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Brooke Flores
Customer Assistant Lead
North Richland Hills,TX
Work Preference
Summary
Customer Service and Operations Professional with a proven history of advancing from entry-level positions into management. Achieved operational efficiency and enhanced customer satisfaction through effective team leadership and communication skills. Focused on delivering value through adaptability and hands-on experience in retail operations and administrative support. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Energetic professional proudly certified in customer service. Poised and reliable with experience training and mentoring new employees in phone etiquette and troubleshooting. Ready for the next great position with [Name of Company] as a top-notch Customer Service Lead.
Overview
9
9
years of professional experience
Work History
Customer Service Lead
Big Lots Inc.
FORTWORTH, TX
09.2021 - 01.2025
- Supervised customer service team to ensure high-quality support.
- Trained new employees on company policies and procedures.
- Resolved customer complaints effectively and promptly.
- Coordinated schedules for staff to maintain adequate coverage.
- Collaborated with management to improve overall service strategies.
- Resolved escalated issues from team members or customers in an efficient manner.
- Directed customer service staff activities, including training, coaching and performance management.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Monitored team performance against set targets and KPIs.
Assistant Merchandise Manager
Dollar Tree Inc.
Hurst, Texas
07.2016 - 06.2020
- Analyzed sales trends to inform inventory replenishment strategies.
- Managed merchandise assortment to optimize product availability across stores.
- Monitored inventory levels, stock availability, and back orders.
- Collaborated with vendors to negotiate product pricing and delivery schedules.
- Coordinated promotional displays to enhance customer engagement and sales.
- Performed regular store visits to assess product assortment, displays, and pricing accuracy.
- Ensured compliance with company policies and procedures related to merchandising operations.
- Created visual displays that effectively promoted new products or special offers.
- Trained and supervised merchandising staff, fostering a team-oriented environment focused on performance and development.
- Organized and prioritized projects.
Education
New Mexico Adult Education
Alamogordo, NMSkills
- Customer service
- Client relations
- Team leadership
- Team training and development
- Performance management
- Conflict resolution
- Inventory management
- Sales
- CRM software
- Problem solving
- Adaptability
- Department operations
- Cash handling
Languages
English
Professional
Timeline
Customer Service Lead
Big Lots Inc.
09.2021 - 01.2025
Assistant Merchandise Manager
Dollar Tree Inc.
07.2016 - 06.2020
New Mexico Adult Education