Firehoit G.
Employer: Marriott Resident Inn
Position: Housekeeping
Training Program: Sales and Service Distance Learning Program

Firehoit has had a rough year in the United States. Her husband lost his job and both have not been able to find employment. Funds were quickly drying up for the family of five. Needless to say getting a paycheck was top priority for survival.

Fierhoit's family is from Russia. Although she worked as a teacher in Russia, her language skills hinder her from securing job opportunities in the US.

Firehoit attended a job fair where she stopped at the Retail Skills Center table to gather information about training and job opportunities. She attended an orientation and slowly completed the 97 statements that comprise the Retail Readiness Assessment. Upon meeting with RSC counselor to review the results of her assessment, it was determined that Firehoit could understand English at a functional level in order to attend RSC's Distance Learning Program.

The Distance Learning program is an innovative self-paced, on-line training vehicle that was initially designed to enable those with language barriers to improve their communication skills, while learning crucial Customer Service and Sales skills to obtain employment. The program includes video lectures, assessments, online chat room, multi-lingual glossaries and other features. Online assignments comprise of learning exercises the help improve writing, listening and observation skills.

Firehoit struggled through the distance learning, but persevered. The program also blended discussion groups and workshops that enabled students to interact and use their new communication skills. These workshops were beneficial in assisting Firehoit become more confident in her ability to communicate with others.

The Marriott Residence Inn was looking for housekeepers. The hotel, being directly by the airport, caters to an international clientele. Diversity of language skills make up the hotel's staff. At this point, Firehoit was ready to start in an entry-level position in order to provide for her family. Firehoit, interviewed for the position and got the position.

Although the distance-learning program should take about six weeks to complete, Firehoit, had already spent over eight weeks due to her language issues. Through out this time, Firehoit's husband still hadn't found employment. So a job at this time was essentially what she needed. She cried to the staff and thanked us for our support.

Retail Skills Center at Jersey Gardens
Elizabeth, NJ

Stephen W.
Employer: Farberware
Position: Store Manager
Training Program: Equipped for the Future Sales and Service Training

A clean-shaven and neatly groomed young man sat in the back of the training room. Stephen, dressed in painfully pressed khaki pants and shirt, gave the impression that he came prepared to learn and/or go immediately to work on the selling floor of any retail establishment. As each of the students took turns introducing themselves and stating their expectations of the program, Stephen, barely audible, but very clearly, articulated he needed immediate employment. Stephen's overall appearance and demeanor was the picture of a perfect candidate for any retail/customer service environment. Stephen shouldn't have a problem in finding employment.

Stephen was currently residing in a halfway house for ex-offenders. Stephen had been recently released from prison for serving a term for weapons possession.

The requirement for release from the halfway house was to obtain employment. Offers of employment for many of the halfway house residents were positions that paid little, required little in terms of mental stimulation and growth, and contributed little toward moving individuals toward self sufficiency. Stephen's experience in and out of the criminal justice system led him to believe that his opportunities were severely limited due to the mistake he made and the record that continues to follow him since serving his time. Numerous rejections followed his attempts to find gainful employment - jobs where he could utilize his education, previous work experience in retail and offer him the chance for a career never seemed to materialize. During interviews, Stephen learned to speak softly - hesitating and carefully phrasing responses to interview questions to the point of suspicion. He became increasingly intimidated by employers who seemed to delve into his past. Stephen came to the Retail Skills Center for help.

The first week of Equipped for the Future/Sales and Service Curriculum begins interactive exercises, motivational "Thoughts for the Day" and stimulating discussions to help participants learn about self. Students begin the program by examining where they are, what positive and negative situations brought them to this point so they can then identify out how they can begin to learn, avoid the pit-fall from the past that has hindered them in making the right choices and how to develop a plan to move forward and continue to learn and progress. As a result of the self-examination work of the first week, Stephen seemed to feel the potential of the future. He began to speak up. He became comfortable enough to share his situation with the class which presented an opportunity to enabled the group to problem solve and provide support.

