Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Melissa Turner

Retail Management
Wrentham,MA
Melissa Turner

Summary

Retail sales professional offering 21 years experience in customer service and 10 years in retail management. Focused on exceeding sales goals through customer service. Talented manager promoting excellence in service, employee development and interpersonal skills. Passion for staff development and training.

Overview

10

Years of retail management experience.

21

Years of retail experience.

Work History

ASICS Outlet

Assistant Head Coach
05.2022 - Current

Job overview

  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects and tasks.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
  • Reported issues to higher management with great detail.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Approved regular payroll submissions for employees.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Maintained close relationships with corporate partners, sharing pertinent information about store performance and requesting support when needed.
  • Tested all training software and hardware prior to commencing training programs. And collaborated with corporate partners to give feedback pilot programs.
  • Led store visits with corporate marketing team, the buying team (footwear & apparel), the visual team, and the allocations team.

ASICS Outlet

FT Team Lead (key Holder)
02.2022 - 04.2022

Job overview

  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
  • Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Managed store personnel by delegating tasks and supervising daily operations.

ASICS Outlet

PT Team Lead (key Holder)
02.2021 - 01.2022

Job overview

  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Led employee relations through effective communication, coaching, training, and development.
  • Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and corporate satisfaction.
  • Defined clear targets and objectives and communicated to other team members.

Vineyard Vines

Assistant Store Manager
01.2020 - 11.2021

Job overview

  • Maintained overall safe work environment through in the moment feedback and making safety a topic consistently talked about, to reduce safety risks.
  • Coached staff on daily performance and conducted evaluations to constructively address concerns.
  • Assisted various departments with change by communicating new improvement plans and expectations.
  • Collected, arranged and input information into excel spreadsheets.
  • Identified objectives of company by analyzing feedback, observing customers, making sure to read up on companies big buy in’s, and networking with colleagues of other stores.
  • Boosted customer experiences by delivering elevated customer service, issue resolution and merchandising.
  • Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
  • Adhered to tracking, documentation and control standards in order to reduce loss and maintain compliance.
  • Coordinated efficient storage areas to optimize materials movements and minimize labor hours.
  • Kept work areas clean, safe and organized.
  • Delegated areas of ownership to Crew Leads to help development of their business acumen, department/product tracking, and communication/development of crew members.
  • Selected crew members to be “Captains” of certain directives, store standards, and customer services.
  • Managed new employee orientation training process.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Assessed and implemented different learning strategies depending upon employees' skill levels, gaps in knowledge, and productivity.
  • Drove and maintained solid operational processes, inventory management and inventory rationalization.
  • Provided informal coaching and support during any given day and assisted and supported crew members in all aspects of sales, customer service, and policy/procedures.
  • Proposed innovative ideas to increase and drive store sales.
  • Opened and closed store 5 days per week.
  • Increased profits by assessing effectiveness of fitting room customer servicing by working one on one with crew members.
  • Delegated daily tasks to crew members, streamlining daily progress and efficiency.
  • Handled problematic customers and clients to assist lower-level crew members and maintain excellent customer service.
  • Maintained cleanliness and organization of stock room, working closely with crew members/management to preserve systems/organization already in place.
  • Upheld great standards of leadership for crew members, consistently leading by example.
  • Cultivated and strengthened lasting client relationships using company resources to go above and beyond.
  • Managed, trained and motivated Crew Leads and crew members to continuously improve product knowledge and abilities in store standards.
  • Consistently followed up with all staff with any feedback and/or praise for tasks and services performed.
  • Trained management and crew members on loss control, prevention measures, and behaviors surrounding loss/thefts.

Guess? Inc.

