Summary
Overview
Work History
Education
Skills
Certification
References
Personal Information
Awards
Timeline
Generic

Heather Avery

Morganton,NC

Summary

I am dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. I am highly committed to maintaining professional relationships to increase profitability and drive business results. I am professionally known for being a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. I am extremely motivated to maintain customer satisfaction and contribute to company success. I tend to be articulate, energetic and results-oriented creating exemplary business growth. My main goal in my career life is to create positive impacts on co-worker, supervisors, customers, and clients.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Shift Lead

Walgreens
02.2023 - 07.2023
  • Preparing 50% of Walgreens bank deposits
  • Suggestive selling Walgreens credit cards
  • Managed approximately daily phone calls from customers.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.
  • Trained new employees on company policies, procedures, and best practices for optimal performance.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
  • Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
  • Established positive rapport with customers and staff members alike through strong communication skills.
  • Mentored team members in professional development activities that ultimately led to promotions within the organization.
  • Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
  • Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
  • Ensured compliance with company policies as well as local health department regulations throughout daily operations.
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Responded to and resolved customer questions and concerns.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Completed cash and credit card transactions accurately using POS software.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.

Customer Service Associate

Lowe's Home Improvement
02.2022 - 02.2023
  • Handling daily returns
  • Streamlined communication with clients for improved service experiences and increased loyalty.
  • Stocking returns promptly in correct store locations.
  • Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
  • Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
  • Keeping customer service desk clean
  • Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Sweeping the floor and wiping down counters
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Contacting third party delivery services for customers
  • Utilized internal software and tools to meet customer needs and resolved issues promptly.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.
  • Worked in cash office
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Assisted in the development of new customer service protocols to improve overall performance metrics.

Shift Leader Associate

Bath & Body Works
07.2020 - 01.2022
  • Informing customers daily on current sale prices, deals, coupon policies, company promotions, bath and body works reward program, and discounts
  • Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
  • Enhanced customer satisfaction by efficiently addressing and resolving support issues.
  • Boosted customer satisfaction by providing exceptional service and product knowledge.
  • Assisting customers shop and encouraging them to try new fragrances out
  • Exceeded sales targets through effective upselling and cross-selling techniques daily.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Creating a positive and productive work environment with fellow co-workers
  • Created eye-catching merchandise displays, resulting in increased foot traffic and sales monthly.
  • Being polite and kind to all customers
  • Assisted customers in locating products, offering suggestions based on their preferences and needs.
  • Applying active listening skills to help customers find the appropriate items
  • Conducted regular promotions and special events to attract new customers and boost sales revenue.
  • Engaging customers in the store politely and frequently daily.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
  • Handled cash transactions accurately while adhering to security protocols to minimize theft risks.
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
  • Correctly dealing with refunds and exchanges
  • Operated cash register to process payments and provided receipts to establish proof of transaction.
  • Setting up displays in the store correctly
  • Maintained store cleanliness to provide an inviting atmosphere for shoppers, leading to longer visit durations and higher chances of purchases.
  • Keeping the store clean by sweeping floors, wiping down counters, and cleaning all display sinks
  • Balanced multiple tasks simultaneously during busy periods while maintaining a high level of professionalism.
  • Assisting and supervising all cashiers
  • Fostered teamwork among staff members through open communication channels that led to improved collaborations.

Retail Sales Cashier

Rite Aid/Walgreens
08.2013 - 03.2020
  • Daily informing customers about sale prices, coupon policies, company promotions, balance rewards program, beauty enthusiast club, and senior day discount
  • Welcomed customers and helped determine their needs daily.
  • Built relationships with customers to encourage repeat business.
  • Greeted customers entering store and responded promptly to customer needs.
  • Handling and helping customers with refund and exchange transactions daily as needed.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Working in photo center (printing pictures, assembling photo gifts, taking passport pictures)
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Completing Western Union money service transactions
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Processed refunds and exchanges in accordance with company policy.
  • Used POS system to enter orders, process payments and issue receipts daily.
  • Checked personal identifications during alcohol and tobacco sales.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Set up new sales displays each week with fresh merchandise.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Prevented loss by vigilantly monitoring potential theft or fraud situations in store.
  • Solicit donations for nonprofit organizations
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.

Education

Associate in Arts (AA) - Social Work

Western Piedmont Community College
Morganton, NC
08.2024

Diploma -

David W Butler High School
Matthews, NC
06.2011

Skills

    • Sales Proficiency
    • Creative Problem-Solving
    • Cash Handling
    • Sales and Upselling
    • Team leadership
    • Rules Enforcement
    • Team Motivation
    • Conflict Resolution
      • Employee Training
      • Industry Expertise
      • Staff Motivation
      • Workplace Safety
      • Decision-Making Capabilities
      • Customer service focus
      • Attention to detail
      • Organizational skills

Certification

Driver's License, 05/01/18, 01/01/26

References

Freddie Eller Greene, (828-358-5979)

greenefreddie9@gmail.com,

She is one of the shift leads at Walgreens.,


Hailey Wright, 828-443-8255

Haileywright828@gmail.com

Former co-worker with Hailey for a year at Lowes Company retail store


Roy Greaves, 770-335-2321

My former supervisor at Bath and Body Works. He was my boss.


Sharon Kincaid, 828-320-8449

She was my supervisor at Rite Aid/Walgreens for about seven years.


Personal References


Donette Willis, 828-403-5151,

I have known Donette for over 22 years.


Ashli Torok, 704-451-7899

I have known for 16 years.


Lydia Rogers, 864-561-5058

lydia.eodgers.2011@gmail.com

Church friend have known for a two years.

Personal Information

Work Permit: Authorized to work in the US for any employer

Awards

  • Top Store Seller Children's Miracle Network, 04/01/18, I had the highest number of donations for the Children's Miracle Network within the store. I raised approximately four hundred dollars during the duration of the Children's Miracle Network donations. The money went to the Levine's Children's Hospital and helped children that suffered from cancer.
  • Positive Customer Service Surveys Online, 08/01/13, Customers often explain that I have great customer service. All throughout the six years I had worked at Rite Aid I continuously gained positive feedback from the customers. Shoppers usually express how helpful and kind I am to customers. Often received the highest number of customer compliments.
  • Walgreens Top Credit Card Suggestive Seller, 04/01/23, I was the top credit card suggestive seller. I used my selling skills to entice customers to apply for regular Walgreens credit cards and Master Credit Cards. At the highest I was able to successfully acquire 30 credit cards in a month. I was honored by my Walgreens boss top Credit Card seller. Each credit card application I was able to acquire lead to a five dollar compensation. In the month of April I was able to make a bonus of $150 dollars in credit card sales.

Timeline

Shift Lead

Walgreens
02.2023 - 07.2023

Customer Service Associate

Lowe's Home Improvement
02.2022 - 02.2023

Shift Leader Associate

Bath & Body Works
07.2020 - 01.2022

Retail Sales Cashier

Rite Aid/Walgreens
08.2013 - 03.2020

Associate in Arts (AA) - Social Work

Western Piedmont Community College

Diploma -

David W Butler High School

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