Larraine Elliott
Haverhill,MA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Kohl's
01.2023 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Front End Supervisor
Lowe's
03.2015 - 06.2023
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Implemented improved cash handling procedures, reducing discrepancies and ensuring accurate financial records.
- Managed inventory levels in the front-end area to avoid stockouts or overstock situations, ensuring optimal product availability.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
- Conducted regular training sessions for new hires and existing employees on company policies, procedures, and best practices.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Assisted in the development of staff schedules to ensure adequate coverage during peak hours while minimizing labor costs.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored team members to enhance professional development and accountability in workplace.
- Utilized store analytics to identify areas of improvement in customer experiences.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
HR Operations Specialist
Accenture
09.2007 - 05.2011
- Streamlined HR operations by implementing efficient processes and procedures.
- Improved employee satisfaction with the implementation of targeted engagement initiatives.
- Managed benefits administration for a diverse workforce, ensuring compliance and accuracy.
- Developed comprehensive onboarding programs to quickly integrate new employees and reduce turnover rates.
- Collaborated effectively with cross-functional teams to achieve company-wide goals and drive positive change within the organization.
- Contributed to succession planning initiatives aimed at preparing future leaders within the organization for success in their roles.
- Partnered with department managers to identify skills gaps within their teams, driving targeted training opportunities that addressed these deficiencies.
- Organized and carried out weekly status meetings to inform staff of developments, goals and tactics as well as best practices suggestions to drive success.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
- Developed and implemented onboarding and orientation programs for new employees.
- Completed human resource operational requirements by scheduling and assigning employees.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Administered employee benefits programs and assisted with open enrollment.
- Forecasted quarterly business needs while acquiring customer feedback for process improvements.
- Evaluated HR metrics and analytics to identify trends, guiding strategic decision-making in support of overall business goals.
- Managed employee relations issues proactively, fostering a harmonious work environment where conflicts were resolved quickly and fairly.
Skills
- Schedule Coordination
- Report Preparation
- Project Management
- Training and Mentoring
- Workflow Management
- Effective Workflow Management
- Research and Due Diligence
- Decision-Making
- Performance Evaluations
- Workforce Management
- Time Management
- New Hire Training
- Personnel Training and Development
- Deadline-Oriented
Timeline
Customer Service Manager
Kohl's
01.2023 - Current
Front End Supervisor
Lowe's
03.2015 - 06.2023
HR Operations Specialist
Accenture
09.2007 - 05.2011