Loyce M. Collins
Gretna,LA
Summary
Dynamic leader with a proven record at Office Depot Inc., specializing in client account management and enhancing team performance. Successfully spearheaded initiatives that boosted customer satisfaction and operational efficiency. Proficient in Microsoft Office, recruitment, and staff supervision, fostering a collaborative environment that drives results. Aiming to leverage these skills to transition into the human resources field.
Overview
18
18
years of professional experience
1
1
Certification
Work History
General Manager
Office Depot Inc
New Orleans, LA
06.2024 - Current
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments, and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Tracked monthly sales to generate reports for business development planning.
- Administered employee discipline through verbal and written warnings.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Guided management and supervisory staff to promote smooth operations.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Developed service and sales strategies to improve retention and revenue.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Mitigated business risks by working closely with staff members and assessing performance.
Retail Print and Client Services Manager
Office Depot
New Orleans, LA
10.2023 - 06.2024
- Engages customers in the print services area, promoting solutions and products.
- Operates equipment efficiently for timely order completion.
- Trains support staff on new products, aiding in associate development.
- Maintains the appearance of the print services area.
- Performs duties as an external key carrier for building and associate safety.
- Developed and maintained relationships with clients to ensure satisfaction.
- Provided technical support to clients regarding product usage and troubleshooting.
- Assisted in the development of client service strategies, policies, and procedures.
- Managed customer inquiries and complaints in a timely manner.
- Ensured compliance with company standards for customer service delivery.
- Performed data analysis to identify areas of improvement in client services operations.
- Implemented quality assurance measures for client services activities.
- Analyzed customer feedback surveys to identify opportunities for improvement.
- Identified potential risks associated with client services operations.
- Responded promptly to any escalated customer service issues.
- Provided guidance to team members on how to handle difficult situations with clients.
- Directed and motivated staff by reviewing work and providing constructive feedback.
- Assessed monthly reports to review client activity and identify opportunities.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
Sales Associate
Office Depot
10.2019 - 10.2023
- Print and Copy Specialist.
- Delivers top-notch customer service, handles cashier duties, inventory management, and store upkeep.
- Maintains merchandise presentation standards, and addresses inventory shortages.
- Engages customers, promotes sales, and suggests additional offerings.
- Develops selling skills, supports various department sales, and adheres to company policies.
- Commits to ongoing training and certifications.
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Ensured compliance with all safety regulations while handling hazardous materials.
- Maintained cleanliness of store environment including floors, windows, displays.
- Helped customers find specific products, answered questions, and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
- Developed trusting relationships with customers by making personal connections.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Assessed customer needs to provide assistance and information on product features.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Used technology resources to assist customers in locating and selecting items.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Adhered to company initiatives and achieved established goals.
- Greeted customers to determine wants or needs.
- Cleaned shelves, counters and tables to maintain organized store.
- Answered store and merchandise questions and led customers to wanted items.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Computed purchases and received and processed cash or credit payment.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Recommended, selected and located merchandise based on customer desires.
- Described merchandise and explained use, operation and care.
In-Home Expert
AT&T, Gulf States
04.2019 - 04.2022
- Responsible for meeting monthly sales goals.
- Presenting and selling AT&T products and services.
- Assist customers with troubleshooting.
- Provide ongoing customer support via phone and in-person visits.
- Provides assistance to peers with understanding services, systems, and products.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Customer Engagement Manager
Office Depot
04.2018 - 04.2019
- Boosted customer experience survey ratings through coaching employees.
- Increased the number of daily Rewards membership sign-ups by training employees and developing a system.
- Ensured customer satisfaction through service, knowledge, and awareness.
- Developed strategies for customer engagement, retention, and loyalty programs.
- Encouraged employees to provide exceptional customer service at all times.
- Generated ideas for improving the overall customer experience through innovative solutions.
- Resolved customer complaints regarding sales and service.
Retail Sales Manager
AT&T, Southeast Louisiana
09.2011 - 12.2015
- Responsible for all aspects of daily retail store operations.
- Provided supervision, coaching, and development to store employees.
- Hired, disciplined, and maintained a schedule for the location.
- Managed the location to ensure that sales performance, customer satisfaction, and profitability criteria are met.
- Maintained inventory at adequate levels, directed the promotion of sales, and supervised the maintenance of the appearance of the location.
- Ensured compliance with accounting and reports associated with cash receipts and prices.
- Formed a leadership development program for the Houma/Westbank area.
- Worked closely with the Area Retail Sales Manager to create contests and encourage engagement in the New Orleans area.
- Developed strategies to increase sales and profitability.
- Created weekly and monthly reports on store performance and sales objectives.
- Managed staffing schedules, interviewed potential employees, and provided training for new hires.
- Conducted regular inventory checks to ensure accuracy of product counts.
- Ensured customer satisfaction by handling inquiries, complaints, and returns professionally.
- Monitored employee performance and provided feedback to improve productivity.
- Established relationships with vendors, suppliers, and other partners.
- Provided guidance to staff members regarding operational procedures.
- Coordinated with other departments within the organization.
- Collaborated with team members to develop creative solutions for challenges.
- Resolved conflicts between customers and staff members in a professional manner.
- Adhered strictly to all laws governing the retail industry in the region.
