Efficient Retail/Operations Assistant Manager Candidate
Resume:
Yvonne Darden
Atlanta, GA *****
*****************@***********.***
Professional Summary
Diligent assistant manager with 4+ years of experience in retail and customer service, specializing in team supervision and operational efficiency. Proven track record in enhancing customer satisfaction and implementing cost-saving measures. Strong leadership skills demonstrated through effective training and development of staff, resulting in improved productivity and sales performance. Committed to fostering a positive work environment and achieving organizational goals. Authorized to work in the US for any employer
Work Experience
Night Sorter
Ups-Atlanta, GA
September 2024 to Present
• Maintained accurate inventory records by conducting regular cycle counts and reconciling discrepancies
• Picked and packed orders with high attention to detail, ensuring accuracy in product selection and packaging
• Received incoming shipments, inspected contents for damage or defects, and verified quantities against purchase orders
• Utilized computer systems to track inventory levels, update stock locations, and generate shipping labels
• Performed quality control checks on outgoing shipments to ensure products met customer specifications
• Safely stored hazardous materials according to OSHA regulations and company guidelines
• Assembled product components using hand tools or machinery as required by job instructions
• Maintained a clean and organized work area to promote safety and productivity
• Assisted in the training of new warehouse employees on proper procedures for handling materials and operating equipment
• Achieved a perfect attendance record over XX months of employment at the warehouse facility
• Demonstrated strong problem-solving skills by resolving inventory discrepancies quickly and accurately
• Closely followed all safety protocols when handling heavy machinery or working at heights
• Leveraged knowledge of different material types (e.g., fragile items) to ensure appropriate handling techniques were used
• Maintained compliance with company policies regarding security measures for high-value merchandise
• Collaborated with cross-functional teams (e.g., logistics, purchasing) to coordinate efficient inbound/ outbound shipment processes
• Demonstrated flexibility by adapting quickly to changing priorities or urgent requests from supervisors
• Achieved an average picking rate of XX items per hour, exceeding department standards
• Collaborated with team members to unload delivery trucks efficiently and accurately count received items
• Participated in regular safety training sessions to ensure compliance with workplace health and safety guidelines
• Demonstrated strong attention to detail when inspecting incoming shipments for damage or discrepancies
• Achieved a record-breaking productivity rate during peak season by consistently meeting or exceeding daily picking targets
• Closely monitored inventory levels to anticipate restocking needs and prevent stockouts
• Packed fragile items using appropriate protective packaging materials (e.g., bubble wrap) to minimize breakage during transit
Assistant manager
Dollar general-Atlanta, GA
October 2020 to Present
• Assisted in the management of daily operations, ensuring smooth and efficient workflow
• Supervised and trained a team of XX employees, providing guidance and support to maximize productivity
• Implemented new scheduling system that optimized staff allocation and reduced labor costs by XX%
• Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction
• Conducted regular inventory checks to maintain accurate stock levels and minimize loss due to shrinkage
• Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
• Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
• Developed strong relationships with vendors and suppliers, negotiating favorable terms for procurement of goods
• Created training materials and conducted training sessions for new hires on company policies and procedures
• Analyzed sales data to identify trends and opportunities for improvement, implementing effective strategies accordingly
• Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies
• Implemented cost-saving measures such as energy-efficient practices or waste reduction initiatives resulting in savings of XX%
• Collaborated with marketing department on promotional activities to drive foot traffic and increase sales revenue by XX%
• Monitored employee performance through regular evaluations, providing constructive feedback for professional development
• Ensured compliance with health & safety regulations by conducting regular inspections and implementing corrective actions when necessary
• Developed employee schedules based on business needs while optimizing staffing levels during peak hours
• Maintained accurate records of financial transactions including daily sales reports, invoices, receipts etc
• Coordinated special events or promotions within budget constraints while exceeding customer expectations
• Utilized POS systems effectively to process orders accurately while maintaining a high level of efficiency
• Increased overall store profitability by analyzing product performance data & adjusting pricing/ markdowns accordingly
• Implemented customer loyalty programs resulting in a XX% increase in repeat business Supervisor/Manager
vertex business solutions-Kennesaw, GA
September 2014 to August 2020
30144
Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Effectively managed a high-volume of inbound and outbound customer calls. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Managed high call volume with tact and professionalism. Provided incentive to increase productivity by offering employees awards for best customer service. Met or exceeded service and quality standards every review period. workforce analysist, 03/2009 to 04/2014
vertex business solutions - 2015 vaughn rd kennesaw ga 30144 vertex business
Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Referred unresolved customer grievances to designated departments for further investigation. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. vertex business solutions - 2015 vaugh rd kennesaw ga 30144 Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to [7] calls in queue per minute. Mastery of customer service management systems and databases. Evaluated consumer reports on a monthly basis.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Developed all process controls and metrics for daily management of the Call Center. Managed call center from initial start-up to full operational status. Evaluated consumer reports on a monthly basis.
