Customer-focused Retail Associate with solid understanding of retail dynamics and customer service standards. Experienced providing quality product recommendations and solutions to meet customer needs and exceed expectations. Committed to executing sales, service and customer experience initiatives driving strong sales.
Skills
Merchandising understanding
Administrative management
Inventory coordination
Master schedule familiarity
Retail
Training and mentoring
Experience
09/2019 to 10/2021
Department LeadDover Corporation – New York, NY,
Managed effective stock rotation and inventory placement.
Oversaw department schedule, projects and quality standards.
Put together special displays and coached employees on latest promotions.
Maintained continuous watch on security concerns, employee performance and customer service standards.
Utilized pre-determined corporate plans to merchandise new products.
Conveyed information about changes to classrooms, operational updates and problem resolutions as chair for department meetings.
Reviewed submitted resource requests and purchase proposals and submitted to leadership based on need.
Completed training, read current publications and attended conferences to stay up to date on changes in education.
Trained and supported new teachers by providing information on successful strategies for classroom instruction and management, instructional techniques and multimedia integration.
Worked with teachers to improve instructional success and student behavior.
Recruited, interviewed, hired and supervised instructors.
Prepared and administered departmental budgets and conducted special projects.
Assisted teachers with developing and revising lessons to more productively reach students of varying skill levels.
Updated required documentation according to federal, state and school guidelines.
Evaluated curriculum options and selected appropriate materials for classes.
Administered standardized tests and evaluated results to assess performance of students and teachers.
Recommended student class and program placement based on student abilities.
Worked closely with sales associates to complete tasks.
Followed safety protocols and company processes and procedures.
Enforced safety rules and other policies to protect employees and minimize company liability.
Performed opening and closing duties as part of management team and handled cash management.
Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
Handled shift overstock, restocking and inventory control.
Balanced workloads to meet targets without overtaxing employees.
Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
Grew department's team and technical capabilities with hiring and training of talented individuals.
Developed and recommended department operating budget and kept expenses within budget.
Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
Utilized excellent math skills to maintain accurate inventory levels.
Employed process improvement initiatives within department.
Oversaw storewide merchandising benchmarks to maintain operational excellence.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Calculated expenses and overhead to remain profitable and competitive.
Executed targeted merchandising and promotional plans to meet department sales goals.
08/2018 to 09/2019
Call Center RepresentativeSportsman's Warehouse – Hillsboro, OR,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
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.
Documented customer correspondence in CRM to track requests, problems and solutions.
Maintained strong call control and quickly worked through scripts to address problems.
Audited customer account information to identify issues and develop solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Consulted with customers to resolve service and billing issues.
Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Navigated through computer systems to review information and respond appropriately to callers.
Offered resolutions to de-escalate calls and solve customer issues.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Trained and supervised new employees to promote overall team productivity and consistent service.
Coordinated with various company teams to offer and implement successful solutions to customer problems.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Updated customer accounts, addresses and contact information within call management databases.
Met and communicated with vendors to monitor product shipments, prices and backorders.
01/2018 to 05/2018
Sales AssociatePlanet Fitness Inc. – Gadsden, AL,
Collected payments and provided accurate change.
Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Helped customers find specific products, answered questions and offered product advice.
Trained new team members in cash register operation, stock procedures and customer services.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Sold various products by explaining unique features and educating customers on proper application or usage.
Built and maintained relationships with peers and upper management to drive team success.
Reviewed files, recordings and other documents to obtain information to respond to requests.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Answered product questions with up-to-date knowledge of sales and promotions.
Used technology resources to assist customers in locating and selecting items.
Met merchandise processing standards and maintained organized and accessible work area.
Answered incoming telephone calls to provide store, products and services information.
Increased purchase amounts by cross-selling with similar products.
Assisted teammates with sales-processing tasks to meet daily sales goals.
Developed trusting relationships with customers by making personal connections.
Received and displayed product shipments on store retail shelves upon delivery.
Engaged customers in friendly, professional dialogue to determine needs.
Assessed customer needs to provide assistance and information on product features.
Adhered to company initiatives and achieved established goals.
Worked with fellow sales team members to achieve group targets.
Tracked company inventories, moved excess stock and arranged products to improve sales.
Obtained signatures for financial documents and internal and external invoices.
07/2013 to 01/2018
Shift LeaderFreebirds – Spring, TX,
Delegated tasks to employees and monitored activities and task completion.
Supervised and led employees to maintain productivity and customer service levels.
Upheld company standards and compliance requirements for operations.
Complied with company safety procedures, policies and regulations to promote safe working environment.
Maintain professional environment
Provide customer support
Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
Education and Training
Expected in 2014
High School Diploma: Sterling High School, Sterling Il - Sterling, IL, GPA:
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