Illana Mckenzie
Irvington,New Jersey
Summary
Dynamic and goal-oriented professional with extensive experience in customer service and retail operations. Proven ability to enhance customer satisfaction through effective conflict resolution and cash handling accuracy. Skilled in staff training and development, contributing to a positive work environment and improved team performance.
Sales professional with strong track record in customer relationship management and sales growth. Known for collaborative teamwork, adaptability, and focus on results. Recognized for skills in sales techniques and customer engagement.
Overview
10
10
years of professional experience
Work History
Lead Sales Associate
Dollar General
09.2021 - Current
- Handled cash register operations and customer transactions to process payments.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Processed and stocked merchandise in accordance with store standards.
- Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
Customer Service Representative
H&r Block
01.2021 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Personal Care Aide
Heart to Heart Homecare
12.2019 - 04.2021
- Assisted clients with daily living activities for increased comfort and quality of life.
- Maintained a safe and clean environment for clients, reducing health risks and promoting overall wellbeing.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Food Service Worker
St Joseph's Healthcare System
04.2016 - 11.2018
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
Warehouse Worker
Amazon
09.2016 - 01.2017
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
Warehouse Packer
Staff Right Solutions
02.2016 - 04.2016
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
- Packed, weighed and shipped items per customer specifications.
Shoe Expeditor
Macys Department Store
09.2015 - 01.2016
- Monitored incoming shipments for accuracy, verifying contents against purchase orders before processing for display or storage purposes.
- Improved customer satisfaction by efficiently locating and delivering requested shoes to sales associates.
- Assisted in maintaining organized stockroom for easy access and retrieval of merchandise.
- Expedited customer service by quickly retrieving correct sizes from the stockroom upon request.
Education
High School Diploma -
Middletown Highschool
Middletown, NY01-2011
Skills
- Customer service
- Retail store operations
- Cash handling
- Opening and closing procedures
- Goal oriented
- Staff training and development
- Pricing and labeling
- Cash handling accuracy
- Client relationship management
Timeline
Lead Sales Associate
Dollar General
09.2021 - Current
Customer Service Representative
H&r Block
01.2021 - 04.2024
Personal Care Aide
Heart to Heart Homecare
12.2019 - 04.2021
Warehouse Worker
Amazon
09.2016 - 01.2017
Food Service Worker
St Joseph's Healthcare System
04.2016 - 11.2018
Warehouse Packer
Staff Right Solutions
02.2016 - 04.2016
Shoe Expeditor
Macys Department Store
09.2015 - 01.2016
High School Diploma -
Middletown Highschool
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