Arvel Ott
Customer Service
Signal Mountain,TN
Summary
I started as a cashier and quickly impressed the superiors with my generosity to customers and associates and through hard work step by step I promoted to almost every department of Walmart over the years. I have never shied away from learning new skills or positions. I rose to management when the other managers saw that even when I promoted I was not afraid to help the team even if it meant performing tasks I was not expected to perform anymore. I am a firm believer in sharing any knowledge I may have to help the team especially if we see a teammate struggling. I believe that the best way for a company to succeed is teamwork and customer appreciation. I never want a customer to leave unhappy. I will work their problem from every angle I can think of and if that isn't enough I will reach out to the team in case someone may know something I don't or haven't thought of. Also a dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Academy Trainer
Walmart
Middle Valley, TN
07.2021 - Current
- Scheduled and taught while on the job to increase learning opportunities.
- Quickly adapted training plans for associates needs, keeping timelines, budgets and desires in mind.
- Tracked attendance and progress against goals for each participant.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Tracked associates progress in Company programs and adapted plans to maintain progress.
- Recognized and tapped talented staff to fill key positions and maximize productivity.
- Managed team of 8-10 employees, overseeing training, and professional growth of employees
- Improved operations through consistent hard work and dedication
- Served customers and followed outlined steps of service
Team Leads
Big Lots
Chattanooga, Tennessee
08.2020 - 05.2021
- Resolved escalated customer and associate issues and counseled associates.
- Oversaw business transactions and practices to comply with regulations, bank policies, procedures and internal audit requirements.
- Maintained relationships with business partners to assist customers with complex financial needs.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Supervised 5-8 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Interceded between employees during arguments and diffused tense situations.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Achieved specific team objectives and collection activity.
Team Lead
Walmart
Chattanooga, Tennessee
03.2016 - 07.2020
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Tracked receipts, employee hours and inventory movements.
- Identified stock imperfections, assigned grades and noted production concerns based on regular inspections.
- Trained new team members by relaying information on company procedures and safety requirements.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Continuously checked products for quality assurance according to strict guidelines.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Worked different stations to provide optimal coverage and meet production goals.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Participated in cross-functional team-building activities.
- Coached team members in techniques necessary to complete job tasks.
- Instructed junior team members on protocols and procedures of each station to maximize contributions.
Education
High School Diploma -
Family Christian Academy
Knoxville, TN (Homeschool)05.2006
Skills
- Assignment Delegation
- Employee Interviewing
- Management Consultation
- Attention to Detail
- Leadership Development
- Job Skill Building
- In-Depth Research
- Compliance Training
- Coaching and Development
- Decision Making
- Clear Communication
- Problem Solving
- Relationship Building
- Strategic Planning
- Employee Performance Reviews
Timeline
Academy Trainer
Walmart
07.2021 - Current
Team Leads
Big Lots
08.2020 - 05.2021
Team Lead
Walmart
03.2016 - 07.2020
High School Diploma -
Family Christian Academy