Jammie B. Smalls
Ravenna
Summary
I am a business professional with experience in hospitality, healthcare and telecommunications.
Customer-focused professional with many years of experience driving sales, delivering exceptional customer service and boosting revenue. Friendly with excellent communication and interpersonal skills to facilitate repeat business. Skilled at coaching and training sales employees to become top performers.
Seasoned leader in retail management with a proven track record of supervising sales teams to exceed sales targets. Skilled in staff training, inventory management, and customer service excellence, ensuring smooth store operations and enhanced shopping experiences. Demonstrated ability to implement effective sales strategies and improve team performance through hands-on coaching and motivational leadership. Successfully boosted customer satisfaction rates through innovative service initiatives.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Sales Floor Supervisor
Burlington
North Charleston
04.2018 - 01.2026
- Maintain merchandise quality
- Set up seasonal merchandise displays
- Set up clothing displays
- Cash handling
- Count registers during opening/closing process
- Make closing cash deposits
- Run shift to ensure optimal customer service standards are maintained
- Supervise staff
- Cashier if needed
- Train staff
- Conduct interviews
- Hire staff
- Process I-9 and other hiring paperwork
- Customer Service
- Answer questions about processes
- Keep employees on task
- Help customers with issue
- Put merchandise out for sale
- Make price tags
- Organizing merchandise
- Ensure customers have an exceptional shopping experience
- Pull expired food/products to maintain quality standards
- Damage out expired and/or broken merchandise for inventory control and accuracy
- Help with inventory prep and count
- Clean the store in preparation for closing
- Process merchandise for sale
- Hang garments for sale
- Size, hang and organize merchandise for sale
- Process and tag shoes, handbags, food, health and beauty, houseware, wellness and other merchandise for sale
- Trained and mentored new team members in product knowledge and store policies.
- Managed inventory levels, ensuring proper stock availability for customer needs.
- Coordinated visual merchandising displays to enhance product visibility and appeal.
- Collaborated with management to implement promotional strategies and seasonal campaigns.
- Assisted customers with inquiries, providing solutions and fostering a positive shopping experience.
- Monitored team performance, offering feedback to improve sales techniques and productivity.
- Ensured compliance with company policies and procedures for a safe work environment.
- Oversaw all cash handling activities such as counting money at opening and closing shifts, reconciling registers at end-of-day shift changes.
- Managed inventory shrinkage improvement program to reduce theft and loss.
- Supervised daily operations on the sales floor to ensure efficient customer service.
- Initiated corrective actions when necessary to address issues related to employee conduct or performance expectations not being met.
- Coached employees on sales techniques and best practices, improving upselling.
- Ensured compliance with company policies and safety regulations at all times.
- Delegated tasks to maintain efficient workflow.
- Assisted with training, development, and mentoring of sales employees.
- Conducted safety walks of store floor and reported hazards to appropriate personnel for immediate remediation.
- Facilitated store opening and closing procedures, securing valuables, arming, and disarming alarm system and inspecting premises for urgent needs.
- Recognized problems, analyzed causes, and developed solutions to improve productivity and sales metrics.
- Maintained high level of security and safety awareness within store to protect personnel, customers, and merchandise.
- Provided feedback to store leadership regarding employee performance issues or opportunities for improvement.
- Ensured customer satisfaction by providing friendly and knowledgeable assistance with product selection, purchase decisions, returns, and exchanges.
- Resolved customer complaints in a timely manner while maintaining professionalism and excellent customer service skills.
- Supervised and monitored the daily operations of a sales floor, ensuring employees adhered to company policies and procedures.
- Trained new employees on cash register usage, merchandising techniques, customer service standards, safety protocols.
- Counted and balanced registers.
- Directed and supervised staff performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Used Point of Sale register system to complete transactions.
- Processed credit card payments and counted back change and currency with accuracy rate.
Reservations Sales Specialist
Intercontinental Hotels Group
North Charleston
01.2013 - 01.2018
- Take inbound calls
- Use tools (IHG booking system, Google Maps, internet, etc.) to make reservations that meet the travel needs of our guests to drive revenue and customer loyalty.
- Use Google Maps to navigate guests' destinations to determine best hotel location to meet their requirements.
- Passionate for learning and developing myself to be the best in my role
- Assist teammates that are new or struggling
- Double jack, listen to calls and offer recommendations to increase RevCH, confirmation rate, premium rooms and package rates
- Act with integrity by not compromising my principles and always follow the rules and regulations of IHG and CHSRO.
