Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Maura Fennell

Kingston

Summary

Dynamic Customer Experience Manager with a proven track record at Macy's, excelling in cross-functional collaboration and data analytics. Enhanced employee retention through impactful training programs while fostering a culture of customer empathy. Achieved significant improvements in customer satisfaction ratings by implementing effective complaint resolution strategies.

Overview

30
30
years of professional experience

Work History

Customer Experience Manager/Human Resources Manager

Macy's
04.2019 - 04.2025
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Established performance and service goals and held associates accountable for individual performance.
  • Increased employee retention through effective training and mentorship programs.

Assistant Store Manager/Senior Human Resources Manager

The Bon Ton
03.2013 - 08.2018
  • 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.
  • 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.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Created and maintained safe and secure work environments for employees.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • 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.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Store Manager

Talbots
02.2007 - 02.2013
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Area Sales Manager

Kaufmann's/Macy's
07.1995 - 02.2007
  • Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
  • Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
  • Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
  • Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
  • Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.

Education

Bachelor of Science - Marketing

King's College
Wilkes-Barre, PA 18702

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Customer acquisition
  • Training programs

Accomplishments

Achieved all cosmetic gift/promotion goals yearly through team motivation and daily sales tracking.


Affiliations

  • Catholic Choral Society of Scranton

Timeline

Customer Experience Manager/Human Resources Manager

Macy's
04.2019 - 04.2025

Assistant Store Manager/Senior Human Resources Manager

The Bon Ton
03.2013 - 08.2018

Store Manager

Talbots
02.2007 - 02.2013

Area Sales Manager

Kaufmann's/Macy's
07.1995 - 02.2007

Bachelor of Science - Marketing

King's College

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Maura Fennell