Melissa Liming
Middleburg,FL
Summary
Driven Retail Manager and District Trainer with 10+ years of experience in retail, increasing customer satisfaction, and training talented teams. Skilled in developing and executing effective customer engagement and visual merchandising strategies, as well as analyzing sales data to identify opportunities for targeted promotional campaigns. Proven track record in training and coaching teams to deliver superior customer service and exceed business objectives. Excellent with communicating effectively with technology.
Overview
18
18
years of professional experience
Work History
Store Manager & District Area Trainer
Gretchen’s Hallmark & Lucy’s Boutique
04.2022 - Current
- Hiring, training, coaching, and scheduling employees
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Checking payroll submissions and making necessary adjustments
- Upholding excellent customer service practices and enforcement
- Reached or exceeded predetermined sales goals weekly, and successfully exceeded yearly goals
- Improved customer satisfaction through staff training in customer service and product knowledge
- Coached sales associates in product specifications, loyalty programs, and selling techniques, significantly increasing customer survey responses
- Organizing multiple in-store events a year with profitable results
- Performed audits, store inventory, and all receiving procedures
- Organizing office invoices, maintaining accurate daily and monthly paperwork and auditing them
- Staying on top of current promotions, procedures and requirements
- Managed inventory control, cash control, and store opening and closing procedures
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships and keep customers returning
- In person training to develop customer service skills, organizational skills, company expectations and upholding standards to increase sales and customer satisfaction.
- Helped develop and implement effective staff training programs, enhancing team performance and service quality.
Assistant Store Manager
Gretchen’s Hallmark & Lucy’s Boutique
01.2021 - 01.2022
- Cash handling, exchanges, returns, and all POS related skills
- Processed and packaged online orders for pickup or shipping
- Answered questions about current promotions and resolved issues according to store policies
- Performed opening and closing proceedures
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies
- Receiving inventory, pricing, and performing inventory audits
- Managed the Crown Rewards loyalty program, signed up new members, and explained benefits to enhance customer retention
- Providing excellent customer service
- Communicated with staff when the store manager is unavailable
- Implemented visual merchandising standards, creating attractive displays to increase sales
Store Associate
Gretchen’s Hallmark & Lucy’s Boutique
01.2020 - 01.2021
- Performed the duties of the Crown Rewards Captain for the store, which includes overseeing, encouraging, and rewarding enrollment in the store rewards program to keep customers coming in and shopping.
- Participated in physical inventory audits and counts
- Processed transactions at the cash register swiftly and accurately, minimizing wait times for customers.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Trained to open and close the store, balancing the safe as well
- Assisted in training new-hires on the current procedures accurately
- Greeted and assisted customers with product selection, offering personalized shopping advice
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized, clean and current.
Store Associate Lead
Justice For Girls
01.2019 - 01.2020
- Assisted customers in selecting clothing items that suited their individual style needs
- Organized and conducted runway shows for customers
- Took credit card payments and opened new accounts
- Ordered merchandise for customers online and processed ship from store orders
- Maintained an organized and clean sales floor environment
- Provided product knowledge information to customers
- Stayed observant about customer behaviors to maintain security and prevent loss of merchandise
- Created attractive window displays featuring seasonal collections and special offers
Business Class Specialist
Sprint
01.2010 - 01.2012
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services
- Developed and implemented processes for customer service operations, helped write user manual for new employees
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Assisted in the recruitment and training of new team members
- Maintained up-to-date knowledge of industry trends and customer service best practices
- Produced reports outlining information such as call duration and customer satisfaction levels
- Monitored customer satisfaction levels through surveys and feedback forms
- Met daily performance goals related to call volume, quality assurance standards, and average handle time
- Assisted customers with product orders, inquiries, and complaints in a timely manner
- Offered resolutions to de-escalate calls and solve customer issues
Cash Office Manager / Cashier
JcPenney
01.2009 - 01.2010
- Balanced cash drawers and prepared financial reports to reflect daily sales
- Conducted regular audits of cash office operations, identifying discrepancies and implementing corrective actions as needed.
- Completed change orders for the safe
- Handled customer transactions with accuracy and efficiency
- Made sure payroll was submitted
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks
- Kept and distributed all store keys to store managers
- Performed daily audits on the backroom safe
- Made copies of sales data for store managers
- Maintained work area and kept cash drawers organized
- Trained and mentored new cashiers
- Printed sale signs and sale tags for upcoming promotions and ensured they were accurately posted
Tech Support Team Leader
Comcast
01.2008 - 01.2009
- Managed a team of 12 customer service agents
- De-escalated phone calls quickly and efficiently leading to high quality performance stats
- Conducted regular performance reviews, providing constructive feedback to enhance team capabilities.
- Analyzed team data with handle times, customer happiness, and issue resolution
- Guided customers through step-by-step solutions in a clear and concise manner while addressing bill concerns or tech support questions
- Utilized advanced diagnostic tools for resolving complex technical issues related to internet service issues
- Answered any questions about setting up new accounts or adding new hardware
Education
High School Diploma -
Snyder High School
Snyder Texas05-2004
Skills
- Leadership
- Communication
- Customer Service
- Employee Training
- Visual Merchandising
- Time Management
- Customer service
- Problem-solving
- Multitasking and organization
Timeline
Store Manager & District Area Trainer
Gretchen’s Hallmark & Lucy’s Boutique
04.2022 - Current
Assistant Store Manager
Gretchen’s Hallmark & Lucy’s Boutique
01.2021 - 01.2022
Store Associate
Gretchen’s Hallmark & Lucy’s Boutique
01.2020 - 01.2021
Store Associate Lead
Justice For Girls
01.2019 - 01.2020
Business Class Specialist
Sprint
01.2010 - 01.2012
Cash Office Manager / Cashier
JcPenney
01.2009 - 01.2010
Tech Support Team Leader
Comcast
01.2008 - 01.2009
High School Diploma -
Snyder High School