Felicia DENNY
Nicholasville,KY
Summary
Customer-oriented store manager overing over ten years of experience in retail operations sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains and develops and manages team of store associates and assistant managers.
Focused store manager versed in all aspects of running retail establishment, including opening and closing procedures, banking, merchandising and recruiting. Keeps operations efficient, productive, and on-track to consistently meet and exceed expectations. sales expert with unparallel communication and relationship-building talents.
Overview
12
12
years of professional experience
Work History
Office Assistant
imperial recovery
Lexington, KY
06.2023 - Current
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Performed data entry tasks into various computer systems accurately and efficiently.
- input information in a recovery data base
- Skip work.
- Clean out vehicles, release vehicles to transporters, and debtors.
- Office paperwork, file maintenance.
Store Mananger
Acceptance Now
Lexington, KY
05.2024 - 06.2024
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawer, produced staffing schedules, and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced scales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Resolved customer problems by investigating issues, answering questions, and building rapport.
- Strengthened work flow productivity by hiring, managing, and developing top talent.
- Exceeded team goals and resolved issues by implementing customer service initiatives.
- Collections calls managing account to fix any further issues. Processing payments over the phone and in person.
Customer Service Representative
double action gun and pawn
Nicholasville, KY
05.2018 - 05.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately inputted information into electronic systems.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
- Analyzed customer activity to promote a safe and secure environment.
- Made outbound calls to obtain account information.
- Answered incoming telephone calls, provided store products and services information.
- Upsold products and services to address customer needs and maximize sales.
- Improved customer services to address customer needs and maximize sales.
- Improved customer service wait times to mitigate complaints.
- upheld privacy and security requirements for customer information
Hotel Front Desk Receptionist
Holiday Inn Hotel Sandton
Nicholasville, KY
11.2016 - 06.2018
- Responded to customer complaints and addressed issues promptly and professionally.
- Handled payment processing and provided customers with receipts, proper bills, and change.
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Responded to inquiries and room requests online, by phone, or by email.
- Responded to inquiries and room service requests made online, by phone, or by email.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Pointed out property details and guided guests to dining areas, pool, spa, and fitness center.
- Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
- Scheduled and confirmed appointments.
- Answered and directed incoming incoming calls using multi-line telephone system
- processed payments and updated accounts to reflect balance changes
Store Clerk
bypass liquor
Nicholasville, KY
06.2015 - 06.2016
- Monitored work areas for cleanliness and functionality, and removed obstacles for safety.
- Address customer complaints with knowledgeable and speedy support to maximize satisfaction.
- Inspected deliveries, replenished shelves, and stored excess products to keep on top of stock management tasks.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Received deliveries, scanned packages, and updated orders in the international database.
- Identified defective, incorrect, or missing merchandise and promptly reported it to the supervisor.
- Identified safety hazards and notified management to determine proper resolution.
Store Manager
Big Eagle Services
Nicholasville, KY
06.2014 - 06.2015
- Delivered excellent customer service and adhered to standard practices to maximize shrinkage.
- Processed daily paperwork, balanced register drawers, produced and prepared deposits.
- Managed inventory tracking and inventory counts to minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules.
- Processed daily paperwork, balanced register drawer, produced staffing schedules, and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced scales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Resolved customer problems by investigating issues, answering questions, and building rapport.
- Strengthened work flow productivity by hiring, managing, and developing top talent.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Prepared weekly schedules to verify proper floor coverage, in accordance with fiscal guidelines.
Sales Manager
Rent A Center
Nicholasville, KY
03.2012 - 06.2014
- Exceeded sales goal and improved profitability by aligning sales strategies and business plans with market trends.
- maintained a professional network of potential clients and business opportunities.
- Boosted team morale and overall sales volume by creating employee incentive sales contests.
- Partnered with marketing team to align sales strategy with brand messaging across communication channels.
- Tracked monthly sales to generate reports for business development planning.
- Achieved company growth for several consecutive years through market expansion and sales.
Education
High School Diploma -
The Providence High School
Nicholasville, KY06-2007
Skills
- cash management
- recruiting and hiring
- payroll management
- employee supervision and motivation
- verbal and written communications
- customer service
- sales strategies
- documentation and reporting
- policies and procedures multitasking and organization
- shift scheduling
- team building and leadership
- store opening and closing
- store tracking
- assignment delegation
- quality assurance
- staff development
- hiring and onboarding
- customer service management
- decision making
- goal setting
Timeline
Store Mananger
Acceptance Now
05.2024 - 06.2024
Office Assistant
imperial recovery
06.2023 - Current
Customer Service Representative
double action gun and pawn
05.2018 - 05.2019
Hotel Front Desk Receptionist
Holiday Inn Hotel Sandton
11.2016 - 06.2018
Store Clerk
bypass liquor
06.2015 - 06.2016
Store Manager
Big Eagle Services
06.2014 - 06.2015
Sales Manager
Rent A Center
03.2012 - 06.2014
High School Diploma -
The Providence High School
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