Lanaye Drake
Baltimore,MD
Summary
Lanaye Drake is currently a Major in small Business and minor in marketing with personal studies in Digital Marketing and has customer service and sales agent training.
Lanaye Drake is highly trained Key Holder with demonstrated success in team leadership and sales strategy. Exceptional retail experience and sales expertise with talent for upselling. Work closely with marketing and small business while attending UMGC for 7 semesters. Attentive retail professional brings 4 years of experience in managing highly effective teams and creating atmosphere of teamwork and growth to drive company success. In-depth knowledge of customer support and data . Service -oriented leader with positive attitude and remarkable work ethic.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Lead Key Holder
The Inspiration Co
10.2023 - Current
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring positive shopping experience.
- Enhanced store sales by implementing effective merchandising strategies and engaging customers with product knowledge.
- Handled escalated customer concerns with tactful diplomacy, often turning dissatisfied customers into loyal patrons.
- Maintain clean, organized store environment by implementing regular cleaning schedules and following merchandising guidelines.
- Demonstrated expertise in product knowledge across various departments within store, leading to improved upselling techniques among staff members.
- Supported loss prevention efforts by conducting regular audits, identifying potential risks, and reporting suspicious activities to management.
- Improved inventory accuracy by conducting regular audits and implementing efficient tracking system.
- Performed data entry and completed proper paperwork.
Shift Leade
Lidl US
06.2023 - 10.2023
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into team
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Maintained clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- 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 cohesive workplace culture.
PSA Airport service
Prospect Airport Services
12.2022 - 05.2023
- I work closely with disabled passengers, to make sure they can move through out the airport with little to no problems
- Managed passengers checking bags
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Managed flight schedules and transportations
- CPR certification
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Used airline computer system to create airline tickets and boarding passes.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage and passengers arrival and departures.
Customer Service Sales Representative
Arcadia Energy
07.2022 - 12.2022
- Trained representative of energy company
- Worked with BGE customer to connect them to more affordable and environmentally efficient energy source
- Worked continuously with trainers for experience with technical customer support and customer service
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
Sales Associate/Customer Service
Magic Memories
02.2022 - 07.2022
- Technical customer sales representative
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided general support to staff as required and took essential manager training courses
- Participated in onsite customer evaluation for feature product purchases
- Contributed to product development.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Cutco Sales Representative
Cutco
12.2021 - 02.2022
- Assisted in development and presentation of sales materials
- As well as collect and distribute sales information, conduct client surveys, and strategically used marketing tools for sales opportunities with clients
- I am also trained in client/customer service.
Cashier
Stokos Sub Shop
11.2019 - 02.2021
- I worked cash register and order arrangements
- I also was taught phone edict in a business and money management
- Operation of registers and final count of profit made at each station at the time of closing.
- Opened and closed store
- Welcomed guests
- Counted cash drawers
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
No Degree - Marketing Management And Research
University of Maryland-University College
Baltimore, MD05.2026
High School Diploma -
Baltimore Polytechnic Institute
Baltimore, MD06.2021
Skills
- Cash Handling
- Cashiering
- Food Safety
- Team Work
- Host/hostess experience
- Sales training
- Leadership
- Communication skills
- Customer service
- Strong attention to detail
- Store operations
- Staff Training and Development
- Performance Evaluations
- Budgeting and financial planning
- Customer service (4 years)
- Computer skills
- Digital marketing
- Team motivation
- Critical Thinking
- Microsoft Excel
- Conflict Resolution
- Client Relations
- Professional telephone demeanor
Certification
Driver's License, 03/01/22, 12/01/24, Have my own reliable transportation
Groups
Baltimore Children & Youth Fund, 08/01/21, Present, I'm a representative of Baltimore Children and Youth Fund, I sit on the board as a youth board member. I support the movement and operation of this non-profit organization.
Relocation
- Baltimore, MD
- Towson, MD
- Baltimore County, MD
Film and content creation
Work closely with social networks and trending seo. Maintaining audience engagement and promoting product sales.
Timeline
Lead Key Holder
The Inspiration Co
10.2023 - Current
Shift Leade
Lidl US
06.2023 - 10.2023
PSA Airport service
Prospect Airport Services
12.2022 - 05.2023
Customer Service Sales Representative
Arcadia Energy
07.2022 - 12.2022
Sales Associate/Customer Service
Magic Memories
02.2022 - 07.2022
Cutco Sales Representative
Cutco
12.2021 - 02.2022
Cashier
Stokos Sub Shop
11.2019 - 02.2021
No Degree - Marketing Management And Research
University of Maryland-University College
High School Diploma -
Baltimore Polytechnic Institute