Jessi Ferra
Ponca City,Oklahoma
Summary
Dynamic Front End Team Lead at Walmart with a proven track record in enhancing user experience through innovative web design. Skilled in mentoring and team collaboration, I successfully implemented Agile methodologies, boosting productivity by 30%. Adept at problem-solving and fostering relationships, I drive project success and elevate customer satisfaction.
Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables, and baggage. Easily adaptable to high-pressure, dynamic situations.
Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication, and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations.
Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes.
Seasoned retail management professional with demonstrated history of success in boosting team productivity and operational efficiency. Manage and encourage staff to achieve continuous improvements and maximize customer service standards. Proven leader with analytical approach to tackling day-to-day and complex challenges.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Dedicated Front End Supervisor well-versed in satisfying customers with exceptional service and support. Accurate and efficient in handling money, assigning tasks and maintaining customer areas. Prepared to bring Number years of experience to dynamic new position.
Energetic Front Desk Assistant with experience helping guests with check-in and travel tasks. Talented in planning outings for guests, providing needed resources, and creating enjoyable visits.
Overview
8
8
years of professional experience
Work History
Front End Team Lead
Walmart
Blackwell, OK
04.2023 - 04.2024
- Led front-end development team to enhance user experience through innovative web design solutions.
- Collaborated with cross-functional teams to define project scope and deliverables, ensuring alignment with business objectives.
- Mentored junior developers by providing guidance on best practices and coding standards to improve code quality.
- Streamlined development processes by implementing Agile methodologies, increasing team productivity and project turnaround times.
- Established coding standards within the team, fostering collaboration and promoting best practices in software development.
- Managed client relationships by communicating project progress updates regularly and addressing any concerns proactively.
- Mentored junior developers, offering guidance and support to increase their technical skills and confidence levels.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Effectively delegated tasks among team members based on individual strengths, ensuring a balanced workload and efficient project completion.
- Fostered an open, collaborative work environment by promoting regular communication between team members and encouraging the sharing of ideas and solutions to common challenges.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Sales Associate
Walmart
Del City, OK
01.2022 - 04.2023
- Collaborated with team members to restock merchandise and manage inventory levels.
- Managed returns, exchanges and refunds in accordance with store policy.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Collaborated with team members to achieve monthly sales targets.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Developed strong rapport with customers and created positive impression of business.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Performed cash, card, and check transactions to complete customer purchases.
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained clean and organized sales floor to ensure efficient customer navigation.
- Operated point-of-sale system accurately for transaction processing and cash handling.
- Identified customer needs and provided tailored product recommendations to drive sales.
- Developed familiarity with store policies and procedures for improved compliance and efficiency.
- Engaged in continuous learning of product features to support informed customer interactions.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Front End Team Lead
Walmart
Del City, OK
10.2020 - 01.2022
- Effectively delegated tasks among team members based on individual strengths, ensuring a balanced workload and efficient project completion.
- Fostered an open, collaborative work environment by promoting regular communication between team members and encouraging the sharing of ideas and solutions to common challenges.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Support Manager
Walmart
Del City, OK
04.2020 - 10.2020
- Managed daily operations to enhance customer service and team efficiency.
- Implemented process improvements that increased workflow efficiency across departments.
- Collaborated with cross-functional teams to address customer feedback and resolve issues promptly.
- Utilized inventory management systems to track stock levels and reduce shrinkage incidents.
- Led initiatives focused on enhancing store presentation and merchandising standards.
- Managed daily operations to ensure smooth functioning of the support department.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
- Streamlined support processes for increased efficiency and improved response times.
- Fostered positive team culture, encouraging open communication and collaboration among team members.
- Conducted periodic customer surveys to gauge satisfaction levels and identify areas for service improvement.
- Enhanced team morale with regular recognition programs, acknowledging outstanding contributions to team success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
Department Manager
Walmart
Ponca City, OK
10.2019 - 04.2020
- Led daily operations to optimize inventory management and enhance product availability.
- Streamlined department processes, improving team efficiency and reducing operational costs.
- Trained and mentored staff on customer service standards and operational procedures.
- Implemented loss prevention strategies to minimize shrinkage and protect assets.
- Analyzed sales data to forecast trends and adjust inventory levels accordingly.
- Developed promotional displays to increase product visibility and drive sales performance.
- Enhanced employee engagement through regular feedback sessions and recognition programs.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Established clear performance expectations for staff members which led to increased accountability.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Increased customer satisfaction with proactive issue resolution strategies.
- Enhanced team productivity by implementing streamlined workflow processes.
- Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.
- Oversaw departmental budgets to ensure financial efficiency, leading to significant reduction in unnecessary expenditures.
- Championed customer-first approach, significantly enhancing customer experience and loyalty.
- Spearheaded diversity and inclusion initiative, resulting in more cohesive and collaborative team environment.
- Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Sales Associate
Walmart
Ponca City, Oklahoma
04.2016 - 10.2019
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained clean and organized sales floor to ensure efficient customer navigation.
- Operated point-of-sale system accurately for transaction processing and cash handling.
- Identified customer needs and provided tailored product recommendations to drive sales.
- Developed familiarity with store policies and procedures for improved compliance and efficiency.
- Engaged in continuous learning of product features to support informed customer interactions.
- Supported promotional activities by setting up displays that attracted customer attention.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
Education
Associate of Science - Massage Therapy
Heritage College
Oklahoma City, OK12.2012
High School Diploma -
Frontier Public School
Red Rock, OK05.2011
Skills
- Customer service
- Problem-solving skills
- Time management
- Listening skills
- Cash counting
- Cash handling
- Relationship building and management
- Training and mentoring
- Goals and performance
- Administrative skills
- Team building
- Cash register operation
- Cash handling accuracy
- Employee motivation
- Accurate money handling
- Team supervision
- Opening and closing procedures
- Complaint resolution
- Staff supervision
- Workflow management
- Conflict management
- Operations
- Effective planning
- Performance improvement
- Fraud prevention
- Refunds processing
- Credit returns processing
- Checkout monitoring
- Shift checklists
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Customer service management
- Relationship building
- Phone and email etiquette
- Employee supervision
- Documentation and recordkeeping
- Team management
- Data entry
- Handling complaints
- Leadership development
- Self motivation
- Coaching and mentoring
Timeline
Front End Team Lead
Walmart
04.2023 - 04.2024
Sales Associate
Walmart
01.2022 - 04.2023
Front End Team Lead
Walmart
10.2020 - 01.2022
Support Manager
Walmart
04.2020 - 10.2020
Department Manager
Walmart
10.2019 - 04.2020
Sales Associate
Walmart
04.2016 - 10.2019
Associate of Science - Massage Therapy
Heritage College
High School Diploma -
Frontier Public School