Falone Audrey Djomkam Fokam
Santa Ana,CA
Summary
Dynamic professional with a proven track record at 99 Cents Only Store, excelling in roles from Key Holder to Store Manager. Demonstrated expertise in Microsoft Office Suite and exceptional intercultural communication, achieving a 99% customer satisfaction rating. Skilled in leading teams to surpass sales goals and adept at community volunteering, showcasing a blend of hard and soft skills.
Overview
11
11
years of professional experience
Work History
Mom, Student, UberEats Driver
Self-employeed
Santa Ana, CA
01.2024 - 12.2024
- Delivered goods and services to customers on time and in excellent condition.
- Secured merchandise, avoiding damage during transportation.
- Utilized GPS and maps for efficient route planning.
- Delivered packages to customers in a timely and efficient manner.
- Successfully got my speech-delayed toddler ready for preschool, and spent more time with him working on his speech.
- I took some classes in Human Anatomy, Human Physiology, Microbiology, and Statistics to further my education toward my end goal.
Store Manager
99 Cent Only Store
11.2019 - 01.2024
- Manage receiving of merchandise; organize and maintain proper inventory levels in stores backroom to meet store merchandise scrap and shrink objective
- Train and develop team of 20+ associates on product knowledge, customer service, across multiple operations, and safety protocol
- Lead and motivate a team of associates to ensure store meets its daily sales, profit, and operational goals
- Analyze sales data and trends to take corrective action as needed and implement promotional activities to increase sales and profitability
- Resolve issues and customer complaints escalated to management to achieve quickest resolution
- Maintain accurate records of employee attendance and payroll
- Audit and monitor performance of associates, and their customer interactions in-person and on phone calls to ensure customer is being treated with empathy and timely resolution
- Provide performance feedback to associates regarding call time escalation rates, hold times customer rapport and phone behavior
Assistant Manager
99 Cents Only Store
11.2017 - 10.2019
- Assisted Store Manager in all aspects of store operations, including customer service, merchandising, inventory control, and financial management
- Performed opening and closing procedures to encourage smooth day-to-day store operations and risk mitigation
- Managed inventory and oversaw ordering and receiving of merchandise and rotated overstock and moved back stock to sales floors efficiently
- Train new hires and associates across multiple store operations to promote cross-collaboration, build diverse skill sets, and meet and exceed established goals
- Supervise a team of 20 associates to provide great customer service and resolve customer complaints and inquiries in a timely manner
- Ensure compliance with company policies and procedures
- Drove financial performance by ensuring sales and profit goals were achieved through identifying and delegating responsibilities for employees
Key Holder/Lead Cashier
99 Cents Only Store
03.2014 - 10.2017
- Responsible for daily opening and closing of registers & performing money counts for cash drawers
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate pricing upon purchasing
- Achieved an average of 99% CSAT (customer satisfaction) goal each quarter for the store and maintained a 97% customer satisfaction survey rating
- Drove financial performance by ensuring sales and profit goals were achieved by identifying and sharing responsibilities among employees
- Processed returns, credits, gift cards, and various forms of POS payments for customers and employees
- Communicated daily with management to resolve inquiries about operational procedures, complaints, and escalations
Education
Bachelor of Science - Health Sciences- Community Health
California State University Dominguez Hills
Carson05-2018
Associate of Science - Science, Humanities
Golden West College
Huntington Beach, CA05-2015
Skills
- Microsoft Office Suite
- Intercultural communication
- Deadline driven
- Customer service
- Bilingual in English, French, and some Spanish
- Customer satisfaction
- Team player
- Community volunteering
- Time management
- Fast learner
- Punctuality and work ethic
Languages
French
Native/ Bilingual
Spanish
Limited
Timeline
Mom, Student, UberEats Driver
Self-employeed
01.2024 - 12.2024
Store Manager
99 Cent Only Store
11.2019 - 01.2024
Assistant Manager
99 Cents Only Store
11.2017 - 10.2019
Key Holder/Lead Cashier
99 Cents Only Store
03.2014 - 10.2017
Bachelor of Science - Health Sciences- Community Health
California State University Dominguez Hills
Associate of Science - Science, Humanities
Golden West College
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