Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
Generic

Maribe Hensen

Cocoa,FL

Summary

Dynamic manager with a proven track record in optimizing operational efficiency and enhancing customer satisfaction at Lowes Home Improvement. Recognized for exceptional staff training, sales coaching, and problem-solving abilities, resulting in improved team performance and service quality. Expertise in merchandising coordination and staff management has consistently surpassed targets through strategic planning and operational improvement. Skilled in fostering collaborative environments while implementing innovative solutions that drive organizational success.

Overview

29
29
years of professional experience

Work History

Sales Supervisor Paint

Lowes Home Improvment
Titusville, FL
04.2007 - Current
  • Conducted in-depth research on competitor trends, products and services.
  • Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer complaints efficiently and professionally.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Implemented procedures that improved accuracy of customer orders.
  • Developed and implemented sales strategies to increase customer base.
  • Identified key areas within store where merchandise displays needed to be fixed and items required restocking.
  • Planned and directed floor merchandising and display building to keep stock presentable and engaging to customers.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Established clear expectations for quality control processes among staff members.
  • Motivated sales professionals by delivering positive reinforcement and constructive feedback.
  • Conducted market research and reported on competitors.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Coordinated with other departments to ensure smooth workflow.
  • Provided guidance and support to all members of the sales team to ensure successful completion of tasks.
  • Demonstrated high level of customer service by engaging clients and offering sales floor assistance.

Administrative and Customer Service Manager

Lowes Home Improvment
Titusville, FL
04.2007 - Current
  • Evaluated and authenticated returns, exchanges and voids.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Audited customer account information to identify issues and develop solutions.
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Monitored phone calls to provide feedback and coaching.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Implemented quality control measures to uphold company standards.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Recruited and trained new employees to meet job requirements.
  • Conducted research and reviewed findings to solve customer issues.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Delegated work to staff, setting priorities and goals.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Analyzed business performance data and forecasted business results for upper management.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Managed household errands and other essential duties.
  • Completed routine maintenance and repair.
  • Operated equipment and machinery according to safety guidelines.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Conducted regular audits of employee timesheets for accuracy.
  • Monitored employee attendance and time-off requests to ensure compliance with company policies.
  • Developed a backup plan for critical positions to ensure uninterrupted service.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with HR to onboard new hires, including scheduling interviews and orientation sessions.
  • Facilitated cross-training sessions to ensure staff could cover multiple roles, improving operational flexibility.
  • Analyzed scheduling trends to recommend process improvements, resulting in an increase in efficiency.
  • Ensured that all shifts were adequately staffed according to operational requirements.
  • Created and implemented procedures for scheduling staff to ensure coverage of all shifts.
  • Communicated schedule changes to appropriate department personnel and other ancillary areas.
  • Sent out frequent telephone or email reminders of scheduled meetings to participants.
  • Developed and maintained accurate schedules for staff, including vacation and sick days.
  • Trained new employees on scheduling systems and processes.

Head Cashier

Lowes Home Improvment
Titusville, FL
04.2007 - Current
  • Maintained records of daily transactions including sales receipts, cash received, discounts issued.
  • Handled returns, exchanges, and refunds in accordance with company policy while maintaining a high level of customer satisfaction.
  • Assisted customers at checkout by providing excellent customer service and resolving any issues that arose.
  • Answered customers' questions and provided information on store procedures or policies.
  • Coached employees on best practices for handling customer complaints quickly and effectively.
  • Scheduled and supervised cashiers during shifts, ensuring proper coverage of registers.
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
  • Assisted customers with product information, location, and pricing, enhancing shopping experience.
  • Rotated and merchandised products at point-of-sale to improve impulse buy rate.
  • Scanned, priced, and bagged customer groceries quickly to keep lines moving.
  • Provided feedback to management on cashier performance, identifying training needs and opportunities for improvement.
  • Answered phone calls to assist customers with questions and orders.
  • Helped with purchases and signed customers up for rewards program.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Supervised daily cash operations, including opening and closing procedures, cash drawer management, and deposits.
  • Processed refunds for worn, damaged, and broken merchandise.
  • Ensured all cashiers were trained in store policies and procedures, as well as safety protocols.
  • Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
  • Scanned items and checked pricing on cash register for accuracy.
  • Inventoried stock and placed new orders to maintain supplies for expected demand.
  • Implemented loss prevention measures to reduce shrinkage and improve profitability.
  • Monitored register drawers to ensure adequate change was available throughout each shift.
  • Greeted customers promptly and responded to questions.
  • Offered customers carry-out service at completion of transaction.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.
  • Answered customer questions and provided store information.
  • Processed customer payments quickly and returned exact change and receipts.
  • Performed opening and closing duties such as counting money, balancing tills, and reconciling discrepancies.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Counted and balanced cashier drawers.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
  • Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
  • Processed returned merchandise by strictly following store return and exchange procedures.

Customer Service Manager

Walmart
Merritt Island, FL
12.1995 - 01.2007
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Monitored phone calls to provide feedback and coaching.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Conducted research and reviewed findings to solve customer issues.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Implemented quality control measures to uphold company standards.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Audited customer account information to identify issues and develop solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Evaluated and authenticated returns, exchanges and voids.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Operated equipment and machinery according to safety guidelines.
  • Operated a variety of machinery and tools safely and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked effectively in team environments to make the workplace more productive.
  • Managed household errands and other essential duties.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Bachelor of Science - Economics And Business Management

University of Notre Dame of Koronadal
Philippines
10-1995

Skills

  • Sales team assistance
  • Sales team oversight
  • Report writing and budgeting
  • Goals and performance
  • Merchandising coordination
  • Event planning
  • Workflow management
  • Goal setting
  • Inventory oversight
  • Staff management
  • Customer service
  • Shrinkage control
  • Staff training
  • Order management
  • Employee performance management
  • Operations
  • Scheduling
  • Performance evaluation
  • Sales coaching
  • Problem-solving
  • Management support
  • Merchandise placement and displays
  • Staff onboarding

Accomplishments

Womens Leadership Program ,Achieved Badges for customer and Management recognition

Websites

Timeline

Sales Supervisor Paint

Lowes Home Improvment
04.2007 - Current

Administrative and Customer Service Manager

Lowes Home Improvment
04.2007 - Current

Head Cashier

Lowes Home Improvment
04.2007 - Current

Customer Service Manager

Walmart
12.1995 - 01.2007

Bachelor of Science - Economics And Business Management

University of Notre Dame of Koronadal

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Maribe Hensen