Customer Service Human Resources
Resume:
Toniqua Winters
**** **** ***** ***** ***** • Alexandria, LA 71302 • Home: 318-***-**** • Cell: 318-***-**** PROFESSIONAL EXPERIENCE
Human Resources Specialist May, 2019 – Present
M and M Staffing, LLC Alexandria, LA
• Responsible for overseeing the staffing needs for our clients
• Work closely with department heads and hiring managers for their staffing requirements and qualifications.
• Advertise available positions on online job boards and other platforms
• Carefully evaluate applicants’ documents, and reaching out to potential candidates for scheduling interviews and assessments
Sales Associate, Intimate Apparel November, 2018 – May, 2019 Dillards, Alexandria Mall Alexandria, LA
Catalog/Omni-channel Supervisor November, 2016 – April, 2018 JCPenney, Mall of Louisiana Baton Rouge, LA
• Modeled and held team accountable for delivering outstanding customer service; actively listened to customer issues to resolve problems; demonstrated WORTH behaviors consistently; partnered with other team members when additional support was needed
• Assisted with the jcp.com process including jcp.com orders and aged and undelivered orders/returns as needed; contributed to Ship from Store processes as needed. Trained catalog desk associates and sales floor associates on company standards of suggestive selling through the catalog or jcp.com when an item was not available in the store
• Supported company shrink and safety initiatives; consistently met established performance standards for the role, including (but not limited to) product and service sales, customer service, profit, productivity, and attendance
• Shared knowledge of processes and/or assisted in the training of team members on catalog order shipment and delivery and processes to enhance team performance
• Solved problems and made smart decisions that drove sales, profit, or customer service; executed work efficiently and effectively; inspired strong performance in myself and others
• Proactively found ways to improve the customer experience; showed the confidence and courage to do what’s right; acted with energy and urgency.
• Promoted to the position of Human Resources Supervisor in March, 2017 Human Resources Supervisor September, 2014 – November, 2016 JCPenney, Alexandria Mall Alexandria, LA
• Responsible for training associates to make them stronger performers in their respective position; interacted and partnered with associates to make sure they had all the learning necessary to perform in their roles; maintained training records for what training had occurred throughout the store; shared insight and knowledge about the company and store policies and procedures during their on-boarding process
• Worked within company systems to stay organized and provide structure to the team
• Assisted in the talent acquisition process for store positions; assessed the available talent and routed qualified applicants to hiring managers
• Scheduled resources for the sales floor by partnering with leaders in the store, ensuring that our customer service associates were scheduled appropriately to have the biggest impact for our customers
• Partnered with leaders on all engagement, inclusion, and associate relations activities that allowed associates to put our customers first
Department Lead Expert – Womens April, 1998 – September, 2014 JCPenney, Alexandria Mall Alexandria, LA
• Modeled and held team accountable for delivering outstanding customer service, ensuring a high level of customer service was given to all customers; actively listened to customer issues to resolve problems; demonstrated WORTH behaviors consistently; partnered with other team members when additional support was needed; cooperated and built positive, inclusive, and respectful relationships; took accountability for my actions and outcomes
• Responsible for working with the Set Execution Manager regarding floor SET activities for the department, including forecasting workload and labor requirements for replenishment, restocking, recovery, pricing and signing and visual merchandising; assured proper execution of SET standards, including making sure that the department was well maintained, clean and safe for customers and employees
• Worked with senior store management to assure the department was staffed accordingly, with well-trained, qualified, motivated, and empowered associates; assisted and provided leadership to associates to ensure productivity standards were met
• Managed the departments human resource activities, including appraisals, disciplinary/coaching needs and training and development
• Supported company shrink and safety initiatives; consistently met established performance standards for the role, including (but not limited to) product and service sales, customer service, profit, productivity, and attendance
• Approved returns, adjustments, refunds, and exchanges in a positive manner within the company guidelines in support of the company's satisfaction policy
• Performed store opening and closing duties as required HIGHLIGHT OF ADDITIONAL QUALIFICATIONS
• Six plus years of experience in human resources management
• Twelve years in management/supervisory positions
• Eighteen plus years of customer service experience
• Exceptional interpersonal skills; able to establish rapport with people of diverse ages, cultures, and personalities
• Cooperate and build positive, inclusive, and respectful relationships with customers and coworkers
• Demonstrate character and integrity in my actions, and show the courage to do what is right
• Deadline and detail oriented; use my abilities to think critically, evaluate situations, exercise good judgement, solve problems, and take action to get things done and do great work
• Work well individually or in a team environment
EDUCATION
Bachelor of Science, Business Administration August, 2020 – Present Northwestern State University Baton Rouge, LA
LSU School of Nursing August, 1994 – May, 1995
Louisiana State University Baton Rouge, LA
High School Diploma August, 1990 – May, 1994
Tioga High School Baton Rouge, LA
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