Maria Heinsohn
Monument,CO
Summary
A team-oriented leader, customer driven, who thrives under pressure imbued with over 25 years retail sales and management experience supplemented by almost 2 years experience in distribution and logistics within the medical device industry.
Overview
30
30
years of professional experience
Work History
Credit Returns Analyst
DePuy Synthes, Johnson & Johnson
05.2023 - 12.2023
- Receive, inspect, and process customer credit and returns systematically in JDEdwards and process credit to customers.
- Collaborated with internal customers, e.g., engineering, quality, customer service, technology groups daily to optimize process flow to meet customer demand and to reconcile any issues with credit and returns and receiving department.
- Visually inspect condition of medical implants being returns, determines disposition of implants and make determination is salable or needs to be scrapped.
- Maintains current historical files for tracking and research purposes.
- Completes appropriate paperwork according to Work Instruction to issue credit.
- Supported with administrative duties, e.g., coordinate and organize breakfast and lunches department meeting and CREDO company event.
- Initiated and investigated nonconformances into quality management platform (EtQ Software).
- Performs other special projects and/ or related duties are required; track and trend KPI's report for management review, cross-trained in multiple areas within the distribution site, e.g., Customer Order Fulfillment, Stock Replenishment, and Quality Inspection.
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Adhered to company safety guidelines to minimize warehouse accidents.
- Delivered high-quality customer service by gathering feedback on product deficiencies.
- Continuously updated knowledge on relevant industry regulations and best practices for handling hazardous materials within the scope of returned products management.
General Manager
Signet Corporation /Jared The Galleria Of Jewelry
08.2011 - 07.2020
- Responsible for overall store's goals and profitability.
- Manage the floor sales/ assisting Jewelry Consultant and Guests.
- Directed sales analysis and reporting/ profit and loss reports.
- Maintained store security policies/ standard daily.
- Ensured accurate inventory control/ receiving and shipping merchandise.
- Responsible payroll budget/ proper staff coverage.
- Ensured successful execution of all sales promotions and special events.
- Ensured highest levels of Guest Service through direct and positive interaction with the guests.
- Regional designate for screening and interviewing job applicants.
- Facilitated regional training/ skill practice
- Designated District Manager for Special Events (to include jewelry redesign, heirloom restoration and holiday promotions).
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performanceresults.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Professional Jewelry Consultant/Retail Store Manager
Signet Corporation /Zale's Diamond Store
08.1993 - 07.2020
- Handled customer inquiries professionally, resolving issues promptly to uphold the brand''s reputation for outstanding service quality.
- Assisted clients with selecting the perfect jewelry pieces for special occasions, such as weddings and anniversaries.
- Increased repeat business by developing rapport with clients and following up on past purchases to offer complementary products or services.
- Provided expert advice on proper jewelry care and maintenance to prolong the life of precious items for customers.
- Conducted thorough inventory management to ensure optimal stock levels at all times for popular items.
- Organized promotional events in-store to attract new clientele while enhancing engagement among existing customers.
- Trained new employees on store policies, product information, and sales techniques to enhance their performance capabilities.
- Met with customers throughout jewelry making processes to define needs and expectations, discuss budgets, showcase designs and assess satisfaction.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Developed and implemented successful staff incentive programs to motivate employees.
Telephone Operator /Front Office Manager /Night Auditor
Marriot Hotel
08.1997 - 06.1999
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Reviewed customer feedback to determine strategies for improving customer service.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Bachelor of Science - Human Services
University of Colorado At Colorado Springs
Colorado Springs, CO06.2026
Associate of Science - General Studies
Butler Community College
Butler, KS06.1994
Associate of Science - Psychology
Langston University
Langston, OK06.1995
Associate of Science - Administrative Assistance And Secretarial Science
Holy Angel University
Philippines 06.1988
Skills
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Customer Relations
- Data Entry
- Product and service knowledge
- Administrative and Office Support
- Policies and Procedures Adherence
- Transaction Processing
- Order and Refund Processing
- Employee Coaching
- English, Filipino Fluency
- Staff education and training
- Complaint Investigation
- Service standard compliance
- Warehousing functions
- Strategic sales knowledge
- Product Education
- Shipping procedures understanding
Timeline
Credit Returns Analyst
DePuy Synthes, Johnson & Johnson
05.2023 - 12.2023
General Manager
Signet Corporation /Jared The Galleria Of Jewelry
08.2011 - 07.2020
Telephone Operator /Front Office Manager /Night Auditor
Marriot Hotel
08.1997 - 06.1999
Professional Jewelry Consultant/Retail Store Manager
Signet Corporation /Zale's Diamond Store
08.1993 - 07.2020
Bachelor of Science - Human Services
University of Colorado At Colorado Springs
Associate of Science - General Studies
Butler Community College
Associate of Science - Psychology
Langston University
Associate of Science - Administrative Assistance And Secretarial Science
Holy Angel University