Lawanda Lewis
Marietta,Georgia
Summary
Passionate and dedicated with 30 plus years of customer service experience, well-versed in handling any situation. A critical-thinker with the ability to administer appropriate service in a timely manner with a calm demeanor, carrying out policies with effectiveness and determination. Team player dedicated to workplace and customer service satisfaction. Energetic professional with documented success in managing retail sales, inventory control and advertising. Well-versed in running successful remote call center, retail store, including opening and closing procedures. Talented at motivating employees to performance excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Retail Sales Manager
Nike
Beaverton, OR
07.2023 - Current
- Analyzed customer feedback surveys to identify areas of improvement.
- Promoted available products and services to customers during service, account management and order calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Provided coaching and guidance to call center team members on customer service skills.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Customer Service Manager (CSM)
Hobby Lobby
Kennesaw, GA
12.2020 - 08.2023
- Working together as a team member to give the customer a great experience
- Ordering inventory, Answering all codes to service customers with purchases
- Assisting team members with daily responsibilities
- Communicate with upper management for daily expectations
- Train new cashiers, Keep cashiers updated with new policy.
Drug GM Manager
Kroger
Bloomfield, MI
11.2017 - 01.2020
- Managing the department merchandise through CAO
- Managing eschedule for associates in department
- Set promo events and weekly sales plan
- Weekly KTV meetings, Daily morning expectation meeting
- Weekly ordering product, and assisting customers.
Education
Physiology, Anatomy, Ethics and Applied Massage -
Irene's Myomassology Institute
09.2009
Skills
- Customer service
- Organizational Skills
- Management Experience
- Customer Service
- Employee Performance Management
- Training and Mentoring
- Sales Metrics Analysis
- Coaching and Mentoring
- Customer Engagement
- Decision-Making
- Process Development
Languages
English
Certification
- Licensed Massage Therapist
Timeline
Retail Sales Manager
Nike
07.2023 - Current
Customer Service Manager (CSM)
Hobby Lobby
12.2020 - 08.2023
Drug GM Manager
Kroger
11.2017 - 01.2020
Physiology, Anatomy, Ethics and Applied Massage -
Irene's Myomassology Institute