Extensive experience in a wide range of business operations, including inventory management, cash control, staff management, quality control and merchandising. Effectively analyze data from in-house data bases to identify and resolve complex issues. Successfully lead teams and motivate associates to attain peak performance; skilled in problem analysis and resolution; root cause identification and solution implementation. Proficient in various systems including, PeopleSoft, Kronos, Microsoft and iOS.
Core Qualifications
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Professional Experience
Supervisor Customer Service, 01/2013 to Present Southwest Airlines – Saint Louis, MO,
Manage teams of customer service representatives taking inbound calls responsible for customer's satisfaction, retention and revenue generation with efficiency.
Increased revenue generation for care teams; Top Supervisor Revenue Generation 2014 Drive improvement to reduce churn; Top Supervisor Churn 2014.
Drive ancillary measures; credits, Equipment Discounting, M2 Upgrades and Adherence, Most Balanced Performance -multiple months 2014.
Interview, hire and train new quality customer service representatives Manage teams of up to 24 of representative as well as support multiple teams.
Improve service quality and increase sales by developing a strong knowledge of company's products and services within the care channel.
Address negative internal and external feedback immediately and resolve escalated issues.
Provide a high level of system, product and leadership support to representatives and clients driving customer satisfaction, retention and revenue.
Effectively communicate and implement change to care teams as well collaborate with other departments.
Analyze reports to identify anomalies or trends that require attention.
Assistant Manager, 12/2008 to 01/2013 Holiday Station Stores - Workday – Thief River Falls, MN,
Managed multiple locations creating high energy fast paced sales environments leading to market share growth, customer satisfaction and retention.
Led team in meeting and exceeding quotas and revenue objectives.
Developed, trained, motivated and coached sales team to produce desired high performance results.
Analyzed staffing needs of the store/kiosk and provide hiring and promotional recommendations.
Initiated disciplinary actions as appropriate.
Effectively monitored daily sales results and activities to ensure sales, retention and compliance objectives are met.
Communicated updates on policies and procedures.
Analyzed reports for profitability, budgeting and expenses identifying and addressing needs and oversights.
Effectively monitored daily transactions for trends and areas of improvement.
Managed and resolved inventory discrepancies and loss prevention.
Manage daily cash reconciliation and inventory.
Retail P.O.C.
worked closely with local and area operation; provided data used to create training documentation for implementation of the Ipad POS.
Location selected as pilot location.
Supervisor Retail Sales, 07/2008 to 12/2008 Altice Usa – Wayne, WV,
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Completed weekly schedules according to payroll policies.
Maintained daily record of all transactions.
Worked closely with the district manager to formulate and build the store brand.
Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
Served as P.O.C.
inventory specialist on scanner implementation project.
Provided training, shared best.
Inventory Operations Consultant, to – , ,
Verizon Wireless Managed daily operations of multiple locations in compliance with Sarbanes Oxley guidelines.
Resolved inventory discrepancies.
Effectively managed loss prevention.
Reconciled cash and inventory daily and monthly.
Efficiently checked in shipments.
Opened and closed locations.
Communicated updates on policies and procedures.
Analyzed reports for profitability, budgeting and expenses.
Performed monthly and semiannual physical inventory counts.
Effectively monitored transactions for trends and areas of improvement.
Resolved escalated issues.
Provided assistance to customers with billing and price plan inquiries.
Merchandised locations according to plan-o-gram data base.
practices and assisted with fallout across GA/AL region with area operations.).
Education
Master of Arts: Organizational Management, Expected in 07/2008 University of Phoenix - Atlanta, GA GPA: Organizational Management
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