Kenya Franklin
Jackson,TN
Summary
Responsive team leader with strong sales background combined with motivational and encouraging style. Talented trainer, problem-solver and planner takes on routine and complex job functions to promote business success. Well-organized and proactive retail professional with good communication skills and positive attitude.
Management professional bringing background, leadership talents, and focus on performance. Continuously reviews work to identify areas of opportunity. Focused on enhancing workflows and procedures to maximize team success.
Resourceful professional in workforce supervision recognized for high productivity and efficient task completion. Possess strong capabilities in team leadership, operational workflow optimization, and conflict resolution. Excel in communication, problem-solving, and adaptability to ensure smooth operations and team cohesion. Committed to elevating workplace standards through proactive management and employee engagement.
Skilled supervisor in the field of helpers, laborers, and material movers with background in overseeing day-to-day operations and team management. Possess strong leadership abilities, effective communication skills, and capability to improve workflow efficiency. Known for enhancing team productivity and maintaining high levels of work quality through hands-on guidance and support.Implemented operational improvements leading to smoother processes and increased job satisfaction among team members.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
Work History
Floor Supervisor
Ross Dress for Less
Jackson, TN
08.2024 - Current
- Ensured compliance with safety regulations and company policies.
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- Scheduled staff shifts and assigned duties to ensure efficient workflow.
- Processed customer payments accurately and efficiently.
- Developed employee training materials and conducted orientation sessions for new hires.
- Resolved customer complaints in a timely and professional manner.
- Conducted regular store audits to identify areas of improvement or potential risks.
- Provided excellent customer service by responding promptly to inquiries from customers or team members.
- Maintained a clean, organized, and safe work environment at all times.
- Assisted with the hiring process by screening resumes, conducting interviews, and making recommendations for hire.
- Performed daily opening and closing procedures according to established guidelines.
- Managed cash register operations including deposits, withdrawals, transfers.
- Tracked sales data on a weekly basis to identify trends or patterns in customer behavior.
- Analyzed financial statements such as balance sheets, income statements., for accuracy.
- Coordinated with vendors regarding product availability, pricing information, delivery schedules.
- Created reports summarizing store operations performance and identified opportunities for improvement.
- Addressed employee issues and conflicts to provide input, feedback, and coaching.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Worked directly with store manager to verify achievement of sales, retention and quality targets.
Customer Service Representative
Automatic Health System
Nashville, Tennessee
11.2022 - 10.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
Home Manager
DNS community service
Jackson , TN
01.2006 - 11.2020
- Planned, coordinated, and scheduled daily activities for residents and staff.
- Supervised staff to ensure quality care was provided in accordance with regulations.
- Developed and implemented resident-centered care plans to meet individual needs.
- Monitored medication administration by staff members according to physician's orders.
- Provided leadership for the development of new programs and services for residents.
- Maintained a safe environment for all residents through regular building inspections and safety drills.
- Assisted with admissions process including orientation of new residents to their home environment.
- Documented daily progress notes on each resident's condition and behavior changes.
- Encouraged communication between family members and caregivers and appropriate facility personnel.
- Participated in interdisciplinary team meetings to discuss resident care plans.
- Managed financial operations such as budgeting, payroll processing, accounts payable and receivable.
- Trained staff on proper infection control procedures and policies in order to protect residents from potential harm.
- Evaluated employee performance through observation and review of written documentation.
- Organized creative and fun activities, enhancing children's physical, emotional and social well-being.
Education
Businesses And Administrating
Bethel University
Jackson , TN01-2025
GED -
North Side High School
Jackson , TN01-2001
Skills
- Stock management
- Operations Oversight
- Team Leadership
- Performance Improvements
Timeline
Floor Supervisor
Ross Dress for Less
08.2024 - Current
Customer Service Representative
Automatic Health System
11.2022 - 10.2024
Home Manager
DNS community service
01.2006 - 11.2020
Businesses And Administrating
Bethel University
GED -
North Side High School