Diana Goodwin

13202 Briar Forest Dr #4259

Houston, TX 77077 dgc36e70@westpost.net
Home: 713-429-5903
Cell: 713-679-9334
* Dedicated customer service manager with 15+ years of experience in big box and
specialty retail settings. Consistently achieve record-high customer satisfacti
on rankings, improvements to the bottom line and turnaround of underperforming o
perations.
* Respected builder and leader of customer-focused teams; instill a shared, enth
usiastic commitment to customer service as a key driver of company goal attainme
nt. Lead by example and ensure the execution of all safety, security, quality an
d store operations policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management Customer Satisfaction Enhancement
MS Office, Excel, Publisher, Outlook
Sales & Margin Improvement Teambuilding & Training
Cost-Reduction Strategies
Networking & Recruiting
Professional Experience
Express Employment Professionals Houston, TX 08/10 to Present
Staffing Consultant, 08/10 to present
Primary emphasis is filling job orders with urgency while building and maintaini
ng a core of strong associates, interviewing candidates on a daily basis, fillin
g job orders and following up with clients and associates everyday to ensure sat
isfaction. Selected Contributions:
* Maintain a high-level of daily activity to fill job orders with urgency, by re
cruiting as necessary and filling 100% of the job orders as quickly as possible.
* Generate and expand business with existing accounts and new accounts by establ
ishing a report with prospects to turn prospects into clients, conducting MPC ca
lls and completing client visits and regular follow-ups.
* Learn, use and maintain the automated tracking system to fill assignments by u
tilizing the Q3 system to interview, assign, fill orders and maintain clients &
by continually updating the database and communicate with clients.
* Implement the employment verification procedures by conducting interviews and
also converting 100% of local market calls employment verification calls into sa
les or recruiting calls.
* Complete criminal background checks on all candidates and screen all associate
s before conducting preliminary interviews for job-specific positions to save ti
me and be more efficient
Bass Pro Shops. Katy, TX 08/09 to 07/10
Group Sales Manager, 08/09 to 07/10
Responsible for supervising 90+ Associates and cashiers. Foster an environment i
n which guests enjoy high levels of service and employees are motivated to deliv
er top performance. Manage front-end operations to ensure friendly and efficient
transactions at checkout when MOD. Selected Contributions:
* Responsible for total store operations with sales totaling over $30 million pe
r year.
* Introduced staff development programs that enhanced employee performance and h
elped build a motivated workforce to ensure all departments were working efficie
ntly.
* Ran 3 departments Apparel, Camo and Rainwear and ensured schedules where compl
eted on a weekly basis and submitted for approval to the AGM.
* Coach and develop associates by issuing quarterly and yearly associate reviews
to go over individual job performance and merit increases.
________________________________________________________________________________
___________
Calvin Klein Houston, TX 10/08 to 08/09
Site Manager, 10/08 to 08/09
Responsible for recruiting, training and supervise 10 managers and 20 sales asso
ciates. Oversee 2 stores in the same center with combined sales of $5.5 million.
Selected Contributions:
* Reduced store losses from .95% to .24% in 3 months by ensuring loss prevention
procedures were being used daily as per company policy and procedure.
* Reduced staff turnover by 10% in 2009, benchmarking a record-setting improveme
nt in staff retention due to the success of employee-development and ensuring we
were training effectively.
* Elevated stores guest-satisfaction index from 72% to 95% within 3 months; ensu
red the swift resolution by re-training employees and elevating customer issues
to help preserve customer loyalty & satisfaction.
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___________
Bebe Inc., Houston, TX 08/06 to 10/08
General Manager, 03/07 to 10/08
Co-Manager, 08/06 to 03/07
Promoted to GM after 8 months as a co-manager in a $10 million dollar store with
a proven track record of strong leadership and staff retention and providing hi
gh caliber of employees. Selected Contributions:
* Given responsibilities of Visual and Operations manager during first year as c
o-manager.
* Responsible for recruiting and training new sales staff and managers in New Yo
rk after proving how effective my training methods were in my home store by reta
ining a high caliber sales team.
* Issued quarterly reviews and DAs to employees and management to track job perf
ormance and ensure effective staff development.
________________________________________________________________________________
___________
ALDO Houston, TX & Toronto, ON 03/05 to 08/06
General Manager, 03/05 to 08/06
Assistant Manager, 05/94 to 07/97
Promoted to ASM after 9 months as a sales associate in a $2 million dollar store
after exceeded sales expectations and showing dedication to company and brand.
Selected Contributions:
* Received Top Sales award in 1996 for achieving the highest sales in the region
.
* Maintained 0.50% shrink during all inventory counts by ensuring all LP procedu
res were met at all times.
* Increased revenue by 30% in first year over projected store goals, by ensuring
effective training and staffing.
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___________
Total Credit Recovery Toronto, ON Canada 04/03 to 03/04
Collections Officer, 10/03 to 03/04
Trace Officer, 04/03 to 10/03
Preformed daily searches to locate debtors with overdue government school and Ve
nture Loans.
Selected Contributions:
* Works with clients to resolve delinquent/past due accounts and resolve custome
r concerns.
* Perform collection calls and negotiate account settlements within established
guidelines.
* Primary responsibilities included locating and recovering charged-off consumer
debts.
________________________________________________________________________________
___________
CPI Plastics Group Toronto, ON Canada 09/00 to 03/03
Accounts Receivable Representative, 09/00 to 03/03
Preformed daily A/R processes; oversaw the timely, accurate processing of invoic
es, purchase orders, expense reports, credit memos and payment transactions. Sel
ected Contributions:
* Monitor progress of accounts daily to ensure there in good standing and there
are no overdue accounts.
* Perform credit and collection calls on occasion to collect on overdue accounts
.
* Submit daily deposits, statement preparation and also issue bills and invoices
to clients.
* Use Excel daily to track customer accounts and update client information.
Education and Training
Central Texas College Killeen, TX (Online) 10/10 to current
Currently working on AAS in Business & Human Resource Management
Humber College Of Applied Arts & Technology Toronto, ON Canada 02/99 to 11/99
Earned 16 credits; concentration in Digital Imaging and 3D Animation
Training: Completed numerous courses and seminars in customer service, sales str
ategies, inventory control, loss prevention, time management, leadership, perfor
mance assessment. Also, I am fluent in Portuguese.