Cheryl Norfleet
Detroit,MI
Summary
Adept at driving operational excellence, I spearheaded a team at JOANN Fabrics and Crafts, enhancing customer satisfaction and retention through innovative training and merchandising strategies. My leadership, rooted in strong problem-solving and team motivation skills, significantly reduced staff turnover, showcasing my ability to merge customer service management with strategic operational improvements.
Overview
12
12
years of professional experience
Work History
Store Manager
JOANN Fabrics and Crafts
Madison Heights, MI
05.2019 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
Assistant Store Manager
JOANN Fabrics and Crafts
Madison Heights, MI
05.2017 - 05.2019
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
Freight Supervisor
JOANN Fabrics and Crafts
Madison Heights, MI
03.2013 - 09.2017
- Reduced shipping errors by implementing a thorough double-check system for all outgoing orders.
- Implemented an effective preventive maintenance program for all equipment, reducing downtime and repair expenses.
- Optimized warehouse space utilization by analyzing inventory levels and adjusting storage strategies accordingly.
- Maintained accurate records of all shipments sent out through careful documentation practices.
- Evaluated employee performance regularly to identify opportunities for professional growth and development within the team.
- Managed a diverse team of employees, fostering a positive work atmosphere that encouraged collaboration and camaraderie among staff members.
Education
Bachelor Of Arts - Child Development
Marygrove College
Detroit, MI05.2010
Skills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Inventory Management
- Store Merchandising
- Cash Management
- Shift Scheduling
- Employee Training
- Recruitment and hiring
- POS Systems
- Team motivation
- Supply Ordering
- Store displays
- Strategic thinker
Timeline
Store Manager
JOANN Fabrics and Crafts
05.2019 - Current
Assistant Store Manager
JOANN Fabrics and Crafts
05.2017 - 05.2019
Freight Supervisor
JOANN Fabrics and Crafts
03.2013 - 09.2017
Bachelor Of Arts - Child Development
Marygrove College