Customer Service Store Manager
Resume:
CHERELLE MCKELLAR
Newark, NJ *****
****************@***.***
Throughout my career, regardless of the industry I have been involved in, I have consistently applied my exceptional verbal and written communication skills, adeptness in active listening, and analytical problem-solving abilities. By embracing a customer-centric mindset, understanding their requirements, and placing importance on nurturing professional relationships, I have successfully enhanced customer satisfaction, increased profitability, and attained favorable business results. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Assistant Store Manager
Dollar Tree-Clifton, NJ
August 2023 to April 2024
• Respond to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Process payments for credit and debit cards and returned proper change for cash transactions.
• Reconcile daily sales transactions to balance and log day-to-day revenue.
• Maintain positive customer relationships by responding quickly to customer service inquiries.
• Manage opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Coach sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Supervise and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Walk through store areas to identify and proactively resolve issues negatively impacting operations.
• Train and guided team members to maintain high productivity and performance metrics.
• Observe each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Service Representative (Seasonal)
XPO Logistics-Edison, NJ
January 2022 to September 2022
• Planned, organized and managed work of subordinate staff to carry out consistent work within organizational standards.
• Strengthened communication skills through regular interactions with others.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
• Analyzed customer feedback and provided solutions to improve customer service.
• Tracked delivery progress to identify possible delays and provide real-time updates to customers.
• Communicated with customers to provide delivery updates and resolution. Online Gaming Customer Support Agent
Roar Digital-Jersey City, NJ
August 2019 to April 2021
• Asked open-ended questions to determine which products or services would be best fit for customer's needs.
• Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
• Responded to customer inquiries and provided accurate information about products and services via live chat.
• Cultivated relationships with new customers and maintained good partnerships with existing clients.
• Provided online demonstrations to educate customers on product features and online help resources.
• Documented all customer information accurately in computer system, providing dated notes for future reference.
• Researched customer inquiries to provide accurate and up-to-date information.
• Assisted department with email-based and phone support when call center was busy or short- staffed.
• Installed, configured and maintained computer systems and network connections.
• Offered assistance in implementing and developing training programs.
• Researched and identified solutions to technical problems. Warehouse Administrative Assistant
Plastic Dress Up-Edison, NJ
February 2016 to December 2018
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
• Assisted coworkers and staff members with special tasks on daily basis.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Liaised between clients and vendors and maintained effective lines of communication.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Completed forms, reports, logs and records to quickly handle all documentation for human resources.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Performed research to collect and record industry data. Front End Cashier
Walmart-Linden, NJ
December 2015 to February 2016
• Helped customers complete purchases, locate items and join reward programs
• Determined customer requirements and suggested ideal product offerings to meet needs and boost revenue
• Monitored self-checkout systems and provided help in resolving complex problems
• Operated register system to process new purchases, item returns and merchandise exchanges.
• Maintained organized and orderly front end and removed carts, baskets, and debris.
• Helped customers complete purchases, locate items, and join reward programs.
• Processed credit card, EBT, and gift certificate payments with electronic computer system.
• Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
• Approached every question or concern with calm and level-headed approach.
• Operated register system to process new purchases, item returns, and merchandise exchanges.
• Created staff break and lunch schedules strategically to keep store adequately staffed for customer traffic.
• Set up front-end merchandise displays to attract customers and showcase store products.
• Used POS system to enter orders, process payments and issue receipts.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Identified and resolved discrepancies and errors in customer accounts.
• Conducted inventory counts by adding each item in stock and documenting in computer system. Cashier
ShopRite-Linden, NJ
June 2011 to April 2015
• Quickly and accurately counted drawers at start and end of each shift
• Processed both cash and card purchase and returns
• Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
• Communicated with customers and team members to solve problems.
• Addressed customer needs and made product recommendations to increase sales.
• Welcomed customers and helped determine their needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Helped customers complete purchases, locate items, and join reward programs.
• Worked flexible schedule and extra shifts to meet business needs.
• Stocked, tagged and displayed merchandise as required.
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
• Learned duties for various positions and provided backup at key times.
• Restocked and organized merchandise in front lanes.
• Worked closely with shift manager to solve problems and handle customer concerns. Education
High School Diploma
Penn Foster - Arizona City, AZ
June 2006 to July 2007
Bachelor Of Applied Science in Psychology
Southern New Hampshire University - Hooksett, NH
Skills
• Skills
• Operations
• POS systems operations
• Stock management
• Goals and performance
• Sales expertise
• Order management
• Systems and software programs
• Training
• Customer experience
• Vendor management
• Database Management
• Microsoft Office Suite
• Staff supervision
• Employee scheduling
• New-Hire Training
• Staff Management
• Process Improvement
• Communication skills
• Customer service
• Bilingual
• English
• Training & development
• Leadership
• Windows
• Google Docs
• Phone etiquette
• Customer support
• Computer skills
• Live chat
• Order management system
• Cash handling
• Cash register
• Store management
• Office management
• Laboratory experience
• Microsoft Word
• Microsoft Office
• Technical support
• Research
• Dispatching
• Organizational skills
• Shift management
• Microsoft Outlook
• Data entry
• CRM software
Certifications and Licenses
Driver's License
CDL B
Air Brake Endorsement
CDL A
School Bus Endorsement
Passenger Endorsement
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