Mary Lor
Hickory,NC
Summary
Talented Owner with excellent marketing, customer service and facility oversight skills and more than 10 years of experience. Highly effective and comfortable working with people at all levels in organization. Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs.
Overview
16
16
years of professional experience
Work History
Owner/Operator
Rice N Box
Hickory, NC
01.2022 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
Nail Technician
My Nails
Valdese, NC
01.2019 - 07.2021
- Sanitized workstation and stocked assigned workspace to facilitate general office and spa cleaning.
- Prepared nail beds and cuticles, shaped nails and applied polish for over 10 daily customers.
- Responded to customer requests and concerns about gel application and nail art designs.
- Completed consultations with spa guests to determine nail care needs.
- Maintained master appointment calendar covering all customer visits, employee schedules and special events.
- Communicated effectively with management concerning important customer issues.
- Cleaned and sanitized tools and equipment before each client.
- Shaped and smoothed nails and extensions using tools such as files and rotary abrasive wheels.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Staffing Management Specialist
Pinnacle Staffing Agency
Greenville, SC
01.2015 - 06.2018
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Collected, arranged and input information into database system.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Developed and updated tracking spreadsheets using Excel.
- Observed packing operations to verify conformance to specifications.
Onboarding Supervisor
Pinnacle Staffing Agency
Claremont, NC
03.2013 - 03.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Set overall vision and provided team leadership.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
- Identified individual employee's unique work styles and adapted management methods.
- Provided supportive link between external customers and internal operations.
Call Center Supervisor
AMG Services
Overland Park, KS
03.2010 - 06.2012
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 12-15 CSR in providing excellent customer service to callers requiring assistance for processing loans.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Established relationships and touch points with clients to promote retention.
Customer Service Representative
Centrinex
Lenexa, KS
07.2008 - 03.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered prompt service to prioritize customer needs.
Detention Officer
Burke Catawba District Confinement Facility
Morganton, NC
06.2006 - 06.2009
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Attended to feeding, housing and physical well-being of inmates.
- Conducted physical searches of prisoners and premises in search of weapons and contraband.
- Regularly conducted security and sanitation checks.
- Took custody of prisoners from arresting officers to begin processing into detention facility.
- Physically restrained prisoners during prisoner altercations using leverage holds and legal force.
- Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
- Processed inmates by taking photographs and fingerprints.
- Processed visitors and attorneys arriving to see prisoners.
- Made rounds at specified intervals and conducted head counts and roll calls.
Education
High School Diploma -
Western Piedmont Community College
Morganton, NC06.2003
Skills
- Annual Planning
- Integrity and Transparency
- Executive Leadership
- Industry Expertise
- Strategic Planning
- Advertising Initiatives
- Strategic Networking
- Human Resources Oversight
- Analytical and Critical Thinker
Timeline
Owner/Operator
Rice N Box
01.2022 - Current
Nail Technician
My Nails
01.2019 - 07.2021
Staffing Management Specialist
Pinnacle Staffing Agency
01.2015 - 06.2018
Onboarding Supervisor
Pinnacle Staffing Agency
03.2013 - 03.2015
Call Center Supervisor
AMG Services
03.2010 - 06.2012
Customer Service Representative
Centrinex
07.2008 - 03.2010
Detention Officer
Burke Catawba District Confinement Facility
06.2006 - 06.2009
High School Diploma -
Western Piedmont Community College
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