Elnora Brown

advcvy@r.postjobfree.com 202-***-****

Results-oriented leader with nearly 10 years of experience in retail, customer service, office administration, cleaning and organizing, and hospitality. Proven ability to provide a welcoming and well-maintained environment for customers. Strong work ethic with excellent leadership aptitude while being organized with a team-focused leadership style. Outstanding team management expertise with strong communication skills to address customer inquiries and concerns promptly and in a professional manner. Experience in building, developing, and retaining high-performing employees. Exceptionally skilled, creative, and results-oriented as a leader and sales performer with a proven track record of top-tier performance. Excellent in building relationships with store employees and managers.

Excellent Time Management

Reliable and Dependable

Accurate Cash Handling

Pleasant & Coherent Communication

Retail Store Operations

Proficient in Microsoft Office

Highly Analytical Mind

Project Management

Conflict Resolution Skills

Team-Oriented

Education

Kaplan University Washington, DC

Property and Claims Adjuster October 2018 – December 2018

Loyola University of New Orleans New Orleans, LA

Bachelor of Science in Psychology – Candidate September 2014 – May 2015

Professional Experience

Self-Employed (30+ hours/week) June 2021 – January 2023

I adapted to job loss from the pandemic by teaching myself various skills to keep sharp.

I prioritized sanitization and safety while learning hand-poke tattoo method.

I studied and earned my OSHA Bloodborne Pathogens safety certification in 2022.

I continued to place high value on customer satisfaction while communicating with art and clothing buyers on Depop and Etsy.

I employed proper business practices by rapidly and politely replying to buyers, neatly organizing and packaging, and shipping orders out the same day as them being purchased.

I trained myself in Microsoft Excel and Canva in order to make printable templates and posters.

National Gallery of Art Washington, DC

Sales Store Clerk (32+ hours/week) September 2019 – September 2021

Supervise daily operations – overseeing a team of department managers. Review P&L reports and look for areas of opportunity/growth. Control inventory, hire employees, and manage store expenses.

Lead, manage, and develop a team of store employees in operations to execute business best practices – promoting consistent operating conditions with courteous, prompt, and friendly customer service.

Provide team leadership in setting up marketing strategies and executing on advertising promotions.

Set department standards for customer service, employee relations, cleanliness, sanitation, professional appearance, and overall profitability. Oversee all store personnel as well as store inventory for accuracy.

Balance team’s cash drawers. Take credit card information over the phone in order to complete orders.

Training new employees on product information, upselling, humble and compassionate customer service, and company policies. Excelled in customer service by applying established procedures.

Unload supply trucks and stock the store throughout the day while also giving proper attention and assistance to customers. Experience in fixing technological issues with POS systems and printers.

Customer Service:

Utilize customer service skills in troubleshooting and resolving problems. Address a wide range of reported issues. Maintain, organize, and generate monthly report of all customer service issues.

Provide excellent customer service, going above and beyond with actions including but not limited to: wrapping items attractively during the busy holiday season, acknowledging customer complaints about the weight of items and offering to fill out a form to have items shipped to their address, personal shopping for customers after asking them about the style and hobbies of the intended gift recipients.

Support and understand the frustration of customers. Make them less angry by talking to them in a caring and empathetic manner during escalated situations – addressing client issues in a timely manner.

Maintain a quality score in meeting client needs of while addressing customer questions and concerns.

Mom’s Organic Market Washington, DC

Retail Clerk / Manager Trainee (35+ hours/week) February 2016 – May 2018

Addressed customer inquiries and product concerns. Consistently searched for new ways to improve customer satisfaction. Trained and supervised new staff on how to provide exemplary customer service.

Consistently lifted heavy items such as pallets, product cases, and kegs.

Ensured organization and cleanliness standard through assessment of product freshness and quality.

Maintained daily record of order supply. Was responsible for operations, including: sales, profitability, marketing, merchandising, inventory control. Reorganized sales floor to meet product demands.

Completed all store management duties, which included: competition of inventory counts, weekly management reports, and cash management. Maintained business relationships with key suppliers.

Created, developed, and implemented strategic market initiatives by identifying and pursuing sound business opportunities – aligning with company strategy by leveraging the store's operational strengths.

Served as product expert on sophisticated items, directing customers to unusual foods and gourmet items.

Developed a reputation for excellent customer service by greeting customers in a friendly manner, giving them full attention, and answering their questions or locating the appropriate staff to assist them.

Assigned staff to cover peak hours, and delegated effectively to provide continuous stocking – ensuring availability of popular items. Trained new cashiers on store policies, procedures, and service techniques.

Used expertise in efficiently balancing cash drawers each day with a consistently high level of accuracy.

Office of Religious Studies, Loyola University New Orleans, LA

Office Assistant (15+ hours/week) September 2014 – May 2015

Streamlined existing office operations, resulting in a significant increase in efficiency throughout call management, filing operations, and coordinating office meetings. Demonstrated excellent interpersonal skills throughout interactions with clients, team members, and management leadership.

Assisted the head of the Religious Studies office with organizing various student and professor files.

Organized events for highly respected public speakers and researchers to visit the University.

Fixed technological issues within the office related to PCs, network, office equipment, and phones.

City Burger Bethesda, MD

Team Leader / Cashier (40+ hours/week) May 2014 – August 2014

Led by being technologically proficient in both register POS systems and databases to upload data.

Reviewed metrics, dashboard systems, and reporting to exceed established performance benchmarks.

Participated in management meetings. Evaluated and determined training needs of kitchen employees.

Developed repeat customers by way of quick, professional, and impeccable customer service.

Maintained sanitation and organization of the dining area; patiently handled conflicts with customers.

Ensured restaurant continued to run smoothly, and managed the daily opening and closing of restaurant.

Training

OSHA Bloodborne Pathogens Training

MOMs Organic Market – Retail Operations

Neway IT Solutions – Oracle DBA Training – Oracle Database Administration – Oracle Database OCA

Advanced Coursework in Oracle RAC (Real Application Clusters) and Data Guard

Certifications

OSHA Bloodborne Pathogens Training, Passed SQL 11g, Oracle 11g, and Admin 1 Certifications; Kaplan University Property and Claims Adjuster Certification

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

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