Latasha McNair
Richmond
Summary
Experienced Retail Sales Associate, with four plus years of customer service experience working in dynamic, fast-paced environments. Strong interpersonal skills and a personable demeanor, committed to developing long-term relationships to foster recurring business and guarantee customer satisfaction.
Experienced with customer relationship management, focusing on retention and quality. Known to utilize strategic thinking to identify and resolve issues ensuring customer loyalty. Looking to further my continuous strength and understanding of communication techniques and my ability to resolve conflict properly.
Overview
8
8
years of professional experience
Work History
Customer Retention Specialist
T-Mobile
01.2023 - Current
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk customers.
- Data driven decision making utilized customer data to identify high-risk accounts and implement tailored retention strategies
- Resolve service and billing issues to enhance customer satisfaction and loyalty
- Managing customer accounts within the T-Mobile ecosystem, ensuring seamless service transitions, resolving issues and proactively preventing customer churn. Skilled in leveraging data-driven insights enhance customer engagement and retention
Internship Trainer Part II
T-Mobile
11.2024 - 02.2025
- Assess the effectiveness of training programs
- Keep track of training materials and resources
- Ensure training sessions are engaging motivational for new hires
- Collaborating with head leadership to identify skill gaps
- Manage training schedule and logistics
- Deliver individualized coaching and mentorship on managing live account handling scenarios
Internship Trainer
T-Mobile
08.2023 - 02.2024
- Liaised with interns to discuss issues and solve problems.
- Assisted interns in preparing for post-internship job searches with resume reviews, mock interviews, and career guidance.
- Enhanced internship program effectiveness by developing and implementing comprehensive training modules
- Determine what training is needed for new employees
- Create training courses and objectives.
- Teach new employees about T-Mobile products, services, and processes
Account Associate
T-Mobile
06.2021 - 01.2023
- Developed strong relationships with customers through consistent communication and proactive problemsolving.
- Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly.
- Provide effective and timely resolution of various customer inquiries and concern.
- Build customer loyalty and value through effective account management, identifying appropriate additional products, features, and services, and collecting past due balances.
- Deliver exceptional customer service using resource documentation for reference and automated and training tools provided.
Retail Store Manager
Shoe City
08.2019 - 06.2021
- Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Optimized store displays and appearance via strategic merchandising.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Trained new employees on proper protocols and customer service standards.
- Improved sales process and tracking with implementation of new point of sale (POS) system.
- Completed routine store inventories.
- Performed nightly store and team performance audits.
- Resolved customer service issues promptly.
- Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
- Submitted orders for new inventory.
Assistant Manager
Shoe City
10.2017 - 08.2019
- Coached team on effective upselling and cross-selling methods.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Trained team members in successful strategies to meet operational and sales targets.
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Attended monthly sales meetings and reported pertinent information to employees.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
Customer Service Representative
Shoe City
09.2016 - 10.2017
- Checked prices for customers and processed items sold by scanning barcodes.
- Educated customers on promotions to enhance sales.
- Answered questions about store policies and concerns to support positive customer experiences.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Maintained records related to sales, returns and inventory availability.
- Engaged with customers to effectively build rapport and lasting relationships.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Advanced to keyholder and assistant manager-in-charge in manager's absence.
Education
High School Diploma -
Highland Springs High School
Highland Springs, VASkills
- Team leadership
- Strong technical skills
- Precise decision-making skills
- Dependable and reliable
- Strong organizational skills
- Strong multi-tasking
- Scheduling knowledge
- Effective leader
- Relationship building
- Coaching and mentoring
- Conflict resolution
- Problem- solving skills
- Time Management
Accomplishments
- Promoted to assistant manager in only 1 year timeframe.
- Managed and led a team of 9 Retail Sales Associates.
- Promoted to retail store manager in only 3 year timeframe.
- Promoted to Specialist in only 1 year timeframe with T-Mobile.
- Internship with just being 7 months of being in a new position.
- 10% top performance for the entire site.
Timeline
Internship Trainer Part II
T-Mobile
11.2024 - 02.2025
Internship Trainer
T-Mobile
08.2023 - 02.2024
Customer Retention Specialist
T-Mobile
01.2023 - Current
Account Associate
T-Mobile
06.2021 - 01.2023
Retail Store Manager
Shoe City
08.2019 - 06.2021
Assistant Manager
Shoe City
10.2017 - 08.2019
Customer Service Representative
Shoe City
09.2016 - 10.2017
High School Diploma -
Highland Springs High School
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