ANGELICA JONES
SPRING,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
18
18
years of professional experience
Work History
Member Service Lead
Sam's Club
10.2023 - Current
- Established strong relationships with members through personalized attention and proactive communication.
- Developed and implemented targeted marketing strategies to attract new members and grow the organization.
- Served as a mentor to junior staff members, providing guidance on best practices in handling various situations related to membership services.
- Successfully resolved escalated member disputes, resulting in the preservation of valuable business relationships and maintaining high levels of member satisfaction.
- Identified opportunities for process improvements, resulting in enhanced efficiency within the Member Services department.
- Reduced wait times by implementing an effective queuing system for in-person inquiries and requests.
- Worked closely with sales teams during promotional campaigns to ensure seamless coordination between departments benefiting both new and existing members.
Member Service Specialist
Sam's Club
12.2022 - 10.2023
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
Frontline Member Associate
Sam's Club
05.2022 - 12.2022
- Actively participated in ongoing training sessions to stay current on industry trends, policies, and best practices related to the position''s responsibilities.
- Assisted in training new team members, ensuring they were well-equipped to uphold company standards and provide excellent service.
- Demonstrated a strong work ethic and commitment to upholding company values in all interactions with members, colleagues, and supervisors.
- Streamlined the checkout process for quicker transactions and increased customer satisfaction.
Digital Team Lead
Walmart Neighborhood Market
07.2021 - 10.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Ambient Frieght Team Lead
Walmart Neighborhood Market
09.2020 - 07.2021
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Performed inventory control, such as counting, and stocking merchandise.
- Greeted customers and directed to requested products.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Maintained effective team member communication.
- Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
- Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
- Improved customer satisfaction by promptly locating items and providing product information.
- Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Assisted in conducting accurate physical inventory counts, resulting in improved stock management.
- Completed end-of-day tasks such as returning misplaced items to their correct locations, contributing to an organized sales floor for the next day''s business.
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
Frontend Team Lead
Walmart Neighborhood Market
07.2020 - 07.2021
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Oversaw cashier operations, bookkeeping, and security.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
- Maintained strong customer relations and effective customer service standards.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
- Trained team members in successful strategies to meet operational and sales targets.
- Evaluated employee performance and made recommendations for improvements.
- Provided excellent customer service in all interactions, modeling desired behaviors for staff and fostering a culture of continuous improvement.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Prepared weekly employee work schedules to meet operational needs.
- Coached employees through day-to-day work and complex problems.
- Set high-performance expectations for employees during daily huddles, emphasizing the importance of teamwork towards achieving shared goals.
- Monitored adherence to safety protocols within the front-end area, ensuring compliance with company policies as well as local regulations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Boosted employee morale and reduced turnover by cultivating a positive work environment and providing regular feedback and recognition.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Implemented successful training programs for new hires, resulting in faster onboarding and increased retention rates.
Sales Associate Ladies Shoes
Macy's
01.2011 - 12.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
Sales Associate
Macy's
10.2009 - 01.2011
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
3rd Key
Card And Party Factory
09.2006 - 10.2008
- Monitored employee and customer interactions to assess quality of service.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Cosmetology -
Royal Beauty Careers
Houston, TX11.2007
High School Diploma -
Conroe High School
Conroe, TX05.2004
Skills
- Team Management
- Financial Acumen
- Customer Service
- Customer Support
- Complaint Handling
- Policy understanding
- Sales strategy
- Issue Resolution
- Financial Transactions
- Product Sales
- Dispute Resolution
- Client Education
- Account Management
- Service Recommendations
- Product Recommendations
- Service Upselling
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
Timeline
Member Service Lead
Sam's Club
10.2023 - Current
Member Service Specialist
Sam's Club
12.2022 - 10.2023
Frontline Member Associate
Sam's Club
05.2022 - 12.2022
Digital Team Lead
Walmart Neighborhood Market
07.2021 - 10.2021
Ambient Frieght Team Lead
Walmart Neighborhood Market
09.2020 - 07.2021
Frontend Team Lead
Walmart Neighborhood Market
07.2020 - 07.2021
Sales Associate Ladies Shoes
Macy's
01.2011 - 12.2015
Sales Associate
Macy's
10.2009 - 01.2011
3rd Key
Card And Party Factory
09.2006 - 10.2008
Cosmetology -
Royal Beauty Careers
High School Diploma -
Conroe High School