Antionette Edwards
Newark,DE
Summary
Proven leader in customer service management at Victoria's Secret & PINK, adept at boosting customer retention and team productivity through effective problem-solving and team-building skills. Excelled in creating high-performing teams, achieving departmental goals with strategic planning, and enhancing customer satisfaction with expert training and mentoring. Demonstrates exceptional organizational and communication abilities, driving operational excellence and positive outcomes. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Victoria's Secret & PINK
11.2014 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Designed incentive programs to motivate staff and improve service levels.
- Enhanced team productivity with introduction of flexible working arrangements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
TAP Supervisor
Victoria's Secret & PINK
09.2019 - 01.2020
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Bra Fit Expert
Victoria's Secret & PINK
08.2018 - 01.2019
- Educated customers on proper bra care and maintenance to extend product life and enhance comfort levels.
- Utilized extensive product knowledge to confidently address customer inquiries about various styles, materials, sizing options.
- Worked closely with team members to create a positive work environment where everyone felt supported in achieving their goals.
- Built strong relationships with clients by fostering trust, understanding their needs, and ensuring they felt comfortable during fittings.
- Improved customer satisfaction by providing personalized bra fittings and expert advice on proper sizing and styles.
Sales Associate
Victoria Secret & PINK
11.2014 - 08.2016
- 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.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- 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.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
No Degree - Entrepreneurship
Delaware Technical Community College
Wilmington, DE06.2018
High School Diploma -
John Dickinson High School
Wilmington DE06.2013
Skills
- Customer Service
- Problem-Solving
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Cash Handling
- Team Building and Leadership
- Staff Training
- Schedule Management
- Training and coaching
- Work Prioritization
- New Hire Training
- Sales expertise
- Workflow Management
- Loss Prevention
- Talent Development
- Technical Support
- Sales Support
- Order Fulfillment
- Positive Attitude
- Teamwork and Collaboration
Accomplishments
- Drove record-high sales that elevated the store's ranking in the company.
Languages
Spanish
Limited Working
Timeline
TAP Supervisor
Victoria's Secret & PINK
09.2019 - 01.2020
Bra Fit Expert
Victoria's Secret & PINK
08.2018 - 01.2019
Customer Service Manager
Victoria's Secret & PINK
11.2014 - Current
Sales Associate
Victoria Secret & PINK
11.2014 - 08.2016
No Degree - Entrepreneurship
Delaware Technical Community College
High School Diploma -
John Dickinson High School