Frances Nelson
Winder,GA
Summary
Dedicated professional with a history of operational efficiency, team management, and customer service excellence, resulting in increased revenue and employee retention. Exceptional customer service is my hallmark. I have a strong background in retail store management, overseeing operations, employees, inventory planning, loss prevention, visual merchandising, and sales. Skilled in relationship-building and human resources, I have a proven track record of working collaboratively with organizations to recruit, onboard, and place support staff. As a resourceful manager, I offer a history of success in coordinating and monitoring operations across various departments. I am an effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with a hardworking mentality, I strive to maintain the quality of services and products.
Overview
15
15
years of professional experience
Work History
Office Manager
Massey Services
2021.04 - Current
- Customer Service: Answer incoming customer calls in a courteous and professional manner, resolving inquiries, requests, billing questions, and scheduling service.
Welcome prospective new customers and provide information about services.
Conduct a high volume of outbound calls to ensure customer satisfaction, confirm service appointments, and collect overdue payments.
- Administrative Responsibilities: Prepare daily operating reports, bank deposits, and process accounts payable vouchers.
Update customer account information and maintain accurate records.
Handle accounts payable, human resource paperwork, and payroll processing.
Ensure compliance with company policies during new hire orientation and other HR activities.
Facilitate month-end processing and oversee the timely processing of damage and workers' compensation claims.
- Achievements: Recognized as Administrator of the Year for East Georgia in 2022
Assistant Team Leader-Service (Assistant Manager)
Big Lots Stores, Inc.
2017.06 - 2021.04
- Directed customer service operations and led a team to exceed store performance goals
- Formulated strategic plans and utilized corporate tools for continuous improvement
- Managed furniture department operations, including Lease to Purchase and merchandising
- Recruited, trained, and evaluated associates, maintaining adherence to company standards
- Functioned as Manager on Duty, resolving customer service issues and leading floor associates
- Lead, coached, and developed team members to consistently achieve corporate goals and objectives
- Accountable for all functional areas of the store, including financial performance, execution of company incentives, inventory control, and compliance with company standards
- Delegated tasks to other leaders and supervised, trained, and coached them to accomplish store goals.
Personnel Supervisor
ProLogistix
2015.10 - 2017.04
- Managed client relationships, recruited, screened, and scheduled staff for multiple client locations
- Placed over 800 employees, with 40% transitioning to full-time employment
- Enhanced temporary staff retention by 50%, represented the company at off-site recruiting events
- Documented data, assisted with office functions, and utilized CRM, MS Products, and ADP.
Operations Manager, Multiple Store Locations
Big Lots Stores, Inc.
2009.04 - 2015.10
- Streamlined store operations, led employee training, visual merchandising, and vendor relations
- Orchestrated front and back-of-store management, optimizing layout planning and efficiency.
Education
High School Diploma -
Norcross High School
Norcross, GASkills
- Exceptional Customer Service
- Team Management and Collaboration
- Employee Recruitment, Training, and Development
- Relationship Building
- Problem Solving
- Operational Efficiency
- Microsoft Office Suite (Word, Outlook, Excel)
- Mac and PC Proficiency
- Leadership
- Human Resources
- Visual Merchandising
- Energetic and Enthusiastic Team Player
- Scheduling and calendar management
Volunteer and Additional Experience
- Youth Recreation League Volunteer: Contributed 19 years to the youth recreation league, including roles as a cheerleading coach for teams of up to 36 members and team mom for football, baseball, cheerleading, and softball teams.
Held board member positions, including Secretary and Vice President of Equipment.
Honored with the Shorty Howell Award for exceptional sacrifices and dedication.
- Wedding Coordination and Management: Manage a part-time wedding coordination business, specializing in orchestrating flawless events.
Expertly unite vendors, family, and wedding parties to ensure seamless and memorable celebrations.
Oversee all aspects of wedding planning, delivering outstanding service and creating unforgettable experiences for couples and their guests.
Timeline
Office Manager
Massey Services
2021.04 - Current
Assistant Team Leader-Service (Assistant Manager)
Big Lots Stores, Inc.
2017.06 - 2021.04
Personnel Supervisor
ProLogistix
2015.10 - 2017.04
Operations Manager, Multiple Store Locations
Big Lots Stores, Inc.
2009.04 - 2015.10
High School Diploma -
Norcross High School
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