Brenda Peters
Yreka,CA
Summary
Astute Customer Service Associate offering polished communication skills. Brings excellent organizational skills and over 18 years of job experience. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Conscientious Associate with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
18
18
years of professional experience
Work History
Customer Service Associate
Wal-Mart Supercenter
Yreka, CA
03.2021 - 01.2022
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Department Manager
Wal-Mart Supercenter
Yreka, CA
06.2019 - 03.2021
- Devised processes to boost long-term business success and increase profit levels.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Communicated with managers of other departments to maintain transparency.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
Foods Zone Supervisor
Walmart
Yreka, CA
01.2018 - 06.2019
- Trained workers in proper methods, equipment operation and safety procedures.
- Communicated with stakeholders on job milestones.
- Directed projects according to schedule and quality demands.
- Oversaw daily operations at site, keeping team production moving at optimal pace.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed team communications and information for meetings.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed team of 8 employees, overseeing hiring, training, and professional growth of employees
- Increased customer satisfaction by resolving all customer issues
Front End Zone Supervisor
Walmart
Yreka, CA
08.2015 - 01.2018
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Trained team members in successful strategies to meet operational and sales targets.
- Structured budget monitoring and cash movements to minimize security risks and maintain tight controls.
- Managed customer service duties by greeting over 100 customers daily and informing customers about products.
- Controlled shrinkage 75% through successful inventory management and stock rotation strategies.
- Strategically scheduled 8 team members to maintain optimal staffing at all times.
- Monitored cash drawers in 18 checkout stations to verify adequate cash supply.
- Compiled and maintained monetary and non-monetary reports and records.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Transformed employee performance by enhancing training and mentoring strategies in operational and customer-facing roles.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and d
- Offered hands-on assistance to cashiers, assessing needs and maintaining current knowledge of consumer preferences.
- Boosted participation in store loyalty program by large percentage to improve customer brand engagement and overall sales
- Managed customer service duties by greeting over 100 customers daily and informing customers about products
- Strategically scheduled 5-18 team members to maintain optimal staffing at all times
- Offered credit applications to customers, cross-selling and converting 2 out of 5 customers into cardholders
- Compiled and maintained monetary and non-monetary reports and records
Electronics Zone Supervisor
Walmart
Yreka, CA
05.2014 - 08.2015
- Managed team of 6 employees, overseeing hiring, training, and professional growth of employees.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
Overnight Support Manager
Walmart
Yreka, CA
01.2012 - 05.2014
- Conducted in-person scenario assessments to manage compliance with overnight workload expectations and safety requirements.
- Oversaw internal support processes, compiling reports to track overnight worker efficiency.
- Coached employees through day-to-day work and complex problems.
- Placed orders for new merchandise when inventory levels were running low.
- Worked with support manager to determine overnight operations effectiveness in meeting overall group objectives.
- Managed scheduling, workload assignments and coverage for night staff.
- Trained new employees and provided positive reinforcement when evaluating completed work.
- Supervised promotional activities that were designed to drive sales and generate excitement.
- Interpreted management directives to define and document administrative staff processes.
- Established and implemented training programs to maximize team performance.
Food Department Manager
Walmart
Yreka, CA
02.2008 - 01.2012
- Recruited, managed and motivated 8-member retail team to give every guest positive and memorable experiences.
- Returned change and currency and processed debit and credit card payments with 90% accuracy rate.
- Recruited, managed and motivated 15-member retail team to give every guest positive and memorable experiences.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Trained newly hired sales team in upselling techniques.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Researched issues to obtain appropriate answers to customer inquiries.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Mentored new sales associates to contribute to store's positive culture.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Department Manager Housewares and Small Appliances
Walmart
Yreka, CA
05.2005 - 02.2008
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Communicated with managers of other departments to maintain transparency.
- Analyzed and interpreted store trends to facilitate planning.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions.
Salesfloor Associate
Walmart
Yreka, CA
07.2003 - 02.2005
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Approached browsing customers to initiate conversations to determine buying preferences.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
Education
Bachelor of Science - Occupational Therapy
SUNY At Buffalo
Buffalo, NY06.1982
Skills
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Upselling Product
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Responding to Difficult Customers
- Understanding Customer Needs
- Creative Problem Solving
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Self-direction
- Cross-functional team collaboration
- Complaint resolution
- Money handling abilities
- Retail store support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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United States Army Veteran
Dates of Service: February1975-February1978
Honorably Discharged
Timeline
Customer Service Associate
Wal-Mart Supercenter
03.2021 - 01.2022
Department Manager
Wal-Mart Supercenter
06.2019 - 03.2021
Foods Zone Supervisor
Walmart
01.2018 - 06.2019
Front End Zone Supervisor
Walmart
08.2015 - 01.2018
Electronics Zone Supervisor
Walmart
05.2014 - 08.2015
Overnight Support Manager
Walmart
01.2012 - 05.2014
Food Department Manager
Walmart
02.2008 - 01.2012
Department Manager Housewares and Small Appliances
Walmart
05.2005 - 02.2008
Salesfloor Associate
Walmart
07.2003 - 02.2005
Bachelor of Science - Occupational Therapy
SUNY At Buffalo
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