Aja Dyer

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Developed process controls and metrics for daily management of call center.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Reduced average handle time through the implementation of effective call handling techniques and scripts.
• Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
• Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
• Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
• Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
• Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.

Taske

Word

PowerPoint

SharePoint

Outlook

Teams

Excel

Epic

Avaya

Kronos

Forticlient

Data Collecting

KPI

Training

Administrative Skills

Writing and Giving 6 month and Yearly reviews

Interviews

Daily meetings

Staffing

Schedules

Performance Improvement Plans

Daily and Monthly Huddle

Running Meetings

Engaging staff

Ran Relationship Building Team

Empowering Sessions

Coaching

Benchmarks

Setting Expectations

Setting Standards

Protocols

Part of DEI and LGBTQ groups

Call Reviews

Call Quality

1on1 monthly meetings

Shadowing

1on1 support

Hybrid work from home, occasionally onsite

Checkin’s

I worked on the sales floor; took care of customer’s jewelry inspections, process special orders, daily inventory, special events and merchandise. I worked one on one with guests to find their perfect engagement ring or a special gift for an occasion. I also contact customers via phone or by letter to personally invite them to our special events. I had daily goals in sales that I need to meet including sales, add-ons, warranty sales, repairs sales and credit cards. I also help with opening or closing duties for the store.

• Assisted with store marketing efforts, including social media posts and promotional events, to increase brand awareness.
• Educated customers on proper jewelry care and maintenance techniques to prolong their investments'' lifespan and beauty.
• Participated in inventory management tasks, ensuring accurate records of available stock for efficient sales operations.
• Collaborated with team members to create visually appealing jewelry displays, attracting more customers into the store.
• Assisted customers in selecting appropriate pieces for special occasions or gift-giving, resulting in increased satisfaction and repeat business.
• Helped maintain a secure retail environment by adhering to loss prevention policies, protecting the store''s valuable inventory.
• Greeted customers, helped locate merchandise, and suggested suitable options.
• Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
• Displayed merchandise by arranging in appealing ways to boost sales.
• Performed cash, card, and check transactions to complete customer purchases.
• Engaged in friendly conversation with customer to better uncover individual needs.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Managed efficient cash register operations.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
• Enhanced store reputation by maintaining a professional demeanor and handling customer inquiries with care.

• I managed the Jewelry department. I took in new fine and fashion jewelry, to which I merchandise onto the floor. All of the fine jewelry needed to be displayed in their cases; part of my job was to create a nice display that shows off the merchandise. Also part of my job was to be able to help to run the front end when needed, weekly inventory of all diamonds, do cash office and various other jobs
• Maintained a clean, organized, and visually appealing department to elevate customers'' shopping experience.
• Established a professional work environment that encouraged teamwork, communication, and continuous improvement among staff members.
• Enhanced customer satisfaction by providing personalized recommendations and showcasing suitable jewelry pieces.
• Boosted sales with eye-catching displays, thoughtful product arrangements, and regular merchandise updates.
• Conducted regular inventories of stock items to maintain accurate records and minimize discrepancies between physical counts and system data.
• Implemented loss prevention strategies, securing inventory and reducing shrinkage rates within the department.
• Assisted customers in selecting appropriate gifts for special occasions such as anniversaries or engagements by offering knowledgeable advice on current trends and timeless classics alike.
• Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
• Marked-down clearance items and relocated merchandise to proper store areas.
• Trained newly hired sales team in upselling techniques.
• Examined incoming inventory, merchandised shelves and prevented shrinkage.
• Reduced errors with effective management of cash drawer, ensuring timely deposits and withdrawals.
• Monitored counterfeit bill detection efforts, ensuring adherence to established security protocols in each transaction.
• Expedited end-of-day closing procedures with organized documentation and efficient balancing of accounts.
• Assisted customers in navigating financial services, offering advice on products tailored to their needs.

I helped the Project Specialist-Interior, schedule appointments with customers, worked up estimates, pulled projects together, multi-tasking and basic administrative work. I used word, excel, Genesis and M2O on daily basis. During my 10 years at Lowe’s I have worked in multiple locations; customer service, cashiering, install sales, cash office, RTM and sales floor. I have a vast knowledge of customer service, computer, problem solving and product knowledge.