Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

ANNA DELIMA

Long Branch

Summary

Administrative professional with focus on streamlining office processes and enhancing operational efficiency. Known for dependability and adaptability, fostering collaborative environment to achieve team goals. Skilled in organizing information, managing schedules, and supporting administrative functions with precision and reliability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Back end Clerk

Lowe’s Home Improvements | Brick
02.2023 - Current
  • Since I have been a Back End Clerk Associate at Lowe’s for [number] years, I have been responsible for ensuring that merchandise flows smoothly and efficiently from receiving to customer fulfillment. As part of this role, you will be responsible for managing inventory, ensuring that our orders are accurate, and ensuring that they are delivered on time.
  • I faced a number of challenges, including managing the high volume of incoming and outgoing merchandise while keeping accurate records of inventory. In the event of discrepancies, delays could occur in fulfilling customer orders, products could be misplaced, and ultimately, customers would be dissatisfied.
  • Several proactive measures have been implemented to address this issue:
  • Develop a standardized receiving and stocking procedure: I collaborated with the receiving team to develop a clear, consistent procedure for handling deliveries, verifying quantities against packing slips, and entering items accurately into the inventory management system. In addition, a detailed labeling system was implemented as a means of identifying and locating products within the back end of the website.
  • Utilized handheld inventory scanners with consistency and accuracy for all receiving, stocking, and order pulling activities: I advocated for the use of handheld inventory scanners with consistency and accuracy. The training I provided was peer-to-peer, and I offered tips to ensure that all members were proficient in their use, which resulted in real-time inventory updates and the reduction of manual errors.
  • As part of my order verification process, I implemented a double-check system in which I ensured that the right items and quantities were being staged and loaded for all customer pickup and delivery orders. The process involved cross-referencing order details with the physical merchandise before it left the back office.
  • Implemented clear zones for different order types (e.g., online pickup, delivery) and ensured efficient loading pathways by streamlining the staging area organization: Recognizing that a disorganized staging area could result in delays and mispicks, I took the initiative to reorganize the space.
  • The following improvements have been achieved as a result of these actions:
  • Using the variance reports generated by our inventory management system, we were able to reduce inventory discrepancies by 12% within the first year following implementation of the standardized receiving and stocking procedure. Our inventory quantities were more accurate and time-consuming inventory audits were reduced as a result.
  • A reduction of 7% in order fulfillment errors, measured by the number of customer complaints related to incorrect or missing items in orders. A direct result of this improvement was a higher level of customer satisfaction.
  • Increased the average staging and loading time for orders by 10%, resulting in faster customer pickups and more efficient delivery deliveries. As a result of tracking the time it takes for orders to be processed internally, we observed this.
  • Delivered and organized staged orders accurately and efficiently, contributing to smoother operations across departments with positive feedback from the delivery team and customer service. I am pleased to receive this recognition for my efforts, although it is not a formal award.
  • Additionally, I have consistently prioritized clear communication and collaboration with other departments, including sales associates and delivery drivers. Keeping everyone informed about the status of orders and any potential problems allowed us to address customer needs proactively and reduce disruptions.
  • Throughout my tenure as a Back End Clerk Associate at Lowe’s, I have demonstrated a commitment to accuracy, efficiency, and process improvement. As a result of my proactive approach to inventory management and order fulfillment, I have helped streamline our operations and provide our customers with a better experience. It is my goal to continue to improve the back-end processes of the store in order to ensure its continued success.

Head-Cashier

Lowe’s Home Improvements | Holmdel
05.2021 - 02.2023
  • During my tenure as Head Cashier at Lowe’s home improvement, I have led a team of dedicated cashiers and ensured smooth, efficient front-end operations. There have been a number of challenges associated with this role. Although I have consistently committed myself to striving for excellence and proactive measures, I have consistently improved performance and contributed to the store’s success.
  • It was challenging to manage fluctuating customer traffic and ensure consistently fast and accurate checkout times, particularly during peak periods. In addition to frustrating customers, long lines may affect employee morale and may result in sales being lost.
  • Several key actions were taken to address this issue:
  • The implementation of a dynamic lane management system was based on the analysis of historical sales data and customer flow patterns, which resulted in the allocation of cashiers strategically based on anticipated demand. By proactively opening and closing lanes, cross-training staff in order to accommodate different types of registers (e.g., self-checkout assistance), and communicating clearly about lane assignments, this goal could be achieved.
  • As a result of my recognition of the importance of speed and accuracy, I developed supplementary training modules that emphasize efficient scanning techniques, handling complex transactions (e.g., coupons, returns), and effectively resolving common customer inquiries. Additionally, I stressed the importance of maintaining a friendly and professional demeanor under pressure.
  • End-of-day reconciliation process simplified: I identified bottlenecks in closing procedures and implemented a more organized system for cash drawer reconciliation and reporting, which resulted in shorter closing times for cashiers and a greater degree of accuracy for their closing duties.
  • Achieved a culture where employees felt comfortable and equipped to handle basic customer service issues (e.g., price discrepancies, simple returns) at the register, thereby reducing the need for frequent manager intervention and speeding up checkout times.
  • As a result of these actions, significant and measurable results were achieved:
  • Customer wait times were reduced by 15% during peak hours, as measured by the transaction time tracking function of our point-of-sale system. According to customer feedback surveys, this improvement has consistently been noted.
  • Reduced transaction errors by 8% after implementing the enhanced training program, resulting in fewer discrepancies in daily reports and increased inventory accuracy.
  • According to quarterly customer surveys, customer satisfaction scores related to checkout efficiency increased by 10%. Cashiers were specifically praised for their speed and helpfulness in the positive comments.
  • The “Employee Excellence Award” was presented to me in 2022 for my proactive efforts in improving front-end operations and contributing to the improvement of customer service. In receiving this award, I have been recognized for my leadership in streamlining processes and providing my team with empowerment.
  • Apart from these specific initiatives, I have consistently strived to foster a positive and collaborative team environment. It is my goal to create a motivated and engaged team that is committed to providing excellent customer service by providing regular feedback, recognizing accomplishments, and responding to concerns promptly.
  • To conclude, I would like to emphasize that my experience as Head Cashier has been characterized by a proactive approach to problem-solving, a commitment to team development, and an emphasis on delivering measurable results. It is a great honor for me to have contributed to the improvement of customer service and the store’s overall operation. I look forward to continuing to utilize my skills and experience to contribute to the continuing success of Lowe’s.

