Customer Service Store Manager

Shahana Ahmed

Woodbridge, VA, ***** *******.*****@*****.*** T: 571-***-****

OFFICE ADMINISTRATION CUSTOMER SERVICE PROFESSIONAL RETAIL OPERATION

Summary

Highly skilled administrative and customer service professional with 10 years of diverse experience in corporate and retail operation. Proven ability to exceed performance benchmarks, leverage consultative techniques, and foster strong client relationships. Demonstrated leadership and adeptness in driving sales and enhancing customer satisfaction. Proficient in MS Office, SharePoint, Access, Windows, Office 365, and Salesforce CRM.

Core Competencies / Skills

Customer Relationship Management: Expertise in building and maintaining strong client relationships to ensure customer satisfaction and loyalty.

Operational Management: Proven ability to manage store operations, staff performance, and customer interactions, driving sales and operational efficiency.

Training and Development: Experienced in conducting training sessions on policies, procedures, and technology to enhance team performance and compliance.

Problem Resolution: Adept at addressing and resolving customer and provider issues promptly, ensuring high levels of satisfaction and retention.

Sales and Promotion: Demonstrated ability to promote products and services, contributing to increased sales and customer engagement.

Communication: Strong communication skills, facilitating internal meetings, providing status reports, and maintaining effective communication channels with clients and stakeholders.

Technical Proficiency: Proficient in MS Office, SharePoint, Access, Windows, Office 365, and Salesforce CRM, enhancing operational efficiency and data management.

Analytical Skills: Ability to analyze sales data, implement strategies to improve profitability, and monitor operational performance.

Team Leadership: Capable of training, supervising, and motivating staff to achieve organizational goals and ensure adherence to company policies.

Work Experience

CASA, Woodbridge, VA Dec 2024-Current

Outreach Specialist

Conducted field outreach and community engagement to identify Lawful Permanent Residents (LPRs) at events such as religious centers & functions, cultural festivals, and immigrant-owned businesses.

Utilized CASA’s no-code application to collect contact information and perform initial eligibility screenings for services including ESOL classes, citizenship classes, legal assistance, and affordability programs.

Referred eligible individuals to appropriate service providers based on screening outcomes and followed established procedures for each type of referral.

Facilitated access to legal and educational support for immigrants by assessing individual needs and connecting them with relevant community resources.

Maintained accurate records of outreach activities and client interactions using internal software tools.

ROSS DRESS FOR LESS, Woodbridge, VA Mar 2024 – Dec 2024

Asst. Store Manager

Assists Store Manager with providing a strong leadership presence and control in store, while ensuring that all customers receive good service and quality merchandise.

Forecasts/reforecast business, focusing on productivity to meet sales goals.

Regularly communicates with Store Manager to discuss strengths, opportunities, and trends in business.

Helps Store Manager in identifying training needs and providing ongoing training opportunities to the team as needed.

Leverages individual staff strengths and creates developmental plans to prepare all level positions for future growth within the organization.

Assists in hiring to the needs of the business, actively recruiting to ensure open positions are filled quickly.

TTEC International, USA (Remote) July 2022 – Jan,2024

Provider Service Agent for Blue Cross Blue Shield

Developed and maintained strong relationships with healthcare providers.

Conducted training sessions on healthcare policies, procedures, and technology.

Managed healthcare provider accounts to achieve company goals and compliance with regulations.

Addressed and resolved provider inquiries and issues promptly, ensuring high levels of satisfaction.

Provided detailed information to providers regarding benefits, eligibility, and claims.

Collaborated with internal teams to streamline processes and improve service delivery.

TTEC International, USA (Remote) July 2021 - Jun 2022 Online Travel Agent

Responded to travel-related inquiries, issued documentation, and confirmed reservations.

Provided exceptional customer service by assisting clients with travel arrangements and accommodation.

Resolved issues related to travel changes, cancellations, and other concerns.

Maintained up-to-date knowledge of travel policies, procedures, and industry trends.

LIFE STORAGE INC, Chantilly, VA Nov 2021 - July 2022 Store Manager

Managed store operations, staff performance, and customer interactions.

Developed action plans to improve store performance and achieve sales targets.

Oversaw daily activities, including inventory management, cash handling, and customer service.

Trained and supervised staff, ensuring compliance with company policies and procedures.

Analyzed sales data and implemented strategies to enhance profitability and customer satisfaction.

MY EYE DR, FAIRFAX, VA Dec 2018 - Oct 2019

Patient Service Coordinator

Greeted and processed patients, scheduled appointments, and promoted services.

Assisted in pretesting and eyeglass/contact lens sales.

Addressed patient inquiries, resolved issues, and provided information on products and services.

Coordinated with medical staff to ensure efficient patient flow and optimal service delivery.

Managed patient records and ensured accuracy and confidentiality of information

TALBOT, POTOMAC MILL MALL, WOODBRIDGE, USA Feb 2017 - Nov 2018

Assistant Manager, Sales & Operation

Assists Store Manager with providing a strong leadership presence and control in store, while ensuring that all customers receive good service and quality merchandise.

Forecasts/reforecast business, focusing on productivity to meet sales goals.

Regularly communicates with Store Manager to discuss strengths, opportunities, and trends in business.

FOREVER 21, POTOMAC MILL MALL, WOODBRIDGE, USA Sep 2016 – Feb 2017

Assistant Manager, Sales & Operation

Consistently creates a welcoming environment for the customer by greeting and assisting; as well as quickly responding to customer inquiries and needs.

Utilizes company tools to diagnose opportunities and develops action plans to improve performance.

Forecasts/reforecast business, focusing on productivity to meet sales goals.

Education

Bachelor of Commerce, Lalmatia Girls College, Dhaka, Bangladesh

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