Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Mercedes Polite

Charlotte,NC

Summary

Experienced professional retail worker with a background in customer service and cash handling. Demonstrates ability to foster team collaboration and adaptability to meet shifting demands. Skilled in transaction processing, inventory management, and maintaining orderly work environments. Utilizes strong interpersonal skills and a focus on delivering results for reliable performance. Experience in team leadership, customer service, and operational efficiency to strategically plan to enhance store performance and staff productivity. Track record includes creating a positive, results-driven environment.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Retail Cashier & Sales Floor Support

Nordstrom Rack
11.2021 - Current
  • Assist customers over the phone and at checkout with sales, returns, and transactions
  • Provide overall support on the sales floor, such as price checks, checking inventory for specific items, and ensuring smooth operations
  • Greet every customer with a smile and a simple 'Hello, how are you doing today' or 'Welcome to Nordstrom Rack.'
  • Proactively offer service to provide honest feedback on fit and suggest items or accessories
  • Frequently check the fitting room for cleanliness and organization and promptly return unwanted items to the sales floor
  • Assist with bringing and displaying new products to the sales floor
  • Assist with loss prevention by proactively reporting suspicious activity to an LP Associate or Manager
  • Ensure merchandise has a price tag and sensor alarm

Independent Contractor

Primerica
01.2020 - 12.2021
  • Company Overview: Self-Employed
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities
  • Collaborated closely with clients to better understand their financial goals
  • Consulted with customers to assess needs and propose optimal solutions
  • Self-Employed

Cashier/Merchandise Assistant

JCPenney
10.2018 - 07.2019
  • Achieved outstanding customer service, receiving 96% in customer service feedback surveys
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance
  • Helped customers complete purchases, locate items, and join reward programs
  • Worked closely with shift manager to solve problems and handle customer concerns
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Reconciled cash drawer at the start and end of each shift, accounting for errors and resolving discrepancies

Team Leader/Call Center

Anthem Health Insurance/Concentrix
06.2015 - 10.2018
  • Monitored and developed the performance of 20-25 inbound call center agents
  • Created call scripts to reduce HIPAA violations and improve average handling time
  • Motivated the team to meet monthly goals and outperform other teams
  • Consistently outperformed other teams on the weekly/monthly metric goals set by the company

Vice President

U S Trust-Bank of America
09.2010 - 03.2015
  • Managed a team of Fiduciary Specialists
  • Oversaw trust-owned life insurance policies
  • Created, developed, implemented, and trained online processes to ensure deliverables were accurate and submitted accordingly
  • Co-led in revising job descriptions used for talent acquisition
  • Lowered turnover rate by 25% in the first year
  • Nominated and selected to participate in a leadership program for maintaining high performance over three years

Education

Business Administration -

West Los Angeles College
Culver City, CA

Risk Management

The American Business College of Financial Service
Bryn Mawr, PA

Skills

  • Customer Service Excellence
  • Conflict Resolution
  • Effective Written & Oral Communication
  • Understanding of Merchandising
  • Sales & Business Retention
  • Proficiency in MS Windows, IOA and Android
  • Team Management
  • Training & Development
  • Business Planning
  • Organization and Time Management
  • Microsoft Office & Team

Certification

MO Life Insurance License Producer

Accomplishments

  • Consistently received customer compliments for outstanding customer service, resulting in a Customer Service Award.
  • Achieved outstanding customer service, receiving 96% in customer service feedback surveys.
  • Lowered turnover rate by 25% in the first year at U S Trust-Bank of America.
  • Nominated and selected to participate in a leadership program for maintaining high performance over three years.
  • Awarded All-Star Award for outstanding customer service.

Timeline

Retail Cashier & Sales Floor Support

Nordstrom Rack
11.2021 - Current

Independent Contractor

Primerica
01.2020 - 12.2021

Cashier/Merchandise Assistant

JCPenney
10.2018 - 07.2019

Team Leader/Call Center

Anthem Health Insurance/Concentrix
06.2015 - 10.2018

Vice President

U S Trust-Bank of America
09.2010 - 03.2015

Risk Management

The American Business College of Financial Service

Business Administration -

West Los Angeles College

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Mercedes Polite