Kecia Cook
Winter Haven
Summary
Experienced Frontend Team Lead specializing in customer service and team development. Demonstrated ability to resolve escalated issues promptly while training staff to maintain operational consistency. Eager to leverage strong leadership skills to enhance team performance and customer loyalty.
Overview
27
27
years of professional experience
Work History
Frontend Team Lead Manager
Wal-Mart Supercenter
Winter Haven
07.2025 - 06.2026
- Supervised team members, improving store operations and customer service outcomes.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Motivated staff through positive reinforcement, fostering a supportive work environment.
- Trained new associates on store policies and procedures to optimize performance.
- Conducted one-on-one coaching sessions, promoting personal development and skill advancement.
Frontend Team Lead Manager
Walmart
Virginia Beach
04.2017 - 06.2025
- Supervised team members, improving store operations and customer service.
- Implemented safety protocols to provide a secure shopping environment for customers.
- Trained new staff on essential processes, ensuring operational consistency.
- Assisted in scheduling shifts to maximize staff coverage during peak hours.
- Resolved escalated customer complaints promptly to maintain satisfaction and loyalty.
- Motivated staff with positive reinforcement techniques, boosting morale and performance.
Customer Service Manager
Walmart
Virginia Beach
10.2014 - 04.2017
- Led customer service team to provide timely assistance and support, enhancing overall service quality.
- Oversaw daily operations to maintain exceptional customer satisfaction levels through effective service strategies.
- Built strong relationships with customers, managers, and team members, promoting collaboration and a positive work culture.
Cashier
McDonald's
Norfolk
06.2008 - 10.2014
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Managed cash register, balancing drawers at the beginning and end of shifts.
- Processed customer transactions efficiently at high-volume fast-food restaurant.
- Maintained cleanliness and organization of cashier area and dining space.
Environmental Services Housekeeper
Sentara Norfolk General Hospital
Norfolk
04.2003 - 10.2008
- Maintained cleanliness in patient rooms and common areas to support patient safety and comfort.
- Sanitized surfaces, furniture, and equipment to reduce risk of infection transmission.
- Restocked soap and hand sanitizer dispensers to enhance hygiene practices.
Cashier
McDonald's
Norfolk
06.1999 - 09.2003
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Processed customer transactions efficiently at high-volume fast-food restaurant.
- Maintained cleanliness and organization of cashier area and dining space.
Education
High School Diploma -
Maury High School
Norfolk, VA06-2001
Skills
- Team leadership
- Performance evaluations
- Staff training
- Customer service
- Operational safety
- Shift scheduling
Timeline
Frontend Team Lead Manager
Wal-Mart Supercenter
07.2025 - 06.2026
Frontend Team Lead Manager
Walmart
04.2017 - 06.2025
Customer Service Manager
Walmart
10.2014 - 04.2017
Cashier
McDonald's
06.2008 - 10.2014
Environmental Services Housekeeper
Sentara Norfolk General Hospital
04.2003 - 10.2008
Cashier
McDonald's
06.1999 - 09.2003
High School Diploma -
Maury High School