Summary
Overview
Work History
Education
Skills
Systemadministration
Timeline
Generic

Lorraine Henry

Hollywood,FL

Summary

Provide Customer service with motivation to maintain customer satisfaction and contribute to company success. Excellent communicator with extensive years in Customer Service, Sales, and Training environments while working in high demand stores.

Overview

11
11
years of professional experience

Work History

Co-Manager

Windsor
01.2024 - Current
  • Developed store policies to ensure compliance with company standards. . My goal is to always achieve the sales plan, making sure the shrink is at the company goal.
  • Support the team in driving our mission statement in your store.
  • Responsible for training and supervising staff, delegating tasks, and resolving customer complaints.
  • Resolved customer disputes in a professional manner while maintaining high levels of customer satisfaction.
  • I'm responsible, in partnership with my Store Manager, for achieving store productivity in terms of sales, payroll, and expenses.
  • Monitored staff performance and addressed issues.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • I coach and motivate a high-performing team of fashion-loving Assistant Managers and Stylists while treating everyone with dignity and respect.
  • I'm able to analyze KPI reporting and translate numbers into behaviors.
  • I'm committed to an exceptional onboarding experience that supports the company's retention goals.

Store Manager

US Polo Assn
09.2023 - 12.2023
  • Oversee all aspects of the store's operations, including sales, customer service, and inventory management.
  • My goal is to always drive towards achieving the sales plan, making sure the store is aligned with the company's goals.
  • Develop and implement strategies to increase sales and meet financial goals.
  • Recruit, train, and supervise store staff.
  • Monitor and analyze key performance indicators to track progress towards objectives.
  • Ensure compliance with company policies and procedures.
  • Manage budgets, including expenses and revenue forecasting.
  • Maintain a clean and organized store environment.
  • Utilize all training programs and materials effectively.
  • Control turnovers and control store expenses within allowable parameters.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.

Patient Advocate Coordinator

Cano Health
06.2022 - 04.2023
  • Confirmation of upcoming scheduled patients
  • Manage and organize schedule to ensure accuracy and confirm transportation needs
  • Coordinate the return of any patient who is needing to use our Shurpa services
  • Understand and manage the Shurpa software at an administrative level, attend trainings as needed
  • Receives and prints upcoming referral requests
  • Works with referrals department for resolution to any STAT or immediate concern for the patient, including verifying the information of patient’s specialist information, changes to any appointment that is requested from the patient and updating notes in patients’ charts
  • Acts as the liaison between referrals and medical records department
  • Requests medical records needed by staff and or patient
  • Assists patients/visitors with any questions regarding the services provided at the center
  • Confirmation of all patients within 24 hours (1 business day) of their appointment time
  • Ensures that all HIPAA standards are met.

Patient Access Representative

Change Healthcare
10.2020 - 10.2021
  • As a Patient Access Representative, I am the initial point of contact guiding patients through activities such as confirming medical history or insurance verification, as well as providing physician referrals
  • Whether in a remote role or in our contact center when it is safe to be onsite again, I am responsible for handling inbound calls and providing a great customer service experience
  • Obtains current patient information for established and new patients
  • Accurately enters/updates patient information in the scheduling system
  • Identifies payer source and verifies insurance eligibility
  • Reviews scheduling system for needed updated demographics and consent forms
  • Provides messages or transfers the call to physicians and nurses
  • Protects/observes patient confidentiality per policies and procedures
  • Accurately imports registration documents into patients' electronic health record.

Co-Manager

New York and Company
06.2017 - 12.2019
  • Creates a positive internal and external customer experience
  • Promotes a culture of honesty and integrity; maintains confidentiality
  • Takes an active role in training and mentoring Associates on front end principles using appropriate company resources and tools
  • My goal is to drive to always achieving sale plan making and ensuring the store is at company goal
  • Trains and coaches Associates on personalizing the customer experience while promoting loyalty programs
  • Assigns registers, supports, and responds to POS coverage needs, and coordinates breaks for all Associates
  • Addresses customer concerns and issues promptly, ensuring a positive customer experience
  • Ensures Associates execute tasks and daily activities in accordance with store plan; reprioritizes as needed
  • Communicates accurately and effectively with management and Associates when setting and addressing priorities; provides periodic progress updates
  • Provides and accepts ongoing recognition and constructive feedback
  • Partners with Management on Associate training needs to increase effectiveness
  • Ensures adherence to all labor laws, policies, and procedures
  • Promotes credit and loyalty programs during customer interactions
  • Supports and participates in store shrink reduction goals and programs.

Co-Manager

Forever 21
09.2013 - 06.2015
  • Actively participates in store walkthroughs with Store Manager and district leadership to ensure the consistency and quality of service and operational execution.
  • Aids in educating and providing feedback to store team on the customer-first mentality, operational standards, processes, and company programs.
  • Reinforces customer service values by coaching FT Supervisors, PT Supervisors, and Sales associates.
  • Trains and develops team members through the Company's Customer FIRST training model.
  • Works with the Store Manager and other members of management to create processes or programs in the store that will drive sales and bottom-line profitability.
  • Partners with the Store Manager on analyzing data in order to plan and strategize appropriately.
  • Drives results by creating short-term plans and long-term strategies, processes, and events that reflect a positive and rewarding experience for both the customer and other employees.
  • Spends at least 60% of the shift performing Leader on Duty tasks.
  • Communicates regularly with the management team regarding all aspects of sales, payroll deliverables, customer feedback, and FT Supervisor, PT Supervisor, and Sales Associate performance.
  • Ensures service, merchandising, operational standards, and Company credit initiatives are met through company-defined practices and processes.
  • Manages hiring goals, payroll planning, and forecasting against key targets.
  • Assists with talent selection, training, coaching, engagement, and retention for all store employees.
  • Effectively partners and builds productive working relationships with supervisor, peers, FT Supervisors, PT Supervisors, and Sales Associates.
  • Partners with merchandising leaders to ensure execution of markdowns, signage, and marketing align with merchandise placement.
  • Owns the daily schedule of employees and the business, which can include Kronos, staff schedules, and payroll budgeting.
  • Leads overall store earnings by driving top-line sales and managing controllable contribution.
  • Assists in addressing performance by initiating and administering action plans for FT Supervisors, PT Supervisors, and Sales Associates.
  • Helps set the tone and standards that drive customer satisfaction, and that will lead the business to be recognizable within the market.

Education

Florida Career College

Hollywood Beauty Institute

Skills

  • Business Development
  • Workforce Management
  • Expense Tracking
  • Customer Relationship Management (CRM)
  • Team Leadership
  • Sales management
  • Operations Management
  • Policy Implementation

Systemadministration

  • Windows XP
  • Windows Vista
  • Windows 7
  • Microsoft Office
  • Outlook

Timeline

Co-Manager

Windsor
01.2024 - Current

Store Manager

US Polo Assn
09.2023 - 12.2023

Patient Advocate Coordinator

Cano Health
06.2022 - 04.2023

Patient Access Representative

Change Healthcare
10.2020 - 10.2021

Co-Manager

New York and Company
06.2017 - 12.2019

Co-Manager

Forever 21
09.2013 - 06.2015

Florida Career College

Hollywood Beauty Institute

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Lorraine Henry