Store Manager
02.2019

Job overview

  • Implemented succession planning by training and developing associates into leadership positions
  • Oversaw inventory management with cycle counts, audits and shrinkage control. Took over team running at 3.19% shrink to end at 1.18%
  • Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels
  • Wrote order supply requests making sure to fill out by deadline(s) every other week
  • Improved store status by implementing process improvements and identifying performance gaps for corrective action; starting from negative comp percentage when starting with compampany to taking over in Dec 2018 and comping year w/in two months w/team
  • Maintaining store status w/continued store comping through out year by identifying dept needs/customer service needs/making measurable impacts
  • Supported management in exceeding customer service and quality standards
  • Arranged inventory in rotation from oldest to newest, moving aging items to customers first to maintain fresh stock; making sure new stock/product was being placed first
  • Making sure proper restock was being taken care of by management staff
  • Followed up w/any necessary sign offs/questions of opening/closing duties performed by management daily
  • Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility. Made sure to challenge visual team (management team) by asking thoughtful questions about sell through and talked through impacts for improved sales
  • Partnered w/district visual lead for feed back on visual merchandising choices. Posted pictures to district group chat
  • Increased sales 7% by restructuring store layouts, enabling more efficient inventory management, financial planning and sales performance metric analysis
  • Updated store pricing, signage and merchandising based on current promotion. Followed up w/and coached management on promo updates missed in store + how missed opportunities would benefit sales
  • Coached and mentor's management/associates to achieve employee promotions

Guess Inc

Co-Manager
04.2018 - 02.2019

Job overview

  • Started over seeing store as store leader and in month and half went from -2.7% on year to +0.6% on year
  • Helped bring up store moral and all round store positivity
  • Helped bring up swing metric from +0.7% on year to +3.1% on year in month in half by focusing on customer service
  • Prioritized daily tasks and actionable company directives (occasionally unplanned) before store opening
  • Maintained and managed store while Store Manager was away
  • Used resources provided by company to answer any questions and/or resolve any situations per company policies + procedures
  • Supervised and directed shipment processing + placement with 24 hour turn around all while prioritizing customer service needs first
  • Assigned work to team members based on company needs, personal strengths and job knowledge
  • Prepared sales, payroll and customer relations reports
  • Met daily email deadlines due by district/regional management
  • Helped balance out overage's/shortages in registers that were occurring with in depth register training, role playing, and in moment till audits
  • Made in moment merchandising impacts based on sell through and ownership
  • Merchandised per companies VMG (visual merchandising guide) and made merchant moves based on stores individual set up + product on hand
  • Made sure all staff was up to date on training systems with in time frames allotted
  • Utilized and helped attain 100% app usage weekly with iPad apps (needed to be logged on daily) that helped with daily and weekly planning
  • Trained and upheld best practices per LP policies and procedures
  • Communicated own strategies, best practices, outside box solutions, and suggestions to better team practices/processes
  • Running sales floor which includes, calling out hourly sales goals, actual sales, calculating conversion, calculating swing, coaching on how to reach such goals, maintaining SPH's, and figuring out what per hour is needed to hit such goals

Anthropologie

Department Manager
03.2017 - 2018

Job overview

  • Established performance goals for employees and provided feedback on methods for reaching those milestones
  • Adhered to all safety procedures and company standards and policies
  • Implemented processes to improve initiatives within team to adhere with company policies and procedures
  • Helped create culture of action and accountability
  • Planned and executed morning and closing meetings that were collaborative, educational and motivational
  • Understood multi-channel business - implemented processes and utilized tools to better service customer
  • Utilized personal stylists and/or fitting room experts to elevate service, outfitting, and team development of these skills
  • Acted as entrepreneur, took smart risks with measurable results
  • Tracked department business week to week, conducted walk-throughs with management team and discussed successes/opportunities and goals for following week
  • Worked with Excel, Word and Outlook
  • Performed weekly and monthly LP audits per company policy
  • Merchandised new product in timely manner
  • Made merchant moves of product based on store vs company sell through.

