Jennifer Hogan
Goodwill Industries of Eastern North Carolina
BENSON,NC
9
years of professional experience
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Work History
Employment Program Manager /Retail Store Manager
2 Years 3 Months- Directed program operations, aligning services with organizational goals and community needs.
- Coordinated staff schedules, workflows, and daily priorities to maintain consistent service delivery.
- Monitored program compliance, documentation, and reporting for internal and external requirements.
- Developed partnerships with community agencies to expand referral pathways and participant support.
- Evaluated program outcomes and adjusted processes to improve efficiency and service quality.
- Led staff coaching, performance feedback, and training to strengthen team capabilities.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Identified program obstacles and communicated possible impacts to the team.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Coached team members on productivity strategies to accomplish challenging goals.
- Interacted with customers and clients to identify business needs and requirements.
- Devised creative solutions to critical customer and user needs.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Directed daily store operations, ensuring efficient sales floor performance and consistent customer service.
- Resolved customer concerns and escalated issues to protect donor and shopper satisfaction.
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Completed point of sale opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
Assistant Manager
2 Years 10 Months- Completed Daily Register Counts and Deposit for cash sales, monitored for discrepancies.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Assisted in recruiting, hiring and training of team members.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to develop and implement creative solutions to complex problems.
- Trained and guided team members to maintain high productivity and performance metrics.
Antique Store Clerk
1 Year 11 Months- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Loaded heavy materials into vehicles.
- Monitored customers for signs of security concerns and escalated issues to management.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Enhanced customer experience by providing personalized assistance and expert knowledge on antique items.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Listened to customer needs and desires to identify and recommend optimal products.
- Utilized upselling techniques to promote additional products and increase sales.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained clean sales floor and straightened and faced merchandise.
- Updated price tags on merchandise accurately to reflect current market values based on research conducted within the field of antiques.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered questions about store policies and addressed customer concerns.
- Provided exceptional customer service via phone or email inquiries, answering questions thoroughly regarding products or services offered.
- Supported marketing efforts through organizing special events such as auctions, workshops, or themed sales days.
- Educated customers about proper care techniques for antiques, leading to increased item longevity and satisfaction.
- Coordinated shipping logistics for sold antique items to ensure timely delivery without damage during transport.
- Maintained a clean and organized store environment for improved customer satisfaction and easy navigation.
- Represented company respectfully when speaking to customers.
- Conducted appraisals of antique items for customers looking to sell or insure their valuables, utilizing extensive industry knowledge.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Managed cash register after end of shift to balance and record accurate transactions.
- Improved store visibility online by regularly updating social media accounts with enticing photos and descriptions of new arrivals.
Front End Supervisor
1 Year 11 Months- Maximized sales opportunities by promoting in-store offers, credit card applications, and loyalty programs at the point of purchase.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Mentored team members to enhance professional development and accountability in workplace.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
- Conducted regular training sessions for new hires and existing employees on company policies, procedures, and best practices.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Mentored new sales associates to contribute to store's positive culture.
- Managed inventory levels in the front-end area to avoid stockouts or overstock situations, ensuring optimal product availability.
Education
Associate of Science - Nursing
Skills
Strategic Merchandising
Customer Retention
Records Organization and Management
Store Opening and Closing
POS systems operations
Scheduling Coordination
Staff training/development
Hiring and Training
Staff Supervision
Loss Prevention
Team Building and Leadership
Customer Service
Attention to Detail
Timeline
Employment Program Manager /Retail Store Manager
Goodwill Industries of Eastern North Carolina
07.2024 - CurrentRead More
Assistant Manager
Michaels Arts And Crafts
04.2021 - 02.2024Read More
Antique Store Clerk
Morgans On Main
04.2018 - 03.2020Read More
Front End Supervisor
A.C. Moore Arts And Crafts
09.2017 - 08.2019Read More
Watts School of Nursing
Associate of Science from Nursing
Read More