MS Office
Heather Mitchell
Glasgow,KY
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
60
60
years of professional experience
Work History
Commercial Operations Manager
Mad Dog Cleaning
East Peoria, IL
06.2018 - 12.2018
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed systems to track and log work issues.
- Introduced new methods, practices and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe or ineffective practices
Customer Service Manager
Standard Market
Westmont, IL
11.2016 - 12.2018
- Support and assist Store Director in all areas of store operations
- Execute labor budgets through department scheduling alignment and time management training
- Sustain overall store appearance, merchandising plans and upkeep
- Interview, hire and on-board all new employees for both store locations and three restaurants
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Took ownership of customer issues and followed problems through to resolution
- Monitored customer service operations to assess agent performance and provide feedback
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence
Store Manager
Sperry Top-Sider
Oak Brook, IL
Aug2015 - 03.2016
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Performed statistical analyses to gather data for operational and forecast team needs
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
Store Manager
Sunglass Hut
Naperville, IL
08.2012 - 09.2015
- Drive customer sales to closure by asking questions and making appropriate product recommendations
- Schedule employees store to assure customer needs are addressed
- Train staff in up-to-date information about procedures, sales and return policies
- Implement sales and profit plans and set store goals to ensure delivery
- Maintain inventory control and safeguard merchandise
- Motivate sales associates through providing clear and constructive feedback
- Complete daily, weekly, monthly paperwork in accurate and timely fashion
- Use visual marketing to arrange store emphasize product and services
- Keep up to date on competitor prices as well as sales trends and customer requests
- Managed Aurora location, generating $1MM in sales
- Successfully drove Naperville location to recover $15,000 deficit, achieving two fiscal years of profitability
Assistant Manager
Brookstone
Oak Brook, IL
05.2011 - 08.2012
- Assembled and maintained core staff by recruiting and training new employees
- Promoted safety and sales by providing clean and organized store environment in compliance with policies and procedures
- Marketed merchandise and boosted sales by studying advertising, sales promotions, and display plans
- Guaranteed positive customer experiences and resolve all customer concerns and returns
- Top Sales representative for high ticket items such as massage chairs
- Mentored sales associate for promotion to assistant manager
Customer Service Call Center Representative
US Cellular
Bolingbrook, IL
12.2010 - 05.2012
- Processed account changes regarding cell phone, modem and tablet price plans and vertical features
- Provided customer service for average of 60 calls per day, answering billing inquiries and providing new product information
- Resolved customer complaints and escalated calls in timely and empathetic manner
- Delivered technical support for phones, software upgrades, wireless modems, and tablets
- Researched and resolved issues pertaining to messaging, mobile internet, mailbox, voice calls, and international dialing.
Assistant Manager
Maurices
Plainfield, IL
09.2008 - 12.2010
- Provided team with vision and direction by demonstrating professionalism and leadership
- Established sales goals, managed budgets and developed sales forecasts through proper scheduling and setting employee objectives
- Demonstrated ability to complete various tasks through proper delegation and accountability
- Created motivated, sales-driven environment
- Guaranteed positive customer experiences and resolved customer complaints.
Customer Service Associate Team Leader
Whole Foods Market
Chicago, IL
11.2005 - 11.2008
- Established team member objectives, performance and productivity standards
- Built team of 40 members, training, mentoring and inspiring them to achieve goals
- Set and achieved highest standards in retail execution
- Coordinated inventory control, receiving and merchandising, in compliance with margins
- Provided corrective action amongst team members, upholding regional expectations and guidelines
Education
High school diploma - Criminal Justice
Skills
Store Management ExperienceRecruitingMerchandisingPayrollTraining/MentoringNetworking/Recruiting
Budgeting and reporting
Customer Relationship Management Software (CRM)
Exceptional interpersonal communication
Employee onboarding and orientation
Excellent time management skills
Interviewing and prescreening
Microsoft Outlook, Word and Excel
Software
Timeline
Commercial Operations Manager - Mad Dog Cleaning
06.2018 - 12.2018
Customer Service Manager - Standard Market
11.2016 - 12.2018
Store Manager - Sunglass Hut
08.2012 - 09.2015
Assistant Manager - Brookstone
05.2011 - 08.2012
Customer Service Call Center Representative - US Cellular
12.2010 - 05.2012
Assistant Manager - Maurices
09.2008 - 12.2010
Customer Service Associate Team Leader - Whole Foods Market
11.2005 - 11.2008
Store Manager - Sperry Top-Sider
Aug2015 - 03.2016
College of DuPage - High school diploma, Criminal Justice