Helene Tokolish
29 Stewart Lane, Woodbury,NJ
Summary
Driven by a customer-focused approach and adept in problem-solving, I excelled at enhancing customer satisfaction and loyalty through effective team management and innovative solutions. My leadership fostered associate development and a safety-minded environment, significantly reducing complaints and driving sales. Skilled in time management and decision-making.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Home Depot
Mantua, NJ
06.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained a safe store environment by driving awareness and coaching Associates on safety principles.
- Ensured core store standards are executed.
- Led the Associate Committee
Specialty Assistant Store Manager
Home Depot
Hempstead, Valley Stream, NY
06.2014 - 06.2023
- Developed a high-performing team through effective recruitment, training, and mentoring initiatives.
- Ensured compliance with company policies, procedures, and safety regulations by regularly reviewing practices within the store environment.
- Fostered a positive work environment, leading to increased employee retention rates and overall job satisfaction.
- Balanced staff schedules to ensure adequate coverage during high-traffic periods without sacrificing employee morale.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Coordinated special events and promotions to drive foot traffic into the store, ultimately increasing sales revenue.
- Provided exceptional customer service while managing difficult situations professionally to maintain overall satisfaction levels among clientele.
- Established a culture of continuous improvement within the team by providing constructive feedback during performance evaluations.
- Managed opening and closing procedures
- Consistently ranked in the top quartile for Specialty sales and Service sales.
- Selected by District Manger to assist training new to position SASM's.
- Developed a template for reporting Specialty business walk.
Assistant Store Manager
Lord And Taylor
Huntington NY
06.2013 - 05.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Created and maintained safe and secure work environments for employees.
- Recruited,hired and trained quality Associates
- Ensured optimum staffing within company staffing guidelines.
- Responsible for opening and closing procedures.
Assistant Store Manager
Sears
Massapequa, NY
05.2012 - 06.2012
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
Assistant Store Manager
JCPenney
Bay Shore, Garden City,NY
03.2001 - 05.2012
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Developed and maintained strong relationships with vendors.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Education
Associate of Applied Science - Small Business Management
Camden County College
Blackwood, NJSkills
- Associate development
- Problem-Solving
- Safety mind set
- Time Management
- Net working
- Decision-Making
- Customer-focused
Timeline
Customer Service Manager
Home Depot
06.2023 - Current
Specialty Assistant Store Manager
Home Depot
06.2014 - 06.2023
Assistant Store Manager
Lord And Taylor
06.2013 - 05.2014
Assistant Store Manager
Sears
05.2012 - 06.2012
Assistant Store Manager
JCPenney
03.2001 - 05.2012
Associate of Applied Science - Small Business Management
Camden County College