Jessica Murray
Lufkin,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Assitant Manager
Conns Home Plus
Lufkin, TX
09.2021 - Current
- Established processes for monitoring customer satisfaction levels.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated with management on developing strategic plans for achieving business goals.
- Managed customer service inquiries and complaints in a timely manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Communicated regularly with customers to gain insights into their needs.
- Coordinated with other departments to ensure smooth flow of operations.
- Maintained up-to-date knowledge of company products and services.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
Assistant Operations Manager
Burlington
Houston, TX
09.2014 - 08.2021
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Developed and implemented operational procedures to ensure quality standards are met.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Addressed customer concerns with suitable solutions.
- Presented performance and productivity reports to supervisors.
- Managed scheduling, training and inventory control.
- Enforced federal, state, local and company rules for safety and operations.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Responded to information requests from superiors, providing specific documentation.
- Oversaw financial management, budget management, accounting and payroll activities.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Collaborated with team leaders on quality audits.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Assistant Merchandising Manager
Burlington
Houston, TX
09.2014 - 08.2021
- Monitored store operations to ensure compliance with company policies and procedures.
- Managed store personnel in order to meet staffing requirements while staying within budget.
- Created seasonal and promotional displays to maximize sales and profits.
- Ensured that all merchandise was properly labeled according to company policy.
- Implemented loss prevention strategies including monitoring security cameras, implementing check-out procedures.
- Provided ongoing training for staff members on how best to utilize merchandise resources.
- Assisted customers in selecting appropriate items based on their individual needs.
- Developed and implemented merchandise strategies to increase sales.
- Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
- Placed prices and descriptive signage to enhance displays and promote items.
- Increased sales through targeted merchandising plans and stocking of desirable inventory.
- Tracked sales trends and recommended adjustments to maximize departmental profitability.
- Executed multiple projects simultaneously, coordinating, and prioritizing tasks.
- Coordinated staff schedules and other labor activities to foster seamless delivery of service.
- Set direction for supervisory team and front-line staff to drive consistency of guest experience.
- Ensured compliance with industry regulations and company policies throughout the merchandising process.
- Implemented inventory control procedures to reduce shrinkage and improve stock accuracy.
- Taught sales staff to properly coordinate clothing racks and counter displays to maximize promotional effectiveness.
- Fostered a culture of continuous improvement, encouraging innovation and best practices in merchandising operations.
- Used historical and current business data to determine key buying trends and items.
- Guided the layout and organization of merchandise in-store, optimizing space for product visibility and customer flow.
- Managed inventory levels across multiple channels to ensure product availability and minimize overstock.
- Led seasonal merchandise planning, aligning inventory with consumer buying patterns and seasonal trends.
- Transformed consumer feedback and fashion trends into successful product assortments.
- Trained and supervised merchandising staff, fostering a team-oriented environment focused on performance and development.
- Executed special projects and promotional events to drive brand awareness and increase customer engagement.
- Managed merchandise assortments, ensuring a balanced and appealing mix of products that meet customer demands.
- Organized and prioritized projects.
Assistant Department Manager
Macys Department Store
Houston, TX
08.2013 - 08.2014
- Conducted regular meetings with team members to discuss progress on projects and tasks.
- Participated in strategic planning initiatives related to the growth of the business.
- Collaborated with other departments to ensure efficient workflow throughout the organization.
- Performed administrative duties such as filing paperwork or creating spreadsheets.
- Provided excellent customer service by responding promptly to inquiries and resolving issues quickly.
- Developed strategies to improve customer service, performance, and productivity.
- Evaluated job applications from potential candidates and conducted interviews when needed.
- Maintained records of employee attendance, absences, vacation time.
- Resolved conflicts between staff members in a professional manner.
- Supervised a team of employees by providing feedback on their work performance and setting expectations for them to follow.
- Monitored departmental progress against established goals and objectives.
- Planned special events or activities related to the department's mission.
- Implemented training programs for new hires and existing staff members.
- Coordinated daily operations within the department.
- Ensured that all safety protocols were followed in accordance with company policy.
- Provided guidance and mentoring to department staff members.
- Assisted in the development of departmental goals and objectives.
- Developed policies and procedures for the department.
- Trained new employees on company policies and procedures.
- Developed and enforced safety protocols, significantly reducing workplace accidents.
Store Manager
Bealls
Lufkin, TX
11.2002 - 08.2013
- Performed regular price checks to ensure competitive pricing.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed daily banking activities such as deposits and withdrawals.
- Recruited, trained and supervised new employees.
- Assessed operational efficiency of the store's departments.
- Ensured compliance with safety regulations and company policies.
- Maintained accurate records of employee performance reviews.
- Developed strategies to maximize sales and profitability.
- Established customer service standards and monitored staff compliance.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Organized promotional events to increase product awareness.
- Monitored employee performance and identified performance gaps for corrective action.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Trained and mentored associates to teach daily tasks and procedures.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Updated and maintained store signage and displays.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Formed and sustained strategic relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Prepared staff work schedules and assigned team members to specific duties.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Customer Service Representative
Thompsons Pharmacy
Lufkin, TX
03.1999 - 10.2002
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
Basic
Diboll High School
Diboll, TX05-2001
Some College (No Degree) - Basic
Angelina College
Lufkin, TXSkills
- Employee Scheduling
- Employee Performance Evaluations
- Sales monitoring
- Cost Reduction
- Operations Management
- Task Delegation
- Recruiting and interviewing
- Product and service knowledge
- Staff Management
- Microsoft Office expertise
- Staff Development
- Business Development
- Workload Management
- Sales Growth
- Customer Relations
- Negotiation
- Team motivation
- Recruitment and hiring
- Strategic Planning
- Staff Training and Development
- Staff Supervision
- Policy administration
- Retail Operations Management
- Business development understanding
- Employee engagement
- Sales Reporting
- Money Handling
- Retail Operations
- Orientation and training
- Employee performance evaluation
- Policy Enforcement
Timeline
Assitant Manager
Conns Home Plus
09.2021 - Current
Assistant Operations Manager
Burlington
09.2014 - 08.2021
Assistant Merchandising Manager
Burlington
09.2014 - 08.2021
Assistant Department Manager
Macys Department Store
08.2013 - 08.2014
Store Manager
Bealls
11.2002 - 08.2013
Customer Service Representative
Thompsons Pharmacy
03.1999 - 10.2002
Basic
Diboll High School
Some College (No Degree) - Basic
Angelina College