Summary
Overview
Work History
Education
Skills
Certification
Timeline
Jennifer Brana

Jennifer Brana

Bethlehem,PA

Summary

Professional Assistant Store Manager with exceptional team leadership qualities and operational management capabilities. Well-versed in delivering exceptional customer communication and customer service. Talented driver of performance compliance with applicable standards, rules and regulations. Attentive Assistant Store Manager offering over 11 years working in retail sales industry. Focused and enthusiastic demeanor with strong background building successful teams. Proven track record for creating positive working and shopping environments. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Store Manager of Customer Experience

The Giant Company
Bethlehem, PA
05.2016 - Current
  • Answered customer questions and addressed problems and complaints in person and via phone.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.
  • Handled scheduling for store shifts to achieve adequate staffing.
  • Maintained inventory by checking merchandise to determine levels.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Coached and developed store associates through formal and informal interactions.
  • Oversaw aspects of maintenance, inventory and daily activity management.
  • Assisted in continuous development of effective store associates to achieve desired sales and results.
  • Checked monthly sales and performance reports to support operational planning and strategic decision-making.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Oversaw coaching and guidance of store employees to foster advancement in work operations.
  • Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Delegated work to staff, setting priorities and goals.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Monitored progress by establishing plans, budgets and measuring results.

Store Accountant

The Giant Company
Bethlehem, PA
06.2014 - 05.2016
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Balanced overall budget, measuring daily cash access needs against money safe contents and communicating with managers to replenish supply of cash on hand when necessary.
  • Issued cash, change and electronic equipment to sales associates throughout facility, participating in end-of-shift accounting procedures to document handling of revenues.
  • Provided training to store employees covering areas such as cash handling procedures and security requirements.
  • Investigated and solved account issues to maintain current and accurate money systems.
  • Answered customer phone calls, personally addressing questions within scope of competence and forwarding calls to other departments or managers as appropriate.
  • Packaged orders submitted online or via telephone, carefully selecting inventory, addressing correctly and dispatching to appropriate personnel for delivery or shipping.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Received and recorded cash, checks and transfers.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.
  • Performed bookkeeping and accounting consulting services.
  • Monitored loans and accounts payable to confirm payments are current.
  • Reviewed financial information detailing assets, liabilities and capital and prepared balance sheets and profit and loss statements.
  • Prepared and checked cashier register tills.
  • Reconciled daily cash variance reports, tracking overages and shortages through compilation of summary reports and comparing against past variances to isolate and address possible causes.

Relief Manager

The Giant Company
Bethlehem, PA
03.2014 - 04.2016
  • Managed shifts in absence of store manager to deliver excellent customer service while promoting sales.
  • Adhered to store policies and procedures to maintain regulatory and legal compliance.
  • Organized store and maintained high standards for cleanliness of parking lot, restroom and stockroom.
  • Employed active listening abilities, interpersonal skills and policy knowledge to remedy employee conflicts.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Upheld company's high standards for business via leading by example and encouraging team members to adhere to corporate policies.

Checkout Coach

The Giant Company
Bethlehem, PA
06.2013 - 04.2016
  • Helped customers find specific products, answered questions and offered product advice.
  • Answered customer questions and provided store information.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Processed sales transactions to prevent long customer wait times.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.
  • Helped with purchases and signed customers up for rewards program.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
  • Managed opening and closing procedures by reconciling sales records and cash transactions with veribalance.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Welcomed large volume of guests and improved overall customer service.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.

Customer Service Associate

The Giant Company
Bethlehem, PA
08.2012 - 06.2013
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Educated customers on special pricing opportunities and company offerings.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Recommended and initiated product offerings to meet customer changing needs.
  • Operated multi-line phone system and online messaging system to communicate with customers.
  • Maintained work area and kept cash drawer organized.
  • Processed returned merchandise by strictly following store return and exchange procedures.
  • Greeted customers promptly and responded to questions.

Education

Medical Assisting

Lincoln Technical Institute, Allentown, PA
06.2014
  • 2013 - Dean's List
  • 2014 - Dean's List

High School Diploma -

Essex County Newark Tech, Newark, NJ
06.2004

Skills

  • Team Building and Leadership
  • Store Opening and Closing
  • Retail Operations
  • Shift Scheduling
  • Mentoring and Coaching
  • Hiring and Training
  • Inventory Control
  • Marketing and Promotions
  • Pricing and Markdowns
  • Work Planning and Prioritization
  • Problem-Solving
  • POS Systems Operations
  • Assignment Delegation
  • Strategic Merchandising
  • Policy Development and Enforcement
  • Sales Tracking
  • Problem Anticipation and Resolution
  • Cost Reduction
  • Performance Evaluation and Monitoring
  • Human Resources Oversight
  • Team Leadership
  • Originality and Creativity
  • Quality Assurance
  • Records Organization and Management
  • Sales Promotion
  • Management Team Building
  • Revenue Forecasting
  • Budget Control
  • Administrative Management
  • Hiring and Onboarding
  • Financial Statement Review
  • Finance and Accounting Oversight
  • Business Leadership
  • Focus and Follow-Through
  • Goal Setting
  • Staff Development
  • Recruitment and Hiring
  • Customer Service Management
  • Training Management
  • Employee Motivation

Certification

  • Leading Others Training - 2017
  • Certified Food Safety Manager Certification - National Registry of Food Safety Professionals - 2022
  • Certified Responsible Alcohol Management Program, Pennsylvania Liquor Control Board - 2022
  • Certified Medical Assistant
  • Certified EKG Technician
  • Certified Phlebotomy Technician

Timeline

Assistant Store Manager of Customer Experience - The Giant Company
05.2016 - Current
Store Accountant - The Giant Company
06.2014 - 05.2016
Relief Manager - The Giant Company
03.2014 - 04.2016
Checkout Coach - The Giant Company
06.2013 - 04.2016
Customer Service Associate - The Giant Company
08.2012 - 06.2013
Lincoln Technical Institute - , Medical Assisting
Essex County Newark Tech - High School Diploma,

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Jennifer Brana