Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marsha Hancock

Dallas,PA

Summary

Dynamic retail professional with extensive experience at Walmart, excelling in store operations oversight and employee motivation. Proven track record in inventory management and customer service, driving sales growth and enhancing team performance. Adept at problem-solving and maintaining safety compliance, ensuring a productive and compliant work environment.

Overview

32
32
years of professional experience

Work History

Store Manager

Marshall Retail Group/Inmotion Enternment Group
Wilkes-Barre, PA
10.2015 - 06.2024
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Processed daily paperwork, balanced register drawers, produced staffing schedules, and prepared deposits.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Oversaw inventory management through cycle counts, audits, and shrinkage control.
  • Resolved customer problems by investigating issues, answering questions, and building rapport.
  • Strengthened work flow productivity by hiring, managing, and developing top talent.
  • Prioritized sanitation, safety, and health standards in work areas to meet OSHA requirements.

Optician

Visionworks
Wilkes-Barre, PA
08.2018 - 03.2020
  • Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
  • Assisted patients and customers with choice of frames to best fit budgetary requirements and style preferences.
  • Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.
  • Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
  • Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
  • Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
  • Stocked and restocked merchandise, maintained inventory, cleaned and straightened displays and entire store and processed defective, spoiled and cannibalized frames.
  • Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
  • Telephoned appointment-holders on day before to confirm times, contacted no-shows, obtained insurance pre-authorization and notified patients upon eyewear availability.
  • Used hands, heat and tools to bend and shape frames to fit customer's face.
  • Instructed customers on methods for adapting to glasses, proper wear and necessary care.
  • Took specific facial measurements, including optical centers of eyes, pupillary distance and temple length.
  • Pulled patient insurance information, placed corrective lenses orders and checked patients in and out of appointments.

Department Manager

Walmart
Wilkes-Barre, PA
02.1992 - 09.2015
  • I worked closely with sales associates to complete tasks.
  • Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends, and prepared reports for management.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Updated and maintained databases with current information.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Provided excellent service and attention to customers need and wants.

Optician

Walmart
Tunkhannock, PA
09.2010 - 03.2015
  • Ordered stock from suppliers based on customer orders.
  • Processed payments for products purchased by customers.
  • Maintained accurate records of all transactions in computer system.
  • Organized inventory according to product type and manufacturer specifications.
  • Educated patients about proper use of corrective eyewear, lifestyle habits, diet, exercise, which can affect vision health.
  • Demonstrated how to insert, remove, and care for contact lenses.
  • Dispensed contact lenses upon completion of fitting process.
  • Greeted patients warmly upon arrival at office or store location.

Department Manager

Wlmart
Wilkes-Barre, PA
10.2008 - 09.2010
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
  • Ensured compliance with company policies and relevant regulations.
  • Monitored daily sales figures to track trends in customer buying behavior.
  • Collaborated with other departments to ensure smooth flow of operations across multiple teams.
  • Organized quarterly meetings with senior management to review departmental goals and objectives.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.

Optician

Walmart
Bloomsburg , PA
05.2006 - 10.2008
  • Processed payments for products purchased by customers.
  • Ordered stock from suppliers based on customer orders.
  • Organized inventory according to product type and manufacturer specifications.
  • Educated patients about proper use of corrective eyewear, lifestyle habits, diet, exercise, which can affect vision health.
  • Demonstrated how to insert, remove, and care for contact lenses.
  • Assisted customers with selecting frames and lenses that best suited their needs.
  • Monitored patient progress while wearing new lenses or frames.
  • Calculated measurements for eyewear using optical measuring devices.
  • Provided information on lens types, frame styles and materials, lens coatings, and accessories.
  • Provided recommendations on eye care products including cleaning solutions and lens cases.
  • Dispensed contact lenses upon completion of fitting process.
  • Greeted patients warmly upon arrival at office or store location.
  • Inspected completed eyeglasses to ensure accuracy before releasing them to patients.
  • Explained the benefits of various types of eyewear protection options such as anti-glare coating or UV protection.
  • Adjusted eyewear for proper fit and comfort level.
  • Repaired broken frames using specialty tools and equipment.
  • Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.

Education

Pharmacy Technology

Penn Foster Career School
Scranton, PA
05.2005

High School Diploma -

Lake-Lehman High School
Lehman, PA
06.1991

Skills

  • Store operations oversight
  • Employee supervision and motivation
  • Store opening and closing procedures
  • Employee training
  • Sales professional
  • Outstanding communication skills
  • Retail inventory management
  • Accurate cash handling
  • Problem solving
  • Safety compliance
  • Shrinkage control
  • Inventory management
  • Customer service
  • Visual merchandising
  • Cash handling
  • Staff scheduling
  • Sales reporting
  • Team leadership
  • Performance reviews
  • Order management
  • Shift checklists
  • Supply ordering
  • Sales promotions

Timeline

Optician

Visionworks
08.2018 - 03.2020

Store Manager

Marshall Retail Group/Inmotion Enternment Group
10.2015 - 06.2024

Optician

Walmart
09.2010 - 03.2015

Department Manager

Wlmart
10.2008 - 09.2010

Optician

Walmart
05.2006 - 10.2008

Department Manager

Walmart
02.1992 - 09.2015

Pharmacy Technology

Penn Foster Career School

High School Diploma -

Lake-Lehman High School

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Marsha Hancock