Hillary E. Felver
Austin,TX
Summary
Highly experienced customer service representative with general and assistant general management experience looking for a new opportunity to commit to and make immediate positive impact on company goals and growth.
Overview
9
9
years of professional experience
Work History
Receiving Manager
Total Wine & More
Bee Cave, TX
05.2024 - Current
- Assisted GM in training and upholding new and current company standards and protocols.
- Verified shipments against paperwork and checked for damage as part of the receiving process.
- Scanned and staged products for efficient delivery to the sales floor.
- Processed purchase orders, invoices, and other paperwork correctly for billing accuracy.
- Counted, tallied, and put away loads within 1-2 hours consistently.
- Estimated peak delivery periods, and kept the team ready with an optimal schedule and supply level.
- Identified, researched and processed discrepancies in products and documentation.
- Operated equipment such as mobile stock pickers and pallet jacks to move loads.
- Trained managers and employees in receiving department processes and procedures for maximum performance and safety.
- Managed warehouse organization to optimize space utilization and streamline distribution processes.
- Verified carrier compliance with company policies or procedures for product transit and delivery.
Front End Associate
Total Wine & More
Bee Cave, TX
02.2024 - 05.2024
- Used POS system with speed and accuracy to complete cash, card and check transactions for customer purchases.
- Greeted customers and courteously responded to questions to improve engagement and boost customer reward program enrollment.
- Organized displays in visually appealing manner to attract customers and improve sales.
- Maintained a clean and safe shopping environment for customers.
- Assisted in digital online orders by organizing customer orders, locating products and finalizing orders for customer pick-ups and deliveries.
Shift Manager/Key Holder
Cheba Hut Toasted Subs
Austin, USA
09.2023 - 01.2024
- Assisted GM, DM and Owner in training and upholding new and current company standards and protocols
- Assisted in training new employees and delegated daily tasks and responsibilities
- Completed cash and credit card transactions accurately using POS and Revel software
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly
Self Employed Delivery Service
Instacart
Colorado Springs, USA
11.2022 - 09.2023
- Shopped and delivered customer grocery orders in quick time frames
- Received recognition from management and customers for perfected and fast deliveries of groceries
- Handled all merchandise with health safety handling standards
- Excellent customer communication regarding delays and shortages
- Located and selected correct merchandise for customer specifications and submitting substitutions for customer approval
Self Employed Delivery Services
Door Dash
Colorado Springs, USA
06.2021 - 09.2023
- Provided excellent customer service in delivering and shopping for customers in a quick timely manner
- Delivered orders while complying with DoorDash's customer service and food hygiene policies
- Used the DoorDash app to set availability, accept deliveries and locate customers
- Maintained a 4.9/5 customer star rating
- Resolved customer issues such as incorrect orders, complaints and merchant problems
- Completed 5900+ deliveries
Shift Manager/Key Holder
Cheba Hut Toasted Subs
Colorado Springs, USA
04.2021 - 06.2022
- Assisted in training new employees and delegated daily tasks and responsibilities
- Completed cash and credit card transactions accurately using POS and Revel software
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly
- Maintained clean and well-organized work environments according to company expectations
- Enforced company policies and expectations with employees
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Educated staff on company tenants and goals to help employees achieve success
General Manager
Jimmy John's
Colorado Springs, USA
08.2020 - 04.2021
- Operated and managed a store with over 20 employees
- Managed all hiring, training, development, scheduling, and disciplining of employees
- Oversaw all business profitability through managing labor cost
- Managed cost of goods sold
- Placed order for materials and filed invoices
- Responsible for all cash handling
- Oversaw marketing plan to increase store growth
- Provided great customer service in a fast paced environment
- Operated point of sale equipment
- Ensured customers received the best customer service through their in-store and over-the-phone interactions
- Ensured supplies, service, and products met the company quality standards
- Ensured orders were correctly fulfilled
- Mediated and solved any and all customer issues
- Daily usage of computer and programs such as Microsoft Excel, Word, and email
General Manager
Jimmy John's
Las Vegas, USA
01.2017 - 08.2020
- Operated and managed a store with over 20 employees
- Managed all hiring, training, development, scheduling, and disciplining of employees
- Oversaw all business profitability through managing labor cost
- Managed cost of goods sold
- Placed order for materials and filed invoices
- Responsible for all cash handling
- Oversaw marketing plan to increase store growth
- Provided great customer service in a fast paced environment
- Operated point of sale equipment
- Ensured customers received the best customer service through their in-store and over-the-phone interactions
- Ensured all supplies, service, and products met the company quality standards
- Ensured orders were correctly fulfilled
- Mediated and solved any and all customer issues
- Daily usage of computer and programs such as Microsoft Excel, Word, and email
- Food delivery
- Promoted from in-store representative to Assistant Manager to General Manager
Education
Cosmetology License - Cosmetology
Cheeks International Academy of Beauty
Cheyenne, WY01.2016
High School Diploma -
Liberty High School
Colorado Springs, CO05.2010
Skills
- Current holder of TABC certificate and Texas Food Handlers certificate (12/2023)
- 13 years of customer service experience
- General Manager/Assistant General Manager experience
- Ability to convey complex ideas in a straightforward manner while maintaining professionalism
- Clear and concise written and verbal communication
- Well organized, self-driven and disciplined with ability to learn and perform skills efficiently
- High level of commitment to company and company goals
- Flexible in handling changes and unexpected challenges
- Proactive approach to tasks and problem solving with a results-driven mindset
- Licensed Cosmetologist in Wyoming and Nevada - 2,000 hours of theoretical and practical school experience
- Experience with general office equipment
Timeline
Receiving Manager
Total Wine & More
05.2024 - Current
Front End Associate
Total Wine & More
02.2024 - 05.2024
Shift Manager/Key Holder
Cheba Hut Toasted Subs
09.2023 - 01.2024
Self Employed Delivery Service
Instacart
11.2022 - 09.2023
Self Employed Delivery Services
Door Dash
06.2021 - 09.2023
Shift Manager/Key Holder
Cheba Hut Toasted Subs
04.2021 - 06.2022
General Manager
Jimmy John's
08.2020 - 04.2021
General Manager
Jimmy John's
01.2017 - 08.2020
Cosmetology License - Cosmetology
Cheeks International Academy of Beauty
High School Diploma -
Liberty High School