Dayja A Merritt
Norfolk,VA
Summary
A dynamic leader with a proven track record at Madame Tussauds, I excel in fostering team collaboration and driving performance improvement. Skilled in customer service and critical thinking, I have significantly enhanced customer satisfaction and operational efficiency. My approach combines strong people management with effective problem-solving, achieving notable success in high-pressure environments.
Developed in fast-paced retail environment, focusing on team leadership and operational efficiency. Skilled in resource management and customer service excellence, seeking to transition into new field. Eager to leverage transferrable skills to contribute to new and challenging role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager
Rent A Center Warehouse & Retail Store
03.2024 - 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.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- 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.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Increased sales through effective merchandising strategies and targeted promotions.
Team Leader
Madame Tussauds
03.2023 - 01.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
Customer Service Representative
Cox Communications
02.2020 - 03.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Shift Leader
Food Lion
01.2018 - 03.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforced company policies and regulations with employees.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
Education
Bachelor - Psychology
Tidewater Community College
Norfolk, VA01-2027
High School Diploma -
Hopewell High School
Hopewell, VA03-2017
Skills
- Customer service
- Attention to detail
- Critical thinking
- Positive attitude
- Customer service focus
- Team leadership
- People management
- Documentation and reporting
- Training assistance
- Computer proficiency
- Performance improvement
- Complaint handling
- Problem-solving
Certification
- First Aid Certification
- ServSafe Food Handler's Certification
- OSHA Certified
- CPR/AED Certification
- VA Driver's License
Timeline
Assistant Manager
Rent A Center Warehouse & Retail Store
03.2024 - 01.2025
Team Leader
Madame Tussauds
03.2023 - 01.2024
Customer Service Representative
Cox Communications
02.2020 - 03.2022
Shift Leader
Food Lion
01.2018 - 03.2020
- First Aid Certification
- ServSafe Food Handler's Certification
- OSHA Certified
- CPR/AED Certification
- VA Driver's License
Bachelor - Psychology
Tidewater Community College
High School Diploma -
Hopewell High School
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