Lana Emerson
Gladstone,MO
Summary
Dynamic professional with a proven track record at Walmart, excelling in customer service and team collaboration. Recognized for enhancing customer satisfaction through effective problem-solving and attention to detail. Skilled in inventory management and fostering a positive work environment, driving operational excellence and team productivity.
Overview
27
27
years of professional experience
Work History
Stocking Team 1
Walmart
Kansas City, MO
02.2020 - 02.2026
- Trained staff on company policies, procedures, and safety protocols to enhance team effectiveness.
- Monitored inventory levels and collaborated with suppliers to maintain optimal stock availability.
- Analyzed sales trends to identify opportunities for product placement and promotional strategies.
Post Closing Specialist
Indymac Federal Bank/Financial Freedom
Overland Park, KS
02.2008 - 03.2009
- Preparation of reverse mortgage documents for digital retrieval
- Document shipping
- Construction and implementation of new policies
- Employee training
- Retrieving from title companies and/or escrow companies
- Drawing up assignments
- Drawing up modifications
- Sending letters and/or documents to be signed and returned
Department Manager
Walmart
Kansas City, MO
02.2019 - 02.2020
- Led team in daily operations, ensuring efficient service and customer satisfaction.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
- Increased productivity by identifying bottlenecks and implementing targeted solutions.
- Increased customer satisfaction with proactive issue resolution strategies.
- Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
- Championed customer-first approach, significantly enhancing customer experience and loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- 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.
Mortgage Closer
James B. Nutter & Company
Kansas City, MO
07.2012 - 09.2018
- Reviewed loan documentation for accuracy and compliance with company policies.
- Coordinated with lenders, title companies, and clients to facilitate closing processes.
- Prepared closing disclosures and settlement statements in accordance with federal guidelines.
- Communicated effectively with internal teams to resolve discrepancies in loan files.
- Ensured timely completion of all closing documents to meet scheduled deadlines.
- Monitored regulatory changes to maintain up-to-date knowledge of industry standards.
- Developed streamlined processes for document management to enhance operational efficiency.
- Enhanced customer satisfaction with timely and accurate mortgage closings, maintaining a professional demeanor throughout the process.
- Coordinated scheduling of closings between buyers, sellers, attorneys, and lenders for a smooth transaction experience.
- Improved loan closing efficiency by streamlining document preparation and verification processes.
- Increased accuracy in calculating escrow amounts by implementing improved data entry techniques and double-checking computations.
- Balanced funding sheets accurately, verifying that all financial figures were correct before disbursing funds to appropriate parties.
- Reviewed executed documents thoroughly post-closing to ensure completion of required forms before final submission to investor or servicer partners.
- Ensured proper document storage and disposal, safeguarding sensitive financial information in accordance with company policies and legal requirements.
- Maintained a high level of accuracy and professionalism while managing a large caseload of loans, consistently meeting or exceeding performance targets.
- Maintained compliance with federal and state regulations, ensuring each mortgage transaction adhered to established guidelines.
- Resolved issues efficiently during the pre-closing stage, minimizing delays and keeping transactions on schedule.
- Organized and prioritized multiple loan files simultaneously, maintaining strict deadlines to meet client expectations.
- Reduced errors in loan documentation by implementing thorough quality control measures.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Explained very technical financial information to applicants in easy to understand language.
Document Clerk for Iron Mountain
Aerotek
Olathe, KS
05.2011 - 08.2011
- Organized and maintained document filing systems for easy retrieval and compliance.
- Processed incoming documents, ensuring accuracy and proper categorization.
- Implemented tracking systems for document flow, streamlining operations.
- Reviewed documents for quality assurance, ensuring adherence to company standards.
- Converted documents from one application to another.
- Created and maintained user accounts and properly routed documents for approval and training.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
- Performed quality control checks on scanned documents, ensuring their readability and accuracy before uploading into the system.
- Data entry
Emergency Dispatch Operator
ADT Security Services
Kansas City, MO
08.2009 - 09.2010
- Operated multi-line phone systems to efficiently manage incoming emergency calls.
- Coordinated response efforts with law enforcement and emergency services, ensuring timely assistance.
- Maintained accurate records of incidents and communications in electronic databases.
- Conducted thorough assessments of emergency situations to prioritize dispatch actions effectively.
- Provided clear instructions to callers during crisis situations, enhancing caller confidence and safety.
- Implemented process improvements that streamlined communication protocols among team members.
- Promoted the efficient use of available resources by accurately logging equipment usage and availability data.
- Reduced errors in dispatch operations by meticulously verifying critical details such as location information and incident specifics before deploying resources.
