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
Gallatin, TN
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
Gallatin, TN
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
Hendersonville
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
Hendersonville , TN
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
Hendersonville, TN
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