- Live the Winning Ways by Doing the Right Thing to the guest for hotels and coworkers
- Work Better Together by working with team mates and SCLRO to take care of guests in the Central Region
- Celebrate Differences by associating with agents whose cultural background and personality are different than mine
- Show We Care by helping coworkers improve their performance and focus on must dos
- Aim Higher by working to achieve and maintain compliance, performance and metrics goals.
- Managed guest reservations using property management systems and central reservation tools.
- Work on compliance and metrics to achieve performance goals and expectations
- Plan, present material and conduct team meetings.
- Make documents using PowerPoint, Excel and Word to manage meeting and team information (i.e. Emergency contact list, meeting notes and itinerary)
- Offer tips and tricks to the team to increase revenue, meet Key Performance Objectives and keep energy levels high.
- 5 Year Anniversary of Service Recognition
- Do the right thing Charleston Champion Marathoner Award October 20, 2017 Maintained Charleston Champion status 1 year
- Aim higher Charleston Champion Award July 28, 2017
- Work better together Room to Be Involved Recognition providing system enhancement suggestions June 4, 2017
- Do the right thing Charleston Champion March 4, 2017
- Elite Charleston Champion June 25, 2016
- Work better together Employee Referral July 29, 2015
- Aim higher Charleston Champions May 3, 2015
- Charleston Champion QTR 4 February 6, 2014
- Do the right thing Charleston Champions Perfect Attendance QTR 4 2013 February 6, 2014
Customer Service Representative
Dial America
North Charleston
01.2011 - 01.2013
- Reviewed benefits and claims for members and providers of Care Improvement Plus Health
- Explain Explanation of Benefits to members and providers.
- Review claims to inform providers claims were paid.
- Review claims to inform providers why claims were denied.
- Review resubmitted claims to ensure corrections were made if they are denied.
- Provided exceptional support to customers via phone and email communications.
- Resolved customer inquiries efficiently while maintaining a positive attitude.
- Educated customers about products and services to enhance their experience.
- Documented customer interactions accurately in the company database system.
- Assisted in training new staff on customer service protocols and best practices.
- Handled escalated issues with professionalism and empathy for customer concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Residential Special Handling Specialist
Iqor
North Charleston
01.2009 - 01.2011
- Provided customer service via telephone inbound/outbound calls
- Answered customer inquiries about bills & services
- Trained newly hired employees
- Fraud investigation
- Assisted customers with reconnecting services
- Accessed customer account info via public records to verify info provided was correct
- Processed & approved orders for new services
- Provided ways to lower monthly bill & get the best use of DirecTV services
- Processed payments
- Explained billing
Education
Bachelor's Degree - Business Administration in Business Management
Colorado Technical University Online
Colorado Springs , CO 01.2007 - 06.2009
Associate of Arts - Food Service Certification
Cooper River Education Occupational Center
North Charleston, SC 08.1992 - 06.1994
Developing Employees, Meeting Management, Strategic Thinking, Customer Focus, Leading People, Difficult Interactions, Persuading Others
Harvard Manage Mentor Online Classes
Skills
- Visual merchandising
- Cash handling
- Inventory management
- Staff training
- Customer service
- Sales techniques
- Problem solving
- Team leadership
- Performance monitoring
- Compliance management
- Shift management
- Conflict resolution
- Effective communication
- Process optimization
- Operational efficiency
- Keyholder
- Shrinkage control
- Retail staff management
- Strong leadership
- Product presentation
- Delegation
- Task prioritization
- Staff coaching and training
- Process and procedure development
- Goal setting
- Adaptability and flexibility
- Shrink reduction
- Critical thinking
- Cycle counts and audits
- Problem-solving abilities
- Store process development
- Willingness to learn
- Written communication
- Time management abilities
- Customer engagement
- Orientation and training
- Cash handling and reconciliation
- Policy enforcement
- Adaptable to changing demands
- Leadership development
- Teamwork and collaboration
Timeline
Sales Floor Supervisor
Burlington
04.2018 - 01.2026
Reservations Sales Specialist
Intercontinental Hotels Group
01.2013 - 01.2018
Customer Service Representative
Dial America
01.2011 - 01.2013
Residential Special Handling Specialist
Iqor
01.2009 - 01.2011
Bachelor's Degree - Business Administration in Business Management
Colorado Technical University Online
01.2007 - 06.2009
Associate of Arts - Food Service Certification
Cooper River Education Occupational Center
08.1992 - 06.1994
Developing Employees, Meeting Management, Strategic Thinking, Customer Focus, Leading People, Difficult Interactions, Persuading Others
Harvard Manage Mentor Online Classes