Amy Velasquez
Lebanon,PA
Summary
Results-focused Supervisor offering successful background leading talented sales personnel. Successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
3
3
years of professional experience
Work History
Front End Supervisor
The Home Depot Inc
Lebanon , PA
01.2022 - Current
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- 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.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Trained team members in successful strategies to meet operational and sales targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Maintained transaction security by verifying payment cards against identification.
- Promoted importance of security and customer tracking to minimize store losses.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Transformed employee performance by enhancing training and mentoring strategies in operational and customer-facing roles.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Offered credit applications to customers, cross-selling and converting customers into cardholders.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight, scan %, GET, and LTSA.
Service Desk Department Supervisor
The Home Depot Inc
Lebanon , PA
09.2021 - 01.2022
- Monitored priorities and liaised between OFA's, service desk associates, and receiving.
- Delegating tasks to complete on time.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Planned and implemented solutions for problems such as order fulfillment and deliveries.
- Analyzed customer online surveys to improve and optimize customer relations.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
Appliance Sales Specialist
The Home Depot Inc
Lebanon , PA
08.2020 - 09.2021
- Engaged customers using well-honed interpersonal and people skills to determine which appliances best fit needs and preferences.
- Relayed information regarding current store promotions, sales and special events to customers.
- Drove team revenue totals by bringing in top sales numbers.
- Learned and retained vendor and model numbers and adapted as models and specifics changed frequently.
- Explained benefits and features of warranty programs, resulting in consistent add-on sales
- Demonstrated features and benefits while assisting customers in making informed decisions based on needs and wants.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Head Cashier
The Home Depot Inc
Lebanon , PA
02.2020 - 08.2020
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising and customer service.
- Received and processed customer payments.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Resolved escalated customer disputes with special actions such as discounts.
- Processed checks, cash and credit purchases or refunds.
- Increased customer loyalty and retention offering home depot credit cards
Service Desk Associate
The Home Depot Inc
Lebanon , Pa
08.2019 - 02.2020
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Engaged in user support interactions via telephone, Order up, ESVS, Penske, Tool rental and email platforms.
- Addressed customer service concerns and decided when to escalate problems to a manager.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Education
Medical Assistant - Medical Assistant
Pima Medical Institute
Mesa, AZ01.2014
High School Diploma -
Coy Payne High School
Chandler, AZ05.1998
Skills
- Handling Complaints and Inquiries
- Front-End Support
- Shift Checklists
- Staff Coaching and Training
- Delegation and Supervision
- Refunds Exchanges and Adjustments
- Opening and Closing Procedures
- Credit and Cash Transactions
- Motivational Leadership
- Customer Experience Enhancement
- Effective Working Relationships
- Customer Credit Management
- POS Terminal Operations
- Departmental Procedures
- Superior Work Ethic
- Store Reset and Recovery
Languages
English
Native or Bilingual
spansh
Native or Bilingual
Timeline
Front End Supervisor
The Home Depot Inc
01.2022 - Current
Service Desk Department Supervisor
The Home Depot Inc
09.2021 - 01.2022
Appliance Sales Specialist
The Home Depot Inc
08.2020 - 09.2021
Head Cashier
The Home Depot Inc
02.2020 - 08.2020
Service Desk Associate
The Home Depot Inc
08.2019 - 02.2020
Medical Assistant - Medical Assistant
Pima Medical Institute
High School Diploma -
Coy Payne High School
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