Customer service, assistant manager in retail, type 70wpm, 10 key

BILLIE JO GOULET

Fort Worth, Texas 817-***-****

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PROFESSIONAL SUMMARY

Dedicated and results-driven retail professional with over 5 years of progressive experience in customer service, team leadership, store operations, and management. Proven ability to lead high-performing teams, manage financial processes, enhance customer experiences, and maintain operational excellence. Skilled in staff training, conflict resolution, and loss prevention with a strong focus on efficiency, safety, and customer satisfaction PROFESSIONAL EXPERIENCE

Assistant Manager Jun 2024 – Present

Ollie’s Bargain Outlet — Benbrook, Texas

• Partner with the Store Team Leader to oversee all aspects of store operations, including labor management, payroll accuracy, Brinks deposits, and budget adherence to reduce overall operational costs.

• Spearhead merchandising strategies by coordinating floor sets, signage compliance, and inventory flow, resulting in improved product visibility and increased sales.

• Mentor and coach team members through hands-on leadership, performance feedback, and growth plans to build a high-performing and customer-focused team.

• Ensure timely and accurate completion of daily, weekly, and monthly reports, including sales summaries, inventory reconciliation, and loss prevention audits.

• Lead inventory integrity initiatives such as cycle counts and seasonal resets, minimizing shrink and maintaining stock accuracy.

• Carry out key holder responsibilities, including opening and closing procedures, security alarm systems, and safe audits.

• Conduct routine safety and compliance inspections, lead incident investigations, and execute corrective actions to maintain a safe shopping and work environment.

• Manage a team of up to 20 associates by delegating daily tasks, approving time-off requests, creating weekly schedules, and maintaining optimal floor coverage. Assistant Team Lead / Front End Manager Sep 2022 – Jun 2024

• Directed front-end operations including cashier performance, customer issue resolution, refund/exchange authorization, and queue management during peak hours.

• Oversaw all cash handling protocols, ensuring register accuracy, balancing drawers, and preparing Brinks deposits in accordance with company policy.

• Supported merchandising execution and sales floor organization by guiding team members through planogram resets, stock replenishment, and promotional displays.

• Recruited, trained, and developed new associates while reinforcing operational standards and customer service expectations through daily coaching.

• Played a key role in reducing shrink by monitoring cash register activity, validating voids and returns, and enforcing compliance with LP procedures.

• Collaborated with leadership to optimize staffing schedules and labor allocation, improving coverage and reducing overtime costs.

Customer Service Associate May 2020 – Sep 2022

• Delivered responsive and courteous customer service by identifying needs, answering product questions, and resolving complaints to maintain a positive shopping experience.

• Assisted with inventory receiving and stockroom organization; executed restocks and recovery to keep high-traffic areas presentable and fully merchandised.

• Operated point-of-sale (POS) systems to process sales, returns, and exchanges accurately and efficiently.

• Supported promotions and endcap displays by ensuring product availability, correct signage, and adherence to marketing directives.

• Collaborated with team members to meet store goals and contribute to a clean, organized, and safe work environment

BILLIE GOULET, PG. 2

PT Cashier / Sales Associate Mar 2020 – May 2020

• Greeted customers with a positive attitude and facilitated fast, accurate transactions at the point of sale.

• Maintained checkout cleanliness, ensured accurate scanning of merchandise, and promoted loyalty programs and store credit options.

• Assisted with merchandising by stocking shelves, straightening product displays, and identifying low-stock items.

• Helped enforce safety and cleanliness standards on the sales floor and in shared workspaces Core Competencies & Technical Skills

• Team Leadership & Staff Supervision – Proven ability to lead, motivate, and develop high-performing retail teams in fast-paced environments.

• Cash Management & Brinks Deposits – Trusted with high-value transactions, daily cash reconciliation, and armored transport procedures.

• Loss Prevention & Safety Compliance – Experienced in enforcing LP policies, conducting safety audits, and minimizing shrink through proactive oversight.

• Customer Relations & Conflict Resolution – Skilled in delivering exceptional service, de-escalating issues, and building customer loyalty.

• Inventory Control & Merchandising Execution – Strong understanding of stock flow, planogram adherence, seasonal resets, and product placement strategies.

• Recruitment, Training & Onboarding – Hands-on experience in hiring, mentoring, and developing new associates to meet performance expectations.

• Store Operations & Key Holder Duties – Well-versed in daily operations including opening/closing procedures, scheduling, and compliance reporting.

• POS Systems & Sales Auditing – Proficient in register operations, end-of-day balancing, return validation, and transactional accuracy.

• Technical Proficiency – Typing speed of 90 WPM; skilled in ten-key entry and manual pallet jack operation.

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