Upon graduation, Stephen, with his newfound confidence and support from Retail Skills Center Staff, secured a position as a Sales Associate at Walden's Books. Stephen interviewed well. Stephen was, not only able to effectively communicate his achievements and contributions to a future employer but also how to articulate is past mistakes and the lessons learned to make him a more rounded individual. The $7.00/hour salary wasn't great, but it was an opportunity to begin to give him meaningful employment that satisfied the release requirements of the halfway house and could distance him from his past.

After a few months on the job a Store Manager opportunity arose at Farberware, a new house wares store to be opened at Jersey Gardens Mall. Stephen had been an Assistant Manager in the past, so the Retail Skills Center Placement Specialist submitted Stephen's resume for consideration. Farberware, fully aware of Stephen's record, decided to take a chance and an interview was scheduled. Farberware management was impressed; Stephen was offered the Store Manager's position at an annual salary of $35,000.

Stephen now has over site of all facets of operation of one of the top revenue producing stores within his region and supervises over staff. Stephen is not only one of our successful graduates but he has become one of our most important clients, as he has begun to "give back" to the Center by selecting his staff from the Retail Skills Center training program.

Margaret Q.
Employer: Scrubs; Maidenform
Position: Keyholder; Assistant Manager
Training Program: Equipped for the Future Sales and Service Training

Working as a cashier at the ShopRite grocery store was a comfortable but unfulfilling fit for Margaret. It was the only job she had known and after ten years, Margaret wanted more. Chances to advance and increase her wages appeared non-existent. After attending a community open house sponsored by the Retail Skills Center, Margaret was intrigued by information she received concerning available opportunities in the retail industry. She attended a Retail Skills Center orientation session and was enrolled in the four-week Equipped for the Future Sales and Service training program. Through training Margaret learned customer service and sales strategies, such as how to assess customer's needs, educate the customer, prepare for and close a sale; and customer follow-up - National Skills Standards. As a student, Margaret thrived and made valuable contributions to class discussions.

As she moved closer to active placement, Margaret began to shy away from the prospect of working in a retail environment. Having only worked in a grocery store, the reality of actual selling, engaging a customer in dialogue and working in an environment where appearance counts seemed to overwhelm her. For over ten years, Margaret had worked in an environment were standard black pants were the daily dress, and hair and make-up was not an issue. Also, the interview process seemed to stop Margaret in her tracks. "I don't think I can do this."

Though one-on-one coaching, the instructor prepped Margaret for her first interview, focusing on how to respond to interview questions in a manner that reflects skills, accomplishments and contributions. Margaret's first interview was for a sales associate position with Maidenform. Margaret applied her interviewing techniques, confidently incorporated National Skills Standards in her responses and nailed the interview. I didn't think I could do it and now I really enjoy my work' Margaret was a part-time sales associate for four months and then decided to supplement her work by applying for another part-time position. She interviewed with Scrubs, a medical apparel company and landed the position as part-time Keyholder - a step up from sales associate and responsible for opening and/or closing the store. Margaret left Maidenform and now works solely for Scrubs. Scrubs presented many learning opportunities, as well as for advancement. With her new position came additional supervisory responsibilities, store management experiences (she has managed store operations and overseen the staff in the manager's absence) and a higher salary. She has expressed an interest in store management - "they are going to open new stores and the next store is going to be mine!"

Retail Skills Center at King of Prussia
King of Prussia, PA

Jackie Johnson
Employer: Old Navy; Macy's; Motherhood Maternity
Position: Part-Time Sales Associate; Assistant Manager
Training Program: Retail Skills Center

Jackie Johnson started at the Retail Skills Center (RSC) in September 2000. The RSC was the second welfare-to-work employment and training program she attended. After almost three years of receiving public assistance, and with little interest in previous employment opportunities, she chose the program in hope of finding her career niche. With 1240 TANF days used, she knew that she "had to make this program work" in order to support herself and her family.

