Felicia Mayes
Riverbank,CA
Summary
Experienced in troubleshooting complex technical issues to ensure smooth operations. Utilize effective communication and problem-solving skills to promptly resolve user concerns. Possess knowledge of customer service principles and support tools, fostering positive user experiences.
Overview
19
19
years of professional experience
Work History
BDC Support Specialist
Lowe's HIW
03.2022 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Collaborated with cross-functional teams such as XDT's and Stores to develop and implement effective support strategies.
- Utilized programs to detect inventory discrepancies and correct to reduce shrink. During one inventory, finding one column minimized to help reduce our false over $1,000,000 shrink number down to where it needed to be .0008% which was just over $5,000.
Sales Specialist Millworks
Lowe's HIW
05.2021 - 03.2022
- Built rapport with customers and assessed needs to make product recommendations and upsell .Customer wasn't sure to buy after bad experience with other sales person. I took charge answering all her questions, concerns and closed a $100,000 sale.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns. The 100,000 sale that closed went smoothly due to the communications between vendor,myself, and the contractors. Keeping the customer in loop at all stages helped minimize her concerns
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
Night Supervisor
Lowe's HIW
04.2020 - 05.2021
- Developed strong relationships with 10 staff members through effective communication and leadership efforts.
- Collaborated with 5 daytime supervisors to develop strategies for improved freight efficiency across all shifts.
- Facilitated smooth shift transitions by maintaining open communication between day and night teams.
- Managed inventory control, ensuring adequate supplies were available for nightly operations.
Sales Specialist Millworks
Lowes HIW
01.2015 - 04.2020
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
Department manager outside garden
Lowe's HIW
12.2012 - 01.2015
- Duties include running a team of 4 other individuals to maintain the needs of customers and the inventory/sales numbers in a department that averages 2 million in sales a year.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
Department manager tools and hardware
Lowe's HIW
12.2011 - 12.2012
- Duties include running a team of six individuals in two departments to complete tasks on time, work to meet sales goals, and work as a team to keep the departments running smoothly
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
Garden Customer Service Associate
Lowe's HIW
10.2008 - 12.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Receiving and Return to Manufacture Clerk
Lowe's HIW
05.2006 - 10.2008
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
Education
Graphics Design Certificate - Web and Graphic Design
Institute of Technology
Modesto, CA04.2011
Skills
- Relationship building
- Error detection
- Excel
- Access database
- Blue Zone Mainframe
- Microsoft office suite 365
- My Red Vest
- SCIS UI
- Remote support to Stores and XDT's
- Problem-solving
- Incident management
- Data compiling
Accomplishments
Deans list 6 times
Employee of the month
Smart awarded stars 15 times to gold status
Certificate in High school most likely to succeed
Timeline
BDC Support Specialist
Lowe's HIW
03.2022 - Current
Sales Specialist Millworks
Lowe's HIW
05.2021 - 03.2022
Night Supervisor
Lowe's HIW
04.2020 - 05.2021
Sales Specialist Millworks
Lowes HIW
01.2015 - 04.2020
Department manager outside garden
Lowe's HIW
12.2012 - 01.2015
Department manager tools and hardware
Lowe's HIW
12.2011 - 12.2012
Garden Customer Service Associate
Lowe's HIW
10.2008 - 12.2011
Receiving and Return to Manufacture Clerk
Lowe's HIW
05.2006 - 10.2008
Graphics Design Certificate - Web and Graphic Design
Institute of Technology
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