shift lead resume example with 16 years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Safety processes and procedures
  • Daily workflows
  • Operations monitoring
  • Guest service
  • Account management
  • Creative problem-solving
  • Cash Handling
  • Strong verbal and written communication
  • Complaint resolution
  • Creative merchandising
  • Staff Management
  • Staff education and training
Work History
07/2014 to Current Shift Lead Fat Cats | Gilbert, AZ,
  • Completed store opening and closing procedures and balanced tills.
  • Trained and mentored new employees to maximize team performance.
  • Responded to and resolved customer questions and concerns.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Helped store management meet standards of service and quality in daily operations.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Managed schedules, and found coverage for short shifts.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Enforced company policies and regulations with employees.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Regulated pricing, inventory count and supply during shift hours.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Loaded and unloaded boxes and pallets using safe operating procedures and correct equipment.
  • Restocked products and rotated items according to standard procedures.
  • Placed, tagged and secured merchandise in diverse designated areas.
  • Communicated with vendor representatives to resolve damaged shipments and item shortages.
  • Regularly reviewed invoices and double-checked orders.
  • Created incentive programs and contests to support and award top performers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained store equipment, printers and fax machines.
  • Operated photo department cash register to scan items and process checks and credit card transactions.
  • Assessed customer needs and examined order contents to identify processing requirements and timelines.
  • Used inkjet printer, canvas and metal prints and mat boards to print and mount images.
  • Performed opening and closing procedures to keep operations running smoothly.
  • Managed photo lab inventory, placing orders for toner, ink and paper when supplies were low.
  • Provided high level of assistance to customers regarding special photo projects.
  • Trained employees on proper procedures for handling money, printing photographs and restocking supplies.
  • Maintained lab printers and processing equipment, ensuring proper functioning for each shift.
  • Updated tags, displays and signage for special promotions.
  • Implemented time-saving methods, which enabled photo lab to run more efficiently.
11/2012 to 07/2014 Customer Service Manager Klarna | Portland, OR,
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Trained, supervised and evaluated workers.
  • Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
  • Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
  • Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
  • Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
  • Met coverage demands by setting effective work schedules and breaks, and effectively delegating assignments.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
09/2009 to 11/2012 Front End Cashier Bass Pro Shops | Auburn Hills, MI,
  • Greeted customers and responded to requests for information.
  • Processed credit card, EBT, and gift certificate payments with electronic computer system.
  • Helped customers complete purchases, locate items and join reward programs.
  • Maintained organized and orderly front end and removed carts, baskets and debris.
  • Operated register system to process new purchases, item returns and merchandise exchanges.
  • Approached every question or concern with calm and level-headed approach.
  • Answered questions about store policies and addressed customer concerns.
  • Informed front end manager of equipment repair and replacement needs to maintain operations.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Performed cash, card and check transactions to complete customer purchases.
  • Checked identification for proof-of-age for alcohol and tobacco sales.

03/2006 to 09/2010 Customer Service Associate Nvr, Inc. | Brecksville, OH,
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
  • Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
  • Sanitized dining ware and kitchen equipment according to health code standards.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Collected and authorized payments of guests.
Expected in 06/2008 to to High School Diploma | Savanna High School, Anaheim, CA GPA:

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Resume Overview

School Attended

  • Savanna High School

Job Titles Held:

  • Shift Lead
  • Customer Service Manager
  • Front End Cashier
  • Customer Service Associate


  • High School Diploma

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