Today, Jackie is the full-time Assistant Manager at Motherhood Maternity at the world-class King of Prussia Mall. Her career has taken several turns, but through each phase, she has learned new skills that have helped her to achieve both personal and professional success. Upon enrolling in the training program, Jackie was almost immediately offered a part-time sales associate position at Old Navy. She continued her career in retail at Macys department store, hired part-time, and promoted to full-time (with benefits) four months later. After a year and nine months at Macys, she began to look for opportunities for career advancement. She was hired in September 2002 at Motherhood Maternity at the King of Prussia Mall. Her numerous duties include customer service, selling, stock preparation, inventory control, visual merchandising, and a variety of other tasks and projects in the fast-paced environment of retail. Her management responsibilities consist of opening and closing the store, planning employee schedules, training new hires - just about everything needed run a store. She hopes one day to be a store manager. Jackie Johnson has been employed continuously for over two years!

Jackie trained at the nationally recognized Retail Skills Center located in the King of Prussia Mall in Montgomery County. The Retail Skills Center is operated by Jewish Employment & Vocational Service (JEVS). Training consisted of workplace readiness, customer service and sales, as well as life skills to one-on-one coaching throughout the six-week program provided Jackie with the support she needed to get her back on her feet. As a seasoned retail professional, Jackie states, "The Retail Skills Center was a stone. I'm so excited about my future!"

Jackie completed the program and received her Certificate of Completion from the National Retail Federation Foundation (NRF). As a long-term retail professional, she is eligible to be one of the first in the country to participate in the Customer Service Certification, receiving national accreditation from the Sales and Service Voluntary Partnership (S&SVP).

For Jackie, the road to success wasn't easy. As a single mother of three children ranging in age from four to nine years old, she has had to juggle a full life schedule. Like many inner city job seekers, Jackie deals with the "reverse commute", working outside the city limits of Philadelphia, in order to earn a better wage. She takes at least two buses to get to work. And, similar to most working parents, Jackie's children attend school and a variety of after-school programs to make sure they have the supervision and learning experiences they need while she is at work. She is very committed to raising her family to be responsible citizens - it is evident she is a role model for her children.

Jackie has chosen one of the most demanding careers to pursue - retail is not a 9-5, Monday through Friday career. In fact, she is expected to work nights, weekends, and double shifts. She has worked overnight shifts, preparing merchandise for sale and still managed to attend classes daily at the center. Many weeks, Jackie worked and trained as many as a combined 55 hours in order to complete the RSC training program and graduate while maintaining her job.

Jackie has faced the challenges and has reaped the rewards of hard work and perseverance.

Teasha Maddox
Employer: Sears; The Sharper Image; Nordstrom
Position: Part-Time Sales Associate; Commissioned Sales Associate
Training Program: Retail Skills Center

Teasha Maddox was riding the bus on her way to an interview in the King of Prussia area when she noticed a marketing poster for the Retail Skills Center training program located at the King of Prussia Mall. She scribbled down the telephone number, called the center for information that afternoon, and started her career in retail the following Monday.

As a trainee of the Retail Skills Center, Teasha was taught the many skills necessary for her to achieve success in retail, including job readiness skills and career goal setting. Teasha's training combined self-paced computerized instruction with workshops, arranged internships, job placement, and mentoring. Training instruction focused on customer service, sales, inventory, personal and store appearance, protecting company assets, and teamwork. Additional training in life skills, such as business ethics and time management, was also provided.

Teasha's first retail job was a part-time sales associate at Sears. She earned $7 an hour. While working at Sears, she took a seasonal job a The Sharper Image as a commissioned sales associate. Over the three months Teasha worked there, she was the highest grossing sales representative with more than $90,000 in sales.

