team lead service and engagement resume example with 7+ years of experience

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

Energetic professional with 14+ years of diverse experience managing various projects within multiple retail partners and individuals, I’m always most passionate overseeing team collaborations and seeing everyone driven by the end results.

Dedicated Team Leader of Service and Engagement, previously Visual Merchandiser, with a stellar track record of Sales Management and Guest Relations in the retail industry. Focused on meeting guest needs efficiently. Smooth and systematic in overseeing staff, services and amenities. Good relationship-building, decision-making and conflict resolution skills.

Adaptive and driven expert in guest services, store operations, business metrics, and team building. Recognized for communications skills, work ethic and high levels of leadership quality.

Organized and motivating leader eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.

Graduate of Auburn University at Montgomery: Bachelor of Arts in Communication (Marketing minor). Delta Zeta Sorority alumna.

  • Organizational and Leadership Development
  • Strategic Planning
  • Adaptability
  • Collaborative Problem Solving
  • Corporate and Internal Communications
  • Retail Management in Sales and Guest Relations
  • Team Supervision and Trainings
  • Time Management and Multitasking
  • Creative Writing
09/XXX0 to Current Team Lead- Service and Engagement Furnituremart Usa | Cedar Falls, IA,
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
  • Identified key growth of overall business and contribution opportunities within other workcenters
  • Fostered positive employee relationships through communication, training and development coaching
  • Monitored team progress and enforced deadlines, providing a smooth flow in daily operations of both the store's frontend and other workcenters
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth
  • Educated customers on special pricing opportunities and company offerings
  • Developed and implemented training plans for new and experienced employees, for example, a "Checkout Advocate Crash Course" to summarize basic system functions and solutions to common issues
  • Organized and prioritized incoming fulfillment orders and optimized team workflows and resources to handle dynamic demands and peak times
  • Reviewed guest feedback surveys and resolved problems promptly
  • Analyzed customer feedback to provide strategic direction to continuously improve overall rating
  • Escalated customer concerns, store issues and inventory requirements to supervisors through myGuest reports
11/2019 to 09/XXX0 Visual Merchandiser Vera Bradley, Inc. | Birmingham, AL,
  • Organized appealing and engaging displays to capture customer interest and drive revenue growth
  • Updated feature displays such as outdoor living, company space, amplified gifting, trend runs and focal presentations to highlight current seasonal product lines
  • Promote new product releases and limited edition items to drive sales
  • Present updated floor plans and design strategy to store management
  • Executed prepared sketches and planograms to arrange consistent tables, racks and walls throughout Home and Style locations, ensuring Visual Merchandising Guides are set accordingly
  • Developed creative merchandising strategies to focus on selling older inventory as well as carry-forward items
  • Followed-up on price changes and descriptive signage to enhance displays and promote items
  • Established new marketing signage in various departments while maintaining organization of the overall store's signing room location
08/2015 to 03/2019 Women's Shop Manager- Retail Development Michael Kors | City, STATE,

Responsible for the management of Michael Kors Accessories, Footwear and Ready-to-Wear shops within Dillard's location as follows:
• Coached and trained associates daily on giving the ultimate customer experience to drive sales within the departments

• Coordinated two training sessions monthly with associates and store executives to increase product knowledge of brand and a luxury service basis
• Created and executed new floorsets monthly and as needed to optimize business and sale opportunities
• Partnered with sales associates to establish and build clientele base

• Developed strong relationships with retail partners to achieve sales results and serve as a liaison between Dillard's and Michael Kors Corporate
• Collected, prepared and analyzed sale reports to determine needs of the business and set business strategies
• Scheduled monthly meetings with Dillard's store management to discuss action plans and selling strategies
• Communicated opportunities and strategies to drive sales, stock needs and products needs
• Achieved LY sales by 1-10% during the holiday season each year
• Served as the Michael Kors brand ambassador within the retail partner store

03/2013 to 07/2015 Store Manager Hollister Co. | City, STATE,
  • Developed skills in the following areas: Management and Store Operations, Strategic Planning and Organization, Multi-tasking, Collaboration and Problem Solving, Adaptability, Accountability and Human Resources (HR): including recruiting, interviewing and time and schedule management
  • Advanced skills in Intercultural Awareness and Communication and Brand Protection, Awareness and Communication
  • Improved the store's Impact Systems, raising its weekly average score to 90% or above
  • Contributed in asset protection and lowering the store's previous shrink percentage, including identifying possible risks for loss prevention and recovering merchandise in an effective manner to protect the brand.
  • Monitored hourly sales and nightly budget hours adjustments
  • Provided redirecting and reinforcing feedback in both associate and manager training sessions
Education and Training
Expected in 12/2012 to to Bachelor of Arts | Communication, Marketing Auburn University-Montgomery, Montgomery, AL GPA:

Chapter President

  • Awarded with "Outstanding Junior" for leadership excellence in the Lambda Nu chapter
  • Launched Region XV Chapter Presidents’ Facebook group for communication accessibility
  • Directed weekly chapter meetings
  • Oversaw chapter proceedings, including the Executive Board, Chairpersons and 25+ chapter members
  • Enhanced decision making and problem-resolution abilities
  • Attended the Norma Minch Andrisek Leadership Conference in Oxford, Ohio

VP of Membership

  • Scheduled and administered recruiting events and activities
  • Assisted in membership recruitment and chapter growth


  • Contributed monthly articles and photos of chapter events as well as other chapter achievements to DZ headquarters
  • Strengthened publicly of the chapter in the sorority’s international magazine, The Lamp
Activities and Honors

Campus Organizations & Leadership Involvement:
•Orientation Leader for the School of Liberal Arts;
Greek Life representative for Student Affairs
2010, 2011, 2012
•Staff Writer for campus newspaper, the AUMnibus

•Outstanding Greek President Award
•Student Life's Top 10 Award
•Dean's List

Websites, Portfolios, Profiles

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Resume Overview

School Attended

  • Auburn University-Montgomery

Job Titles Held:

  • Team Lead- Service and Engagement
  • Visual Merchandiser
  • Women's Shop Manager- Retail Development
  • Store Manager


  • Bachelor of Arts

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