Ilana Kelley
Marseilles,IL
Summary
Proactive professional known for training and mentoring teams in a fast-paced retail environment. Expertise in customer service, multitasking, and inventory management, contributing to improved store operations and enhanced employee engagement.
Overview
10
10
years of professional experience
Work History
Store Manager
Circle K
06.2022 - 03.2026
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Managed inventory control processes, optimizing stock levels and reducing waste.
- Trained and mentored staff on customer service best practices and operational standards.
- Enhanced store performance through process improvements and employee engagement initiatives.
- Created and maintained weekly schedules to ensure operational efficiency.
- Conducted twice-weekly store orders to support inventory accuracy and availability.
- Fostered a positive work environment, promoting teamwork and effective communication among staff.
- Implemented loss prevention strategies, minimizing shrinkage through staff training and vigilance.
- Developed promotional displays to increase customer engagement and drive sales growth.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Crew Member
Dunkin' Donuts
02.2018 - 05.2022
- Delivered exceptional customer service by efficiently processing orders and addressing inquiries.
- Maintained cleanliness and organization of work area to ensure compliance with health standards.
- Operated coffee machines and food preparation equipment to produce high-quality beverages and food items.
- Collaborated with team members to optimize workflow during peak hours, enhancing operational efficiency.
- Implemented process improvements that streamlined operations, reducing order wait times for customers.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
Key Holder
Dollar General Store
02.2019 - 12.2021
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored new employees on best practices and customer service standards.
- Managed inventory levels, conducted stock assessments, and placed orders to maintain product availability.
- Implemented merchandising strategies to enhance product visibility and drive sales performance.
- Monitored cash handling processes, ensuring accuracy in transactions and minimizing discrepancies.
- Collaborated with management on promotional initiatives to boost foot traffic and sales growth.
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Managed store personnel by delegating tasks and supervising daily operations.
- Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
- Enhanced customer experience by providing exceptional service and addressing inquiries promptly.
Cashier
Jewel Osco
11.2015 - 02.2018
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring financial integrity throughout shifts.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Trained new staff on operational procedures and customer service standards.
- Collaborated with team members to streamline checkout processes, reducing wait times.
- Monitored store cleanliness and organization, contributing to a welcoming environment for shoppers.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
High School Diploma -
Ottawa Township High School
Ottawa, ILAssociate of Science - Nursing
Rasmussen University
Aurora, IL12-2027
Skills
- Customer service
- Problem-solving
- Customer relations
- Multitasking and organization
- Training and mentoring
- Store opening and closing
- Customer service management
- Store operations
- Friendly and positive
- Team leadership
- Inventory control
- Shift scheduling
- Employee training
- Recruitment and hiring
- Goals and performance
- POS systems
Timeline
Store Manager
Circle K
06.2022 - 03.2026
Key Holder
Dollar General Store
02.2019 - 12.2021
Crew Member
Dunkin' Donuts
02.2018 - 05.2022
Cashier
Jewel Osco
11.2015 - 02.2018
High School Diploma -
Ottawa Township High School
Associate of Science - Nursing
Rasmussen University