Anthropologie

Department Supervisor
02.2015 - 2017

Job overview

  • Managed employees, delegated tasks and ensured each employee was held accountable for completed delegated tasks
  • Supported store to drive selling and service to achieve weekly goals
  • Acted as brand ambassador reflective of company values and aesthetic
  • Built and maintained productive partnerships.
  • Creatively facilitated sharing of product knowledge for all employees by writing news letter each month and starting employee only Instagram
  • Administered performance appraisals, set goals and follow ups
  • Delivered coaching, counseling and positive feedback in consistent and timely manner
  • Audited stock levels of department and partnered with department manager on maintaining displays
  • Completed opening/closing tasks according to policy and procedures
  • Learned how to prioritize task loads

Anthropologie

Manager In Training (MIT)
04.2014 - 2015

Job overview

  • Responsible for own development plan and professional growth
  • Markdown Expert for store; facilitated and lead process and assessed man power needed based on store quantities
  • Ensured development, coaching and counseling at associate level
  • Facilitated energized pace, positive service environment and team development through MOD role
  • Demonstrated extraordinary service and lead by example on sales floor
  • Ensured escalated customer issues were handled sensitively and in timely manner
  • Utilized recourses when needed to know certain policies or procedures when they came up

Anthropologie

Senior Sales Associate
01.2014 - 2014

Job overview

  • Demonstrated extraordinary service
  • Supported new hires through mentorship
  • Self-aware and focused on self-development
  • Provided global insight in relationship to customer experience to leadership team
  • Ongoing staff education and through sharing of product knowledge
  • Partnered with manager on duty on prioritizing tasks

Anthropologie

Customer Service Associate
10.2013 - 2014

Job overview

  • Supported environment of genuine customer connection
  • Took ownership of individual awareness of product knowledge and current trend
  • Multi-tasked while running cash wrap; ringing up sales, making exchanges and returns while answering and directing phone calls
  • Trained in all areas of store
  • Learned how to up-sell

Dollar General

Sales Associate
2011 - 2014 (3 education.years_Label)

Job overview

  • Primary function of main cashier and greeting of walk-in customers
  • Processing returns during shift while covering secondary register
  • Directing incoming inventory from loading docks to proper floor locations
  • Food rotations, initiating merchandising and advertising campaigns per company guidelines
  • Designated area recovery and clean-up duties

Anthropologie

Temp Hire
09.2013 - 10.2013

Job overview

  • Helped with new store opening duties such as steaming floor ready product, hard tagged per EAS guidelines and making sure full size runs represented
  • Opened shipment and pulling out correct quantities of inventory for sales floor displays
  • Helped build shelving units and tables
  • Helped with cleaning duties

Marshalls

Merchandise Coordinator
2008 - 2011 (3 education.years_Label)

Job overview

  • Created welcoming environment for customers in store and on phone
  • Coordinated department product placement, display and ad events
  • Ensuring all incoming stock was processed before being pushed to sales floor
  • Adhered to seasonal department merchandise flows and ensured were completed on timely basis
  • Facilitated cashier support for pricing, credit and check authorizations and big bill exchanges
  • New associate training and ongoing support

Education

Nashua High School North
Nashua, NH

High School Diploma
2006

Skills

  • Customer service oriented
  • Strategic thinker
  • Detail-oriented
  • Policies and procedures
  • Staff training and development
  • Personnel development
  • Goal-oriented
  • Process evaluation and enhancement
  • Training and mentoring
  • Multitasking and Organization
  • Store operations
  • Retail Merchandise Quality Standards
  • Teamwork and Collaboration

Timeline

Assistant Head Coach

ASICS Outlet
05.2022 - Current

FT Team Lead (key Holder)

ASICS Outlet
02.2022 - 04.2022

PT Team Lead (key Holder)

ASICS Outlet
02.2021 - 01.2022

Assistant Store Manager

Vineyard Vines
01.2020 - 11.2021

Store Manager

Guess? Inc.
02.2019

Co-Manager

Guess Inc
04.2018 - 02.2019

Department Manager

Anthropologie
03.2017 - 2018

Department Supervisor

Anthropologie
02.2015 - 2017

Manager In Training (MIT)

Anthropologie
04.2014 - 2015

Senior Sales Associate

Anthropologie
01.2014 - 2014

Customer Service Associate

Anthropologie
10.2013 - 2014

Temp Hire

Anthropologie
09.2013 - 10.2013

Sales Associate

Dollar General
2011 - 2014 (3 education.years_Label)

Merchandise Coordinator

Marshalls
2008 - 2011 (3 education.years_Label)

Nashua High School North

High School Diploma

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Melissa TurnerRetail Management