Leesa M Miller
Customer Service
La Vergne,TN
Summary
Dependable retail sales professional with experience in dynamic, high-performance environments. Skilled in processing transactions, handling cash, using registers and arranging merchandise. Maintains high-level customer satisfaction by smoothly resolving customer requests, needs and problems. Friendly retail professional with successful background in sales and marketing. Drives sales-goal attainment and customer satisfaction through exceptional customer relations and sales abilities. Proficient in use of POS software. Seasoned Sales Associate with consistent record of exceeding quotas in sales environments. Delivers exceptional customer service and product expertise to drive customer satisfaction ratings. Proficient in use and troubleshooting of POS systems.
Overview
12
12
years of professional experience
Work History
Sales Associate/ Antonio Melani Specialist
Dillard's
Murfreesboro, Tennessee
12.2021 - Current
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Helped customers complete purchases, locate items and join reward programs.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Greeted customers and helped with product questions, selections and purchases.
- Increased sales and customer satisfaction through personalized servicing.
- Folded and arranged merchandise in attractive displays to drive sales.
- Used POS system to process sales, returns, online orders and gift card activations.
- Informed customers of current store promotions to encourage additional sales purchases.
- Issued receipts and processed refunds, credits or exchanges.
- Maintained clean sales floor and straightened and faced merchandise.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Worked with loss prevention in monitoring shopper behavior.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
Customer Service Area Supervisor
Kohl's
Smyrna, TN
07.2020 - 12.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created, prepared and delivered reports to various departments.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Assessed and authenticated customer exchanges, voids and returns.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Resolved account issues to build rapport and relationships with clients.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Standardized office structures and processes to promote collaboration and increased performance.
- Researched and corrected customer concerns to promote company loyalty.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Recruited, hired, trained and supervised staff of 10+ and implemented mentoring program that offered positive employee engagement.
- Interceded between employees during arguments and diffused tense situations.
Guest Service Team Leader
Target
Smyrna, TN
01.2020 - 07.2020
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
Store Manager
Yankee Candle
Mt Juliet, TN
07.2016 - 11.2016
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Supervised guests at front counter, answering questions regarding products.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Completed point of sale opening and closing procedures.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Customer Service Area Supervisor
Kohl's
Smyrna, TN
11.2006 - 07.2016
- Managed department call volume of 10+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created, prepared and delivered reports to various departments.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Interceded between employees during arguments and diffused tense situations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Researched and corrected customer concerns to promote company loyalty.
Education
GED -
Motlow Job Training Division
Murfreesboro, TN 05.2001 -
Skills
Store opening and closing
Timeline
Sales Associate/ Antonio Melani Specialist
Dillard's
12.2021 - Current
Customer Service Area Supervisor
Kohl's
07.2020 - 12.2021
Guest Service Team Leader
Target
01.2020 - 07.2020
Store Manager
Yankee Candle
07.2016 - 11.2016
Customer Service Area Supervisor
Kohl's
11.2006 - 07.2016
GED -
Motlow Job Training Division
05.2001 -
Live life for God family and home.
Strong personal belief in home work balance. We work to live not live to work. Life is given with a purpose God has bestowed on us. Doing good will for God's people is my goal. My life purpose to be better than I was the day before in being a child of God, daughter, sister, wife, mother and grandmother. Our home is a caring compassionate and devoted place for all living things. Being a pet parent and a rescue to animals they show up at our home, has been very rewarding and taught me the most wonderful gifts. These gifts I transfer to my career in being a great customer service associate. Providing every interaction with kindness, calmness, patience and being a good listener.
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