Angela Kotcher
Kapolei,HI
Summary
Dedicated Fine Jewelry Sales Associate with expertise in cash handling, customer needs assessment, and team development. Proven ability to enhance customer loyalty and streamline operations.
Results-driven professional with extensive experience in retail sales and process improvement. Known for strong product knowledge and customer relationship building, contributing to increased sales and customer satisfaction in fast-paced environments.
Detail-oriented professional skilled in cash handling and team training. Demonstrated success in enhancing service delivery and operational efficiency, ready to leverage expertise to drive sales and improve customer experiences.
Overview
48
48
years of professional experience
1
1
Certification
Work History
Fine Jewelry Sales Associate
Signet Jewelers
Mesa, AZ
10.2024 - 03.2026
- Assisted customers in selecting fine jewelry pieces, enhancing overall shopping experience.
- Maintained knowledge of product features, trends, and promotions to provide informed recommendations.
- Engaged with clients to build rapport and foster long-term relationships, increasing customer loyalty.
- Processed transactions accurately and efficiently using point-of-sale systems while ensuring compliance with policies.
- Collaborated with team members to achieve sales goals and maintain store presentation standards.
- Conducted inventory checks and managed stock levels to ensure product availability for customers.
- Supported visual merchandising efforts by arranging displays that showcased jewelry collections attractively.
- Participated in training sessions to enhance sales techniques and product knowledge, contributing to team success.
- Greeted customers, helped locate merchandise, and suggested suitable options.
Reservations Supervisor
Southwest Airlines
Oklahoma City, OK
03.1987 - 10.2016
- Supervised daily operations of reservations team, ensuring exceptional customer service and efficient workflow.
- Trained and mentored staff on reservation systems and company policies, enhancing team performance and accuracy.
- Implemented process improvements that increased efficiency in booking procedures and reduced error rates.
- Collaborated with cross-functional teams to resolve complex customer inquiries and improve service delivery standards.
- Monitored reservation system performance, identifying issues and coordinating timely resolutions with IT support teams.
- Developed training materials for new hires, streamlining onboarding process and promoting consistency in service excellence.
- Led initiatives to enhance customer satisfaction scores through targeted training sessions focused on service excellence principles.
Merchant Teller
Valley National Bank of Arizona
Mesa, AZ
04.1978 - 02.1984
- Managed daily cash reconciliations to ensure accuracy and compliance
- Processed cash transactions accurately and efficiently for diverse customer needs
- Assisted customers with account inquiries, fostering positive relationships
- Trained and mentored junior tellers on operational procedures and best practices
- Implemented process improvements that enhanced transaction speed and customer satisfaction
- Resolved customer complaints professionally, maintaining positive relationships with clients.
Education
Elementary Education
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZSkills
- Cash handling
- Retail sales
- Product knowledge
- Team development
- Product presentation
- Customer needs assessment
- Credit applications
Accomplishments
- Supervised team of 900 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 99% by completing Quality Assurance with accuracy and efficiency.
- Achieved 100% through effectively helping with Team Building Exercises.
- Documented and resolved The Battle with Metro Jet Airlines in Baltimore which led to 100% turn around of BWI employees Morale.
- Collaborated with team of 60 Oklahoma Based reservations Agents to adopt Baltimore Airport Employees in the development of Project BWI SWA Employees.
Certification
Gemologist Certificate for Signet Jewelers
Southwest Airlines Leadership Academy for Customer Service
Timeline
Fine Jewelry Sales Associate
Signet Jewelers
10.2024 - 03.2026
Reservations Supervisor
Southwest Airlines
03.1987 - 10.2016
Merchant Teller
Valley National Bank of Arizona
04.1978 - 02.1984
Elementary Education
Maricopa Community Colleges, Rio Salado Community College
SWA Winning Spirt Award twice and Reservation Team Leader of the Year
Received A winning Spirit Nomination and ultimately an award for utilizing CPR to help revive a SWA Customer who had a heart attack and ollapse in the OKC Airport Terminal Parking Lot This was a joint award with my husband at the time who was also a SWA employee
SWA Winning Spirt Award twice and Reservation Team Leader of the Year
Received a nomination and joint award with my husband who also was an employee for saving a SWA customer via CPR in the OKC Airport Terminal parking lot. I also received the Winning Spirit Award a couple of years later for developing and implementing the "Battle for BWI" project which had the OKC based Reservation Center adopting the Airport Employees at BWI Airport during a time when MetroJet was introducing their Airline Service to the East Coast. Because of my Leadership for this Project and guidance of OKC employees I was nominated and received Team Leader of the Year.