Lilyana Popova
Candler,NC
Summary
Enhancing customer experience with positive attitude and knowledge of my position, I leveraged my problem solving skills and management expertise at Lowes Home Improvement to significantly improve service standards, by mentoring staff and optimizing operations. I played a key role in achieving notable performance improvements and accurate resolutions with customers and employees. Successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
5
5
years of professional experience
Work History
Front End Supervisor
Lowes Home Improvment
04.2022 - 06.2024
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in checkout stations to verify accurate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached and mentored the front end cashiers for better performance, leading to higher levels of productivity and job satisfaction.
- Offered hands on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- In charge of employees of the day's performance, corrected problems, and increased efficiency to maintain productivity targets.
- Collaborated with other departments within the store to streamline logistics processes, leading to seamless workflow.
- Addressed and resolved customer complaints, restoring customer confidence and loyalty.
- Trained new hires in customer service excellence, contributing to noticeable improvement in customer satisfaction ratings.
- Led by example in customer interactions, setting high standard for service that team members followed.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Telemarketing Coordinator
Universal Windows Direct of Atlanta
05.2020 - 04.2022
- Boosted customer satisfaction by effectively addressing and resolving inquiries and concerns through phone and email communication.
- Completed daily cold calling and outreach to build sales pipeline.
- Developed strong multitasking skills, effectively handling multiple calls simultaneously without sacrificing quality of service provided or attention to detail in record keeping.
- Achieved high customer retention rates through diligent follow-up procedures, ensuring continued patronage from satisfied clientele.
- Retained existing clients by addressing concerns promptly and finding solutions tailored to their specific needs.
Server
The Marietta Local & Basecamp
05.2021 - 12.2021
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
Front of House Employee
Newks Eatery
02.2019 - 11.2019
- Maintained a clean and welcoming environment for guests, contributing to positive dining experiences.
- Handled high pressure situations while maintaining excellent service standards even during peak hours or understaffed shifts.
- Enhanced customer satisfaction by providing attentive service and addressing inquiries in a timely manner.
- Performed opening and closing duties diligently, ensuring the restaurant was ready for optimal operations each day.
Education
High School Diploma -
Allatoona High School
Acworth, GA05-2020
Skills
- Customer Service
- Problem-solving skills
- Cash Register Operation
- Complaint resolution
- Time Management
- Listening Skills
- Cash counting
- Staff Supervision
- Performance Improvement
- Training and mentoring
- Employee Motivation
Timeline
Front End Supervisor
Lowes Home Improvment
04.2022 - 06.2024
Server
The Marietta Local & Basecamp
05.2021 - 12.2021
Telemarketing Coordinator
Universal Windows Direct of Atlanta
05.2020 - 04.2022
Front of House Employee
Newks Eatery
02.2019 - 11.2019
High School Diploma -
Allatoona High School
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