Amena Zishan
Falls Church,VA
Summary
Dynamic leader with proven success in operations management and team leadership at Burlington. Excelled in enhancing customer satisfaction and employee development, achieving significant performance improvements. Skilled in quality controls and fostering customer relations, demonstrated through impactful KPI monitoring. Committed to driving results through strategic oversight and effective team mentorship.
Overview
5
5
years of professional experience
Work History
Floor Supervisor
Burlington
09.2023 - Current
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Held team meetings to gain feedback, provide updates and set policies.
- Created employee schedules to align coverage with forecasted demands.
- Managed schedule for two groups team members with focus on effective coverage of store needs.
- Evaluated work of floor employees to improve performance.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Monitored sales floor and provided customer service to foster retention and loyalty.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Maintained clean and organized store environment to cultivate pleasant shopping experiences.
Customer Service Supervisor
Burlington
01.2023 - 09.2023
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
Talent Captain
Burlington
09.2021 - 12.2022
- Developed and maintained strong working relationships with executives, HR team, and hiring managers to foster partnerships that produced consistent results.
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Sourced and screened candidates for roles and conducted interviews, offers, and onboarding.
- Acted as brand ambassador to educate candidates on culture, career growth, benefits, and advantages of working for company.
- Conducted telephone and in-person interviews to assess candidate experience and qualifications.
- Developed and maintained applicant tracking system, tracking all job openings, applicants and interviewing activity.
- Compiled reports on recruiting activity to illustrate time-to-fill, cost-per-hire, and source of hire.
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress.
Customer Service Lead
Burlington
11.2019 - 08.2021
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
Cashier
Burlington
09.2019 - 10.2019
- Worked closely with shift manager to solve problems and handle customer concerns.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Bachelor of Arts - Clinical Child Psychology & Family Relationship
Home Economics College
Dhaka, Bangladesh12.2010
Skills
- Quality controls
- Operations Management
- Team Leadership
- Performance Improvements
- Stock management
- Customer Satisfaction
- KPI Monitoring
- Employee Development
- Customer Relations
Timeline
Floor Supervisor
Burlington
09.2023 - Current
Customer Service Supervisor
Burlington
01.2023 - 09.2023
Talent Captain
Burlington
09.2021 - 12.2022
Customer Service Lead
Burlington
11.2019 - 08.2021
Cashier
Burlington
09.2019 - 10.2019
Bachelor of Arts - Clinical Child Psychology & Family Relationship
Home Economics College
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