Summary
Overview
Work History
Education
Skills
Corporate Recognition at two jobs!!!
Timeline
Generic

Elizabeth Tosh

henrico,va

Summary

Dynamic manager with a proven track record at The UPS Store Inc., excelling in team leadership and customer service. Enhanced operational efficiency through strategic planning and conflict resolution, resulting in improved employee morale and customer satisfaction. Skilled in budget control and performance management, fostering a high-performing team environment.

Overview

17
17
years of professional experience

Work History

Manager

The UPS Store Inc.
10.2023 - 08.2025
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Improved safety procedures to create safe working conditions for workers.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Improved marketing to attract new customers and promote business.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Service Technician

The UPS Store Inc.
02.2016 - 10.2023
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
  • Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.

Assistant Manager

Build A Bear Workshop Inc
06.2013 - 05.2014
  • 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.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.

Assistant Manager

The Body Shop, Store
10.2011 - 04.2013
  • 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.
  • 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.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Sales Associate

Macy's
10.2010 - 08.2011
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Collaborated with team members to achieve monthly sales targets.
  • Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
  • Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
  • Increased customer loyalty with personalized shopping experiences and attentive service.

Sales Associate

The Body Shop, Store
06.2008 - 10.2009
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.

Education

High School Diploma -

Discovery Academy
Provo, UT
06-2015

High School Diploma -

Discovery Academy
Provo, UT
06-2005

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Operations management
  • Project management
  • Cross-functional teamwork
  • Project planning
  • Customer relationship management (CRM)
  • Performance management
  • Shift scheduling
  • Sales techniques
  • Policy implementation
  • Conflict resolution
  • Schedule preparation
  • Business administration
  • Marketing
  • Budget control
  • Emergency response
  • Expense tracking
  • Safety procedures
  • Employee onboarding
  • Data analysis
  • Change management
  • Vendor management
  • Competitor research
  • Regulatory compliance
  • Computer skills
  • Positive attitude
  • Adaptability and flexibility
  • Attention to detail
  • Customer relationship management
  • Good judgment

Corporate Recognition at two jobs!!!

The Body Shop- "excellent product and history knowledge." corporate visitor to our location.


AC Moore- "Lowest coupon rate, highest customer compliments called into Corporate"- This was a store wide appreciation meeting

Timeline

Manager

The UPS Store Inc.
10.2023 - 08.2025

Service Technician

The UPS Store Inc.
02.2016 - 10.2023

Assistant Manager

Build A Bear Workshop Inc
06.2013 - 05.2014

Assistant Manager

The Body Shop, Store
10.2011 - 04.2013

Sales Associate

Macy's
10.2010 - 08.2011

Sales Associate

The Body Shop, Store
06.2008 - 10.2009

High School Diploma -

Discovery Academy

High School Diploma -

Discovery Academy

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