Amanda Dorsey
Customer Service Manager
Willis,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Store Manager
Ross Dress For Less
Conroe, TX
11.2023 - Current
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with leaders in recruiting, hiring and training of team members.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Rotated merchandise and displays to feature new products and promotions.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Approved regular payroll submissions for employees.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Reduced operational risks while organizing data to forecast performance trends.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Assistant Store Manager
Ross Dress For Less
Conroe, TX
09.2022 - 11.2023
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reported issues to higher management with great detail.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
Area Supervisor
Ross Dress For Less
Conroe, TX
09.2021 - 09.2022
- Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
- Led team meetings to discuss progress toward goals, address challenges, celebrate successes, and encourage continuous learning experiences among team members.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Mentored new sales associates to contribute to store's positive culture.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Researched issues to obtain appropriate answers to customer inquiries.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed strong communication and organizational skills through working on group projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Applied effective time management techniques to meet tight deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Skills
- Talent Recruitment
- Delegating Work
- Delegation
- Policies and Procedures
- Employee Terminations
- Sales professional
- Inventory Management
- Decision-Making
- Mathematical Aptitude
- Shift Scheduling
- Cost Control
- Risk Management
- Employee Relations
- Training and mentoring
- Effective leader
- Administrative Management
- Performance Improvement
- Revenue Forecasting
- Team motivation
- Accurate Cash Handling
- Staff training/development
- Leadership Development
- Business Development
- Calendar Management
- Business Leadership
- Team leadership and coaching
- Leading Staff Meetings
- Root Cause Analysis
- Team Development
- Employee reviews
- Employee Scheduling
- Employee Training
- Staff Management
- Mind Mapping
- Inventory Oversight
- Bank and Safe Deposits
- Sales expertise
- Inventory Control
- Schedule Management
- Hiring and Onboarding
- Systems and software expertise
- Customer Response
- Operational Efficiency
- Promotional planning
- Performance Evaluations
- Store Opening and Closing
- Relationship building and management
- POS Systems
- Retail Merchandise Quality Standards
- Team Building and Leadership
- Policy Development and Enforcement
- Training Management
- Product Merchandising
- Operations Oversight
- Proficient in Software
- Outstanding communication skills
- Special Promotions Planning
- Performance Improvements
- Order Management
- Financial Administration
- Teamwork and Collaboration
- Organizational Structuring
- Cost analysis and savings
- Work Planning and Prioritization
- Customer Service Management
- Customer Service
- Personnel development
- Recruitment
Timeline
Store Manager
Ross Dress For Less
11.2023 - Current
Assistant Store Manager
Ross Dress For Less
09.2022 - 11.2023
Area Supervisor
Ross Dress For Less
09.2021 - 09.2022