Lana McKenzie
Dayton,OH
Summary
Proven leader in retail management, adept at enhancing customer experience and streamlining operations for efficiency. At Murphy USA, spearheaded initiatives that significantly improved store performance and customer satisfaction. Skilled in inventory control and customer service management, demonstrating a keen ability to mentor staff and optimize store organization for peak performance.
Overview
18
18
years of professional experience
Work History
Assistant Store Manager
Murphy USA
Moraine, OH
07.2022 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Drive-Thru Cashier
Ruhi Inc
Wilmington, OH
06.2007 - 07.2008
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Maintained clean and organized workstations, adhering to strict health and safety guidelines.
- Maintained clean, tidy and orderly work station to uphold company standards.
- Managed cash transactions for a high-volume drive-thru, maintaining accuracy and efficiency.
- Demonstrated excellent customer service skills to increase customer satisfaction.
- Enhanced customer satisfaction by providing fast and accurate order processing at the drive-thru window.
- Upsold additional products and services to customers to boost sales.
Front End Supervisor
Community Markets
Wilmington, OH
04.2006 - 06.2007
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Promoted a safe working environment by enforcing safety guidelines among team members consistently.
- Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
Education
Associates In Applied Science - Medical Office Management
Kaplan College
Moraine, OH08.2007
Skills
- Problem-Solving
- Customer Service and Engagement
- Retail Operations
- Inventory Control
- Store Organization
- Time Management
- Attention to Detail
- Store operations
- Stock management
- POS systems operations
- Display Setup
- Inventory counting
- Microsoft Office Suite
- Records Maintenance
Timeline
Assistant Store Manager
Murphy USA
07.2022 - Current
Drive-Thru Cashier
Ruhi Inc
06.2007 - 07.2008
Front End Supervisor
Community Markets
04.2006 - 06.2007
Associates In Applied Science - Medical Office Management
Kaplan College