Marlena Roosa
Bayville,USA
Summary
Dynamic operations management professional with extensive expertise in workflow optimization, quality assurance, and customer relationship development. Proven ability to efficiently manage multiple tasks while significantly enhancing customer satisfaction through strategic problem-solving and dedicated support. Eager to contribute skills to Kohls as an Assistant Store Manager, driving operational excellence and fostering a positive shopping experience for customers. Committed to continuous improvement and team collaboration to achieve organizational goals.
Overview
21
21
years of professional experience
Work History
Operations Supervisor
JCPenney
06.2005 - Current
- Leads Door to Floor merchandise prep process end to end; achieves productivity target by setting goals and monitoring pace of work.
- Maintains standards in stockroom areas to ensure a safe work environment and enables efficient execution of support processes.
- Oversees all pricing and signing activities on a timely basis.
- Owns receiving, shipping and reverse logistics including all third party carrier processes.
- Responsible for cash office tasks.
- Supports all equipment, facility repairs and maintenance.
- Oversees all MTO, RTV and RTW activities.
- Manages the Defective MTO processes ensuring timely execution of all DMTO's to ensure integrity of inventory.
- Oversee inventory management tasks, including receiving shipments, restocking merchandise, and performing periodic inventory counts.
- Provide top-notch customer service by greeting customers, answering questions, and assisting with product selections.
- Assist customers in maximizing their membership credit benefits by providing tailored resources and guidance.
- Escalate complex technical issues to the district team and communicated solutions back to customers effectively.
- Manage multiple tasks efficiently, balancing competing priorities and ensuring timely resolution of customer issues.
- Take initiative in identifying potential issues and proposing solutions to enhance customer satisfaction and operational workflows.
- Supervised daily operations to ensure efficient workflow and optimal team performance.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Oversaw inventory management, ensuring accurate stock levels and timely replenishment.
Small Business Owner
Etsy
02.2016 - Current
- Awarded star seller recognition by Etsy for consistently meeting high customer service standards, excelling in response time, shipping efficiency, and 5 star ratings.
- Provide exceptional customer service via online chat platforms, addressing member inquiries about app functionalities and account management.
- Handle returns, exchanges, and refunds in accordance with company policies, ensuring customer satisfaction.
- Managed dispute resolution for clients providing timely and accurate documentation.
- Managed daily operations, including inventory management and product listings on Etsy platform.
- Utilized social media channels to drive traffic to online store, enhancing overall sales performance.
Education
High School Regents Diploma -
Brentwood High School
Brentwood, NY06.1993
Skills
- Workflow optimization
- Compliance management
- Time management
- Customer relationship development
- Quality assurance
- Team leadership
- Problem solving
- Operations management
- Performance monitoring
- Task delegation
- Team Training
- Inventory coordination
- Multitasking and organization
- Warehouse operations
- Planning and execution
Timeline
Small Business Owner
Etsy
02.2016 - Current
Operations Supervisor
JCPenney
06.2005 - Current
High School Regents Diploma -
Brentwood High School