Lead Assistant Manager resume example

• Assessed customer needs and upsold products and services to maximize Store sales.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Evaluated customer account information to assess current issues and determine potential solutions.
• Assisted approximately 2-3 customers each within a 30 minute period with all there questions and needs.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Answered 10 to 30+ inbound calls per day and directed to designated individuals or departments.
• Educated customers on special pricing opportunities and company offerings.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Addressed 10 website inquiries per day, converting 5 into renewal customers.
• Delivered high level of service and support to each customer, paving way for future business opportunities.
• Reviewed account and service histories to identify trends and issues.
• Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
• Set up and activated customer accounts.
• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
• Documented conversations with customers to track requests, problems and solutions.
• Answered customer questions and addressed concerns, resulting in 10% reduction in complaint calls.
• Escalated customer concerns, store issues and inventory requirements to supervisors.

Helped stock the store, trained new cashiers, maintained the front end

• Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
• Learned roles of other departments to provide coverage and keep store operational.
• Trained new team members in cash register operation, stock procedures and customer service.
• Directed merchandising and signage updates for weekly and seasonal promotional changes.
• Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
• Provided assistance with purchases, locating items and signing up for rewards programs.
• Drove sales and add-on purchases by promoting specific item options to customers.
• Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
• Developed training and mentoring procedures to keep team member performance strong and optimized for store needs.
• Effectively made change on the cash register, handling payments by cash, credit, debit and personal checks.
• Inspected checkout areas every day and directed team members in cleaning, trash removal and other actions to restore professional appearances.
• Worked closely with front-end staff to assist customers.
• Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
• Oversaw work of 5 cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
• Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from all staff.
• Troubleshot and resolved issues with cash registers, card scanners and printers.
• Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
• Helped customers find specific products, answering questions and offering advice.
• Counted and balanced cashier drawers.
• Helped customers find store locations and complete purchases.
• Monitored exits for security issues.
• Accepted merchandise returns.
• Maintained work area in clean and neat manner.
• Greeted customers promptly and responded to questions.
• Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
• Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
• Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
• Monitored sidewalk sales events to protect products, added new merchandise and rang up purchases at outside registers.
• Supervised more than 4 cashiers and associates to maximize performance, efficiency and service levels.
• Worked in competitive team environment to exceed revenue quotas, meeting daily quota of $9,000 to $10,000.
• Built and maintained productive relationships with employees.
• Properly verified customer identification for alcohol or tobacco purchases.
• Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
• Managed cashier shifts and breaks.
• Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses.