Amy Walter
919-914-3970 Amy.walter49@gmail.com
Raleigh,N.C.
Summary
A goal-oriented manager with many years of service who strives to build relationships with both customers and colleagues to create an inviting and successful shopping experience. Polished professional skilled at training employees on exceptional customer service etiquette and sales techniques. Gifted in overseeing all facets of customer-service and back-end operations. Organized and effective at encouraging staff cooperation and productivity to meet and exceed objectives. Born leader and analytical problem-solver with proven team building and management success.
Overview
20
20
years of professional experience
3
3
year of post-secondary education
1
1
Weichart Real Estate School
Work History
Store Manager
Kirklands Home Decor And Gifts
Wake Forest, NC
01.2020 - 08.2021
- Running this high volume store during a worldwide pandemic was challenging but we were able to continue to be one of the highest volume stores in our Region and State
- Whether I was hiring, setting sales or following corporate directives all while continuing to take care of the customers and direct my staff. The customer service aspect of a brick and mortar building is different from an ecommerce customer as they need more time and assistance to think of us when they need something
- Building relationships with my customers is one of my favorite parts of this position.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Senior Assistant Manager
Kirklands Home Decor And Gifts
Wake Forest, NC
09.2018 - 01.2020
- As the Senior of this $1.6 million store I was taking direction from my store manager to keep this the #1 store in North Carolina
- We hired, set goals for our team and kept the store successful.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Boutique Team Leader
Francescas
Durham, NC
02.2017 - 12.2017
- As the team leader I was able to continue the success of this Million-dollar boutique, in recruiting, hiring and training the right associates
- We successfully made our financial goals and were number 1 in our district most months, exceeding the other 11 stores
- Whether I was re-merchandising the store per company standards, installing the new pos/computer system or getting ready for a remodel and inventory in the same month I never forgot about the importance of customer service.
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Showed associates how to improve customer interactions and increase sales with successful communication and consultative strategies.
- Built boutique's reputation for effectively serving ALL customers through careful staff management, effective customer relations and smooth service delivery.
- Empowered customers to make informed decisions by educating on product and service offerings and current industry trends.
- Oversaw merchandising strategies to effectively showcase Clothing products with eye-catching displays.
- Stayed on track to exceed 3% growth by skillfully managing personnel, inventory and marketing resources.
- Managed team of full-time and part-time staff, trained new workers and monitored performance.
- Kept morale high with high-energy, collaborative leadership style, regularly incorporating employee feedback and tapping employees for important projects.
- Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Increased business sales utilizing product and service knowledge.
- Listened to customer needs and desires to identify and recommend optimal products.
- Monitored customers for signs of security concerns and escalated issues to management.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Developed strong rapport with customers and created positive impression of business.
- Prioritized helping customers over completing other routine tasks in store.
- Managed efficient cash register operations.
- Processed accurate credit, debit, check and cash sales transactions for more than 150 customer orders per day.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Assisted customers with signing up for store loyalty programs and provided details about key benefits.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in clothing and accessory products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Assistant Boutique Team Leader
Francescas
Durham, NC
09.2016 - 02.2017
- As the assistant I was able to plan, delegate and follow up on expected tasks and assignments to ensure expectations were met by our team members
- I was also able to provide consistent developmental feedback to empower and motivate our team to be successful.
- Worked with customer service to handle escalated customer issues.
- Created staff schedules, approved requested time off, and updated reports.
- Conducted new-hire training regularly throughout fiscal year.
- Oversaw inventory supply to maintain fully stocked shelves during high volume sales periods.
- Increased sales revenue by 3% to meet business objectives.
- Addressed customer service overflow to reduce complaints.
- Managed team workload to reach targets for specific tasks.
- Set incentives and realistic targets associates could achieve.
- Managed team workload to reach production targets.
- Supervised 15 co-workers.
- Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
- Increased sales revenue by 3 % each quarter.
- Worked with customer service representatives to handle escalated customer issues.
Store Manager
Twig
Chapel Hill, NC
11.2014 - 02.2016
- As the manager I would plan and direct the staff on the day-to-day operations of the store, keeping them abreast of any new policies, or ongoing promotions
- I would develop new strategies to improve customer service and drive sales
- In addition to outside marketing as to introduce our brand to the community.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Bolstered sales volume by implementing incentive program and initiating advanced employee training.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Supervised guests at front counter, answering questions regarding products.
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Completed point of sale opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Rotated merchandise and displays to feature new products and promotions.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Education
Associate of Arts - Dance
Centenary University
Hackettstown, NJ 08.1983 - 05.1984
Skills
Relationship building and management
Maximizing profitability
Order management
Customer Relations
Goals and performance
Sales expertise
Accurate money handling
Systems and software programs
Staff training and development
Customer Response
Staff Management
POS systems
Timeline
Store Manager
Kirklands Home Decor And Gifts
01.2020 - 08.2021
Senior Assistant Manager
Kirklands Home Decor And Gifts
09.2018 - 01.2020
Boutique Team Leader
Francescas
02.2017 - 12.2017
Assistant Boutique Team Leader
Francescas
09.2016 - 02.2017
Store Manager
Twig
11.2014 - 02.2016
Associate of Arts - Dance
Centenary University
08.1983 - 05.1984