Experienced in 9+ years of retail and 5 years of management with a record for exceeding expectations and delivering productivity that is both accurate and efficient. Creative and pragmatic in problem solving, versatile in communication skills, adaptable to changing procedures and systems, detail oriented, diligent work ethic, and a positive team member.
Skills
Store Operations
POS systems operations
Administrative Tasks
Customer service
Communication
Time Management
Team management
Productivity
Education
Collin County Community College DistrictPlano, TXExpected in 2011 ā āAssociate of Arts:English Literature - GPA:
4.0 GPA
Student Editor on The Literary Journal
Experience
Tory Burch - Assistant Store Manager Atlanta, GA, 10/2013 - Current
4+ years of management experience at multiple store locations.
Assisted in relocating and opening stores in the DFW area, including boxing product, organizing palettes of product, opening and shelving merchandise in their proper sections.
Established, enforced and updated policies keeping business agile and responsive to changing market conditions and communicating with employees of any changes in policy or procedure.
Managed bookkeeping, opening/closing procedures, and administrative emails efficiently and daily.
Developed a basic knowledge of the tools in Excel in order to create schedules, read and interpret data sheets, and catalogue necessary items or information.
Set weekly and daily schedules and delegated assignments based on team member strengths to optimize floor coverage and customer service.
Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve individual and store goals.
Assessed, bought, and processed used books, media, and boardgames in order to curate product that would meet the demands of the store's customer base as well as the online market.
Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism.
Received and merchandised product by outfitting endcaps, tables, and window displays to increase the interest and foot traffic.
Processed credit and debit card payments and returned proper change for cash purchases.
Recruited, interviewed and hired individuals demonstrating passion, dedication, flexibility, adaptability, and positive team spirit; This led to effective hiring decisions and strong team members.
Trained new hires on customer service expectations, POS systems, Buy Modules, in-store pricing system, time management skills, and proper shelving technique and organization.
Ensured thorough communication between staff members and the management team to provide continued understanding of daily priorities.
Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
Educated customers on store policy and procedures to mitigate customer confusion.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Conducted bi monthly performance reviews to organize training and development for staff.
Conducted six month and annual performance reviews to provide an in depth discussion of strengths, areas of improvement, and future goals that would be assessed in the bi-monthly reviews.
Encouraged professional growth and talent development in associates to increase performance in all areas.
Mentored team on effective upselling and cross-selling techniques.
Led teams in planning, implementation and execution of merchandising and operating initiatives. empty shelves and rotated old stock to provide fresh merchandise for customers thereby ensuring a continued interest and increasing the customer return rate.
Promoted and supported strong relationships with local community organizations in surrounding areas to promote literacy, local authors, and future promotions/events.
Books-A-Million, Inc. - Bookseller Sunrise, FL, 07/2012 - 10/2013
Assisted in ringing up sales at registers and bagging merchandise.
Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
Recommended merchandise to customers based on needs and preferences.
Communicated with customers about memberships, policies, restrictions and refund policies.
Helped customers sign up for loyalty programs and submitted completed paperwork.
Stayed up to date on store promotions, payment policies and security practices.
Followed all company policies, rules and procedures to promote company goals and ensure safety.
Zone-Maintenance the entire store on a cycle of 6 weeks in order to ensure that stock was not past its expired date to return to publishing houses.
Managed the customer service desk, including customer phone calls, customer-holds, and in-store customers.
Trained new hires on policies and procedures, including registers, membership programs, store operations, and customer service expectations.
Cross-sold items from the cafe on the book sales floor to increase overall profitability.
Assisted in backroom organization and maintenance to ensure all items could be properly located.
Applied safe food handling and optimal cleaning strategies to protect customers and maintain proper sanitation, this was ensured by cleaning the theatres in between showings.
Attended to new customers quickly to inquire about drinks and start off dining experience with prompt beverage service.
Addressed any concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
Calculated charges, issued table checks and collected payments from customers.
Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
Educated and recommended guests on daily specials and menu offerings such as appetizers, entrees and desserts.
Maintained table settings by removing courses, replacing utensils and refilling beverages promptly.
Maintained awareness of other servers coming and out of theatres to ensure no collisions occurred and further delayed customer wait times.
Attentive to customers' needs by inquiring before their featured film if they would like future refills for drinks and/or popcorn during the film so as to mitigate how many times I interrupted them.
Responsible for at taking the orders and delivering items for at least 4-6 tables in 2-3 theatres over staggering or overlapped movie times; this required time management skills to ensure that meals arrived on time and to the right customer in the right theatre.
Trained new hires on POS Systems, company and server procedures, and customer expectations.
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