Summary
Overview
Work History
Education
Skills
Affiliations
Languages
References
Timeline
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Lillian Collins

Louisville,KY

Summary

Dynamic leader with a proven track record at Old Navy, specializing in retail operations management and strategic problem-solving. Demonstrated excellence in recruiting and mentoring teams, resulting in substantial sales growth and heightened employee engagement. Achieved remarkable payroll efficiency rates of 98-100%, while fostering positive customer relationships through adaptability and strong interpersonal skills. Committed to leveraging expertise to drive operational success and enhance team performance in future endeavors.

Overview

5
5
years of professional experience

Work History

Assistant Manager of Customer Operations

Old Navy
Simpsonville, KY
09.2024 - 12.2024
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Recruited and trained new employees to meet job requirements.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Assigned work and monitored performance of project personnel.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved conflicts between team members in an effective manner.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Implemented strategies to improve efficiency in the scheduling process.
  • Maintained accurate records of daily attendance data for payroll processing purposes.
  • Completed weekly schedules through strategic staffing allocation to maintain payroll at 98-100%.

Product Operations Leader

Old Navy
Elizabethtown, KY
07.2021 - 09.2024
  • Delegated work to staff, setting priorities and goals.
  • Coordinated resources across multiple departments to ensure timely completion of projects.
  • Monitored progress of product launches and provided guidance when needed.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Advised senior management on best practices for improving overall productivity within the organization.
  • Coordinated with transportation companies to ensure timely delivery of goods.
  • Collaborated with other departments within the organization regarding shipment processing needs.
  • Assisted with inventory counts and reconciled numbers with shipping documents.
  • Verified accuracy of shipping documents including packing slips, invoices, and bills of lading.
  • Maintained cleanliness and safety standards in the work area.

Customer Service Representative

Target
Elizabethtown, KY
07.2019 - 04.2021
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Supported sales team members to drive growth and development.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Mentored junior team members and managed employee relationships.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed positive relationships with customers through friendly interactions.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Collected deposits or payments and arranged for billing.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Education

High School Diploma -

Hart County High School
Munfordville, KY
05-2017

Skills

  • Sales monitoring
  • Recruiting and interviewing
  • Policy enforcement
  • Product and service sales
  • Team building
  • Sales growth
  • Goal setting
  • Adaptability and flexibility
  • Orientating and training
  • Coaching and mentoring
  • Employee supervision
  • Staff training and development
  • Recruitment and hiring
  • Retail operations
  • Employee performance evaluation
  • Retail operations management
  • Employee engagement
  • Scheduling and planning
  • Problem-solving

Affiliations

  • Crocheting
  • Playing Video Games
  • Reading
  • Writing

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Assistant Manager of Customer Operations

Old Navy
09.2024 - 12.2024

Product Operations Leader

Old Navy
07.2021 - 09.2024

Customer Service Representative

Target
07.2019 - 04.2021

High School Diploma -

Hart County High School

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Lillian Collins