Diamond Griffin
Virginia Beach,VA
Summary
Dynamic leader in customer service and account management with 11 years of experience generating significant revenue growth across various industries. Demonstrated success in developing high-performing teams and establishing a customer-centric environment that enhances service standards and operational efficiency.
Overview
16
16
years of professional experience
Work History
STORE TEAM LEADER GENERAL
PoP Shelf
Virginia Beach, USA
08.2021 - Current
- Managed all employees in planning and implementing store processes, including ordering, receiving, stocking, creative merchandising, presentation, selling, staffing, and customer support.
- Created a customer-first store culture through exceptional standards and team engagement.
- Provides superior customer service leadership to exceed the customer’s expectations.
- Models and coaches, the team on how to balance tasks with customer service to create and support a customer-centric culture.
- Incorporated customer feedback into training and coaching programs to align employee performance with customer expectations.
- Model product knowledge and selling techniques to enhance customer experience and provide employee development.
- Facilitate and maintain a safe, clean and well-organized store environment that delights our customers and employees.
- In partnership with HR, recruit, select and retain qualified employees according to federal and state labor laws and company policies; ensure store is properly staffed at all times.
- Trained and developed store employees, managed performance, identified skill gaps, and executed succession planning.
- Communicate store performance and safety expectations regularly; coordinate meetings and events to encourage safety, security and policies.
- Ensure that the store is appropriately staffed and effectively open and opened each day. (Personally open the store a minimum of two times per week; personally close the store a minimum of two times per week.)
- Evaluate operating statements to identify financial trends (including sales, profitability, and inventory turn), expense control opportunities, potential shrink, and identify opportunities for improvement in store performance.
- Oversee the inventory ordering process to ensure the meeting or exceeding of in-stock targets; review ordering plan, seasonal direction and inventory management issues on a weekly basis; follow up on Basic Stock Replenishment (BSR)/cycle counts.
- Facilitates merchandising the store in a manner that is appealing to customers and retains customer excitement to shop at popshelf.
- With the assistance of Company merchandising guidelines, rotates product to create eye-catching displays to drive sales.
- Ensure that all merchandise is presented according to established practices; utilize merchandise fixtures properly including presentation, product pricing and signage.
- Maintain accurate inventory levels by controlling damages, markdowns, scanning, paperwork, and facility controls.
- Ensure the financial integrity of the store through strict cashier accountability, key control, and adherence to stated company security practices and cash control procedures.
- Facilitated the store team's understanding of products to enhance customer engagement and create a fun shopping experience.
- Follow company policies and procedures as outlined in the Standard Operating Procedures manual, Employee Handbook, and company communications; ensure employee compliance.
- Complete all paperwork and documentation according to guidelines and deadlines.
- Knowledge of cash handling procedures including cashier accountability and deposit control.
- Knowledge of cash, facility and safety control policies and practices (deposits, store keys, etc.)
- Ability to perform cash register functions and operate other tools to generate reports. (e.g. HHT, self-checkout, store computer, etc.)
- Knowledge of recruiting, interviewing, hiring, counseling and termination practices in compliance with legal and company requirements.
- Ability to effectively communicate information and standards verbally and in writing to staff, suppliers and customers.
- Ability to develop and maintain organization and to attend to detail.
- Ability to solve problems and deal with a variety of situations.
- Ability to interface with staff, suppliers and customers in a respectful and effective manner.
- Strong knowledge of inventory management and merchandising practices.
Department Head – Sales, Service, Logistics
Hobby Lobby
Virginia Beach, USA
10.2017 - 08.2021
- Mobilized team of XX sales associates and X department supervisors, achieving sales revenue growth at $XM location.
- Key Result: Achieved more than XX% in sustained revenue growth over 4 years, catapulting total volume to more than $XM.
- Strategized with corporate partners to align field teams to the holistic company strategy, including customer service & operational excellence.
- Set expectations and held teams accountable to performance targets by cultivating a culture where success stories were celebrated.
- Engaged directly with customers to address concerns, mitigating escalations and ensuring customer satisfaction.
- Managed full-spectrum logistics and supply chain functions by unloading shipments from a truck and reconciling the bill of lading.
- Controlled inventory cycle counts and other administrative processes with an iPad to place orders and reconcile item discrepancies.
Supervisor
IT’Sugar
Virginia Beach, USA
04.2016 - 10.2017
- Led team of XX sales and service associates in computing sales prices, processing total purchases, and managing payment transactions for $XM location.
- Coordinated troubleshooting of point-of-sale devices, ensuring optimal uptime and minimizing reliance on IT support.
- Managed opening and closing procedures, including cash counts, safe audits, bank deposits, and maintaining location cleanliness.
- Key Result: Spearheaded process improvements which increased staff productivity by XX% and reduced shrink results by XX%.
- Partnered with stores across the district to place special orders for hard-to-find merchandise and other top selling products.
