TAWANA ROBERSON

*** ****** *** ***. ***, stafford, texas 77477 C: 832-***-**** acr0nx@r.postjobfree.com Talented and award-winning Management professional with strong background in retail operations, sales, merchandising, and human resources. Proven ability to direct business operation for multi-million dollar retail location. Expertise in hiring, training, and supervising personnel. Adept at developing and implementing effective policies and procedures. Consistent record of meeting or exceeding all goals for profitability, revenue, and shrinkage. Highly familiar with budget management, schedules, payroll, shrinkage, and inventory control. Outstanding presentation, leadership, and communication skills. Customer-oriented

Active listening skills

Retail sales

Credit card transactions

Consistently meets sales goals

Merchandising

Shipment processing

Skilled problem solver

Stocking

Effective leader

Staff training/development

Employee scheduling

Consistently meet goals

Efficient multi-tasker

Organized

Conflict resolution

Product development

Deadline-oriented

Customer service-oriented

Manager, 08/2009 to Current

Lowe's – 2610 S Kirkwood dr Houston, TX 77077

Alerted customers to upcoming sales events and promotions. Cleaned and organized the store, including the checkout desk and displays. Priced merchandise, stocked shelves and took inventory of supplies. Priced merchandise, stocked shelves and took inventory of supplies. Stocked and replenished merchandise according to store merchandising layouts. Cross-trained and backed up other customer service managers. Solved unresolved customer issues.

Met all customer call guidelines including service levels, handle time and productivity. Identified individual development needs with appropriate training. Fostered an environment which encouraged continual process improvements. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained accurate records of past due customer account activity. Manager, 03/2000 to 08/2009

Petsmart – 5740 Highway 6 Missouri City, TX 77459

Supervised and directed all merchandise and shipment processing. Supervised and directed all merchandise and shipment processing. Answered customer telephone calls promptly and in an appropriate manner. Determined customer needs by asking relevant questions and listening actively to the responses. Determined customer needs by asking relevant questions and listening actively to the responses. Determined customer needs by asking relevant questions and listening actively to the responses. Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Trained, coached and mentored staff to ensure smooth adoption of new program. Developed and rolled out new policies.

Implemented innovative programs to increase employee loyalty and reduce turnover. Developed and rolled out new policies.

Manager, 06/1991 to 07/2000

Walmart – 9555 South Post Oak rd Houston, TX 77096 Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.

Handled understaffing, disputes, terminating employees and administering disciplinary procedures. Administered compensation, benefits and performance management systems and safety and recreation programs.

Resolved employment-related disputes through proactive communication. Organized and led over 100 associates a day staff orientation and training to promote collaboration. Hired and trained staff.

High School Diploma: Current

Pinetops High School - Pinetops, 27864, NC

EDUCATION