Sales Customer Service

KYLIE JENSEN

*** ****** *** #**** ****,NV ***** ************@*****.*** 775-***-****

https://www.linkedin.com/in/kylie-jensen-9a9287122 Retail Sales &Operations Management

Accomplished and results-driven leader with 13 years’ experience in home improvement retail and sales coupled with 9 years’ success leading and motivating high performing teams to attain challenging sales targets, heighten customer satisfaction, and achieve company goals. Adept in driving team effectiveness within positive, all-inclusive work environments, generating increased employee morale and satisfaction. Talent for cultivating productive, long-lasting business relationships and strengthening customer loyalty. Strong analytic and problem-solving skills with a commitment to continuous improvement; proven success identifying and overcoming obstacles to optimize operational efficiency.Areas of expertise include:

● Retail Sales &Operations Management

● Project Management

● Sales Program Design &Implementation

● Inventory Management

● Customer Service &Satisfaction

● Visual Merchandising

● Workplace Safety Standards

● Forecasting &Strategic Sales Planning

● Profit Optimization

● Staff Leadership &Training

● Client Relationship Management

● Recruitment &Selection

● Asset Management &Loss Prevention

● Employee Engagement

PROFESSIONAL EXPERIENCE

Lowe’s – Reno,NV 2004 – 2017

Assistant Store Manager,2011 – 2017

Oversee day-to-day operations and drive sales programs for $40 million retail store, leading team of 50 direct associates and 120 indirect reports.

Recruit, hire, and train high performing sales team committed to delivering exceptional customer experiences while maximizing sales, margin, and close rates. Maintain precise control over inventory and controllable expenses, including payroll, shrink, and margin loss; coach specialists on retaining margin in service attachment sales to reduce post-sale monetary loss.

Key Contributions:

Achieved scores of 90%and higher on store’s annual operational review for 4 consecutive years.

Grew ProServices business by $1.9 million in one year;redirected team focus to strengthening relationships with existing customers as well as acquiring new business.

Analyzed and interpreted sales and financial reporting to inform strategic sales planning;grew sales by $2.18 million over previous fiscal year.

Coached and developed Exterior and Interior Project Specialist,leading to 10%sales increase over previous year.

Boosted Employer of Choice score by 18%as a result of championing employee engagement;delivered personal attention and cultivated an atmosphere of positivity and inclusivity.

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Fostered and fortified client relationships across all departments,improving client satisfaction rating by 30%.

Improved front-end teams’ protection plan close rates,producing 12%annual increase and added margin.

Led peer senior management in development and implementation of departmental sales strategies to exceed annual sales forecast by 1.63%.

Successfully headed inventory team,earning recognition as only store to meet inventory goals across market.

Overhauled three departments along with internet sales,commercial sales,and project interior/exterior programs to increase profitability and create customer centricity.

Implemented workplace safety programs,playing an integral role in achieving accident-free standing for three consecutive years.

Earned National Lowe’s Heroes award and recognition for steady sales goal achievements and delivery of superior service.

Department Manager,2009 – 2011

Directed Installed Sales and Delivery department activities, guiding team of 12 associates in providing superior customer service throughout selection,demonstration,and preparation of merchandise. Implemented merchandising standards to promote project selling, thus driving average ticket. Conducted training and offered continuous coaching for sales specialists regarding selling processes for reduced monetary loss at point of sale. Tactfully addressed and resolved customer concerns, determining issues’ root cause to proactively improve future customer experiences.

Key Contributions:

Recognized as first manager in three years to earn passing customer score over 70;met and exceeded standard every quarter.

Reduced customer complaints by 40%.

Decreased payouts and margin loss by 10%over previous year. Customer Service Specialist,2004 – 2009

Drove store sales growth and profitability while playing a key role in providing customer support. Effectively addressed product and service inquiries and issues to ensure high levels of customer satisfaction. Applied customer service techniques to execute asset protection initiatives and deter product loss. Implemented visual merchandising strategies and redesigned customer service area to enhance serviceability. Key Contributions:

Consistently ranked among top 25 regional sales specialists,averaging $30,000 in monthly sales.

Eight-time recipient of Exceptional Customer Service Award. EDUCATION AND TRAINING

Situational Leadership Training,2011

Lowe’s Corporate Training – Santa Ana,CA

Emphasis:Lowe’s Management Training Program

E-Commerce &Internet Marketing Coursework,2000 – 2001 Bridgerland Applied Technical College – Logan,UT

Coursework:Website Design,Internet Marketing,Novell Administration

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