Prepared reports and communication for senior management and clients. Initiated operations improvements to improve overall call center productivity.
• Managed a team of XX call center agents, providing guidance and support to ensure high-quality customer service
• Implemented new call center procedures and protocols resulting in an XX% increase in customer satisfaction ratings
• Developed and delivered comprehensive training programs for new hires, resulting in a XX% reduction in onboarding time
• Monitored call center metrics including average handle time, first-call resolution rate, and customer wait times to identify areas for improvement
• Analyzed call recordings and provided feedback to agents to improve their communication skills and adherence to company policies
• Created performance goals for individual team members based on key performance indicators (KPIs) such as call quality, productivity, and customer satisfaction
• Conducted regular performance evaluations with team members, providing constructive feedback and identifying opportunities for growth
• Collaborated with other departments such as IT and HR to address technical issues or personnel matters affecting the call center operations
• Implemented a rewards program to recognize top-performing agents, boosting morale and motivation within the team
• Developed strategies to effectively handle escalated calls or difficult customers, ensuring prompt resolution while maintaining positive relationships
• Utilized workforce management software to optimize staffing levels based on forecasted call volumes, reducing wait times by XX%
• Identified process inefficiencies within the call center operations and implemented solutions that resulted in a XX% increase in overall efficiency
• Led weekly team meetings to communicate updates on company policies/procedures changes or upcoming campaigns/initiatives
• Maintained up-to-date knowledge of industry trends related to customer service best practices and technology advancements within the contact center space
• Collaborated with cross-functional teams on projects aimed at improving overall customer experience across multiple channels (phone/email/chat)
• Assisted with hiring processes by conducting interviews/screenings of potential candidates for open positions within the call center department
• Provided ongoing coaching and mentoring to team members, identifying areas for improvement and providing resources/training as needed
• Implemented call monitoring systems to ensure compliance with company policies and regulatory requirements
team expert
Vertex-Kennesaw, GA
April 2009 to April 2014
One call resolutions
went above and beyond for my customers
answered escalated calls
took payments
set payment arrangements
reconnected and set up new accounts for the natural gas industry customer service representative sales team
Vertex Business Services-Kennesaw, GA
October 2007 to November 2009
had sales quota that we had to meet at the end of each week worked for natural gas industry
switched customers natural gas
front end supervisor
cobb international farmers market-Smyrna, GA
January 2004 to August 2007
Greeted customers promptly.
Received customer payments.
Directed customers to store locations.
Totaled bills and calculated taxes.
Monitored areas for security issues and safety hazards. Assisted customers in selecting items based on needs. Created attractive displays to promote items.
Described products and services in detail.
Completed purchases using Point of Sale systems.
Collected and stored coupons.
Trained new cashiers on procedures, customer service and sales techniques. Education
High School Diploma
pine forest sr highschool-Fayetteville, NC
1993
Skills
• Customer Support
• Typing
• Administrative Experience
• CSR
• Customer Service
• Customer Care
• Management
• Cash handling
• POS
• Supervising Experience
• Retail sales
• Call Center
• Inventory control
• Payroll
• Negotiation
• Conflict Management
• Front desk
• Recruiting
• Store management
• Databases
• Retail management
• Cash register
• Leadership
• Pricing
Additional Information
SKILLS
Conflict Resolution Proficiency Enthusiastic Customer Service Phone Customer Service Avaya Software knowledge
Skilled in call center operations Familiarity with Key Performance Indicators Customer interface expertise (KPIs)
Multi-line phone operation proficiency Completed telephone training seminar Exceptional workflow management Customer service award Adheres to customer service procedures
Marketing savvy
Strong problem solving aptitude
Customer service award
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