Lisa Morris
Temple,Tx
Summary
- Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
14
14
years of professional experience
Work History
Sr. Customer Service Rep II
McLane Southwest
10.2022 - Current
- Assist and support the CSM as directed.
- Monitor and support the customer service team in their daily tasks and report to findings to CSM.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assist customers with inquiries, providing accurate information and resolving issues promptly.
- Supported team in maintaining high levels of customer satisfaction through effective communication and problem-solving.
- Learned and utilized company software to manage customer accounts and track service requests efficiently.
- Adapted quickly to new procedures, contributing to team training sessions on best practices for service delivery.
- Engaged in continuous learning to improve product knowledge and service techniques for enhanced customer interactions.
- Provided feedback on recurring issues, aiding in the development of improved service strategies and solutions.
- Maintained detailed records of customer interactions to ensure consistency and accuracy in follow-up actions.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Manual entry and maintaining distributions to include seasonal and cigarette promotions.
- Communicated to team about upcoming route changes, holiday schedules and anything of importance upcoming.
- Interaction with IT and other departments with ongoing issues in regards to communication equipment.
- Analyze customer service reports and report and explain findings with team members.
Front End Team Lead
Walmart
05.2021 - 08.2022
- Supervised daily operations of cashier team to ensure efficient transaction processing.
- Trained new cashiers on customer service best practices and operational procedures
- Coordinated scheduling for cashier staff to optimize coverage during peak hours.
- Conducted regular performance evaluations and provided constructive feedback to team members.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Communicated with customers and team members to solve problems.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Trained team members on cash register operation and cash handling.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Provided backup support during high traffic periods by stepping into cashier roles when necessary.
- Scheduled breaks for team members, promoting a fair work environment while maximizing coverage during peak hours.
- Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
- Conducted regular audits of register funds to minimize potential losses due to theft or error.
Internal Auditor
Regis
02.2021 - 06.2021
- Utilized data analytics tools to support audit processes and enhance accuracy of findings.
- Assisted in the preparation of audit reports that clearly communicated findings and recommendations to key stakeholders.
- Identified and reported audit issues.
- Investigated discrepancies discovered during auditing process.
- Produced audit reports.
General Manager
Dollar Tree
03.2019 - 02.2021
- Led operational strategies to enhance efficiency and productivity across multiple departments.
- Fostered a positive workplace culture through effective communication and employee engagement initiatives.
- Analyzed market trends to identify growth opportunities and inform strategic decision-making.
- Evaluated performance metrics regularly to ensure alignment with business objectives and operational excellence.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Established key performance indicators to monitor team progress and adjust tactics as needed.
- Conducted regular performance reviews, providing constructive feedback to enhance team capabilities.
- Upheld company policies and implemented standards fairly.
- Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved safety procedures to create safe working conditions for workers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
General Manager
Dollar General Store
04.2011 - 03.2019
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Conducted regular performance reviews, providing constructive feedback to enhance team capabilities.
- Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
- Achieved sales targets consistently by closely monitoring sales performance and adjusting strategies as needed.
- Upheld company policies and implemented standards fairly.
- Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
- Built relationships with customers and community to establish long-term business growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Analyzed sales reports to identify trends and opportunities for increased revenue generation within the retail space.
- Monitored inventory levels at retail locations, minimizing stockouts and optimizing product availability for purchase.
- Opened/closed the retail locations securely adhering to company protocols for cash handling procedures.
- Maintained a clean and organized retail space, contributing to a positive shopping experience for customers.
- Improved inventory control in retail environments, conducting regular checks to prevent loss.
- Enhanced customer satisfaction by providing personalized assistance to individuals with special needs in the retail environment.
- Optimized merchandising efforts in retail spaces to attract shopper attention while showcasing key product features effectively.
- Maintained accurate records of inventory transactions, ensuring seamless coordination between warehouse operations and retail stores.
- Maintained a clean, organized, and visually appealing retail environment according to brand standards.
- Managed a team of retail associates, fostering a positive work environment that encouraged collaboration and productivity.
- Trained new employees on company policies, procedures, and best practices in retail customer service delivery.
- Coordinated seasonal promotions in alignment with corporate objectives, boosting sales during key retail periods.
- Implemented loss prevention measures to significantly reduce shrinkage rates across the retail area.
- Optimized retail space utilization by creating efficient floor plans that enhanced shopping experience for customers.
- Oversaw daily operations, ensuring smooth functioning of all retail departments.
- Implemented safety protocols for staff and customers alike, maintaining a secure retail environment at all times.
Education
High School Diploma -
San Saba High School
San Saba, TX05-1981
Skills
- Customer support
- Complaint resolution
- Team monitoring
- Customer service
- Calm under pressure
- Computer skills
- Customer data confidentiality
- Microsoft office
- Customer account management
- Order processing
- Work prioritization
- Team leadership
- Time management
- Staff training and development
- Verbal and written communication
- Positive attitude
- Attention to detail
- Multitasking
- Problem-solving
- Organizational skills
- Customer relationship management
- Active listening
Timeline
Sr. Customer Service Rep II
McLane Southwest
10.2022 - Current
Front End Team Lead
Walmart
05.2021 - 08.2022
Internal Auditor
Regis
02.2021 - 06.2021
General Manager
Dollar Tree
03.2019 - 02.2021
General Manager
Dollar General Store
04.2011 - 03.2019
High School Diploma -
San Saba High School
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