Elk River, Minnesota, United States
Results-driven Retail Manager and Customer Service warrior, with a proven record of exceeding expectations. A positive energy cultivator that builds successful teams who thrive on a captivating shopping experience and memorable customer service.
Pioneered sales initiative that increased sales by 10% for Q4 2018 Launched Brand Ambassador program that gave the tools to own the brand from visual merchandising to achieving customer loyalty. Hired, trained and mentored 20+ direct reports. 4 were in the top 10 for sales, 13 were in the top 50 for credit and the team averaged 92% in customer satisfaction. Partnered with Visual Merchandising to engage customers with unique signage, eye-catching displays and clean and organized product placement. Coordinate schedules, work assignments, time off requests, conducted monthly one on ones and annual reviews. Negotiated and submitted pay increases. Responsible for opening/closing procedures; including securing and arming the store. Created and maintained Facebook and Instagram social media.
Consistently exceeded financial transactions processing goals. Resolved escalated issues from participants to ensure customer satisfaction. Selected to train new team members on client satisfaction, products and services, systems, and policies and procedures. Provided coaching, development, and feedback to motivate high performance and productivity. Co-planned, coordinated and organized special team building activities and corporate volunteer events including Adopt a Family and Back Pack Give-A-Way.
Addressed customer service inquiries accurately and resolved customer complaints. Developed and implemented consumer correspondence templates. Co-developed the “Shock & Awe” initiative: a program driven to provide exceptional customer service and first call resolution Trained, coached and motivated 30+ representatives. Co-planned annual Customer Service Appreciation week.
Recruited, trained and lead a successful retail sales team with a customer base over 10K. Developed and maintained budgets and achieved sales goals. Manage employee schedules, payroll and evaluations for 25+ team members. Inventoried, priced and displayed all merchandise. Implemented Open/Close Operations per store policy. Organized/Maintained order to stockroom, office and common areas. Buyer at New York, Atlanta and Los Angeles trade shows. Created and directed local TV campaign and co-edited monthly newsletter. Co-planned annual company holiday party and employee appreciation events.