Chloe Shuping
Salisbury,NC
Summary
Dynamic leader with a proven track record at Big Lots, enhancing operational efficiency and customer satisfaction. Excelled in team leadership and workflow management, achieving an 80% cost reduction. Known for exceptional problem-solving and customer service management skills, fostering a culture of excellence and positive employee development. And personally, I just love working retail working with all the customers and my team members. The only reason I am leaving Big Lots is because our company is shutting down my true dedication to them has been my life for the last several years and do not want to leave retail behind. I love my customers and everything that retail entails. I love mentoring my team trying to get them to where they want to be. If it’s a career in retail like myself show them the ropes always learning new ways of doing things up for a challenge. My main goal is to always make our Customer and our company proud.
Overview
4
4
years of professional experience
Work History
Service Manager
Big Lots
02.2024 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Open and closed the store, acting MOD on duty, following all policies and procedure
- Did sales and pricing audit and inventory
- Also did weekly store cycle counts and weekly store walks, and hazmat reports
Freight Processing Manager
Big Lots
03.2021 - 02.2024
- Promoted safe working practices to maintain compliance with established policies and procedures.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Implemented cost reductions and developed reporting procedures and systems resulting in 80% cost savings.
- Implemented workflow processes and pre-production of Type product by analyzing production reports.
- Created production schedules to effectively fulfill production plans and meet process goals.
- Analyzed and compiled Type data to continuously optimize processes.
- Fostered safe and clean work environment by educating and directing team on control points, equipment and resources.
- Managed budgetary constraints, optimizing costs while maintaining high-quality output standards.
- Led cross-functional teams to achieve project goals, fostering a cohesive work environment focused on collaboration.
- Ensured compliance with industry regulations, maintaining comprehensive documentation and adhering to best practices throughout the organization.
- Evaluated and assessed employee performance to meet production and data targets.
- Managed high-volume workloads effectively to meet strict deadlines, prioritizing tasks based on urgency and importance.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Opened and closed the store acting MOD on duty
- Using our STS calculator to figure out the product count and utilizing our calculator for our freight processing team to insure unloading and stocking was done in a timely manner
Education
GED - Diploma
Edgecombe Community College
Tarboro, NC03.2008
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Customer service
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Trustworthy and honest
- Employee relations
- Quality assurance
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Employee supervision
- Outgoing and energetic
- Service scheduling
- Operational efficiency
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
Timeline
Service Manager
Big Lots
02.2024 - Current
Freight Processing Manager
Big Lots
03.2021 - 02.2024
GED - Diploma
Edgecombe Community College
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