Angelea Mccullough
Experienced Customer Service Rep
McKeesport,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Looking To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Patient Advocate
CVS Health
Monroeville, PA
03.2020 - Current
- Assist with and provide resolution to colleagues and customers with any and all escalated issues regarding pharmacy services, customer service and work flow concerns
- As a Patient Advocate I provide a high level of customer service, resolve escalations and report any potential trends that need to be reviewed by leadership
- Problem solve in a positive, productive manner while handling escalated issues
- Relating to members
- Doctors offices, insurance companies, etc in a, helpful way that demonstrates a genuine concern for improving the customer quality of life
- Reliability and compliance with scheduling standards
- Exhibit patience and empathy and express assurance and confidence
- Use strong customer service skills, including courteous telephone etiquette and professionalism
- Oral, interpersonal and communication skills daily.
Assistant Manager
Speedway LLC
McKeesport, PA
04.2019 - 02.2020
- Oversee and provide customer service leadership, training, and coaching, alongside the General
- Manager, for all store employees
- Maintaining high retention by focusing on identifying qualified applicants, developing leaders, empowering employees, and encouraging employee productivity
- Maintain a clean, safe environment by complying with all health and sanitation procedures to ensure the store is presentable and that all products are in-stock
- Assist in implementing all merchandising and marketing programs
- Cash handling, fuel transactions, and promoting the Speedy Rewards loyalty program
Store Manager
Rite aid
Pittsburgh, PA
04.2015 - 03.2019
- Lead others and work effectively with store crews
- Supervise, assign and direct activities of the store’s crew
- Effectively communicate information to store crew and supervisors in an open and timely manner
- Support District Manager with actions plans for operational and service improvement
- Customer Service
- Assist customers with their questions, problems and complaints
- Promote customer service culture (greet, offer help, and thank)
- Provide colleagues personalized customer service feedback and coaching (E.g., applaud and coaching)
- Handle all customer relations issues in accordance with company policy
- Promote a positive shopping experience for all customers
- Maintain customer/patient confidentiality
- Merchandising/Presentation
- Price merchandise
- Stock shelves
- Reset departments following POGs adapting them to a particular store
- Organize and execute the display and signing of weekly, major promotional and seasonal merchandise
- Organize and execute the display and maintenance of off-shelf merchandise
- Loss Prevention
- Control use of register keys, securing door keys, alarm codes, and safe combinations
- Execute locking of safe and security doors and setting of alarms when closing the store
- Complete random cash verifications; journal checks; analyze Cashier Analysis Report; audit and confirm deposits to and from smart safe
- Identify and react to shoplifters and apprehend to secure company assets and process shoplifters accordingly
- Protect store assets
- Administer, monitor, and react to Internal Loss Prevention programs and systems: employee bag checks; lockers secured; receipts for purchases
- Maintain and react to Hawkeye Surveillance system
- Ensure price accuracy, using POS Price Accuracy Report and in-store price audits
- Operations
- Respond to DL/APDL
- Review electronic journal
- Access, input, retrieve and analyze information from the computer
- Order regular and promotional merchandise, maintaining appropriate inventory levels using the Telxon machine
- Maintain an organized office and backroom
- Work reserve stock
- Oversee and execute the preparation of the daily cash report and weekly summary
- Develop sales/hours forecasts
- Load and unload deliveries
- Lift 35 pound trays/cases to a height of 4 feet
- Move trays/cases from one location to another
- Verify and document billing of merchandise (check-in merchandise)
- Execute and document merchandise returns and inter-store transfers
- Operate a cash register - including: cash, check and charge transactions
- Bagging merchandise
