Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Harris

Florissant,MO

Summary

With a proven track record at Advanced Call Center Technologies LLC, I excel in process improvement and team building, enhancing operational efficiency and employee morale. My analytical thinking and effective coaching have significantly boosted productivity, making me a pivotal asset in achieving and surpassing company goals.

Overview

13
13
years of professional experience

Work History

Supervisor

Advanced Call Center Technologies LLC
Florissant, MO
04.2021 - Current
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Participated in recruitment efforts by interviewing prospective candidates for open positions.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Developed strategies to improve team performance and productivity.
  • Trained new employees on company policies and procedures.
  • Created new strategies for improving customer service standards within the organization.
  • Directed and supervised team of 21 employees in daily operations.
  • Implemented quality control measures, significantly reducing error rates.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Complied with company policies, objectives and communication goals.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Streamlined workflow processes, reducing project completion times.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
  • Managed team of 15 or more employees, ensuring high productivity and quality standards were met.

Training Development Specialist

Customer Direct
Saint Louis, MO
12.2016 - 04.2025
  • Researched industry trends and developments in order to stay abreast of changes that might affect training requirements.
  • Designed and created interactive eLearning modules and multimedia presentations.
  • Identified areas for improvement within existing processes and procedures related to employee development activities.
  • Analyzed organizational objectives to identify necessary training needs.
  • Administered assessments such as pre-tests and post-tests or quizzes in order to measure learning outcomes.
  • Ensured compliance with applicable laws, regulations, policies, and procedures governing employee education activities.
  • Created instructional materials such as user guides, job aids, manuals, and handouts for employees.
  • Developed and implemented effective training programs for new hires.
  • Conducted surveys and interviews to determine employee satisfaction with current training methods.
  • Provided technical assistance when needed regarding the use of online learning platforms or tools used by trainees.
  • Monitored progress of trainees using tracking systems or software applications.
  • Evaluated and communicated trainee participation and performance in reports to management.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Trained employees on new software with minimum level of frustration and training friction.
  • Equipped sales associates with knowledge and motivation to make sales by establishing recognition-rich culture.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Ensured compliance with industry-specific training requirements and certifications.
  • Promoted a culture of continuous learning and improvement within the organization.
  • Mentored and onboarded new staff members to establish top client satisfaction.

Cashier

Dierbergs
Brentwood, Missouri
04.2016 - 12.2016
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Issued receipts, refunds, credits or change due to customers.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Resolved customer complaints professionally in accordance with company policy.
  • Ensured compliance with all safety regulations within the store environment.
  • Answered customer inquiries regarding store policies and procedures.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Discounted purchases by scanning and redeeming coupons.
  • Verified customer age requirement for alcohol or tobacco purchases.
  • Worked closely with front-end staff to assist customers.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Helped with purchases and signed customers up for rewards program.

Head Cashier Supervisor

Discount Smoke Shop
Webster Groves, Missouir
08.2012 - 04.2016
  • Provided guidance on best practices for handling difficult customers or situations.
  • Developed strong relationships with vendors to secure favorable terms on product orders.
  • Analyzed sales data to identify trends in customer purchases and recommend changes to optimize store profitability.
  • Resolved customer complaints promptly and professionally.
  • Collaborated with store management team to develop strategies for increasing customer satisfaction ratings.
  • Managed daily paperwork related to cash register operations including bank deposits.
  • Ensured that all safety protocols were followed by team members while operating equipment.
  • Maintained accurate records of inventory levels, stock transfers, returns, exchanges, and other transactions.
  • Participated in the development of annual budgets and long-term financial goals.
  • Identified opportunities for process improvement initiatives that would increase efficiency or reduce costs.
  • Initiated and managed daily cashier operations, including opening and closing procedures.
  • Coordinated promotional events such as special sales or discounts.
  • Developed training plans for new cashiers; provided on-the-job training and coaching to improve performance.
  • Implemented operational processes that improved accuracy of inventory counts across departments.
  • Created weekly schedules for staff coverage based on peak business hours.
  • Assisted in recruiting, hiring, onboarding and orienting new employees.
  • Performed regular audits of cash drawer balances to ensure accuracy of funds.
  • Conducted employee evaluations and disciplinary actions as needed according to company policies.
  • Oversaw maintenance of store facilities including stocking shelves, cleaning floors.
  • Monitored cashiers to ensure accuracy of transactions, compliance with procedures, and customer service standards.
  • Called for backup cashiers during peak times to minimize wait time for customers.

Education

GED -

Salt Lick Vocational School
Vandalia, MO
02-2007

Skills

  • Schedule development
  • Department organization
  • Process improvement
  • Financial management
  • Analytical thinking
  • Employee development
  • Workflow management
  • Employee motivation
  • Team building
  • Expectation setting
  • Project management
  • Verbal and written communication
  • Project planning
  • Public speaking
  • Staff management
  • Coaching and mentoring

Timeline

Supervisor

Advanced Call Center Technologies LLC
04.2021 - Current

Training Development Specialist

Customer Direct
12.2016 - 04.2025

Cashier

Dierbergs
04.2016 - 12.2016

Head Cashier Supervisor

Discount Smoke Shop
08.2012 - 04.2016

GED -

Salt Lick Vocational School

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Brenda Harris