Cheryl Rhoden
Consumer Operations Coordinator
London,ENG
Summary
I am a result driven individual who possesses a special natural ability and aptitude to deliver top quality work, improved productivity, whilst making good decisions modelling the right behaviors that lead to their success. I consistently remain committed to excelling in my work despite challenges and initiates different ideas and strategies to improve results. I consider myself to be an expert in the field that others in the organization can rely on based on my abilities, insights, knowledge, and creativity. Never resistant to change and thrive in an ever-evolving environment. I have found my leadership qualities have been at the root of my success throughout my career with clear vision and focus on People, Service and Sales.
Overview
10
10
years of professional experience
Work History
Consumer Operations Coordinator
Michael Kors
11.2022 - Current
- Increased Store Click and collect and Store order fulfilment SLA by 15%.
- Collaborate cross-functionally with sales, warehouse, and logistics teams to coordinate activities and ensure smooth operations.
- Manage all aspects of customer operations, including order processing, inventory management, and customer inquiries, ensuring timely and accurate resolution.
- Train Customer Service Agents on GPPR, Zendesk, CSC, JIRA, Paypal, Klarna, MAO, Confluence, SVS, Avarto, YEXT, Cycleon, Service Now, Aurus &lobal-E.
- Conduct weekly escalation calls with Webhelp Customer Service agents.
- Create weekly trade report for Directors and VP.
- Participate in Site checks and testing site scripts.
Store Director
Nicoli
11.2021 - 11.2022
- Organized an instore event that generated 30% of the weekly store takings
- Independently sourced and interviewed 6 staff members in time for store opening
- Created store structure for VM, Operations, Customer service training and general store processes.
- Implemented loss prevention strategies to minimize shrinkage, securing company assets and reducing costs.
- Devised processes to boost long-term business success and increase profit levels.
- Utilized information technology to record sales figures, for data analysis and forward planning.
Store Manager
Agent Provocateur
03.2020 - 10.2021
- Accomplished financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
- Maintaining quality service by enforcing quality and client service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
- Increasing client book productivity by 30% which contributed 20% of store takings
- Successful implementation on Covid-19 protocol.
Store Manager
Coccinelle
02.2019 - 08.2019
- Managing newly implemented business structure effectively and efficiently
- Closing the month +12% to Monthly target
- Achieving UPT of 3.0 for 5 months consecutively
- Successful sourcing and recruiting strong candidates for our Flagship location
- Successful implementation of Monthly review system.
Assistant General Manager
Tory Burch
10.2017 - 12.2018
- Liaised with RSA to create pop-up in local offices, raising brand awareness, contributing 9% to the stores weekly takings.
- Designed/created a strong management structure with the mentality for providing growth Across the team, broadening the scope of responsibility & supporting the succession of the store
- Preparing and updating employment records related to hiring, transferring, promoting, and terminating
- Explaining human resources policies, procedures, laws, and standards to new and existing employees
- Nominated as store CRM ambassador
- Planning & delivering CRM strategies encouraging customer retention and customer loyalty.
Shop Manager
Michael Kors
03.2017 - 09.2017
- Working closely with buyers and allocators on product requests & call outs
- Developed training presentation in aid of client objection handling with the Selfridges store returns team
- Which contributed to -14% decrease in returns across MRTW, WRTW, Accessories & shoes
- Contributed to recruitment assessment programs sourcing top talent for district
- Has strong technical skills and has developed store specific business strategies, which work to the wider business goals.
Assistant Manager
Michael Kors
07.2016 - 03.2017
- Working with the General Manager to improve operations, sales, and profitability
- Maximizing profits by controlling labor costs and expenses
- Continuously raising the benchmark and improving the standards through ongoing Development, coaching & performance management of the team.
Supervisor
Michael Kors
12.2013 - 07.2016
- Training new starters on jet set service, product knowledge and systems Producing nightly and weekly trade reports for my seniors.
- Participating in floor walks with the regional and district managers.
- Creating and running the classification specialist program.
Supervisor
Dorothy Perkins
12.2013 - 07.2016
- Training new starters on jet set service, product knowledge and systems Producing nightly and weekly trade reports for my seniors
- Participating in floor walks with the regional and district managers
- Running the classification specialist program.
Education
BBA - LLB Law
Birkbeck University
London 04.2001 -
Skills
Strong understanding of retail operations and customer service principles
Proficient in inventory management software (eg, JDA , Oracle)
Excellent communication and interpersonal skills
Detail-oriented with strong organizational abilities
Ability to work effectively in a fast-paced, team-oriented environment
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
References
AVAILABLE UPON REQUEST
Timeline
Consumer Operations Coordinator
Michael Kors
11.2022 - Current
Store Director
Nicoli
11.2021 - 11.2022
Store Manager
Agent Provocateur
03.2020 - 10.2021
Store Manager
Coccinelle
02.2019 - 08.2019
Assistant General Manager
Tory Burch
10.2017 - 12.2018
Shop Manager
Michael Kors
03.2017 - 09.2017
Assistant Manager
Michael Kors
07.2016 - 03.2017
Supervisor
Michael Kors
12.2013 - 07.2016
Supervisor
Dorothy Perkins
12.2013 - 07.2016
BBA - LLB Law
Birkbeck University
04.2001 -
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