Leola Westbrook

Durham, North Carolina ***** 919-***-**** aceu86@r.postjobfree.com

Committed and motivated professional with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative. Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines, multicultural awareness with a high level of adaptability.

Human Resources Experience

HR Department Startup

Employment Law

Mediation & Advocacy

Recruitment Strategies

Analyze Employment data

HR Reporting

Exit Interviews

Staff Recruitment & Retention

Employee Relations

Alternative Dispute Resolution (ADR)

Benefits Administration

HR Program/Project Management

Employee Recruiting

Application Status

Orientation & On-Boarding

Training & Development

Performance Management

Organizational Development

HR Policies & Procedures

HR Laws & Standards

Background Checks

Professional Skills

Customer Service

• Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Administration

• Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.

Training

• Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.

The Remedy Hair and Body Spa August 2012 – Present

Salon Manager

Durham NC

• Oversee activities directly related to making products or providing services.

• Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.

• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

• Manage staff, preparing work schedules and assigning specific duties.

• Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency.

• Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.

• Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.

• Plan and direct activities such as sales promotions, coordinating with other department heads as required.

• Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.

• Locate, select, and procure merchandise for resale, representing management in purchase negotiations.

James Scott Farrin January 2012 – June 2012

Claims Administrator (Contractor)

Durham, NC

• Performed regular telephone contact with clients to discuss status of Black Farmers Claims and completion of all claim forms.

• Provided efficient customer service to clients, successfully handled 20 to 60 clients claims per day.

• Updated patient accounts and information on a daily basis.

• Verified and created claim numbers by communicating with various clients and Epic.

• Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects.

Lakemoor Apartments February 2007 - January 2012

Leasing/Marketing Consultant

Durham, NC

• Meet with prospective tenants to show properties, explain terms of occupancy, and provide information about local areas.

• Determine and certify the eligibility of prospective tenants, following government regulations.

• Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, mortgage, taxes, and incurred operating expenses.

• Prepare detailed budgets and financial reports for properties.

Maintain records of sales, rental or usage activity, special permits issued,

maintenance and operating costs, or property a

Be Be November 2008 - December 2011

Stylist (Part-time)

Durham, NC

• Answer customers' questions about merchandise and advise customers on merchandise selection.

• Take inventory or examine merchandise to identify items to be reordered or replenished.

• Compare merchandise invoices to items actually received to ensure that shipments are correct.

• Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.

• Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases

Man Alive November 2005 -November 2008

Store Manager

Durham, NC

• Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing services for customers.

• Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.

• Implement corporate and departmental policies, procedures, and service standards in conjunction with management.

• Review records and reports pertaining to activities such as production, payroll, and shipping to verify details, monitor work activities, and evaluate performance.

• Identify staff vacancies and recruit, interview and select applicants.

• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.

• Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes.

D.E.M.O January 2001- November 2005

Store Manager

Wilmington, NC

• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.

• Prepare budgets and approve budget expenditures.

• Review operational records and reports to project sales and determine profitability.

• Resolve customer complaints regarding sales and service.

• Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

• Perform difficult staffing duties, including dealing with understaffing, refereeing

disputes, firing employees, and administering disciplinary.

Express, Inc. December 1998 -December 2000

Co - Manager Durham, NC

• Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.

• Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.

• Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Electronic Data Systems

Commercial Marketing Agent January 1998 - December 2001

Morrisville, NC

• Maintained commercial accounts utilizing seven AT&T systems.

• Researched and recommended solutions to account issues.

• Received inbound inquiries about AT&T business long distance accounts.

• Managed performance of team members and delivered timely and appropriate performance feedback and training.

• Ensured associates were available to take calls, monitored availability and assigned side work.

• Assisted associates with questions regarding process, policy procedures, product, and bonus offers from AT&T.

• Worked with other team leads to deal with cross-team issues and improve overall results.

• Handled escalation calls, resolved customer problems when required.

• Acted as a technical resource to team members.

• Modeled superior customer service to all staff by focusing on proactive service and resolution of daily call center issues.

• Kept daily call center sales tracking for the site.

education and certifications

Durham Technical Community College

Durham, North Carolina

Business Management, Bachelors

1998 to 2002

Man Alive Department Store Certifications

Top Sales Performance by Manager

Store Manager Loss Prevention Award

2006 to 2007

D.E.M.O.

Corporate Top Sales Performance

2003 to 2004

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