Amy Groover
Summary
Dynamic leader with a proven track record at Sam's Club, excelling in customer service management and inventory control. Demonstrates effective communication, achieving operational excellence and employee motivation.
Experienced customer service professional bringing strong focus on team collaboration and achieving results. Skilled in conflict resolution, membership management, and process improvement. Known for adaptability, reliability, and fostering positive member relationships. Strong communication and leadership abilities ensure proactive approach to changing needs and challenges.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Member Service Manager
Sam's Club
02.2022 - 10.2024
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Maintained strong knowledge of organization's service offerings so that questions could be investigated and answered quickly.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Maintained established procedures through careful monitoring of floor activities.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
- Led efforts in troubleshooting complex issues faced by members while coordinating across departments for prompt resolution.
- Ensured compliance with regulatory requirements through diligent monitoring of day-to-day activities.
- Oversaw day-to-day member service activities, directly supervising up to 30 member service representatives and up to 150 associates storewide to achieve club milestones and goals.
- Monitored industry best practices to ensure ongoing improvement of Member Service Manager policies and procedures.
- Recruited, hired, scheduled, evaluated and promoted service representatives, building strong relationships with team while promoting open door policy.
- Administered front-end service area, properly handled claims, returns and zoning areas, maintained merchandise and controlled shrink and damage.
- Conducted regular performance evaluations for staff, providing constructive feedback and professional development opportunities as needed.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Store Manager
Family Dollar
01.2018 - 02.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Approved regular payroll submissions for employees.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Overnight Assistant Manager
Sam's Club
08.2014 - 01.2018
- Coordinated with vendors for timely deliveries of products during overnight hours to minimize disruptions during peak business hours.
- Implemented effective merchandising techniques to maximize sales opportunities while maintaining a visually appealing store layout.
- Assisted in hiring processes by screening potential candidates'' applications, interviewing prospects, and providing recommendations for suitable hires.
- Reduced shrinkage rates by diligently monitoring security cameras, investigating discrepancies in inventory counts, and enforcing loss prevention measures.
- Optimized inventory management by conducting regular audits, reorganizing stockrooms, and ensuring accurate product displays.
- Conducted performance evaluations for overnight staff members to identify areas of improvement, provide constructive feedback, and foster professional growth opportunities.
- Streamlined communication between day shift and overnight teams by regularly updating shared logs and attending daily handover meetings.
- Maintained a safe and clean store environment for customers and employees by implementing safety protocols and sanitation standards.
- Boosted employee morale through recognition programs, team-building activities, and fostering a supportive work environment.
- Collaborated with other Assistant Managers to develop operational strategies that improved overall store efficiency.
- Ensured compliance with local laws, regulations, and company policies by staying up-to-date on changes and implementing necessary adjustments in the workplace.
- Managed 19 employees in delivering smooth, productive night shift operations.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Created nightly shift task lists to assign duties to each employee.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Maintained accurate delivery, sales and inventory records for good stock management.
- Built constructive working relationships to aid staff loyalty, motivation and productivity.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Associate, Teamleader
Sam's Club
07.2013 - 08.2014
- Served as a liaison between upper management and team members, effectively communicating organizational expectations while advocating for associate needs when necessary.
- Led regular team meetings to discuss progress updates, address concerns, and establish a cohesive vision moving forward.
- Delivered high-quality project results by fostering a strong sense of teamwork, dedication, and commitment to excellence within the team.
- Monitored associate performance metrics closely, identifying areas for targeted coaching or training interventions as needed.
- Developed a strong rapport with clients, leading to increased trust and repeat business opportunities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Assistant Manager, Teamleader
Sam's Club
05.1998 - 12.2012
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Associate
Sam's Club
09.1993 - 05.1998
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Education
Bachelor of Arts - English Language And Literature
Mercyhurst University
Erie, PA06-1985
Skills
- Effective written and verbal communication
- Team management
- Compliance and regulations
- Teamwork and collaboration
- Reliability
- Adaptability and flexibility
- Customer service management
- Inventory management
Certification
Forklift Certified
Serve Safe Certified
Timeline
Member Service Manager
Sam's Club
02.2022 - 10.2024
Store Manager
Family Dollar
01.2018 - 02.2022
Overnight Assistant Manager
Sam's Club
08.2014 - 01.2018
Associate, Teamleader
Sam's Club
07.2013 - 08.2014
Assistant Manager, Teamleader
Sam's Club
05.1998 - 12.2012
Associate
Sam's Club
09.1993 - 05.1998
Bachelor of Arts - English Language And Literature
Mercyhurst University