Mercy Ndahr
Mandan,ND
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management. Goal-oriented Team Manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering 5 years of hands-on experience overseeing daily operations and guiding team members toward achieving goals. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational Team Leader skilled in designing and following production schedules. Offers proven history of maximizing team productivity to meet targets. Dedicated to employee safety and proactive assignment, schedule and personnel management. Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Team Leader Manager
Walmart
Bismarck, ND
05.2020 - Current
- Assigned and monitored daily tasks for team members.
- Provided guidance, coaching, and feedback to team members.
- Organized team meetings to discuss progress and challenges.
- Developed strategies to increase productivity and efficiency of the team.
- Implemented new processes and procedures as needed.
- Created and maintained a positive work environment for employees.
- Maintained records of employee performance reviews.
- Resolved conflicts between team members in a timely manner.
- Ensured compliance with company policies and regulations.
- Recruited, trained, and supervised new staff members.
- Collaborated with other departments to ensure smooth operations.
- Ensured that deadlines were met by setting realistic goals.
- Identified areas where teams could improve their skillset.
- Developed strategies to motivate employees in achieving goals.
- Provided technical assistance when needed.
- Monitored customer service standards across the organization.
- Facilitated communication between senior management and staff.
- Oversaw daily workloads and workflow for smooth operations.
- Delegated work assignments and prioritized tasks.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Led regular team meetings to communicate current business trends and relevant updates.
- Supported HR staff with recruiting and retaining high-performing talent.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Customer Service Manager
Walmart
Bismarck, ND
09.2018 - 05.2020
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated and authenticated returns, exchanges and voids.
- Monitored phone calls to provide feedback and coaching.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Cashier
Walmart
Bismarck, ND
06.2017 - 04.2018
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Conducted price checks for special orders or discounts as requested by customers.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Verified customer age requirement for alcohol or tobacco purchases.
Assembler
Bobcat Doosan
Bismarck, ND
08.2017 - 01.2018
- Assemble components according to specifications using hand tools, power tools, and other equipment.
- Align components for proper fit and adjust as necessary during the assembly process.
- Maintain a clean work area by sweeping up debris from assembly operations.
- Collaborate with team members to optimize workflow processes within the department.
- Adhere strictly to health and safety regulations while carrying out daily tasks.
- Notify supervisors of any potential issues that may cause delays in production schedules.
- Completed accurate assembly work by positioning and aligning components.
- Sorted and placed materials or items on racks, shelves or in bins according to predetermined sequence.
Education
Bachelor of Science - Supply Chain,Transportation & Logistics Management
Bellevue University
Bellevue, NE01-2024
Bachelor of Science - Procurement And Supply Chain Management
University of Nairobi
Nairobi12-2016
High School Diploma -
St.alberts Ulanda Girls High School
Migori kenya12-2011
Primary School -
St.albertsAlhuda Primary
Kajiado Kenya12-2007
Skills
- Customer Service
- Time management abilities
- Written Communication
- Time Management
- Self Motivation
- Training and Development
- Task Delegation
- Adaptability and Flexibility
- Documentation And Reporting
- Active Listening
- Team building
- Team Leadership
- Computer Skills
- Excellent Communication
- Multitasking
- Attention to Detail
Affiliations
dean list
volunteer IYF world camp
volleyball player
Languages
English
Native/ Bilingual
Swahili
Native/ Bilingual
luo
Native/ Bilingual
References
References available upon request.
Timeline
Team Leader Manager
Walmart
05.2020 - Current
Customer Service Manager
Walmart
09.2018 - 05.2020
Assembler
Bobcat Doosan
08.2017 - 01.2018
Cashier
Walmart
06.2017 - 04.2018
Bachelor of Science - Supply Chain,Transportation & Logistics Management
Bellevue University
Bachelor of Science - Procurement And Supply Chain Management
University of Nairobi
High School Diploma -
St.alberts Ulanda Girls High School
Primary School -
St.albertsAlhuda Primary