Lori Houston
Madill,OK
Summary
Dedicated employee with a strong background in customer service, sales, and promotion strategies. Proven success in mentoring junior employees to optimize their performance. Experienced retail professional with hands-on expertise in customer service, payment processing, and sales. Strong communicator and team player, always eager to learn new processes that contribute to the overall success of the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Agent
Patriot Growth LLC
08.2022 - Current
- Collaborated closely with claims department resolving disputes between insurance providers resulting in satisfactory outcomes for clients.
- Streamlined policy renewal processes for improved efficiency and client retention rates.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Upsold additional products and services after identifying customer needs and requirements.
Front End Associate
Walmart Inc.
05.2019 - Current
- Processed and completed cash or credit transactions accurately.
- Greeted customers upon arrival and offered assistance with locating store merchandise.
- Maintained clean and clutter-free front-end area.
- Operated register for cash, check and credit card transactions, maintaining [Number]% accuracy.
- Packaged, transported and loaded customer orders into shopping carts and vehicles for carry-out or pick-up service.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Processed refunds for worn, damaged and broken merchandise.
- Answered customer questions and provided store information.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Used suggestive selling techniques to promote add-on sales.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Trained new team members in cash register operation, stock procedures and customer services.
- Accepted cash and credit card payments, issued receipts and provided change.
- Processed sales transactions to prevent long customer wait times.
- Worked closely with front-end staff to assist customers.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
Team Lead
Walmart inc
05.2020 - 01.2021
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Gathered business requirements from users to convert to technical requirements.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Documented production levels and materials used to keep management informed.
- Collaborated with management team to implement new work procedures or policies.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Worked closely with shipping, warehouse and other personnel to coordinate movements and keep workflows smooth.
- Rotated through series of different stations based on team needs.
- Followed staffing strategies to achieve production goals.
- Conducted thorough quality checks to verify conformance to specifications.
- Operated forklifts and overhead cranes to move supplies and finished products.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Conducted inspections of equipment before, during and after shifts to prevent project delays and resolve issues.
- Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity.
- Reviewed completed work to verify consistency, quality and conformance.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
- Recommended and executed improvements for production and product quality.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Defined manufacturing performance standards and reviewed outcomes of performance goals to set future targets.
Customer Service Representative
Atwoods
07.2018 - 04.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved customer service wait times to mitigate complaints.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Mentored new employees on procedures and policies to maximize team performance.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Exceeded company productivity standards on consistent basis.
Order Picker
Best Buy
08.2017 - 02.2018
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Selected products and items from shelves and pallets for customer orders.
- Operated warehouse equipment with caution and according to manufacturer instructions to reduce risk of accidents and malfunctions.
- Labeled boxes and placed in outbound collection areas.
- Packaged fragile items with protective padding to prevent damages during shipments.
- Achieved productivity and accuracy standards to meet company guidelines.
- Confirmed items picked for orders by keying codes into system.
- Accepted, processed and quickly filled orders.
- Pulled merchandise to fulfill orders to specification.
- Operated handheld scanners to track merchandise throughout fulfillment process.
- Gathered and organized merchandise for distribution into appropriate envelopes, boxes or pallets.
- Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders.
- Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
- Assembled customer orders from stock and staged completed orders on pallets or shelves.
- Adhered to company and operational procedures when using heavy equipment, forklifts, pallet runners, pallet jacks and palletizers.
- Conducted inventory transactions using scanner gun.
- Adhered closely to safety procedures in daily operations and reported hazards or accidents to management.
- Tracked merchandise movements using RF scanners.
- Processed customer orders, picked items from inventory and delivered to freight area according to safety protocols and deadlines.
- Weighed and measured products and materials to meet regulatory requirements.
- Sealed cases using taping equipment to secure items for transport.
- Located merchandise from shelves and storage areas to fill orders.
- Filled orders according to defined standards using standard picking system.
- Assisted in training new warehouse employees.
- Sorted and packaged products to prepare for processing or shipment.
Tire Inspector
Michelin North America
01.2013 - 07.2015
- Compiled data gathered from inspections to include in inspection reports submitted to [Job title].
- Recommended remedial procedures to correct violations found during inspections.
- Adhered to safety protocols throughout inspection of hazardous cargo to protect personnel from exposure to chemicals or other harmful agents.
Education
Some College (No Degree) - Business Ed
Murray State College
Tishomingo, OKGED -
Des Moines Area Community College
Ankeny, IA05.1991
Associate of Arts - Clerical
Des Moines Area Community College
Ankeny, IA05.1991
Skills
- Order selection and preparation
- Retail transactions
- Merchandise display set up
- [System or equipment] familiarity
- Team-oriented
- Efficient time management
- Customer Service
- POS systems
- Staff mentoring
- Product recommendations
- Customer assistance
- Issue resolution
- Scanner operations
- Loss prevention
- Merchandise restocking
- Payment processing
- Inventory monitoring
Accomplishments
PERSONAL lines LICENSED. HEALTH INSURANCE LICENSED
Certification
- Licensed Job Title - Timeframe
- Area of expertise License - Timeframe
- Area of certification Training - Timeframe
Timeline
Licensed Insurance Sales Agent
Patriot Growth LLC
08.2022 - Current
Team Lead
Walmart inc
05.2020 - 01.2021
Front End Associate
Walmart Inc.
05.2019 - Current
Customer Service Representative
Atwoods
07.2018 - 04.2019
Order Picker
Best Buy
08.2017 - 02.2018
Tire Inspector
Michelin North America
01.2013 - 07.2015
Some College (No Degree) - Business Ed
Murray State College
GED -
Des Moines Area Community College
Associate of Arts - Clerical
Des Moines Area Community College
- Licensed Job Title - Timeframe
- Area of expertise License - Timeframe
- Area of certification Training - Timeframe
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