Summary
Overview
Work History
Education
Skills
Personal Information
Leadership Experience
Timeline
Generic

Mercedes Glover

Massena,NY

Summary

Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.

Overview

12
12
years of professional experience

Work History

Front End Manager

Bj's Wholesale Club
12.2024 - Current
  • Oversee cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
  • Oversee cashier operations, bookkeeping, and security.
  • Maintain an excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
  • Maintained strong customer relations and effective customer service standards.
  • Offer hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Supervise and guide new employees and respond quickly to questions to improve understanding of job responsibilities.
  • Reduce wait times for customers by optimizing staff scheduling and improving employee productivity.
  • Drive membership metrics by educating the team and ensuring each member is following through with the every member, every time approach.

General Manager

Splash Car Wash
03.2023 - 11.2024
  • Responsible for overseeing the day-to-day operations of the car wash, ensuring high standards of customer service, managing staff, maintaining equipment, and maximizing profitability.
  • Leading the team to deliver a high-quality car wash experience while maintaining a clean, safe, and efficient environment.
  • Developed and implemented operational policies and procedures.
  • Monitored and maintained car wash equipment to ensure proper functionality and safety.
  • Managed inventory and order supplies as needed.
  • Create high levels of customer satisfaction by providing excellent service.
  • Address customer complaints and resolve issues promptly and effectively.
  • Recruit, hire, train, schedule, and supervise car wash staff.
  • Conduct performance evaluations and provide feedback and coaching to employees.
  • Foster a positive and motivating work environment
  • Responsible for Managing a budget, including trending, tracking expenses, and optimizing profitability.
  • Implement and manage pricing strategies and promotions to attract and retain customers.
  • Built and maintained relationships with local businesses and community organizations.

Sales Manager

Modern Marketing & Commerce
03.2021 - 02.2023
  • Managed campaign data through salesforce.com
  • Monitored payroll and scheduling using Insperity
  • Used Five9 to create development plans, stretch goals and celebrate successes
  • Created a positive team atmosphere where opportunities and wins were celebrated and welcomed
  • Lead in the decision-making process for hiring for the three teams that I was responsible for
  • Responsible for onboarding and ensuring Inside Sales Professionals' readiness to hit their Sales and Performance Goals, such as their Average Handle Time, On Call Time, Not Ready Time, and Quality Assurance

Customer Service Manager

Wayfair
06.2018 - 02.2021
  • Emulate world class customer service
  • Employee mentoring, coaching and development
  • Analyze trends to strengthen performance
  • Make recommendations on the needs of the business
  • Encourage feedback and emotional intelligence
  • Responsible for conducting interviews for potential candidates and collaborating with other Service Manager's to determine if the candidate is the right fit

Supervisor, Dow Jones Campaign

SITEL Corporation
01.2013 - 05.2018
  • Oversee daily operations
  • Coach, mentor and develop employees
  • Payroll and scheduling through Kronos
  • Analyze weekly and monthly reporting to meet agency goals

Education

High School -

Riverview High School
Sarasota, FL
01.2011

Medical Administrative Billing -

Sarasota County Technical Institute
Sarasota, FL
01.2010

Skills

  • Leadership
  • Time Management
  • Conflict Revolutionist
  • Critical Thinking
  • Team Building
  • Performance improvements
  • Listening skills
  • E-commerce platforms

Personal Information

Title: Sales, Services & Operations Manager

Leadership Experience

Experienced business manager with a passion for developing talent, driving for results and servant-leadership. Looking to locate my forever home, where creativity is welcomed, and opportunities are earned. Professional experience with successfully managing teams between 15-25 representatives within various entities of my career. My professional mantra is welcome, align, train, encourage, coach, celebrate and repeat.

Timeline

Front End Manager

Bj's Wholesale Club
12.2024 - Current

General Manager

Splash Car Wash
03.2023 - 11.2024

Sales Manager

Modern Marketing & Commerce
03.2021 - 02.2023

Customer Service Manager

Wayfair
06.2018 - 02.2021

Supervisor, Dow Jones Campaign

SITEL Corporation
01.2013 - 05.2018

Medical Administrative Billing -

Sarasota County Technical Institute

High School -

Riverview High School

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Mercedes Glover