Lucy Hernandez
Encino,CA
Summary
Proven leader with extensive experience at Ace Hardware, adept in team leadership and customer service. Excelled in enhancing customer satisfaction and streamlining operations, achieving significant improvements in staff productivity. Skilled in decision-making and problem-solving, consistently fostering a positive work environment and driving team success.
Overview
16
16
years of professional experience
Work History
Assistant Manager
Ace Hardware
04.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Floor Supervisor
Ace Hardware
06.2023 - 03.2024
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Boosted sales through effective merchandising strategies and attention to product placement on the floor.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
- Maintained clean and organized store environment to cultivate pleasant shopping experiences.
- Coordinated daily floor restocks and merchandise resets to drive sales and product promotion.
- Trained new team members on proper and safe use of tools and equipment.
Department Specialist
Ace Hardware
02.2023 - 06.2023
- Led effective team by mentoring, coaching and providing assistance to staff.
- Completed projects on time and under budget by effectively delegating tasks and monitoring progress regularly.
- Delivered key information on product features to help customers make educated purchasing decisions.
- Increased customer service success rates by quickly resolving issues.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
Administrative Head Cashier
Ace Hardware
11.2019 - 02.2023
- Improved office efficiency by streamlining administrative processes and implementing time-saving strategies.
- Created a welcoming atmosphere. Greeting customers professionally so they had positive first impressions about our company culture.
- Generated reports detailing findings and recommendations.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
Front End Supervisor / Receiving Clerk
Orchard Supply Hardware
09.2008 - 09.2018
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Collaborated with store management to develop strategies for improving overall store performance and customer satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Trained new hires in customer service excellence, contributing to noticeable improvement in customer satisfaction ratings.
- Led by example in customer interactions, setting high standard for service that team members followed.
- Enhanced warehouse organization by accurately sorting and categorizing incoming shipments.
- Maintained accurate inventory records through diligent data entry, updating, and filing.
- Utilized forklift to transport pallets of goods to and from warehouse.
- Collaborated with other departments to address any issues or concerns regarding incoming shipments promptly.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
Education
High School Diploma -
Reseda High School
Reseda, CA06-2005
Skills
- Customer service
- Team leadership
- Decision-making
- Problem-solving
- Recruiting and interviewing
- Staff development
- Money handling
Timeline
Assistant Manager
Ace Hardware
04.2024 - Current
Floor Supervisor
Ace Hardware
06.2023 - 03.2024
Department Specialist
Ace Hardware
02.2023 - 06.2023
Administrative Head Cashier
Ace Hardware
11.2019 - 02.2023
Front End Supervisor / Receiving Clerk
Orchard Supply Hardware
09.2008 - 09.2018
High School Diploma -
Reseda High School
Similar Profiles
Brian P. PolkBrian P. Polk
Assistant Store Manager at Mutual Ace Hardware / Mundelein Ace HardwareAssistant Store Manager at Mutual Ace Hardware / Mundelein Ace Hardware
Mathew GrubeMathew Grube
Retail Sales Associate at True Value Hardware Store / Ace HardwareRetail Sales Associate at True Value Hardware Store / Ace Hardware
TJ RussellTJ Russell
Assistant Manager at JBK Hardware, Ace HardwareAssistant Manager at JBK Hardware, Ace Hardware
Thomas BerniniThomas Bernini
Assistant Store Manager at Chiefland Hardware and Farm Supply (Ace Hardware)Assistant Store Manager at Chiefland Hardware and Farm Supply (Ace Hardware)
Madison DamusMadison Damus
Alpha Lambda Delta at USCAlpha Lambda Delta at USC