Bryant Myles, APHR

• Demonstrates a service culture that prioritizes the guest service experience
• Models, trains and coach expectations to deliver the service standard.
• Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• Leads a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
• Leads and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences
• Personalized recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
• Leads a culture of accountability through clear expectations and performance management on critical Service and Engagement behaviors
• Understands business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
• Assesses the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales
• Utilizes guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams
• Demonstrates a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Works well in a team setting, providing support and guidance.
• Demonstrates respect, friendliness and willingness to help wherever needed.
• Passionate about learning and committed to continual improvement.

• Established departmental goals as well as refined company policies to maintain compliance
• Conducted all HR functions as well as executing all related employee programs, which included on-boarding, training, employee relations, employee engagement, benefits, 401k and payroll, talent management
• Monitored daily timesheets (punch corrections, daily call outs, failure to reports etc.).

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.

• Organized community service project with other businesses like BREC (Recreation and Park Commission for the Parish of East Baton Rouge) and Greater Baton Rouge Food Bank to be a difference in others life.
• Supervised all HR functions as well as executing all related employee programs, which included on-boarding, training, employee relations, employee engagement, benefits, 401k and payroll, talent management, etc.
• Provided ongoing training opportunities for staff members, fostering professional development and career advancement.
• Recruited top talent to maximize profitability.

• Maximized sales efficiency by ensuring scheduling for staff was delegated appropriately for 130 associates.

• Prepared payroll in a timely manner ensuring we get everyone paid according to schedule.

• Oversaw payroll processing tasks while maintaining accuracy and adherence to deadlines.
• Established departmental goals as well as refined company policies to maintain compliance.
• Collaborated with department managers on workforce planning efforts, identifying staffing needs and ensuring appropriate resource allocation.
• Conducted yearly performance reviews and created succession plans for all employees within the organization.
• Managed complex employee relations issues, resulting in improved workplace morale and minimized turnover rates.
• Collaborated with business leaders to develop and implement goals that align with business initiatives.
• Provided guidance to employees on business competencies through coaching, career counseling, feedback and development.
• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.

• Improved product visibility by creating eye-catching merchandise displays.
• Enhanced customer experience by maintaining clean, well-stocked, and organized store aisles.
• Adapted quickly to changing business needs by regularly rotating merchandise according to seasonal demands or customer preferences.
• Regularly checked top-selling merchandise lists and worked with managers to promote merchandise of interest to optimize sales.
• Contributed to positive workplace culture by collaborating effectively with colleagues across departments.
• Boosted sales through effective cross-merchandising techniques and strategies.

• Prioritized multiple work items to ensure time sensitive orders were completed on time
• Resolved general customer issues using multiple search tools and resources
• Audited mortgage applications to verify accuracy of information
• Monitored queue ensuring necessary property preservation work was completed
• Prepared, edited, distributed, and corrected specialized complex documents ensuring that all work was completed accurately in compliance with client specifications and company policies.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.