Document Control Customer Service

SHANA HOLDEN

************@*****.**** 240-***-**** * Salisbury, MD

SUPERVISION AND TRAINING *PERFORMANCE IMPROVEMENTS * CUSTOMER RELATION

Accomplished Leader offering 15+ years of experience leading the development and implementation of superior sales

strategies. Proactive and strategic problem-solver with record of achieving challenging profit goals while consistently

acquiring new customers and expanding operations. Demonstrated expertise in team leadership and development.

‘Areas of Expertise Staff Management: Provides employees clear guidelines and targeted goals to drive

> Performance Improvements sustained revenue growth, team efficiency and customer loyalty. Knowledgeable

¥ Policy/Program Development about recruiting, hiring, training, and motivating qualified teams to meet and exceed

> Vendor Relationships objectives. Motivational leader, strategic planner, and analytical problem solver with

> Team Building and Mativaion demonstrated record of retail success.

> Cost Analysis and Savings

> Financial Document Control

> Project Management

Sales: Demonstrated skillat improving store operations, increasing top line sales, and

reducing costs. Successful at sales growth, customer growth, budgets, and goals.

Solution Driven: Expert problem-solverand planner with demonstrated

‘ip and development

EDUCATION

Associate Degree Business, North Carolina Wesleyan College, Rocky Mount, NC, 2010

PROFESSIONAL EXPERIENCE

Seaver ean mee ROC) TT

Coaching and encourage staff toward advancement by leveraging enthusiastic and supportive attitude.

Proactive in addressing operational concerns to streamline processes, boost customer engagement

and leverage substantial marketing prowess to strengthen and expand revenue streams. Promoted

from Assistant Store Manager due to unmatched work ethic.

Exceed sales goals and improve profitability by aligning sales strategies and business plans with market trends.

Formalize sales process to enhance operations and promote acquisition of new customers.

Lead quality assurance initiatives to increase revenue by implementing efficient practices and sales techniques.

Improve store status by identifying performance gaps for corrective action.

Resolve customer problems by investigating issues, answering questions, and building rapport.

Process daily paperwork, balance register drawers, produce staffing schedules and prepare deposits.

Assess, optimize, and elevate operations to target current and expected demands.

Manage inventory tracking and physical inventory counts to minimize loss.

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SR eee Rte me Cte) 2014-2019

Promoted creation of consistent and positive customer experiences through proactive management of

team activities and store operations. Monitored processes to meet changing demands, increase

efficiency and boost revenue. Demonstrated exceptional leadership for sales, customer service and

service clerk employees.

Recruited and hired individuals demonstrating passion, dedication and added value to team.

Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.

Assisted in overall day-to-day operations of store, including continuous development of effective store associates

to achieve desired sales and results.

Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottomline profitabili

Fielded customer complaints resolved disputes and answered questions to promote store engagement and

effectiveness.

> Achieved or exceeded business plans on consistent basis by engaging employees in key processes.

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