Customer Service & Retail Management Leader

Kellie Nicholson

I have over ** years of customer service

Rome, GA 30165 +1-706-***-**** *************@*****.*** Professional Summary

I have over 25 years of customer service and retail management experience. mainly in the automotive aftermarket parts area. As well as experience with cash accountability, inventory control, training personel & product merchandising. I would love to bring my experience to your company. I am looking for an opportunity to use my experience to do something new. I look forward to hearing from you,

Kellie

Work Experience

PSM

O'Reilly Auto Parts Rome, GA

May 2025 to Present

• Provided exceptional customer service by assisting customers with their automotive parts needs and providing product recommendations

• Maintained accurate inventory records, ensuring that all parts were properly accounted for and stocked on shelves

• Processed returns and exchanges efficiently, resolving customer issues in a timely manner

• Demonstrated extensive knowledge of automotive parts and accessories, effectively answering customer inquiries

• Utilized computer systems to locate specific parts within the store or from external suppliers

• Assisted in organizing promotional events and sales campaigns to increase store traffic and boost revenue

• Trained new employees on company policies, procedures, and product knowledge to ensure consistent service quality

• Performed regular inventory audits to identify discrepancies and implement corrective measures as needed

• Developed strong relationships with repeat customers through personalized assistance and follow-up communication

• Contributed ideas for improving overall store operations based on customer feedback and industry trends

• Managed special orders for hard-to-find or rare automotive parts, ensuring timely delivery to customers' satisfaction

• Participated actively in team meetings discussing strategies for increasing sales volume

• Resolved customer complaints promptly while maintaining a positive attitude towards finding solutions

• Performed regular price checks to ensure accurate pricing of merchandise on the sales floor

• Supported marketing initiatives by promoting special offers or discounts during interactions with customers

• Demonstrated excellent problem-solving skills by finding suitable alternatives when requested parts were unavailable

• Developed strong working relationships with local mechanics and repair shops, generating referral business

• Assisted in conducting physical inventory counts to reconcile stock levels with computer records

• Implemented a customer loyalty program, resulting in a 6% increase in repeat business

• Served as a subject matter expert for specific automotive brands or product categories within the store Parts Sales Manager

AutoZone Rome, GA

September 2023 to April 2025

I am a PSM working a variety of hours. I am in charge of the overall duties and customer satisfaction of the store when I am the Manager on Duty. This includes but is not limited to cash reclaimation before close, deligating duties and leaving the store in great condition for the following shift. I also helped with Company In inventory prep and final counts multiple locations. Front Desk Clerk

Floyd County Tax Commissioners Office Rome, GA

January 2023 to May 2023

I would help with in person & over the phone information to tax payers about properties in Floyd County, including but not limited to balances of taxes owed & paid. I would accept payments for tax balances as well as process mail payments. I would use the Wingap database for sales, info. on property owners, locations & descriptions of properties & any notes from the assessors evaluation, as well as use of GIS system for property locations. I was responsible for being the 1st contact that tax payers would have either on the phone or in person. I was responsible for transferring calls & giving directions or phone numbers for any other departments within Floyd County & Rome City. Parts Counter Sales Associate

Carquest Auto Parts of Georgia Rome, GA

August 2021 to October 2022

I wait on customers that either call, walk-in or order online thru ecommerce. The most important part of my job is to be able to find the correct automotive part in a timely manner. Sometimes this is thru the computer catalogs but sometimes it is by using the specs of the part to look into the catalogs and match it up by dimensions & match it visually. I will run the cash register to bill customers out. I set up planograms to incorporate the new items for our specific clientele. I print and help do the price changes once a week. I walk the floor and look for product with no tags or no product. I also help maintain accurate product inventory & will adjust when needed. I either print out tags or order product from the distribution center. I will scan in daily stock and special orders. I make sure the commercial customers get their parts in a timely manner. If we do not have their parts then I will send one of the drivers to get their parts at any location that is necessary. Sometimes it is our sister stores and sometimes it will be a second source sale. Whatever is needed to make the customer have a wonderful experience. It is also my responsibility to open & close the store by reconciling the registers and to complete the paperwork and file things in their proper places. General Manager

