Customer Experience Service
Resume:
Opal Bussell
H: 803-***-**** C: 803-***-**** Email: ***********.**@*****.***
Summary
Hardworking retail management professional versed in all aspects of running a store, including opening and closing procedures, banking, merchandising, and recruiting.
Skilled in providing creative solutions to customer complaints.
Trains retail associates on sales techniques and crisis management.
Provides employees with clear guidelines and targeted goals.
Education
University: Lincoln Memorial University, Tennessee Graduated: 1986 Degree: Arts
General Cumulative Accomplishments
Belk
Supports the community by hosting special events for Military and Military Spouses
Continues to assist the same customer base derived during tenure at Kmart/Big Lots
Hired a new team and generated a training plan with a focus on sales and the customer experience
Big Lots
Contributed to an overall decreased shrink rate from 2.4 to a 1.1
Worked with Pepsi Co to decrease cost per item by bulk ordering during special event sales
Helped community by donating furniture and funds to the local homeless shelter
Kmart
Developed and implemented new loss prevention methods which resulted in a reduction from a 2.7% shrink rate to a 1.6% shrink rate.
Managed a team of 85 workers for 8 months without a Store Manager.
Created floorplans for new departments and merchandise.
Awarded “Top Sales increase Verses Last Year” in quarter 3 for 2015.
Helped increase store profit by 50% from 2014 to 2015.
Successfully managed workforce reductions delegated by corporate.
Interviewed and hired more than 100 new employees over the last two years.
Experience
Belk Sumter, SC November 2019 - Present
Assistant Sales Manager
Monitor payroll and budgeting in accordance with corporate requirements
Resolve customer complaints in a timely manner
Review monthly profit and loss statements
Complete all training initiatives as required by corporate
Develop impactful displays to stimulate clothing and soft-lines sales
Promote teamwork as a way to create a positive customer experience
Manage cash room and till exchange procedures
Recruit and terminate associates as needed
Manage 25 associate per shift
Manage online order fulfillment process (in store pick-ups and ship outs)
Oversee the opening and closing the store on a rotating manager schedule
Big Lots Sumter, SC January 2019 - November 2019
Merchandise Assistant Team Manager
Supervised truck unload process
Managed back stock and overflow inventory
Completed seasonal and basic merchandise planogram resets
Participated in store opening and closing procedures based on a rotating schedule
Created visual merchandise displays to promote weekly sale items
Assisted customers by recommending products to fit their needs
Managed a staff of 15-20 associates per shift
Oversee the till exchange at the end of shifts and/or at the end of the day
Managed front end registers and assisted customers with complaints
Worked with the Store Manager to budget payroll expenses
Assisted with recruiting associates and terminating associates
Helped create weekly staffing schedules for hourly associates
Developed strong business relationships with vendors
Kmart Sumter, SC September 1986 - January 2019
Cashier/Customer Service
Delivered excellent customer service by greeting and assisting each customer.
Addressed customer inquiries and resolved complaints.
Jewelry/layaway
Delivered excellent customer service by greeting and assisting each customer.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company standards.
Contributed to merchandising ideas at team sale meetings.
Completed special orders for jewelry from overseas companies.
Completed floor plans in clothing to promote sales.
Organized seasonal transitions in multiple departments.
Trained staff to deliver outstanding customer service.
Assistant Store Manager
Delivered excellent customer service by greeting and assisting each customer.
Ordered “out of stock” items via web to fulfill customer needs.
Addressed customer inquiries and resolved complaints.
Designed and implemented customer satisfaction metrics.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company standards.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when necessary.
Fulfilled customer shipping needs using UPS and USPS methods.
Completed weekly schedules according to payroll policies.
Trained all new managers on store procedures and policies.
Maintained daily record of all transactions.
Wrote order supply requests to replenish merchandise.
Trained staff to deliver outstanding customer service.
Analyzed marketing information and translated it into strategic plans.
Addressed and corrected sales staff communication issues in a tactful and effective manner.
Worked closely with the district manager to formulate and build the store brand.
Contributed to merchandising ideas at team sale meetings.
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