Summary
Overview
Work History
Education
Skills
Timeline
Generic

LC Hood

Minneapolis,MN

Summary

Customer experience professional with strong focus on team collaboration and achieving results. Skilled in customer relationship management, conflict resolution, and data-driven decision-making. Known for reliability and adaptability in dynamic environments. Proven ability to enhance customer satisfaction and drive business growth.

Overview

10
10
years of professional experience

Work History

Customer Experience Leader

Carhartt
04.2025 - Current
  • Developed customer feedback systems to enhance service quality and identify improvement areas.
  • Led cross-functional teams to implement customer experience initiatives, driving satisfaction and loyalty.
  • Analyzed customer journey data to pinpoint pain points and optimize interactions across multiple channels.
  • Mentored team members on best practices in customer engagement and conflict resolution strategies.
  • Conducted regular performance evaluations of customer support processes, leading to significant efficiency gains.
  • Implemented training programs focusing on enhancing staff communication skills for improved service delivery.
  • Collaborated with product development teams to align offerings with customer needs and preferences.

Operational Excellence Manager

Nike, Inc.
11.2021 - 02.2025
  • Reviewed aged inventory and collaborated with the store manager to implement markdown strategies that optimized product turnover and sales.
  • Conducted in-depth walkthrough of the sales floor and stockroom to assess restocking needs.
  • Developed and executed operational improvement initiatives, enhancing productivity across multiple departments.
  • Analyzed key performance indicators to drive decision-making and optimize resource allocation.
  • Oversaw inventory management, maintaining optimal stock levels while reducing wastage and associated costs.
  • Led team captain and goalkeeper shifts, ensuring smooth store operations, coaching team members, and enhancing the overall customer experience.
  • Managed opening and closing procedures, handled cash transactions, and ensured financial accuracy in daily store operations.
  • Maintained store cleanliness, executed visual merchandising plans, and ensured product refill standards were met to uphold Nike’s brand identity.
  • Led team huddles and conduct training sessions while maintaining the zone chart to enhance productivity and teamwork.
  • Monitored time and attendance records to ensure proper staffing levels and compliance with company policies.
  • Identified and reported external theft incidents, supporting loss prevention efforts to maintain a secure and safe retail environment.

Sales Associate

Follett Corporation
08.2015 - 06.2021
  • Provided exceptional customer service by greeting customers, assisting with inquiries, and ensuring a hassle-free shopping experience.
  • Processed transactions at the cash register, handled payments, applied discounts, and balanced cash drawers while maintaining secure money-handling practices.
  • Assisted with inventory management by conducting stock counts, restocking merchandise, processing returns, and maintaining accurate product pricing.
  • Researched and resolved customer issues related to chargebacks, late orders, and shipping requisitions.
  • Monitored and fulfilled online orders by processing purchases, preparing shipments, and updating customers on order status.
  • Maintained store cleanliness by organizing merchandise, setting up displays, and ensuring visual standards were met.
  • Trained new team members and provided guidance on front-end operations to improve overall efficiency.
  • Performed additional tasks as needed, including covering shifts, assisting in loss prevention, and supporting daily store operations.

Merchandise Associate

Marshalls
10.2016 - 07.2018
  • Delivered exceptional customer service by modeling best practices and fostering positive interactions with both internal and external customers.
  • Promoted a positive store culture by demonstrating honesty, integrity, and respect in all interactions.
  • Processed customer purchases and returns accurately while ensuring proper cash handling and change counting.
  • Encouraged customer engagement with credit and loyalty programs to drive sales and customer retention.
  • Maintained merchandising standards by organizing and preparing products for the sales floor according to company guidelines.
  • Ensured store cleanliness and organization by participating in recovery efforts and maintaining visual presentation standards.
  • Supported loss prevention initiatives by adhering to shrink reduction programs and following safety protocols.
  • Assisted with various store operations, including policy compliance, team collaboration, and additional tasks as needed.

Education

Communications B.S. -

Arizona State University
12.2018

Associate of Arts (A.A.) - undefined

Minneapolis Community & Technical College
12.2012

Skills

  • Strategic thinking
  • Team management
  • Data-driven decision making
  • Multichannel integration
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Computer skills

Timeline

Customer Experience Leader

Carhartt
04.2025 - Current

Operational Excellence Manager

Nike, Inc.
11.2021 - 02.2025

Merchandise Associate

Marshalls
10.2016 - 07.2018

Sales Associate

Follett Corporation
08.2015 - 06.2021

Associate of Arts (A.A.) - undefined

Minneapolis Community & Technical College

Communications B.S. -

Arizona State University

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LC Hood