Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Jennifer Mercer

Lumberton,TX

Summary

Results-oriented professional with a diverse background in management, customer service and Community outreach. Proven to conceptualize, plan and manage successful business and volunteer operations. Additional experience in customer service, charitable organization and inventory management. Dedicated, well organized, highly communicative and detail-oriented With 20 plus years in Community outreach and volunteer work.

Overview

27
27
years of professional experience
1
1
Certification
1
1

Texas Health & Life Insurance

Work History

Merchandiser

Survey Junkie
03.2022 - Current
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Updated pricing and signage to complete product displays and educate customers.
  • Verified products appeared at correct locations in proper quantities.
  • Worked with managers and advertising directors to optimize promotions.
  • Conferred with store managers to obtain information about customer needs and preferences.

Assistant Manager

Spec’s
06.2023 - 08.2024
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Operations Manager

Ulta Beauty Inc.
07.2022 - 06.2023
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.

Assistant Manager

Walmart
06.2018 - 07.2022
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Monitored security and handled incidents calmly.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Achieved recognition for contribution to store success by optimizing sales.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.

Travel Consultant

Academy Travel And Tours
06.2015 - 06.2019
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Collected, handled and documented payments for travel services and associated feels.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Handled sensitive information with professionalism and discretion.
  • Organized trips for individual, family and business travelers.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Maintained consistent record of completing projects in accordance with schedule and budget requirements.

Human Resources Manager

Walmart
05.2017 - 06.2018
  • Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Motivated employees through special events, incentive programs and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Directed job fairs to bring in local talent for long term and seasonal positions.
  • Implemented performance review and motivational strategies to elevate HR team results.
  • Evaluated training program success and presented strategic improvement recommendations to upper management.
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Recruited top talent to maximize profitability.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Created and implemented forward-thinking initiatives to improve employee engagement.

Director of Children's Ministry

Journey Community Church
05.2016 - 05.2017
  • Recruited and trained volunteers and staff in care of children and facility procedures.
  • Created and maintained safe and nurturing environment for children.
  • Evaluated and introduced age-appropriate materials for children and contoured it to lesson plans.
  • Supervised children from ages birth to 19 years of age.
  • Worked with directors and board members to develop lesson plans and special events for children.
  • Adhered to security processes and sign-in and sign-out procedures for children, parents and visitors.
  • Vetted volunteers and interested parties for criminal history or issues risking children.
  • Conducted safety and wellness inspections of facilities and sanitized toys and surfaces.
  • Offered individual attention for children dealing with learning, emotional or home problems.
  • Identified and recruited potential volunteer workers.
  • Hired, mentored and supervised instructors and volunteer staff to carry out program goals.

Assistant Manager

Kirkland's Inc
01.2002 - 12.2004
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

Customer Service Representative

AT&T
02.1998 - 07.2003
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Education

Lumberton High School
Lumberton, TX
05.1996

Skills

  • Sales and Marketing Support
  • Data Entry
  • Client Engagement
  • Attention to Detail
  • Work Documentation
  • Design Visualization
  • Originality and Creativity
  • Placement Optimization
  • Adaptability and Flexibility
  • Facility Tours
  • Stockroom Management
  • Dispute Mediation
  • Handheld Scanners
  • Guest Satisfaction
  • Computer Skills
  • Public Relations
  • Hiring and Firing
  • Cross-Functional Collaboration
  • Performance Management Systems
  • Employee Appraisals
  • Equal Opportunities Facilitation
  • Personnel Recruitment
  • Wages and Salary
  • Compensation and Benefits
  • New Employee Orientation
  • Human Resources Department Processes
  • Retail Store Management
  • PPE Compliance
  • Appointment Setting
  • Teamwork and Collaboration
  • Fundraising Events
  • Activity Planning
  • Volunteer Recruitment
  • Event Setup
  • Community Service Programs
  • Social Media Posting
  • Cash Register Operations
  • Charitable Donations
  • Scheduling and Appointment Setting
  • Application Processes
  • Youth Programming
  • Project Requirements
  • MS Office
  • Constructive Feedback
  • Job Assignments
  • Program Publicity
  • Community Events
  • Delegating Work
  • Community and Public Relations
  • Event Planning
  • Volunteer Management
  • Volunteer Coordination
  • Providing Feedback
  • Outreach Planning
  • Organizing Fundraising Activities
  • Budget Management
  • Coordinating Donations
  • Skills Identification
  • Recreation Management
  • Google Drive
  • Phone Inquiries
  • Networking
  • Vendor Relations
  • Visual Displays
  • POS Systems Knowledge
  • Time Management
  • New Hire Training
  • Product Inventory Counts
  • Product Merchandising
  • Issue Resolution
  • Customer Engagement
  • Work Planning and Prioritization
  • Employee Counseling
  • Customer Service Orientation
  • Multiple Priorities Management
  • Customer Service
  • File and Records Management
  • Verbal and Written Communication
  • Loyalty Program Promotion
  • Shipment Processing
  • Merchandising and Promotions
  • Order Fulfillment
  • Advising and Coaching
  • Professional and Courteous
  • Performance Evaluations
  • Policy Implementation
  • Event Coordination
  • Visual Merchandising
  • Credit Card Applications
  • Data Analysis
  • Customer Interaction
  • Critical Thinking

Certification

  • Licensed Texas Life and Health Insurance - 2025

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Assistant Manager

Spec’s
06.2023 - 08.2024

Operations Manager

Ulta Beauty Inc.
07.2022 - 06.2023

Merchandiser

Survey Junkie
03.2022 - Current

Assistant Manager

Walmart
06.2018 - 07.2022

Human Resources Manager

Walmart
05.2017 - 06.2018

Director of Children's Ministry

Journey Community Church
05.2016 - 05.2017

Travel Consultant

Academy Travel And Tours
06.2015 - 06.2019

Assistant Manager

Kirkland's Inc
01.2002 - 12.2004

Customer Service Representative

AT&T
02.1998 - 07.2003

Lumberton High School

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