Lead Cashier/Crew Trainer10/2011 to 09/2019 Walmart – Sacramento, CA
Educated employees on all job tasks, including register use, merchandising and customer service.
Built effective training and coaching strategies to optmize team performance.
Reviewed and resolved differences between accounting information and cash drawer.
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Evaluated professionalism of checkouts every second and kep tteam members on top of cleaning tasks.
Trained as Cashier Trainer and provided back-up coverage to provide customers with optimal support.
Assisted customers by answering questions and fulfilling requests.
Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
Mentored other store employees in customer service and assistance to help improve overall satisfaction.
Restocked, arranged and organized merchandise in front lanes to drive product sales.
Monitored self-checkout systems and provided assistance or intervention where required.
Quickly and accurately counted drawers at start and end of each shift.
Checked prices for customers and processed items sold by scanning barcodes.
Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Contributed to company achieving and holding industry-leading customer service ratings.
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Engaged in continuous learning and development opportunities to promote continued performance improvement.
Logged call information and solutions provided into database.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Resolved issues by coordinating with department team.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Compiled customer feedback and recommended service delivery improvements to management.
Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Customer Service Representative04/2004 to 06/2009 Paratransit Services – Sacramento, CA
Suggested new procedure to persuade cancelling customers to stay with company, resulting in 99% decrease in cancellations.
Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Trained, oversaw and mentored new team members to strengthen performance and job expertise.
Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Planned schedules and workflows based on expected customer demands.
Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Investigated and resolved accounting, service and delivery concerns.
Journeyman Cashier04/1986 to 06/1993 Lucky's Groceries – Oakland, CA
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
Collected requirements from end-customers and business partners for product upgrades, added features and new product development.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Managed quality assurance program including on site evaluations, internal audits and customer surveys.
Counted cash in register drawer at beginning and end of shift.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Reviewed and resolved differences between accounting information and cash drawer.
Used cash registers and POS systems to request and record customer orders and compute bills.
Answered questions about store policies and concerns to support positive customer experiences.
Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Education
Associate of Science: Business07/2007Virginia College - Birmingham-
Birmingham,
AL