Advance Auto Parts San Antonio, TX

January 2014 to November 2018

I was the general manager of this store. I was in charge of all day to day operations for the store. Interviewing & hiring employees, completing all new hire & tax forms as well starting their online training. I wait on customers, handling any customer service complaints or questions. I managed all payroll and kept it in line with daily and weekly sales keeping it under 13%. I assigned sales goals to employees and adjusted employees time if they forgot to clock in or out. I also sent payroll into the home office on a weekly basis. I also trained all managers as well as the 1st day of all hourly employees to be sure that they understood my standards and the companies expectations. I would assign all inventory tasks or complete them myself. I would pull callbacks, cycle counts, planograms. Check batteries, charging systems on & off the automobile. I will install & train employees to install batteries & wiper blades. I would oversee the daily operations of the professional side of sales, from 10x10s to in & out times for delivery's. I would also make weekly check ins on our top 5 commercial accounts. I was in charge of all orders for office supplies and cleaning supplies in the store. I also set, posted and monitored all sales goals as well as online training goals for all employees in my store. Front Desk Receptionist

2 Tech. Auto Rome, GA

July 2002 to 2013

I worked as receptionist/ service writer & order person for everything from parts & shop supplies to paper towels for the restroom. I greeted customers and put all important information on the work order including damage to the vehicle. I would also help customers to understand, in layman's terms what their car issues were or why they needed the items that were also recommended by the mechanics. I billed out all work, including part mark ups and looked up labor times to give estimates as well as final bills for work completed. Commercial Sales Manager & Assistant Manager

Advance Auto Parts Rome, GA

1993 to 2003

I started as a cashier in 1993. I watched information videos about product & enjoyed the business so much that I was constantly learning the skills necessary to run a store. I was ASE certified PS2. At this time I was promoted to run the professional side of the business and increased sales in that department from 1 truck,1driver(approximately 8,000 to

$28,000 3 trucks & 5 drivers. I then moved to Assistant Store Manager. I was in charge of scheduling coverage for the store. I assisted our inventory control specialist in call backs, cycle counts and planograms. I trained employees. I was in the top sales for multiple quarters. I received Assistant Manager of the year & was offered my own store but I turned it down bc my son's were young & it was not conducive to a good home/work balance. Cash Office Clerk

Education

Nursing (Incomplete 3rd year)

Jacksonville State University Alabama

August 2010 to May 2013

College prep classes (High school diploma)

West Rome High School Rome, GA

1984 to 1990

Upper secondary education

College Prep (High school diploma)

Skills

Appointment scheduling Office equipment routine maintenance Zoom Invoice processing Customer billing Account Management Administrative experience within retail industry Debits

& credits Documentation review Retail Sales B2B Sales Grammar Experience Behavioral health Retail Management Problem-solving Confidential information handling Management Order assistance Purchasing Spreadsheet filtering Quality assurance Order fulfillment POS systems Business Development Team development Microsoft Outlook Client interaction via phone calls Greeting customers Full cycle recruiting Scanning Inventory control Data entry Office experience Research Budgeting Financial transaction processing P&L Management Front desk Meeting scheduling Event planning Multi-line phone systems Phone answering Microsoft Office Negotiation Employee orientation Customer service management File organization Interpersonal communication Client relationship development Teamwork Employee evaluation Filing Windows Customer complaint resolution Payroll Attention to detail Maintaining patient confidentiality Operations Management Sales Management Branding Customer relationship management Automotive parts and accessories knowledge Achieving sales targets Productivity software Fact checking Writing skills Interviewing English Mobile devices Multitasking Phone communication Planograms Senior leadership Profit & Loss Balancing cash drawers Customer relationship building Adobe Acrobat Customer inquiry handling Photocopying Faxing Order entry Phone call management Upselling Customer service Computer literacy Talent acquisition platforms Customer communication Cash handling Assistant Manager Experience Inventory management Sales lead qualification B2B sales Merchandising Inside sales Administrative experience within healthcare Technical Proficiency Pricing Record keeping Identifying new business opportunities Presentation skills Providing product information AS400 Charging system testing Driving Calendar management Travel scheduling Customer support Phone etiquette Time & attendance systems Recruiting Communication skills Microsoft Word Administrative experience - Administrative experience (3–5 years) Computer skills Data sorting Mail processing Computer operation Task prioritization Store Management Experience Manage team of 15 or more Medical terminology Strategic management Interpersonal skills HIPAA Battery testing & installation Human Resources Office supply management Correspondence management Loss Prevention Accounts Receivable E-Commerce Time Management Organizational skills Parts administration Adaptability Cash register operations

Awards

Assistant Manager of the Quarter

September 2001

Advance Auto Parts District 9

Certifications and Licenses

ASE PS 2

2015

Expired

Driver's License

ASE Parts Specialist Certification

Additional Information

Authorized to work in the US for any employer

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