Claims Customer Service Representative (Claims CSR)

The Home Depot
10.2019 - 03.2021
  • Serving as a front-line representative, I addressed diverse customer needs and inquiries across all store departments, requiring adaptability and a comprehensive understanding of all products. Frequently encountered customers with complex issues, including product malfunctions, incorrect orders, and dissatisfaction with service, which required effective problem-solving and de-escalation skills. Actively listened to customer concerns, thoroughly investigated issues by consulting product information and collaborating with department specialists, and offered viable solutions, such as troubleshooting steps, alternative products, or facilitating return/exchange requests. Achieved an average resolution of 85% of customer issues at the first point of contact, reducing the need for managerial intervention and improving customer satisfaction. Achieved accuracy and adherence to company policies under time-sensitive conditions by processing sales transactions, returns, and exchanges through POS systems. Managed peak customer traffic periods.
  • Implemented efficient workflow techniques for processing transactions and returns, anticipated customer needs during checkout, and utilized the POS system’s features to expedite transactions. As a result, we maintained an average transaction processing time of less than three minutes during peak hours, improving customer flow and reducing queue lengths. Proactively assisted customers on the sales floor by guiding them to desired products, explaining features and benefits, and making appropriate suggestions. The challenge was to communicate clearly and concisely with customers with varying levels of DIY experience, to educate them on a wide range of products and their applications. Developed strong product knowledge across key departments, actively engaged customers by asking clarifying questions about their projects, and provided customized recommendations, including demonstrations of product usage when necessary. As a result of effectively upselling and cross-selling related products, contributed to a [quantity, e.g., 10%] increase in average transaction value within my assigned department during a specific promotional period. Ensured positive outcomes and cultivated customer loyalty by responding to customer complaints and concerns with empathy and professionalism. Handled emotionally charged customer interactions resulting from product defects or service failures, which required strong conflict resolution and de-escalation skills. Remained calm and empathetic, actively listened to the customer’s perspective, apologized for inconveniences, and worked diligently to find fair and appropriate solutions in accordance with company policy, elevating complex issues to management when necessary. Received two “Customer Service Hero” awards during my tenure, recognizing my ability to address challenging situations effectively and exceed customer expectations. Maintained current knowledge of store promotions, new products, and company policies in order to provide customers with accurate and timely information. Due to frequent changes in promotions and product lines, continuous learning and attention to detail were required. Proactively reviewed store communications, attended product knowledge sessions, and collaborated with department specialists to stay up to date. As a result, consistently provided accurate information to our customers, minimizing errors and helping them make confident purchasing decisions. Demonstrated key skills include Customer Service Excellence, Problem-Solving, Communication (Verbal & Written), Active Listening, POS System Proficiency, Product Knowledge, Conflict Resolution, Promotional Sales, Time Management, and Empathy.

Education

Associate Of Business Administration - Business Administration And Management

Southern New Hampshire University
Hooksett, NH

High School Diploma -

CPM-Colégio Da Polícia Militar Da Bahia
Bahia, Brazil
12.2018

Skills

  • Telephone etiquette
  • Customer satisfaction
  • Cash handling
  • Cash management
  • Administrative support
  • Filing systems
  • Database entry
  • Administrative tasks
  • File maintenance
  • Document management
  • Operations support

Certification

  • Foundations of Leadership
  • The National Society of Leadership and Success
  • Https://app.nsls.org/web/public/social/share/clr/J7jbqeBU9gBLwdUL4hB1ij
  • Jun 2024
  • Medical/Judicial Interpreting
  • Brookdale Community College
  • Jul 2023

Languages

Portuguese
Native or Bilingual

Timeline

Back end Clerk

Lowe’s Home Improvements | Brick
02.2023 - Current

Head-Cashier

Lowe’s Home Improvements | Holmdel
05.2021 - 02.2023

Claims Customer Service Representative (Claims CSR)

The Home Depot
10.2019 - 03.2021

Associate Of Business Administration - Business Administration And Management

Southern New Hampshire University

High School Diploma -

CPM-Colégio Da Polícia Militar Da Bahia

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ANNA DELIMA