Emily Harkins-Holliday
Odessa,TX
Summary
Dynamic leader with a proven track record at Target, adept in relationship management and problem-solving abilities. Excelled in enhancing customer service and team collaboration, significantly improving customer experience. Skilled in employee coaching and complaint resolution, driving operational excellence and team morale.
Overview
12
12
years of professional experience
Work History
Service and Engagement Team Lead
Target
Odessa , TX
10.2022 - Current
- Ensured excellent customer experience for every individual encountered.
- Oversee fulfillment operations and ensure quality of all orders are up to company standards.
- Observe guest advocates
- Create schedules that match our business needs.
- Recruited team members while ensuring alignment with company's standards.
- Ensured high morale across the team.
- Setting planograms.
- Answering guest complaint calls and surveys.
- Develop daily workload plans and identify which team members will support needs.
- Ensured seamless execution of banking tasks throughout the day.
- Established clear goals for the team that aligned with company objectives.
- Completed day-to-day duties accurately and efficiently.
- Operated equipment and machinery according to safety guidelines
- Monitored store sales and metrics to determine weekly business needs.
- Worked alongside team members to provide necessary support.
Fulfillment Team Leader
Target
Odessa , Texas
05.2021 - 10.2022
- Supervised and guided fulfillment team members during order picking and packing processes.
- Monitored fulfillment metrics ensuring compliance with company standards.
- Coordinated with various departments to troubleshoot and fix internal challenges.
- Ensured premium quality in packed orders.
- Collaborated with UPS to ensure timely dispatch of packages.
- Monitored performance metrics such as turnaround times, fill rates, accuracy rates.
- Oversaw day-to-day operations within the warehouse including safety protocols and equipment maintenance.
- Collaborated with other departments to develop long-term solutions that improve customer service experience.
- Managed relationships with customers and carriers to ensure smooth delivery operations.
- Provide guest service while working on the sales floor.
- Train all new onboarding team members in fulfillment.
- Oversee break scheduling.
- Tracked team member attendance status regularly.
Customer Experience Manager
Michaels Arts and Crafts
Odessa, Texas
05.2013 - 04.2021
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Monitored customer service performance metrics and created reports for senior management review.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Facilitated organization of scheduled arts and crafts classes.
- Hosted Birthday parties for kids in our classroom.
- Scheduling to business needs weekly.
- Plan weekly workload with store manager.
- Arranged product displays and completed inventory placement.
- Hiring and onboarding.
- Scheduled and conducted interviews for prospective employees.
- Managed inventory control processes to maintain optimal stock levels.
- Assisted store manager in managing day-to-day business activities.
- Processed custom framing requests and executed production tasks.
- Secured higher sales through strategic upselling at custom framing counter.
- Directed weekly truck unloading operations.
Education
Some College (No Degree) - Physical Therapy
Howard College
Big Spring Skills
- Brand awareness
- Relationship management
- Client engagement
- Merchandise upselling
- Promotional support
- Refunds processing
- Multi-line phone systems
- Customer relationship management (CRM)
- Team collaboration
- Rapport building
- Order processing
- Teamwork skills
- Brand representation
- Problem-solving abilities
- Route management
- Relationship building
- Customer service
- Money handling
- Professional phone voice
- Goal setting
- Shipping and receiving
- Verbal and written communication
- Multitasking Abilities
- Employee coaching
- Adaptability
- Self motivation
- Complaint resolution
Timeline
Service and Engagement Team Lead
Target
10.2022 - Current
Fulfillment Team Leader
Target
05.2021 - 10.2022
Customer Experience Manager
Michaels Arts and Crafts
05.2013 - 04.2021
Some College (No Degree) - Physical Therapy
Howard College
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