1. 4400 Morgan Road (301) 357-0152
Suitland, MD 20746 dd44002010@live.com
DIANE C. DUNN
OBJECTIVE: Seeking a challenging position that utilizes my strong work ethics and organization skills
to successfully grow and excel.
PROFILE: 22 Years of Customer Service Experience ● Floor movements● Training managers ●
Travel to numerous stores for clean up ● Strong leadership skills ● Ability to organize and prioritize
multiple tasks in a fast-paced environment ● Strong interpersonal, motivational, communication and
organizational skills ● Stability in employment history● Control expenses through the P&L and Gross
Margin IAR and Loss Prevention● Experience in Human Resources● Inventory Control● Windows 8
Microsoft Word
EDUCATION: Eastern High School, Washington, D.C. – Diploma (1991)
WORK EXPERIENCE
Anna’s Linen
Largo , MD Store Manager 2011-Present
• Manage and oversee the day to day processes of store operations and customer support for quality
service, customer satisfaction and profitability.
• Supervises, leads and directs the activities of store personnel and ensures the store is staffed to
model.
• Responsible for ensuring company guidelines and policies are understood and followed.
• Responsible for improving store volume, profits, meeting and exceeding budgets established and
maintaining gross margins.
• Customer Service: Smiling, providing a shopping cart, advertisement, talking up promotional
items, determining customer needs, closing the sale, resolving customer problems and handling
customer complaints with a professional and calm demeanor.
• Retail Sales: Processing customer transactions when needed, processing credit cards, checks,
merchandise credits, gift cards, cash and discounts properly. Counting and balancing the cash
drawer. Processing customer refunds per the refund policy. Following established policies and
procedures for verifying payment and ensuring accuracy. Notifying DM and RLPM of any
discrepancies
• Loss Prevention: Ensuring that internal and external theft processes are in place. Reviewing
transactions, nightly paperwork, DVR recording, and voids to ensure transactions are accurate
and honest. Maintaining the highest integrity during an inventory to ensure proper counts.
Following all loss prevention policies and procedures and communicating with RLPM for any
discrepancies.
• Management: Overseeing and supervising the store. Ensuring that daily deposits are conducted.
Processing and/or auditing opening and closing paperwork and procedures. Planning, assigning
and directing work and work flow for all employees. Ensuring employees are following customer
service and training directives and completing daily tasks.
• Merchandise: Overseeing the stocking of merchandise, ad sets, resets, unloading of trucks,
merchandise pricing including progressive markdowns, and organization of stock room.
Processes all receiving paperwork, participates in all inventories - organizing the store prior to
inventory.

2. • Employee Management: Responsible for recruiting, interviewing and hiring all employees in
the store using the tools and processes (CBIT, Interview Toolkit, Recruiting Toolkit, Online
Hiring). Conducts and oversees the training for all new hires and developmental training of all
existing employees. Responsible for performance management of all employees including
Performance Improvement Plans, Counseling Notices, and Individual Development Plans.
• Business Acumen: Ability to analyze information, including sales, profit, expense, transaction,
conversion data, human resources and business trends. Easily identifies root causes and
develops/implements approved solutions. Basic math skills are required (add, subtract, multiply,
divide) and ability to calculate figures and amounts such as discounts and percentages.
• Customer Focus: Ability to handle all aspects of the customers' needs including product
knowledge, proper merchandising of store, maintaining a clean, neat and organized shopping
environment and handling all customer complaints to a happy and satisfactory resolve.
• Communication: Effective oral and written communication skills in English. Communicated
with all levels of internal and external team members and customers. Ability to read, interpret and
analyze common retail information, policies/procedures, financial reports and legal documents.
Ability to listen and ensure comprehension of material.
Fashion Bug Charming Shops Store Manager 2011
• Responsible for the overall management and execution of operational and management functions
designed to maximize sales and profitability within an assigned store location.
• Ensure proper floor set execution to current Brand Standards
• Ensure effective execution of all operational activities/tasks
• Ensure all communications are shared with Store Leaders and Associates
• Oversee merchandise flow/freight processes
• Manage controllable expenses
• Maintain policies and procedures and overall Store controls including Loss prevention/safety
• Support and execute company test initiatives
• Accountable for shrink results and safety awareness
• Attract, hire, develop and retain top talent
• Coach and maximize the abilities of all Associates
• Maximize sales potential through timely performance management
• Build a team which supports current selling/service model
• Succession plan by creating internal bench strength
• Ensure each Associate completes on boarding and all required training programs
• Ensure proper scheduling to optimize Store Payroll
Hancock Fabric
Langley Park, MD Store Manager 2009-2011
• Sales and “bottom-line” profits of the store. Recruit, hire, train, evaluate and counsel store
employees.
• Schedule, organize and direct assignments.
• Develop and implement employee performance evaluations and improvement plans.
• Effectively manage employee turnover. Provide a positive working environment and handle
employee issues appropriately and in a timely manner.
• Resolve customer problems or complaints by determining optimal solutions.
• Ensure interior and exterior of store is maintained to company standards.
• Utilize labor management tools, including effective scheduling, to maximize productivity,
profitability and margins.

3. • Encourage store employees to take ownership for their performance and career development
plans; follow up on a regular basis.
• Provide exceptional customer service and ensure the employees also provide the same level of
service.
• Communicate, execute, and manage marketing and merchandising programs.
• Conduct regular store meetings
• Ensure employee awareness of safety and emergency procedures.
• Maintain adequate store supplies.
• Manage store revenue, including cash handling, deposit reconciliation and delivery of deposits to
bank.
• Execute and monitor loss prevention and shrink programs.
• Management of all store operational issues, to include store housekeeping, store administrative
duties, physical inventories, price changes, etc.
• Prepare sales associates daily logs and route sheets for review by the District Manager.
• Manage speed of service results, controls inventory that is used for service orders, and is
responsible for the overall organization and appearance of the service center.
• Order and receive merchandise, return defective merchandise to the manufacturer department, file
all purchase order paperwork to sure all orders are properly documented, and review orders for
correctness in billing.
• Responsible for preparation of work schedules.
Claires Store Manager 1999-2009
Arlington, VA.
• Lead store teams to achieve sales targets, shrinkage targets and control operational costs in order
to meet the Business Plan.
• Maximized the potential of Store Management and Employees through performance
management, coaching, and identifying development opportunities to ensure all stores are staffed
correctly including succession planning and ongoing monitoring of manpower planning.
• Point of sale system, General office equipment
• Staff Responsibility: 1 - 20 and Ability to Supervise 10 people or less.
• Plan, direct and evaluate daily operations, Manage staff and assign duties, Perform cash deposits,
balance daily transactions.
• Resolve problems that arise, such as customer complaints and supply shortages.
• Customer service oriented Work Conditions and Physical Capabilities.
• Fast-paced environment, Work under pressure, Tight deadlines, Attention to detail, Standing for
extended periods.
• Contributed to all aspects of business development including new store openings and
recommendations for closure. To liaise with internal and external parties to facilitate.
.