Elizabeth Vance
Omak,WA
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
17
17
years of professional experience
Work History
Manager and Hairstylist
Gill salons
Omak, Washington
08.2017 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed business performance data and forecasted business results for upper management.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Analyzed market trends and competitor activity to inform business strategy.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and trained new employees to meet job requirements.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Delegated work to staff, setting priorities and goals.
- Trained employees on additional job positions to maintain coverage of roles.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored staff performance and addressed issues.
- Managed inventory levels to meet demand without overstocking, reducing waste.
Sales Associate
Target
Gurnee, Illinois
03.2016 - 06.2017
- Conducted product demonstrations to highlight features and benefits.
- Collected payments and provided accurate change.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Handled returns and exchanges according to company policies.
- Organized stockroom shelves according to size, color or style.
- Received and displayed product shipments on store retail shelves upon delivery.
- Answered store and merchandise questions and led customers to wanted items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Restocked shelves as needed to ensure sufficient inventory levels.
Customer Service Representative
Discover Card Financial Services
West Valley City, Utah
08.2008 - 02.2016
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Surpassed sales goals through implementation of successful marketing strategies.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained a high level of professionalism when dealing with difficult customers.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Associate of Applied Science -
Spokane Community College
Spokane, WA06-2006
Skills
- Marketing
- Revenue management
- Business planning
- Sales management
- Brand management
- Coaching and mentoring
- Complex Problem-solving
- Shift scheduling
- Documentation and reporting
- Clear communication
- Risk management
- Disciplinary techniques
- Expectation setting
- Time management
- Expense tracking
- Budget control
- Customer relationship management (CRM)
- Verbal and written communication
- Skype
- Product management
- Recruiting and interviewing
- Cross-functional team management
- Policy and procedure development
- Inventory management
- Conflict resolution
- Staff development
- Employee onboarding
- Sales techniques
- Staff training and development
- Team leadership
- Staff management
- Customer service
Timeline
Manager and Hairstylist
Gill salons
08.2017 - Current
Sales Associate
Target
03.2016 - 06.2017
Customer Service Representative
Discover Card Financial Services
08.2008 - 02.2016
Associate of Applied Science -
Spokane Community College