Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kayla Owens

Summary

Energetic Leader dedicated to enhancing customer satisfaction, meeting sales and profitability goals and managing staff. Recognized for leading and guiding staff to meet common organizational targets. Well organized with stellar time management abilities.

Overview

11
11
years of professional experience

Work History

Department Manager

Sam's Club
09.2020 - Current
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Created and enforced department policies, procedures and standards to establish productivity and quality.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Developed and implemented useful inventory management strategies to maximize sales and reduce costs.
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • 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.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Manager

Ross Dress For Less
09.2019 - 09.2020
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Team Leader

Sam's Club
04.2016 - 09.2019
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Built relationships with customers to encourage repeat business.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Developed and maintained positive relationships with customers to enhance service.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Prepared and served various food and drink items to customer specifications in fast-paced environments.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Operated dishwashing and sanitizing equipment according to manufacturer instructions.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Learned other teammates' work tasks to train as backup.
  • Handled multiple tasks simultaneously to maximize work efficiency.
  • Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
  • Unloaded materials and goods at designated locations for best project availability.
  • Located proper slots on storage racks and set pallets in place with forklift.

Hostess

Charleston's Restaurant
02.2013 - 04.2016
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Accommodated special seating requests for guests to enhance satisfaction.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
  • Relayed guest comments or suggestions to manager on duty for further action.
  • Used cash registers and credit card machines to cash out customers.
  • Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
  • Answered phone calls to take orders, give information and document reservations.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Completed daily side work and opening and closing duties without fail.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Backed up servers by checking on tables and retrieving items for guests.
  • Minimized customer service complaints by expertly managing customer expectations during busy periods.
  • Provided patrons with estimated waiting times during peak service hours.

Education

High School Diploma -

U. S. Grant High School
Oklahoma City, OK
05.2015

Skills

  • Protocol Adherence
  • Administrative Duties
  • Data Accuracy
  • Retail Management
  • Employee Relationships
  • Plan Projects
  • Coaching and Mentoring
  • Motivational Leadership
  • Customer Engagement
  • Reading Comprehension
  • Senior Leadership Support

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained new employees on proper forklift operation and safety.
  • Food service certifications.


Timeline

Department Manager

Sam's Club
09.2020 - Current

Manager

Ross Dress For Less
09.2019 - 09.2020

Team Leader

Sam's Club
04.2016 - 09.2019

Hostess

Charleston's Restaurant
02.2013 - 04.2016

High School Diploma -

U. S. Grant High School

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Kayla Owens