April DuBose
Andrews,SC
Summary
Extremely passionate and detailed Store Manager with over 20 years of experience in customer service, sales, visual merchandising, and coaching/training/development. Excited about exceeding company goals - seeing results, creating a healthy, happy work environment, and engaging with customers to provide quality, sincere service that makes a difference.
Overview
21
21
years of professional experience
Work History
CRM Service Consultant
Progressive Insurance
03.2022 - Current
- Document payment details and personal information on customer accounts.
- Provide information about service procedures and expected timelines.
- Pleasantly greet customers and ask open-ended questions to better determine needs.
- Suggest add-on services that would be helpful to customers and improve bottom line.
- Handle customer issues with confidence, using empathy and understanding to provide effective resolution.
- Escalate incidents to next level to remain compliant with company's standards and procedures.
- Investigate and resolve customer inquiries and complaints quickly.
- Educate customers about billing, payment processing and support policies and procedures.
- Maintain up-to-date knowledge of product and service changes.
- Answer a variety of calls and emails addressing customer inquiries, solving problems and providing product information.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Store Manager
CVS Health Retail
05.2015 - 03.2022
- Responsible for overall store operations, including pharmacy (hiring, training, sales, incentives, policies and procedures, cleaning, merchandising, ordering, pricing, damages, product withdrawals, donations, moneygram services, photo orders/gifts/passports, vendor check in and credits, collaborated with RX regarding COVID-19 testing, vaccines and clinics, along with day to day tasks and creating a welcoming environment for customers)
- Increased sales and improved shrink every year thus far
- hired and promoted several employees to supervisor positions and pharmacy technicians created
- sincere bond with everyday customers by providing genuine service and informing them of special promotions, including extracare/email/text benefits, Carepass, and CVS app promotions
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control and store opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Rotated merchandise and displays to feature new products and promotions.
- Analyzed and interpreted store trends to facilitate planning.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Store Manager
The Children's Place
05.2009 - 05.2015
- Consistently increased sales and Place Card Applications and penetration
- hired, trained and promoted several star associates- that went on to be store managers at other locations and with other large companies
- planned, led, executed annual inventory each year
- created a fun work environment with different break room decorations, employee games and picture boards
- held store meetings regularly to keep team informed and to help build morale and create opportunities for training and development
- responsible for up to 30 employees at times, due to seasonal and per diem positions
PT cashier to Store Manager
Goody’s Family Clothing
09.2001 - 02.2009
- Exceptional customer service, PLCC applications, increasing UPT's, recovery and replenishment
- department lead - was able to oversea each department at one time or another including women's, juniors, men's, young men's,petite, plus, accessories, shoes, lingerie, infants, toddlers and children
- tuxedo department -measuring and ordering tuxedos for customers
- provided all layaway services- initial orders, payments, pickups and return to stocks
- unloaded trucks and processed clothing with hangers, sensors, etc took
- LP classes, HR classes - hired and trained, promoted employees within the company
- scheduled according to company guidelines and allowance - approximately 20 employees on average
- participated in the liquidation and final sales when the company filed for chapter 11 and closed all stores
Education
General Studies
Carolina Forest High School
06.2001
Skills
- Creative Direction
- Coaching Training & Development
- Visual Merchandising
- Issue Resolution
- Billing Procedures
- Customer Account Management
- Providing Feedback
- Conflict Resolution Techniques
- High-Volume Environments
- Best Practices Management
- Schedule Management
- Customer Service and Assistance
- Call Control
- Productivity Standards
- Customer Retention Strategies
- Cultural Awareness
Timeline
CRM Service Consultant
Progressive Insurance
03.2022 - Current
Store Manager
CVS Health Retail
05.2015 - 03.2022
Store Manager
The Children's Place
05.2009 - 05.2015
PT cashier to Store Manager
Goody’s Family Clothing
09.2001 - 02.2009
General Studies
Carolina Forest High School