Courtney Finley
University Place,WA
Summary
Accomplished Assistant Manager skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Pro Sales Services Manager
Floor And Decor
Bremerton, WA
12.2023 - Current
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Managed team of service technicians for optimal performance, resulting in increased productivity and reduced response times.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored inventory levels and placed orders to replenish stock.
- Met with and canvased area to drive business and promote business.
Assistant Store Manager of Specialty Sales
Lowe's Home Improvement
Lakewood, WA
10.2021 - 10.2023
- Manage team of Sales Specialist assisting in driving sales in specialty departments
- Oversee daily responsibilities and follow-up with install program and processes
- Work with vendors and installers in store as well as on site to complete install
- Set up and successfully drive sales program
- Created a sales culture driving key metrics
- Oversee training and safety programs
- Interview new talent
- Conduct daily sales meetings
- Manage inventory processes
- Field customer complaints
- Drive warranty and credit card programs
- Work within the departments and store to help overcome obstacles.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Consistently met or exceeded individual sales goals while contributing to overall store success.
- Identified opportunities for upselling complementary items during interactions with clients.
- Used in-store system to locate inventory and place special orders for customers.
Assistant Store Manager of Merchandising
Lowes Home Improvment
Lakewood, WA
04.2019 - 10.2021
- Merchandise to store planograms, set and execute store, district, and regional plays.
- Make key decisions based on the needs of the customer as well as what is in the best interest of the company
- Work in the store to help drive a sales culture while driving metrics and helping complete daily duties
- Conduct safety meeting
- Manage opening and closing procedures
- Field customer complaints
- Drive warranty and credit card programs.
- Improved customer satisfaction by providing exceptional service and promptly addressing concerns.
- Collaborated with store management to develop effective merchandising strategies, optimizing product placement and sales performance.
- Maintained a clean and organized store environment by enforcing strict standards for cleanliness and organization.
- Contributed to the achievement of sales targets by effectively managing merchandise replenishment and stock levels.
- Assisted in the recruitment, hiring, and onboarding of new team members, fostering a productive work environment.
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Provided ongoing coaching to team members, empowering them to excel in their roles while driving overall store performance.
- Supported the Store Manager in all aspects of store operations as needed, maintaining optimal efficiency and customer satisfaction.
- Cultivated strong relationships with vendors to maintain and improve levels of customer service.
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods.
- Identified opportunities to reduce lead times and improve inventory management.
- Assessed areas of service concern and developed improvement plans.
Additional Postions
Lowes Home Improvment
Lacey, WA
03.2011 - 04.2019
- Handled customer inquiries and resolved issues promptly, maintaining a positive shopping experience for all patrons.
- Maintained a well-organized and visually appealing store environment for optimal customer experience.
- Boosted sales revenue through effective upselling and cross-selling techniques.
- Supported store marketing initiatives through participation in promotional events and merchandising activities.
- Educated customers on available financing options, assisting them in making informed purchasing decisions.
- Implemented visual merchandising strategies to optimize product display and attract customer interest.
- Processed transactions efficiently, ensuring accuracy in handling cash payments or credit card authorizations.
- Managed time effectively across multiple responsibilities including stocking shelves balancing registers at the end of each shift.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Informed customers of current store promotions to encourage additional sales purchases.
- Trained new associates on cash register operations, conducting customer transactions, and balancing drawer.
- Issued receipts and processed refunds, credits, or exchanges.
- Helped customers complete purchases, locate items, and join reward programs.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Answered questions about store policies and addressed customer concerns.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders, and pricing needs.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Conducted ongoing staff development to help employees achieve growth within job roles.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Maintained stock to meet expected customer demand.
- Learned duties for various positions and provided backup at key times.
- Served as a liaison between departments, fostering communication and collaboration for seamless operations.
- Assisted manager in all aspects of business operations.
Retail Sales Specialist
Macy's
02.2004 - 04.2011
- Trained on product knowledge of multiple brands to help sale products to the right customer
- Maintain a clean showcase and able to speak to sales goals.
- Increased customer satisfaction by providing expert product knowledge and personalized recommendations.
- Developed strong relationships with customers, resulting in repeat business and loyalty.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Implemented visual merchandising strategies to optimize product display and attract customer interest.
- Utilized strong communication skills to build rapport with customers, fostering long-term connections for sustained business growth.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Increased sales and customer satisfaction through personalized servicing.
Education
High School Diploma -
Curtis High School
University Place, WA06.2003
Skills
- Inventory Control
- Cash Handling
- Supervising Experience
- Microsoft Word
- Loss Prevention
- Payroll
- Interviewing
- Freight Experience
- Planograms
- Time Management
- Employee Orientation
- Leadership
- Guest Services
- Organizational Skills
- Human Resources
- Sales Management
- Mentoring
- Customer Relations
- Pricing and Markdowns
- POS Systems Operations
- Problem-Solving
- Retail Operations
- Assignment Delegation
- Goals and Performance
- Incident Reports
- Vendor Management
- Employee Scheduling
- Operations
- Process Improvements
- Strategic Merchandising
- Workforce Management
- Issue Resolution
- Attention to Detail
- Staff Management
- Sales Strategies
- Order Management
- Conflict resolution
- Analytical thinking
- Project management
- Organizational skills
- Financial reporting
- Team management
- Decision making
- Regulatory Compliance
Certification
CPR Certification
Additional Accomplishments
- Drove successful training programs finishing 1st in the district and region for the year
- Acting store manager for weeks at a time over the last two years
- Highest ranked engagement score for managers in the store per EOS
- Finished with best percentage of 97% involvement score for the district
- Held top two spots in the district regarding specialty sales and store sales to comp and plan
- Awarded best walks and sales presentation for the last two years
- Overseen daily sales activities and overall store processes while store manager is gone, on vacation, or in training
- Set up and conducted meetings in store and attended district training for best sales practices
- Set up a cadence to become one of the top stores in two districts driving leads and sales.
Additional Information
James Oliver Lowe's District Manager
Michigan (360)618-2836
Mandy Cook Lowe's District Specialty and Pro Sales Manager
Washington (360)710-3016
Lisa Frais Lowe's Human Resourses
Lakewood, WA (253)223-6828
April Medlin Michael's Store Manager
Tukwila, WA (562)236-7186
Brandy Spicer Lowe's Store Manager
Renton, WA (253)495-8990
Rico Tamaz Northwestern Wood Works
Centralia, WA (360)529-1991
Timeline
Pro Sales Services Manager
Floor And Decor
12.2023 - Current
Assistant Store Manager of Specialty Sales
Lowe's Home Improvement
10.2021 - 10.2023
Assistant Store Manager of Merchandising
Lowes Home Improvment
04.2019 - 10.2021
Additional Postions
Lowes Home Improvment
03.2011 - 04.2019
Retail Sales Specialist
Macy's
02.2004 - 04.2011
High School Diploma -
Curtis High School