Lead, great customer service
Resume:
B
LaTonya
Black
*********@*****.***
London, AR 72847
SUMMARY
Dynamic Shift Lead with extensive experience at Loves Travel Stop, excelling in customer service and employee training. Proven ability to enhance operational efficiency and drive sales through effective inventory management and team motivation. Recognized for resolving customer complaints swiftly, fostering a positive shopping experience, and implementing successful merchandising strategies.
SKILLS
Customer service
Employee training
Inventory management
Cash handling
Sales analysis
Visual merchandising
Team building
Operational efficiency
Staff scheduling
Conflict resolution
Safety compliance
Product placement
Time management
POS systems
Problem solving
Work delegation
Staff onboarding
Staff development
Coaching and mentoring
Scheduling expertise
Shift leadership
Customer service focus
Workplace safety
Knowledge sharing
Production leadership
Staff motivation
Guest service
Regulatory compliance
Crew coordination
Team motivation
Relationship management
Performance improvement
Rules enforcement
Daily reporting
Operations management
Industry expertise
Resource allocation
Loss prevention
Staff supervision
Productivity monitoring
Decision-making capacity
Shift checklists
OSHA regulations compliance
Team collaboration and leadership
Production reporting
Follow-up procedures
Sales expertise
Policy enforcement
Quality control assurance
Employee scheduling
Resource management
Safety processes and procedures
Shift paperwork completion
Daily briefing facilitation
Problem-solving
Training assistance
Shift scheduling
Team leadership
Production scheduling
Quality inspections
Verbal and written communication
Action planning
Inventory counts
Flexible schedule
Sales and upselling
Creative problem solving
Positive attitude
Equipment troubleshooting
Emergency response planning
Issue resolution
Strong verbal and written
communication
Operations monitoring
Sales proficiency
Conflict management
POS system operation
Professional appearance
Customer retention strategies
Sales reporting
EXPERIENCE
Shift Lead Retail Sales Associate
Clarksville, AR
Loves Travel Stop/ Mar 2024 to Mar 2025
Provided support during seasonal events or promotions. Trained and supervised sales associates on customer service standards and operational procedures.
Computed purchases and received and processed cash or credit payment. Managed opening and closing procedures of the store, including cash handling. Provided exceptional customer service to ensure customer satisfaction. Coached other employees in customer service strategies and successful selling techniques.
Ticketed, arranged and displayed merchandise to promote sales. Cleaned shelves, counters and tables to maintain organized store. Watched for and recognized security risks and thefts to prevent or handle situations. Answered store and merchandise questions and led customers to wanted items. Organized store by returning merchandise to proper areas and restocked displays. Handled returns and exchanges according to company policies. Recommended, selected and located merchandise based on customer desires. Stocked shelves and supplies and organized displays to focus customer attention on specific items.
Enforced safety regulations within the store environment. Greeted customers to determine wants or needs.
Assisted customers with product selection, pricing and availability inquiries. Inspected merchandising displays for accuracy and neatness. Analyzed sales data to identify trends and adjust sales strategies accordingly. Maintained records of daily transactions in order to track sales performance. Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Answered customer inquiries regarding product features, pricing, and availability. Prepared merchandise for purchase or rental.
Resolved customer complaints promptly and professionally while maintaining a positive attitude.
Placed special orders or called other stores to find desired items. Bagged or packaged purchases and wrapped gifts.
Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Performed inventory management duties such as stocking shelves and placing orders for new merchandise.
Maintained knowledge of sales and promotions, return policies and security practices. Worked effectively in team environments to make the workplace more productive. Assisted with customer requests and answered questions to improve satisfaction. Recognized by management for providing exceptional customer service. Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Demonstrated strong problem-solving skills, resolving issues efficiently and effectively. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Operated a variety of machinery and tools safely and efficiently. Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Exceeded customer satisfaction by finding creative solutions to problems. Identified needs of customers promptly and efficiently. Worked with cross-functional teams to achieve goals. Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Shift Leader
Russellville, AR
Pilot Travel Centers/ Oct 2018 to Mar 2024
Evaluated employee performance, delivering individualized feedback and praise. Managed daily workflow and scheduled staff for adequate coverage. Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Communicated effectively with other departments within the organization regarding staffing needs or operational issues.
Verified that cash drawers contained correct amounts of money during opening and closing shifts.
Adhered to all health code regulations while preparing food items for customers. Supervised team of XX during daily shifts, ensuring efficient operation and customer satisfaction.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale. Utilized POS systems efficiently for order processing and inventory management. Maintained positive working relationship with fellow staff and management. Monitored and maintained equipment to ensure operational efficiency. Created plans to propose solutions to problems related to efficiency, costs or profits. Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
Coached team members to increase productivity and reduce workplace accidents. Assisted in the development and implementation of new operational procedures. Checked orders for quality and completeness.
Facilitated training sessions for new employees on company policies and procedures. Participated in store-wide marketing initiatives designed to increase customer traffic or boost sales revenue.
Determined consumer needs to provide products and services appealing to larger market.
Monitored employee performance to ensure compliance with company policies and procedures.
Evaluated needs of departments and delegated tasks to optimize overall production. Assessed reports and adjusted workflows to realign with targets. Upheld company standards and compliance requirements for operations. Scheduled team members for shifts based on business needs and customer demand. Collaborated with management to set performance goals and evaluate progress. Monitored inventory levels and ordered supplies as needed. Delegated tasks to employees and monitored activities and task completion. Trained new employees on company policies, operational procedures, and customer service standards.
Handled emergency situations with composure and in accordance with company guidelines.
Operated cash registers and balanced cash drawers to ensure accuracy in transactions. Planned and managed resources to consistently meet production, quality, and cost goals.
Analyzed company's expenditures and developed financial models. Inspected food preparation areas to ensure proper sanitation standards were met at all times.
Performed basic maintenance tasks such as changing light bulbs or replacing broken equipment parts as needed.
Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
Worked closely with human resources to support employee management and organizational planning.
Confirmed accuracy of daily sales reports before submitting them to management for review.
Assisted general manager with operations game plan and company initiatives implementation.
Coordinated with other shift leaders and management to ensure smooth transitions between shifts.
Scheduled staff shifts, considering peak times and individual availability. Resolved customer complaints promptly to maintain a high level of satisfaction. Identified needs of customers promptly and efficiently. Maintained cleanliness and organization of the work area to uphold company standards.
Managed inventory levels and placed orders to ensure product availability and minimize waste.
Set specific goals for projects to measure progress and evaluate end results. Coordinated shift workers for inventory receiving, auditing and restocking. Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike. Assisted in training new employees on shift operations. Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
Resolved customer complaints promptly and professionally. Assessed company operations for compliance with safety standards. Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
Monitored employee performance and provided feedback for improvement. Supervised and led employees to maintain productivity and customer service levels. Handled escalated customer concerns and emergencies in absence of manager or supervisor.
Fostered a team-oriented environment to increase morale and productivity. Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.
Monitored operations and reviewed records and metrics to understand company performance.
Provided exceptional customer service and maintained a positive attitude throughout the shift.
Collaborated closely with team members to achieve project objectives and meet deadlines.
Worked effectively in team environments to make the workplace more productive. EDUCATION AND TRAINING
High School Diploma
Pottsville High School May 1995
Pottsville, AR
ACCOMPLISHMENTS
I got the one and only "Most Outstanding Employee" that Pilot has ever had in company history. At Loves I received the Heart of Loves recommendation.
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