Hilary Coleman

• Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
• Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
• Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
• Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
• Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
• Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
• Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.

• Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
• Completed routine store inventories.
• Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Trained team members in successful strategies to meet operational and sales targets.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Created employee schedules to align coverage with forecasted demands.
• Collaborated with upper management to develop strategic plans for store growth and expansion.
• Maintained customer satisfaction with quick and professional handling of product returns.
• Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
• Mentored team members to enhance professional development and accountability in workplace.
• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
• Managed all aspects of budgeting for the retail location including labor costs, expenses control, revenue tracking.
• Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
• Assisted with hiring, training and mentoring new staff members.

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