department.

Staff Development : Managed all aspects of sales associates, recruiting, training and mentoring and assessing performance. Served as co-Chair of Star Council employee recognition program.
Reporting : Provided period sales reports to senior management.

April, 1987 -  August, 1994
Manager, Music Licensing

Contract Negotiation : Negotiated with publishers and record companies for licensed rights, terms and fees for music in all theatrical and television motion pictures, specials, series, home videos, theme park attractions and marketings promotional films and clips. Coordinated payments, cue sheets and negotiations for soundtrack album rights royalty and mechanical licenses.

Program Management : Served as worldwide liaison servicing all departments for music clearance. Advised producers and directors on music selection for company-wide projects.

Crisis Management : A demonstrated understanding of products and contracts in addition to an acknowledged value of integrity resulted in being utilized frequently as an expert witness for General Counsel.

Customer Service : Implemented and controlled screenings of theatrical releases Los Angeles and New York.

February, 1985 -  February, 1987
Manager

Contract Administration : Reviewed contracts for both domestic and international terms and territorial clauses. Upon availability of each contract title, determined expiration dates based upon specific time frames. Summarized contracts onto mainframe database and prepared quarterly reports of all acquired product.

Systems Management : Designed and implemented computer-based programs to house information on theatrical films in product and releases that resulted in more efficient property product control.

Research : Researched and tracked trade papers and journals to maintain up-to-date information and input changes as necessary.

Reporting : Prepared monthly release schedules for acquired product and reports as requested on industry availability of product. Acted as troubleshooter for Contracts Administration Department.

October, 1981 -  December, 1984
Coordinator

Systems Management : Department liaison to MIS, entailing design and implementation of Home Video and Foreign databases for release patterns of future acquisitions. Compiled and maintained accurate data input.
Research : Coordinated special research projects for senior managements use in negotiations with major and independent film studios. Tracked detailed data on all current and future film releases in order to keep acquisitions informed on latest industry development.
Reporting : Prepared monthly reports chronological history of acquired products and prepared six-year overview of film industry. Projected year-to-date and year-end domestic film revenues for development of budgets.
Database Management : Designed and implemented computer programs and data input.

Education