Jennifer Collier
Hendersonville,TN
Summary
Accomplished Customer Service Manager with a proven track record at Kohl's for enhancing customer satisfaction and streamlining service processes. Skilled in inventory control and conflict resolution, demonstrating a 20% improvement in service quality. Expert in fostering client relations and executing effective loss prevention strategies.
Overview
27
27
years of professional experience
Work History
Asset Protection Team Leader
Belk
07.2021 - 08.2022
- Reviewed CCTV footage to obtain evidence of theft.
- Produced well-written reports detailing shoplifting and attempted theft.
- Maintained safety and security of premises, visitors and employees.
- Controlled reduction of loss inventory by protecting company assets.
- Identified potential shoplifters as well as education to all employees in the store.
- Completed patrols of store aisles to provide visible deterrent and check for criminal activity.
- Maintained store compliance with physical security schematics to protect assets.
- Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
- Built cross-functional relationships with business partners to reduce losses.
- Training to employees to the importance of elevated customer service to deter loss.
Retail Sales Associate
Belk Department Store
07.2021 - 08.2022
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Restocked shelves, racks and bins with latest merchandise and changed signage.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Handled price checks, merchandise transfers and fitting room returns to keep store orderly and efficient.
- Created price tags and merchandise signs for new items.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
- Responded to customer questions about products and services.
- Managed cash register operations using POS system and processed sales and returns.
- Prepared products by adding tags and readying pallets for restocking.
- Assessed floor displays to restock merchandise.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and eye catching.
- Operated cash registers, scanners and other needed devices.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Supported managers with organizing store and showcasing new items in eye-catching displays.
- Managed deposits, financial transactions and business inventory.
- Identified customer needs and adjusted product offering to align with opportunities.
- Processed payments and maintained accurate drawers to meet financial targets.
- Walked sales floor and remained aware of customer actions to maintain safe and secure shopping environment.
- Monitored dressing rooms and removed unwanted garments for return to sales floor.
- Expedited newly received merchandise to sales floor.
- Resolved customer complaints to boost service and satisfaction and escalated higher level issues to supervisor for immediate remediation.
- Evaluated daily transactions for suspected fraud or criminal activity.
- Followed loss prevention strategies, minimizing theft.
- Secured products during transport to prevent damage.
- Maintained assigned area to store standards by setting up and monitoring accurate ad signage and correct merchandise placement.
- Maintained current and accurate inventory with cycle counts and audits.
Customer Service Manager
Kohl's
05.2023 - 02.2024
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Provided exceptional customer service to ensure customer satisfaction.
- Development of a fast and very friendly atmosphere.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Explained benefits, features, and recommendations to maximize client retention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Hiring and ongoing training as well as on-boarding.
- Supported every team member.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Manager
Up and Down Closet
08.2012 - 03.2021
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Entered time and attendance logs in preparation for payroll.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Conducted quality, timely performance feedback and performance appraisals.
- Execution of online shopping platform and Facebook live sales on a daily basis keeping the customers engaged during pandemic.
- Shipped out products across all states.
- Developed lucrative marketing plans to maximize profits.
Spa Receptionist
Bodyworks Emporium
06.1997 - 10.2001
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Greeted guests and members upon arrival to create positive first impressions.
- Coordinated front desk operations and diligently helped in-person visitors and callers with knowledgeable assistance.
- Input client information into booking system accurately and completely to chart sales metrics.
- Advised customers of seasonal promotions to create rapport.
- Addressed return customers by name to develop customer-company relationships.
- Guided customers through facility tours explaining spa resources and amenities.
- Satisfied client special requests to enhance patron experience.
- Scheduled appointments and maintained and updated appointment calendars.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Education
High School Diploma -
Hendersonville High School
Hendersonville, TN05.1993
Skills
Customer service supervisor
- Report writing abilities
- BOPIS and STH
- Picking and packing
- Cycle counts and audits
- Inventory control
- Certification in Fudimentals in loss prevention
- Certification in Sensitivity in loss prevention
- Problem-solving abilities
- Active Listening
- Customer Relations
- Problem Resolution
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Client Relations
- Scheduling
- Customer-focused
- Customer Service
- Problem-Solving
- Cash Handling
- Training and mentoring
- Adherence to high customer service standards
Accomplishments
Excellent customer service abilities.
Timeline
Customer Service Manager
Kohl's
05.2023 - 02.2024
Asset Protection Team Leader
Belk
07.2021 - 08.2022
Retail Sales Associate
Belk Department Store
07.2021 - 08.2022
Manager
Up and Down Closet
08.2012 - 03.2021
Spa Receptionist
Bodyworks Emporium
06.1997 - 10.2001
High School Diploma -
Hendersonville High School