Ava Touchstone
Mt Olive,AL
Summary
As a Scheduling and Staffing Administrator at Lowe's, I use my experience with workday and my retail management skills to optimize the workforce planning and payroll processes for the company. Equipped with over 5 years of experience in the retail industry, working in various leadership roles at The Home Depot, Tractor Supply Company, Dicks Sporting Goods/Golf Galaxy. As a natural leader I have developed strong customer service, communication, and problem-solving skills, as well as a passion for delivering quality results and enhancing customer satisfaction. I am always eager to learn new technologies and tools that can help me improve my efficiency and effectiveness in my role.
Overview
5
5
years of professional experience
Work History
Scheduling & Staffing Administrator
Lowes Home Improvement
05.2023 - Current
- Performed sourcing, interviewing, negotiations and hiring.
- Reviewed applications and resumes to support hiring activities.
- Developed marketing strategies to generate leads.
- Wrote and posted job descriptions on Workday
- Administered employee benefits programs and assisted with open enrollment.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Developed and monitored employee recognition programs.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Improved office efficiency by effectively managing internal communications and correspondence.
Service Department Supervisor, Customer Service Team Lead
The Home Depot, Tractor Supply
11.2022 - 05.2023
- Coordinate daily operations in a fast-paced retail environment and optimize workflows to improve the efficiency of frontline sales, home delivery, and product returns, resulting in a 93% average for positive customer surveys
- Serve as the point of contact for escalated customer service issues and identify solutions to maintain service level goals and ensure customer satisfaction
- Manages all aspects of the customer service department for a retail store generating $50M in annual revenue, including providing training and coaching to team members on service protocols, policies, and client relations best practices
- Conducts performance evaluations that are timely and constructive
- High Volume
- Managed efficient teams of up to 25 employees.
- Organized ongoing maintenance schedules to boost system performance.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
High Volume Customer Service Team Lead
Tractor Supply Company
Cheslea Al
04.2022 - 11.2022
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Responsible for interacting with customers and team members, supporting selling initiatives and performing assigned tasks, while providing legendary customer service
- Managed day-to-day logistics operations, monitoring incoming deliveries
- Supervised staff of 5-7 in daily activities, continuously delivering insightful training and coaching to strengthen each employee’s skill set.
- Evaluated customer service staff performance and provided constructive feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
Front End Lead Supervisor
Dick's Sporting Goods
09.2018 - 04.2022
- Assisted the store leadership team with general supervision in the store in accordance with Company policies and procedures
- Offered hands on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets
- Monitored cash drawers in 8 check out stations to verify adequate cash supply
- Transformed employee performance by enhancing training and mentoring strategies in operational and customer facing roles
- Coached employees on methods for handling various aspects of sales and complicated issues.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained team members in successful strategies to meet operational and sales targets.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Trained newly hired sales team in upselling techniques.
- Mentored new sales associates to contribute to store's positive culture.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Education
Computer Science, Studies
Wallace State Community College
Hanceville, ALCorner High School
Warrior, ALSkills
- Customer Service
- Customer Care
- Excel
- Sales Experience
- Microsoft Word
- Customer Support
- Verbal communication
- Computer Skills
- Retail Sales
- Microsoft Office
- Microsoft Outlook
- Certifications and Licenses
- Property and Casualty License
- January 2021 to January 2023
- Candidate Sourcing
- Strategic Planning
- Staffing Processes
- Employee Communications
- Training and Development
- Staffing Strategy
- Sourcing New Candidates
- New Hire Onboarding
- Human Resources Support
- Recruitment
- Termination Documentation
- Employee Relations
- Pre-Employment Screening
- Drug Testing
- Procedure Compliance
- Report Preparation
- Benefits and Compensation
- New Hire Orientation
- Training and Mentoring
- Wages and Salary
- Employee Orientation
- Time Tracking and Payroll Administration
- Documentation and Recordkeeping
- Complaint Handling
- Recruitment and Hiring
- Recruitment Management
- Customer Relationship Management
- Employee Hiring
- Information Protection
- Applicant Qualification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Scheduling & Staffing Administrator
Lowes Home Improvement
05.2023 - Current
Service Department Supervisor, Customer Service Team Lead
The Home Depot, Tractor Supply
11.2022 - 05.2023
High Volume Customer Service Team Lead
Tractor Supply Company
04.2022 - 11.2022
Front End Lead Supervisor
Dick's Sporting Goods
09.2018 - 04.2022
Computer Science, Studies
Wallace State Community College
Corner High School