Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Claudia Roche

Jersey City

Summary

Proven leader with extensive experience at CBD Kratom, adept in customer relationship management and inventory management. Excelled in fostering team motivation and enhancing customer satisfaction, leading to significant sales growth. Skilled in conflict resolution and staff training, consistently achieving and surpassing sales targets through strategic planning and effective team leadership.

Overview

25
25
years of professional experience

Work History

Assistant Manager

CBD Kratom
04.2022 - 01.2025
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
  • Developed marketing strategies to attract new customers, increasing foot traffic.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Developed detailed plans based on broad guidance and direction.
  • Launched quality assurance practices for each phase of development
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Customer Service Representative

Best Buy
11.2009 - 04.2022
  • 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 strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained staff on operating procedures and company services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and provided backup support for organizational leadership.
  • Sought ways to improve processes and services provided.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Participated in training programs to enhance product knowledge and customer service skills.

Head Cashier

Nautica Retail
04.2000 - 03.2009
  • Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
  • Educated employees on register use, merchandising, and customer service.
  • Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
  • Led cashiers and associates in providing thoughtful customer service.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
  • Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
  • Processed both cash and card purchases and returns.
  • Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.
  • Facilitated and logged store opening, closing, and shift changes.
  • Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
  • Implemented loss prevention strategies by vigilantly monitoring transactions and identifying potential theft risks.
  • Contributed to store promotions by informing customers of available discounts or special offers at checkout.
  • Helped management develop employee improvement plans and motivate team members to continually improve.
  • Managed cash drawer accuracy and security, minimizing discrepancies through meticulous cash handling and record-keeping.
  • Coordinated with management team to develop and implement customer loyalty programs.
  • Addressed technical issues at checkout, minimizing downtime and maintaining smooth operation.
  • Improved customer satisfaction with prompt and courteous service, resolving complaints and inquiries with empathy and professionalism.
  • Implemented promotional strategies to increase sales, effectively communicating offers to customers.
  • Restocked and organized merchandise in front lanes.
  • Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
  • Operated POS cash register and equipment to collect payments.
  • Trained team members on cash register operation and cash handling.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Communicated with customers and team members to solve problems.
  • Processed refunds and exchanges in accordance with company policy.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Assistant Store Manager

Carlton Cards
03.2005 - 06.2008
  • 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.
  • 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.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Created and maintained safe and secure work environments for employees.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Assistant Manager

Vitamin World
10.2003 - 01.2005
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Cashier

Bally's Shoes
10.2003 - 01.2004
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Addressed customer needs and made product recommendations to increase sales.
  • Used POS system to enter orders, process payments and issue receipts.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Operated cash register to record transactions accurately and efficiently.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Set up new sales displays each week with fresh merchandise.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.

Key Holder

Oneida
05.2000 - 10.2003
  • Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
  • Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Managed store personnel by delegating tasks and supervising daily operations.
  • Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
  • Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Mentored junior staff members, helping them develop their skills to advance within the company successfully.
  • Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
  • Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
  • Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
  • Educated staff on strategies for handling difficult customers and challenging situations.

Education

Basic Skills - Basic Skills

Hudson County Community College
Jersey City, NJ

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Problem-solving
  • Team motivation
  • Staff training and development
  • Goal setting
  • Task delegation
  • Conflict resolution
  • Team building
  • Sales strategies
  • Customer relationship management (CRM)
  • Coaching and mentoring
  • Product and service sales
  • Inventory management
  • Closing oversight
  • Customer service and satisfaction
  • Active listening
  • Multitasking
  • Work Planning and Prioritization

Languages

Creole
Native or Bilingual

Timeline

Assistant Manager

CBD Kratom
04.2022 - 01.2025

Customer Service Representative

Best Buy
11.2009 - 04.2022

Assistant Store Manager

Carlton Cards
03.2005 - 06.2008

Assistant Manager

Vitamin World
10.2003 - 01.2005

Cashier

Bally's Shoes
10.2003 - 01.2004

Key Holder

Oneida
05.2000 - 10.2003

Head Cashier

Nautica Retail
04.2000 - 03.2009

Basic Skills - Basic Skills

Hudson County Community College

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Claudia Roche