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
Saugus, MA
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
Framingham, MA
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
Boston, MA
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