Ka'Tya Lee
Houston,Texas
Summary
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position.To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Ready to help achieve company goals.
Overview
5
5
years of professional experience
Work History
Store Manager
DHair Boutique
Houston, TX
02.2022 - Current
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Approved regular payroll submissions for employees.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Developed new store location from ground up by hiring and training efficient team.
- Devised processes to boost long-term business success and increase profit levels.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Customer Service Representative
AT&T
Houston, TX
05.2021 - 02.2022
- 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.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
Home Customer Service Agent
Fulfillment, Sutherland
Houston, Texas
08.2020 - 03.2021
- Followed up with customers experiencing ongoing issues to offer additional support
- Increased revenue by offering additional products and services
- Fielded complaints and inquiries from established customers
- Handled advanced issues through escalation or personal service appointments
- Processed payments and issued information about deliveries or other follow-up actions
- Troubleshot technical problems with web or mobile tools and company services
- Opened, updated, and closed customer accounts through web-based system
- L
- Maintained clean, organized, and professional workspace for optimal handling of high call volumes
- Referred unresolved customer grievances to designated departments for further investigation
- Helped improve processes and products by relaying customer feedback
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Resolved issues based on thorough investigations of concerns
- Updated records with all interactions and customers transactions
- Completed inquiries and followed up with customers to share findings and offer solutions
- Avoided revenue losses with diligent attention to customers' needs and complaints
- Met inbound customer needs while maintaining strict performance targets
- Sold products to customers during routine service calls using strong cross-selling abilities
- Identified causes of product malfunctions and credited affected customers.
Home Customer Service Agent
Sourcepoint
Houston, Texas
09.2019 - 08.2020
- Increased revenue by offering additional products and services
- Followed up with customers experiencing ongoing issues to offer additional support
- Fielded complaints and inquiries from established customers
- Troubleshot technical problems with web or mobile tools and company services
- Processed payments and issued information about deliveries or other follow-up actions
- Opened, updated, and closed customer accounts through web-based system
- Maintained clean, organized, and professional workspace for optimal handling of high call volumes
- Handled advanced issues through escalation or personal service appointments
- Met inbound customer needs while maintaining strict performance targets
- Avoided revenue losses with diligent attention to customers' needs and complaints
- Completed inquiries and followed up with customers to share findings and offer solutions
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Identified causes of product malfunctions and credited affected customers
- Sold products to customers during routine service calls using strong cross-selling abilities
- Updated records with all interactions and customers transactions
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Helped improve processes and products by relaying customer feedback
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved issues based on thorough investigations of concerns.
Sales Associate
Footlocker
Houston, Texas
01.2017 - 07.2019
- Explained promotions and special offers to customers
- Resolved customer concerns using strong communication and conflict management skills.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
Education
BBA - Business Administration And Management
Texas Southern University
Houston, TX12.2023
High School diploma - Management
Booker T Washington High School
Houston, TX05.2019
Skills
- Supply Ordering
- Sales Tracking
- Mathematical Calculation and Reasoning
- Department Oversight
- Business Leadership
- Staff Supervision
- Recruiting and Hiring
- Customer Service
- Time Management
- Cash Management
- Shift Scheduling
- Team Development
- Positive and Friendly
- Order and Refund Processing
- Customer Account Management
- Call Documentation
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
Timeline
Store Manager
DHair Boutique
02.2022 - Current
Customer Service Representative
AT&T
05.2021 - 02.2022
Home Customer Service Agent
Fulfillment, Sutherland
08.2020 - 03.2021
Home Customer Service Agent
Sourcepoint
09.2019 - 08.2020
Sales Associate
Footlocker
01.2017 - 07.2019
BBA - Business Administration And Management
Texas Southern University
High School diploma - Management
Booker T Washington High School
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