Call Center Representative
IMA
Virginia Beach, USA
10.2015 - 01.2016
- Communicated with customers to resolve inquiries via phone, email, or written correspondence in a timely manner.
- Resolved complex customer inquiries, escalating unresolved issues to ensure timely resolutions.
- Identified customer needs, collaborating with departments to effectively address complaints and implement improvements.
- Maintained up-to-date knowledge of company services to answer questions related to coverage, claims, or billing.
- Documented customer interactions in CRM software to ensure accurate tracking and resolution of issues.
- Key Result: Exceeded call center production goals by XX% by achieving top quality and response times compared to peers on average.
Deli Clerk
Farm Fresh
01.2014 - 01.2015
Retail Sales Associate
Walmart
01.2012 - 01.2013
Customer Service Associate
Toys R Us
01.2011 - 01.2012
USPS City Carrier
USPS
Virginia Beach, USA
08.2021
- Champion the planning, scheduling, and delivery of a high volume of mail and packages to residents across the Virginia Beach market.
- Highlighted key outcome: Delivered more than XXX packages with a 100% on-time rate and sustained a XX% customer satisfaction rate.
- Collected and sorted outgoing mail, ensuring on-time delivery and troubleshooting issues to maintain service reliability.
- Advised customers on change of address forms, sold postage, and provided tracking information to enhance customer satisfaction.
- Coordinated effective routes with senior management, optimizing delivery processes to improve service quality.
- Leverage expert-level knowledge, skills, and abilities to safely operate heavy equipment and vehicles according to state laws and regulations.
- Operate in adverse weather conditions or dangerous environments, including rain, snow, and extreme seasonal heat.
ASSISTANT STORE TEAM LEADER GENERAL
PoP Shelf
Virginia Beach, USA
- The Assistant Team Leader helps maintain a clean, well-organized store while assisting the Store Team Leader in creating a customer first store culture through exceptional store standards and team engagement.
- Oversaw store operations, supervising employees, managing merchandise, completing paperwork, and preparing deposits to ensure smooth daily functions.
- Assists the Store Team Leader in creating and supporting a customer first store culture.
- Provides superior customer service to exceed the customer’s expectations; greet and assists customers, and operate cash register and scanner to itemize the customer’s purchase.
- Model product knowledge and selling techniques to enhance the customer experience.
- Help facilitate and maintain a safe, clean and well-organized store environment that delights our customers and employees.
- Facilitated appealing store merchandising to attract customers and enhance shopping experience at popshelf.
- With the assistance of Company merchandising guidelines, rotates product to create eye-catching displays to drive sales.
- Assist Store Team Leader with educating store team about store products so they can engage customers and provide a differentiated, easy, and fun shopping experience.
- Maintain daily and weekly cleaning checklists to provide a superior customer shopping experience.
- Ensure condense and reset standards are maintained consistently each day to provide a clutter free customer shopping experience.
- Managed store opening and closing procedures for security and organization the store a minimum of two days per week.
- Assist Store Team Leader with scheduling employees, providing adequate training for employees, conducting safety meetings, and ensuring employee compliance with company policies and procedures.
- Follow company work processes to manage merchandise, including receiving, unpacking, stocking, restocking and rotating merchandise on shelves and building merchandise displays.
- Assist in maintaining accurate inventory levels by controlling damages, markdowns, scanning, paperwork, and facility controls.
- Ensured financial integrity of store through strict cashier accountability, key control, adherence to company security practices, and cash control procedures; authorized refunds and overrides, counted register tills, and deposited money in bank.
- Assist with management of the store in the Store Team Leader’s absence.
Education
Degree or Coursework -
Bryant And Stratton College
Virginia Beach, VA08-2019
Skills
- Retail management
- Customer operations
- Sales oversight
- Merchandising
- Inventory Control
- POS Systems
- Troubleshooting
- Financial Management
- Team management
- Training
- Development
- Succession Planning
- Staff Coordination
- Distribution Centers
- Business analytics
Early Work Experience
- Deli Clerk, Farm Fresh, 01/14, 12/15
- Retail Sales Associate, Walmart, 01/12, 12/13
- Customer Service Associate, Toys R Us, 01/11, 12/12
Timeline
STORE TEAM LEADER GENERAL
PoP Shelf
08.2021 - Current
USPS City Carrier
USPS
08.2021
Department Head – Sales, Service, Logistics
Hobby Lobby
10.2017 - 08.2021
Supervisor
IT’Sugar
04.2016 - 10.2017
Call Center Representative
IMA
10.2015 - 01.2016
Deli Clerk
Farm Fresh
01.2014 - 01.2015
Retail Sales Associate
Walmart
01.2012 - 01.2013
Customer Service Associate
Toys R Us
01.2011 - 01.2012
ASSISTANT STORE TEAM LEADER GENERAL
PoP Shelf
Degree or Coursework -
Bryant And Stratton College