Lorena McKee
Powell,WY
Summary
Highly experienced customer relations manager known for exemplary team-building and project oversight skills. Gifted at working with all types of personalities. Performance history of developing strong collaborative relationships and delivering impressive results.
Overview
26
26
years of professional experience
Work History
Supervisor
Bath & Body Works
10.2016 - 05.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained and upheld the company brand for our customer's and our employees.
Instructional Assistant
Spokane Community College
09.2018 - 06.2022
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Enrollment and supported planning and preparation for culturally-diverse class sessions.
- Copied, organized and distributed classroom assignments or other paperwork.
- Handled class records for attendance, assignment grades and course participation scores.
- Proctored State testing
Sales Associate
Macy's
10.2013 - 05.2015
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
Supervisor
Pitney Bowes Inc
01.2000 - 12.2011
- Supervised call center staff of up to 25 agents in Retention, Collections and Sales Support
- Supervised a highly skilled team of agents that supported all of the Sales Staff in an effort to secure new business and manage current business relationships
- Supervised a Collections team that helped managed a debt portfolio of up to $850 million dollars
- Supervised a Retention team that successfully retained 60% or more of the business consistently each month, while maintaining a discount rate of 20% or less
- Facilitator for employee engagement and customer relations
- Volunteer Mentor for employee driven committees to improve productivity and morale.
Collections Specialist
Continental Alliance
09.1997 - 10.1999
- Third party collections on $75,000 portfolio
- Collected on debts as a third party collector for clients such as AT&T and Comcast
- Successfully worked on a dialer and met collections goals consistently.
Education
High School Diploma -
Cody High School
Cody, WYSkills
- Customer Loyalty
- Conflict Resolution
- Inventory Control Procedures
- Retail Store Operations
- Retail Objectives
- Stocking and Replenishing
- Planogram Creation
- Teamwork and Collaboration
- Time Management
- Verbal and Written Communication
Timeline
Instructional Assistant
Spokane Community College
09.2018 - 06.2022
Supervisor
Bath & Body Works
10.2016 - 05.2023
Sales Associate
Macy's
10.2013 - 05.2015
Supervisor
Pitney Bowes Inc
01.2000 - 12.2011
Collections Specialist
Continental Alliance
09.1997 - 10.1999
High School Diploma -
Cody High School
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