Personable, friendly and solution-oriented Retail Management/Customer Service with over 30 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales.
Dedicated to customer loyalty and satisfaction. Poised Relationship Manager/Personal Banker offering 7 years of experience in Financial Banking sector. Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that improve customer relationships.
Productive Financial Banking and Call Center Representative with 7 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Multi-talented Retail Store Manager with 30 years of experience boosting sales and increasing profits by motivating staff and assisting customers. Results-driven focus on monitoring staff member performance and offering advice on successful sales methods. Successful at resolving complex issues by working closely with employees, suppliers and customers.
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- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered 70-80+ inbound calls per day and directed to individuals or departments.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Met with applicants to obtain information to streamline loan application process, fielding questions regarding steps.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Organized new stock for floor placement.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Prepared and submitted nightly bank deposits.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Enhanced sales by implementing merchandising and promotional improvements.
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
- Managed special store projects to improve store-wide processes and operations.
- Positively impacted product relevance through careful distribution, merchandising and display techniques.
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Resume Overview
School Attended
- Katharine Gibbs School - New York City
- Fashion Institute of Technology
Job Titles Held:
- Contact Center Representative II
- Retail Sales Manager
- Relationship Manager Lending Specialist
- Retail Store Manager
Degrees
- Certification
- Associate of Arts
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