Summary
Overview
Work History
Education
Skills
Timeline
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Lisa (Shelly) Thomas

Franklin,NC

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Pro Services Specialist

Lowe's
09.2019 - Current
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Developed and deepened customer relationships to drive revenue growth.
  • Answered customers' questions regarding products, prices, and availability.
  • Used digital methods and traditional telephone approaches to generate sales leads.
  • $4M+ in sales in 2022

Back End Department Supervisor

Lowe's
01.2019 - 09.2019
  • Trained new employees on overall company and department-specific policies and procedures.
  • Maintained stock of items, cleanliness, organization and provided excellent customer service.
  • Managed team of 20 employees, delegated tasks and held each employee accountable for completing assignments.
  • Assigned tasks and established work schedules to staff to cover operational needs.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Oversaw daily operational performance of receiving and delivery teams.
  • Maintained integrity of receiving and delivery processes for a $50M+ retail store

Interim Store Manager

Lowe's
03.2018 - 01.2019
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Rotated merchandise and displays to feature new products and promotions.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Approved regular payroll submissions for employees.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Assistant Store Manager of Operations

Lowe's
05.2011 - 03.2018
  • Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
  • Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising and general store operations.
  • Managed workload and task demand between corporate guidelines and staff abilities.
  • Implemented theft prevention policies to minimize potential stock loss.
  • Communicated issues and challenges to corporate leadership, providing possible solutions.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Cut expenses by 80% first year in role.

Receiver Stocker

Lowe's
05.2009 - 05.2011
  • Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
  • Unloaded pallets and deliveries and organized products in warehouse.
  • Unloaded and unpacked incoming shipments to facilitate orders and verify accuracy of contents.
  • Maintained tidy, organized and safe work area to comply with cleanliness standards.
  • Properly labeled and stored goods in safe area to provide identification and avoid losses.
  • Double checked records, daily reports, and inventory transactions to identify and correct variances.
  • Double-checked cargo inventories and documentation for accuracy.
  • Collaborated with other departments to resolve potential incoming shipment issues.
  • Utilized forklift to transport pallets of goods to and from warehouse.
  • Picked and packed order items.
  • Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.

Education

High School Diploma -

Franklin High School
Franklin, NC
05.1992

Skills

  • Report Preparation
  • Order Fulfillment
  • Sales Expertise
  • Staff Training
  • Account Management
  • Credit Card Payment Processing
  • Freight Operations
  • Retail Sales Customer Service
  • Microsoft Word
  • Senior Leadership Support
  • Active Listening
  • Customer Relations
  • Stocking and Replenishing
  • Product Organization
  • Customer Service
  • POS Systems Expertise
  • Recordkeeping Strengths
  • Shipping and Receiving Understanding
  • Order Processing
  • Conflict Resolution
  • Quality Control

Timeline

Pro Services Specialist

Lowe's
09.2019 - Current

Back End Department Supervisor

Lowe's
01.2019 - 09.2019

Interim Store Manager

Lowe's
03.2018 - 01.2019

Assistant Store Manager of Operations

Lowe's
05.2011 - 03.2018

Receiver Stocker

Lowe's
05.2009 - 05.2011

High School Diploma -

Franklin High School

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Lisa (Shelly) Thomas