Lillian Richmond

• Coached employees through day-to-day work and complex problems.
• Managed over 50 customer calls per day. Increased sales by 60 %".
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
• Resolved account issues to build rapport and relationships with clients.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Curbside pickups / Online Pickups
• Coaching employees to open accounts
• Kept abreast of new company products and services to effectively answer questions and resolve complaints.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.

• Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
• Provided clients with recommendations to community resources.
• Worked with family members to develop support networks and multifaceted coping techniques focused on client needs.
• Identified new areas of scientific research and provided internal training.
• Oversaw all financial transactions and management functions, strategically managing an operating budget.
• Teaching a special class to over 30 members to help enhance mental health in the community
• Managed application processes for facility certifications with W.R.A.P classes and education programs.

Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.

• Conferred with store managers to obtain information about customer needs and preferences.
• Updated pricing and signage to complete product displays and educate customers.
• Developed partnerships with internal groups such as packaging, visual, and e-commerce.
• Inspected merchandise for quality and arranged proper display location on the floor.
• Maintained product inventory and reordered items.
• Assembled promotional displays, including quarter and full-size point of purchase displays.
• Removed damaged, out-of-code, not-in-set, and discontinued items from displays.
• Maintained clean store by returning items to proper places.
• Answered customer questions regarding store merchandise, department information, and pricing.
• Cashier / Help leader the front-end team when needed.
• Traveled store to store for merchandise new set-ups.
• Able to pull merchandise from the back room.