As Teasha gained on-the-job experience, training, and knowledge, and her responsibilities grew, she came back to the Retail Skills Center for career counseling. Today, she is employed at Nordstrom as a full-time commissioned sales associate, generating sales of $200 an hour, receiving full benefits, and has the opportunity to advance to the management track. This fall, she will attend her first retail college course at the Retail Skills Center furthering her career as a retail professional.

Sales and Service Training Center at Arundel Mills
Hanover, MD

Shiday Sye
Employer: Chesapeake Youth Career Center
Position: Receptionist
Training Program: Sales and Service Training Center at Arundel Mills

"The Sales and Service Training Class taught me how to deal with people. The class was very helpful in preparing for job interviews and job search. I would recommend the class to anyone preparing to enter the workforce."
- Shiday Sye

Prior to attending the Sales and Service Training, Ms. Sye had dropped out of high school and was unemployed. At eighteen years of age, she had difficulty finding a job and had no job experience. She was referred to our training by South Baltimore Career Center, a community partner that helps at-risk youth complete their GED and prepare for the job market. During the training, Shiday learned about customer service, telephone techniques, diversity, and success strategies on the job, as well as how to work with "internal customers" like co-workers and supervisors. She also spent time preparing a resume and practicing mock interviews with employers who regularly visit Sales and Service Training Center classes to share experiences. After successfully completing the program and adding the certificate to her portfolio, Ms. Sye was able to gain employment as a receptionist this summer with the Chesapeake Youth Career Center through the youth works jobs program. Her duties included answering phones, managing the guest ledger, and directing students to their classrooms. She enjoyed her position and did such a good job that her temporary position was extended. She is actively seeking a permanent position and has the training and experience to help her achieve her goals. Ms. Sye also made the commitment to continue attending the South Baltimore Career Center to complete her GED.

Priority Retail Resource Center
San Marcos, TX

Albina Nino
Employer: Vanity Fair
Position: Customer Service
Training Program: Priority Retail Resource Center

Albina Nino took part in the EFF Sales & Service Pilot Project in San Marcos, Texas, a cooperative program sponsored by the Texas Education Agency, and involving the National Institute for Literacy (Equipped for the Future) and the NRF Foundation, through its local Skills Center, Priority Retail Resource Center. The eleven-week training provided by Community Action's adult education program included 170 hours of contextualized classroom instruction in Sales and Service and English As a Second Language (ESL) and 55 hours of internship. Mrs. Nino was hired immediately after the training by Vanity Fair at Prime Outlets San Marcos and has moved from a temporary assignment to permanent part-time status where she currently logs approximately 28 hours per week.

Previous attempts to find employment had ended in frustration as Mrs. Nino was repeatedly told that she lacked the experience and training needed to land entry-level jobs. Mrs. Nino feels that in addition to improving her overall ability to communicate in English, the class also taught her English that was pertinent to her job, improved her customer service skills, and provided her with practical job skills such as working a computerized cash register.

The financial benefit to the Nino family has been significant. Prior to becoming employed, Mrs. Nino had only occasional access to the family's one vehicle which her husband needed for his work. She recently bought her own car and now enjoys a new level of freedom. While some shifting of household responsibilities has occurred within the family, overall everyone is happier and Mr. Nino is quite proud of his wife for taking advantage of this opportunity. Mrs. Nino's teenage daughter is also very proud of her mother's efforts and her accomplishment and not just because of the new back-to-school clothes her mother was able to buy her. This high school senior plans to attend college when she graduates next spring and feels that her mother has served as a positive influence in modeling what can be accomplished given the right opportunities and the willingness to learn.

Friends have commented that Mrs. Nino looks happier than they have ever seen her, and Mrs. Nino agrees with their assessment. While she is busy juggling her workload and home responsibilities and at times is tired, she feels exhilarated at having made this change in her life. Mrs. Nino emphatically stated that she would recommend a program such as the Sales & Service project to others who are ready to make such a commitment to learning.