- Execute and document: Cash/check pulls; deposits; returned check payments; check acceptance;refunds; voids; discounts; cashier verifications; rain-checks; signing crew members on/off; taking closing readings
- Deliver deposits and secure change from the bank maintain a balanced imprest fund
- Schedule daily, weekly activities; prepare weekly work schedules based on store’s budgeted hours
- Finalize weekly payroll
- Ensure compliance with all company policies and procedures and federal and state laws
- Prepare, complete and distribute reports and records: paid out summary; key rec’s (accounts payable);
- MU/MD; customer cash discrepancy; returnable merchandise; accident reports; various other surveys as requested
- Open/close store
- Conduct a walk through of the store and establish a prioritized list of tasks
- Answer telephone
- Identify and react to in-store repairs
- Human Resources
- Train, develop, and evaluate crew members and supervisors
- Execute all necessary documents for New Hire Onboarding: hiring kits; staff enrollment forms, changes of status forms for all store personnel
- Conduct performance appraisals for all directly assigned personnel
- Ensure on-the-job safety of all employees and treatment for employee injuries sustained on the job
- Coach and execute counseling discussions with store employees
- Maintain a work place free from discrimination and harassment
- Financial Reporting/Administration
- Analyze operating reports/documents and make recommendations on how to improve store performance and implement plans
- Prepare the store for a physical inventory
Store Manager
Rent A Center
Pittsburgh, PA
09.2012 - 04.2015
- Run the day to day activity of the store, up to but not limited to driving sales and credit standards set by the company
- I manage 7 employees on the daily basis
- I am responsible for pay roll scheduling maintaining customer records and files
- Training of employees as well as ensuring my team has met company standard
- Prior to my several promotions with the company I handled sales ending 2014 withalone
- I was also responsible for collections account management and customer escalations
- Event planning is also a big part of my job to drive sales in the store
- Accomplishments
- Promoted afyer 3 months with the company to assistant manager
- Promoted 4 months later in late 2014 to lead assistant
- Promoted again 1.
Education
High School Diploma - Education Record
Wilkinsburg High School
June 2001
Skills
- Sales (10 years)
- Credit Analysis (3 years)
- Collections (3 years)
- Retention (3 years)
- Account Management (10 years)
- Budgeting (3 years)
- Billing (10 years)
- Customer Service (10 years)
- Data Entry (10 years)
- Documentation (6 years)
- Excel (10 years)
- Filing (10 years)
- Fax (10 years)
- Hiring (10 years)
- Inventory Management (6 years)
- Inventory Control (6 years)
- Inventory (6 years)
- Kronos (10 years)
- Knowledge Management (3 years)
- Lotus Notes (3 years)
- Leadership Development (8 years)
- Management (10 years)
- Marketing (8 years)
- Negotiation (6 years)
- Networking (10 years)
- New Product Development (10 years)
- Oracle (3 years)
- Operations Management (6 years)
- Organizational Development (10 years)
- Office Management (6 years)
- Powerpoint (10 years)
- Project Management (6 years)
- Quickbooks (3 years)
- Quality Assurance (10 years)
- Receptionist (10 years)
- Research (5 years)
- Training (10 years)
- Typing (10 years)
- Teaching (2 years)
- Video Editing (3 years)
- Word (10 years)
- Windows (10 years)
- Windows Xp (10 years)
- Vendor Management (3 years)
- Video Editing (6 years)
- Scheduling
- Team Building
- Customer Service Skills
- Cash Handling
- Merchandising
- Microsoft Excel
- Punctual and Hardworking
- Patient Issue Resolution
- Counseling and Guidance
- Spreadsheet Tracking
- Claims Handling and Coverage Verification
- Organization and Time Management
Additional Information
- Additional Information Award: , 2013 top sales for the region. Awarded 11 times out of 12 months Given for obtaining the top number of sales based on over 100 store results in the region. While employed by Rent a Center Corp. Title: Value in Action Award, Numerous Heart at work recognitions with CVS health.
Timeline
Patient Advocate
CVS Health
03.2020 - Current
Assistant Manager
Speedway LLC
04.2019 - 02.2020
Store Manager
Rite aid
04.2015 - 03.2019
Store Manager
Rent A Center
09.2012 - 04.2015
High School Diploma - Education Record
Wilkinsburg High School