Document Management Department
OneWest Bank/Financial Freedom
Kansas City, KS
03.2009 - 06.2009
- Resolved problems, improved operations, and provided exceptional service.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Identified issues, analyzed information, and provided solutions to problems.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
Document Quality Control & Assurance Specialist
Bossler/Hix
Overland Park, KS
05.2007 - 02.2008
- Trailing documents
- Preparation and scanning of reverse mortgage documents for internal use
- CEU (Central Exception Unit) correction of mortgage documents
Store Manager
A&W Oak Park Mall
Overland Park, KS
11.2001 - 12.2006
- Supervised daily operations to ensure compliance with health and safety standards.
- Trained and mentored staff on customer service protocols and product knowledge.
- Managed inventory levels to optimize stock availability and reduce waste.
- Implemented promotional campaigns to drive sales and enhance customer engagement.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Coordinated scheduling to maintain adequate staffing during peak hours.
- Resolved customer complaints effectively, enhancing overall satisfaction ratings.
- Developed team performance metrics to track productivity and improve outcomes.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
Merchandising Coordinator
Marshalls
Overland Park, KS
05.2000 - 11.2001
- Coordinated merchandising strategies to enhance product visibility and sales performance.
- Collaborated with cross-functional teams to optimize planogram execution and store layout.
- Implemented visual merchandising standards to elevate customer shopping experience.
- Supported training initiatives for staff on best merchandising practices and techniques.
- Developed promotional displays that aligned with seasonal marketing campaigns and brand strategy.
- Inspected merchandise for quality and arranged proper display location on floor.
- Established strong relationships with cross-functional teams for seamless communication and project execution.
- Improved store sales by developing and executing effective merchandising strategies.
- Increased customer satisfaction by ensuring proper product placement and presentation.
- Enhanced product visibility through the creation of eye-catching displays and timely promotions.
- Streamlined inventory management processes for better stock control and reduced waste.
- Coordinated seasonal resets and planogram updates to keep merchandise fresh and relevant.
- Trained retail staff on best practices for visual merchandising, enhancing overall store appearance.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
Shift Leader
A&W Great Plains Mall
Olathe, KS
09.1998 - 05.2000
- Supervised daily operations, ensuring compliance with food safety and quality standards.
- Trained new team members on service protocols and operational procedures.
- Managed inventory levels, coordinating timely restocking of supplies and ingredients.
- Resolved customer inquiries and issues, enhancing overall satisfaction and loyalty.
- Conducted regular performance evaluations, providing constructive feedback to staff members.
- Led team meetings to discuss goals, challenges, and strategies for improvement.
- Monitored cash handling procedures, ensuring accuracy during transactions and end-of-shift reports.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Monitored equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity.
- Conducted regular evaluations of employee performance, providing constructive feedback for continuous improvement.
- Improved customer satisfaction by promptly addressing their concerns and providing exceptional service.
- Enhanced team efficiency by leading shift changeovers, ensuring smooth operations without downtime.
- Streamlined communication between team members, which helped in resolving issues more quickly.
- Fostered positive work environment, leading to higher employee morale and reduced turnover.
- Maintained cleanliness and organization of workspace, adhering to health and safety standards.
- Coordinated with kitchen staff to ensure timely preparation of food, reducing customer wait times.
- Developed training program for new employees, speeding up their integration into team.
- Implemented system for tracking employee performance, identifying areas for improvement.
Education
High School Diploma - General Studies
Olathe South High School
Olathe, KS05-2000
Skills
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Flexible and adaptable
Dependable and responsible
Multitasking Abilities
Critical thinking
Organizational skills
Active listening
Decision-making
Verbal communication
Timeline
Stocking Team 1
Walmart
02.2020 - 02.2026
Department Manager
Walmart
02.2019 - 02.2020
Mortgage Closer
James B. Nutter & Company
07.2012 - 09.2018
Document Clerk for Iron Mountain
Aerotek
05.2011 - 08.2011
Emergency Dispatch Operator
ADT Security Services
08.2009 - 09.2010
Document Management Department
OneWest Bank/Financial Freedom
03.2009 - 06.2009
Post Closing Specialist
Indymac Federal Bank/Financial Freedom
02.2008 - 03.2009
Document Quality Control & Assurance Specialist
Bossler/Hix
05.2007 - 02.2008
Store Manager
A&W Oak Park Mall
11.2001 - 12.2006
Merchandising Coordinator
Marshalls
05.2000 - 11.2001
Shift Leader
A&W Great Plains Mall
09.1998 - 05.2000
High School Diploma - General Studies
Olathe South High School