- Monitored team sales targets and addressed deficiencies.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Built talented and successful team that increased department sales.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Increased store sales by cross-selling complementary items.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Provided in-depth information on product features so customers could make educated buying decisions.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases, and requisitions.
- Demonstrated knowledge of audit and compliance standards.
- Trained new and existing staff on product knowledge, sales techniques, and customer service standards.
- Monitored compliance with company policies and procedures, as well as legal regulations.
- Fostered a positive work environment, encouraging teamwork and employee engagement.
- Conducted regular performance reviews, providing constructive feedback and coaching to improve sales skills.
- Oversaw visual merchandising, ensuring the sales floor was attractively arranged to maximize customer interest and sales.
- Handled customer complaints and issues, ensuring satisfaction and maintaining the store's reputation.
- Collaborated with the HR department to recruit, hire, and onboard new sales staff.
- Set individual and team sales goals, motivating staff to meet and exceed these targets.
- Developed and implemented sales strategies to achieve monthly and annual sales targets.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
Assistant Sales Manager
AT&T, Southeast Louisiana
11.2007 - 09.2011
- Worked with the Store Manager in all daily operations of a retail store.
- Including the execution of sales service and customer experience initiatives, training, and development of employees.
- Responsible for scheduling employees, maintaining inventories, conducting physical inventories, maintaining store appearance, and completing day-to-day paperwork as directed.
- Lead members of staff to high levels of engagement and motivation.
- Developed strategies to increase sales volume and market share.
- Managed a team of sales representatives by providing guidance, training, and support.
- Conducted weekly and monthly meetings to review progress against goals and objectives.
- Provided leadership on special projects as needed to drive business growth objectives.
- Resolved escalated customer inquiries or complaints in a timely manner.
- Identified opportunities to expand existing customer base through cross-selling initiatives.
- Met with team on weekly basis to identify sales opportunities, discuss strategies and execute new promotions.
- Taught new associates sales tactics and performance improvement techniques.
- Helped sales professionals finalize customer sales and handled escalated concerns.
- Utilized company selling model to engage and connect customers with brand.
- Developed effective sales team members through highly individualized coaching.
- Promoted exceptional levels of customer service by asking open-ended questions and assisting clients on sales floor.
- Opened and closed store, set up registers and secured cash.
- Assisted in setting sales goals and defining strategies to achieve them.
- Supported sales manager in developing and implementing sales strategies to increase market share.
- Managed daily administrative tasks to ensure the sales team's operations run smoothly.
- Provided after-sales support to customers, resolving issues and maintaining customer loyalty.
- Facilitated team meetings to discuss sales progress, targets, and strategies for improvement.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
- Supported sales team members to drive growth and development.
Retail Sales Consultant
AT&T, Southeast Louisiana
06.2006 - 11.2007
- Met and exceeded both sales and development goals.
- Tasked with meeting sales goals, customer service, and maintaining accurate data for sales and inventory.
- Worked to engage coworkers through peer-to-peer coaching.
- Greeted customers in a friendly and professional manner.
- Provided product knowledge to customers on merchandise features, benefits, and quality.
- Demonstrated excellent customer service by responding promptly to customer inquiries and complaints.
- Performed cashier duties such as ringing up sales, processing payments, and issuing receipts.
- Attended regular training sessions on new products and services offered by the company.
- Handled returns and exchanges in accordance with established policies and procedures.
- Assisted customers with product selection based on individual needs and preferences.
- Recommended additional merchandise items that would complement purchased items.
- Upsold add-on items such as warranties or extended service plans when appropriate.
- Provided support for fellow associates during periods of high customer traffic.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Promoted memorable shopping experiences resulting in increased customer retention and loyalty.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Assessed conflicts and identified solutions for clients promptly.
- Utilized strong customer service skills to meet and exceed sales goals.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Assessed customer product needs and interests in order to best recommend suitable items.
- Initiated friendly conversation with customers to determine level of assistance required.
- Answered questions about current promotions and resolved issues according to store policies.
- Calculated pricing, applied discounts, and collected payments to process transactions.
- Adhered to loss prevention policies, identifying and reporting potential security issues.
Education
Associate of Science - General Science
Delgado Community College
New Orleans, LABachelor of Science - Human Resources Management
Western Governors University
Salt Lake City, UTSkills
- Proficient in Microsoft Office
- Team training and development
- Client account management
- Goal setting
- Schedule management
- Leadership and team building
- Recruitment
- Staff supervision
- Interpersonal skills
Certification
- TSA PreCheck Associate, November 2024
References
References available upon request.
Timeline
General Manager
Office Depot Inc
06.2024 - Current
Retail Print and Client Services Manager
Office Depot
10.2023 - 06.2024
Sales Associate
Office Depot
10.2019 - 10.2023
In-Home Expert
AT&T, Gulf States
04.2019 - 04.2022
Customer Engagement Manager
Office Depot
04.2018 - 04.2019
Retail Sales Manager
AT&T, Southeast Louisiana
09.2011 - 12.2015
Assistant Sales Manager
AT&T, Southeast Louisiana
11.2007 - 09.2011
Retail Sales Consultant
AT&T, Southeast Louisiana
06.2006 - 11.2007
- TSA PreCheck Associate, November 2024
Associate of Science - General Science
Delgado Community College
Bachelor of Science - Human Resources Management
Western Governors University
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