Summary
Overview
Work History
Education
Skills
Timeline
Generic

Denise Malson

Auburndale,FL

Summary

Results-driven Front End Coach with expertise in customer service management, team leadership, and conflict resolution. Highly skilled in cash management. Effective communicator known for enhancing team performance and customer satisfaction.

Overview

32
32
years of professional experience

Work History

Frontend Coach

Walmart
Plant City, FL
10.2023 - 08.2024
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Recruited and hired qualified candidates to fill open positions.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Frontend Coach

Walmart
Greeley, CO
12.2021 - 10.2023

GM Team Lead

Walmart
GREELEY, CO
01.2019 - 12.2021
  • Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Ensured compliance with all safety regulations in the workplace.
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with customers.
  • Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
  • Followed safety protocols and company processes and procedures.
  • Executed targeted merchandising and promotional plans to meet department sales goals.
  • Delegated work to staff, setting priorities and goals.
  • Supervised, trained, and developed team members, enhancing their performance and professional growth.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Backroom Supervisor

Walmart
Greeley, CO
02.2015 - 01.2019
  • Assisted in training and developing new backroom team members.
  • Supervised daily operations of the backroom staff, delegating tasks as needed.
  • Ensured accuracy and efficiency of merchandise receiving and stocking processes.
  • Performed routine maintenance checks on equipment used in the backroom area.
  • Collaborated with Store Manager and other department supervisors regarding special projects or promotions.
  • Adhered to established safety protocols when handling hazardous materials or operating machinery.
  • Unloaded incoming trucks and stocked merchandise in correct storage areas.
  • Kept stockroom clean and neat for maximum productivity.
  • Participated in store recovery to keep merchandise displays neat and organized.
  • Managed backroom operations and ensured compliance with company policies and procedures.
  • Developed strategies to improve efficiency in the backroom, including workflow processes and inventory control systems.
  • Provided support for other areas of store operations as needed such as stocking shelves or assisting customers at checkout counters.
  • Analyzed sales trends to ensure appropriate amounts of merchandise were stocked in each location throughout the store.
  • Directed associates on how best to utilize space within the backroom while also maximizing efficiency.
  • Supervised staff performance, provided feedback and coaching when needed, and documented employee progress.
  • Arranged receipt and lock-up of controlled items such as liquor, cigarettes and pharmacy inventory.
  • Coordinated timely handling of cardboard and trash to keep backroom areas neat.
  • Protected cold food chain and product integrity for optimal product handling and sales.
  • Delegated work to staff, setting priorities and goals.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Zone Merchandise Supervisor

Walmart
Greeley, CO
01.2010 - 02.2015
  • Developed and implemented merchandising strategies to increase sales volume.
  • Conducted regular store visits to ensure compliance with standards for product presentation, inventory management, and customer service.
  • Created daily work schedules for staff according to store traffic trends and business objectives.
  • Trained new team members on retail operations procedures and policies.
  • Monitored store performance metrics such as sales revenue, gross margin, shrinkage, and customer satisfaction ratings.
  • Resolved customer complaints promptly and professionally.
  • Assisted in developing plans for seasonal markdowns or clearance sales events.
  • Executed multiple projects simultaneously, coordinating, and prioritizing tasks.
  • Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used Point of Sale register system to complete transactions.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.

Bakery Department Manager

Walmart
Greeley, CO
04.2005 - 01.2010
  • Monitored inventory levels of ingredients, equipment, and supplies to maintain adequate stock while minimizing waste.
  • Developed and implemented strategies to improve customer service standards, ensure efficient operations, and maximize profits.
  • Trained bakery staff on proper handling of food products, safety protocols, and customer service techniques.
  • Organized weekly schedules for bakers, cake decorators, and other personnel according to workloads and staffing needs.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Supervised daily production activities including baking, icing, decorating cakes, cookies.
  • Ordered necessary ingredients from suppliers based on upcoming orders or projected demand.
  • Created custom cakes for special occasions such as weddings, birthdays, and anniversaries.
  • Mixed colors and flavors of frosting to create desired aesthetic effects on cakes.

Customer Service Manager/Cashier

Walmart
Greeley, CO
11.1999 - 04.2005
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Issued receipts, refunds, credits or change due to customers.
  • Answered customer inquiries regarding store policies and procedures.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Identified discrepancies between actual count and register balance; made corrections accordingly.
  • Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
  • Followed company security procedures for handling large sums of money.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Maintained accurate cash balances and reconciled discrepancies.
  • Processed incoming payments, including checks and electronic fund transfers.
  • Compiled daily transaction reports for review by management.
  • Verified the accuracy of cash drawer contents at beginning and end of shift.
  • Prepared bank deposits in accordance with established procedures.
  • Conducted regular audits of cash drawers to ensure compliance with company policies and procedures.
  • Resolved customer inquiries related to payments, refunds, and other financial matters.

Frontend Associate

Target
Greeley, CO
08.1992 - 10.1999
  • Processed customer transactions and provided excellent customer service.
  • Assisted in organizing merchandise displays on the sales floor.
  • Maintained a clean, organized and inviting store environment.
  • Answered incoming calls promptly, providing accurate information about products and services.
  • Utilized point-of-sale system to process cash, credit card, check and gift card payments.
  • Performed daily opening and closing procedures according to standard operating procedures.
  • Processed payments, reconciled accounts and made bank deposits.
  • Verified cash drawer, counted money and balanced receipts.
  • Handled customer transactions with accuracy and efficiency.
  • Reconciled all sales at end of shift to ensure accuracy of funds received from customers.

Education

High School Diploma -

Greeley West High School
Greeley, CO
06-1992

Some College (No Degree) - Education

University Northern Colorado
Greeley, CO

Some College (No Degree) - Business Administration And Management

Unversity of Arizona
Online

Skills

  • Customer Service
  • Time Management
  • Cash Handling Accuracy
  • Conflict Management
  • Employee engagement
  • Customer Engagement
  • Recruiting and Hiring
  • Staff Hiring and Retention

Timeline

Frontend Coach

Walmart
10.2023 - 08.2024

Frontend Coach

Walmart
12.2021 - 10.2023

GM Team Lead

Walmart
01.2019 - 12.2021

Backroom Supervisor

Walmart
02.2015 - 01.2019

Zone Merchandise Supervisor

Walmart
01.2010 - 02.2015

Bakery Department Manager

Walmart
04.2005 - 01.2010

Customer Service Manager/Cashier

Walmart
11.1999 - 04.2005

Frontend Associate

Target
08.1992 - 10.1999

High School Diploma -

Greeley West High School

Some College (No Degree) - Education

University Northern Colorado

Some College (No Degree) - Business Administration And Management

Unversity of Arizona

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Denise Malson