Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael McKernan

Millsboro,DE

Summary

Multi-talented Customer Service Leader with 9+ years of experience boosting sales and increasing profits by motivating staff and assisting customers. Results-driven focus on monitoring staff member performance and offering advice on effective sales methods. Successful at resolving complex issues by working closely with employees, suppliers and customers.

Overview

12
12
years of professional experience

Work History

Lead Research Associate

RetailData
07.2021 - 10.2023
  • Gathered and organized information for research purposes.
  • Interpreted data analysis results to draw inferences and conclusions.
  • Virtually trained 100+ new hires on company device and app functions in addition to various specific job types based on client needs
  • Was first point of contact for Research Associates in district; fostered trusting working relationship and answered any questions or concerns employees had
  • Created efficient and cost-effective training outline that was utilized region-wide

Customer Service Representative

Maximus
05.2021 - 07.2021
  • Located vaccination sites for customers
  • Prepared ride service for customers if necessary
  • Documented conversations with customers to track requests, problems and solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Assistant Store Manager

Royal Farms
02.2020 - 07.2020
  • Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Conducted analysis to address productivity and employee needs which resulted in improved employee morale.
  • Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism.
  • Coached and developed store associates through formal and informal interactions.
  • Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.
  • Maintained organized store, responded to customer complaints and answered questions quickly.

Assistant Store Manager

Walgreens
07.2015 - 12.2019
  • Oversaw front end operations
  • Directly supervised front end employees
  • Responsible for coaching and development of front end employees as well as scoring and providing their year-end reviews
  • Created weekly schedules for all front end employees and ensured store stayed within budget hours
  • Interviewed, hired, and trained new employees; set them up with a "buddy" for further on-the-job training and held progress meetings with both employee and buddy
  • In charge of stock management; included assigning employees designated sections on the floor to oversee, ensured scan outs and ordering were completed, tracked order changes, helped maintain inventory levels, etc.
  • Worked with multiple vendors to create orders based on store forecast and demand
  • Daily office work, such as checking and balancing cash reports as needed, ensuring tills were balanced, checked daily tasks from corporate, reviewing and responding to e-mails, placing change orders as needed, etc.
  • Completed weekly resets and revisions
  • Unloaded and put up stock from weekly warehouse trucks
  • Provided excellent customer care
  • Maintained stockroom levels, organization, and cleanliness
  • Occasional register and photo lab work when short-staffed
  • Oversaw the entire store during the busy summer months while the location was in between store managers
  • Led small team of employees during a Rite Aid store conversion in which we were tasked with training the store team on Walgreens operations

Cashier Trainer

Cracker Barrel
09.2013 - 06.2015
  • Rang up customers for meals and retail shop purchases
  • Trained new cashiers
  • Tracked hourly and daily sales goals
  • Set and tracked suggestive selling goals
  • Received and set stock from weekly trucks
  • Visual merchandising and setting planograms
  • Occasionally acted as a host and sat guests in accordance with seating chart
  • Handled any customer complaints within my jurisdiction; included management if the situation called for it

Keyholder

American Apparel
07.2011 - 06.2012
  • Opening and closing store responsibilities (opening/closing tills, straightening, cleaning, etc.)
  • Tracked store and individual sales goals for floor team
  • Set meal breaks for floor team
  • Changing room responsibilities (providing customers with rooms, checking in, getting different sizes, putting clothes back on sale floor, etc.)
  • Stockroom work (unpacking/stocking/tagging/steaming merchandise)
  • Ensuring sales floor has all available sizes, colors, styles, etc. of merchandise

Education

Musical Theater

County College of Morris
Randolph Township, NJ

High School Diploma -

Warren Hills Regional High School
Washington, NJ
06.2006

Skills

  • Employee training
  • Inventory management
  • Store growth planning
  • Good communication skills
  • Organization
  • Decision-making
  • Merchandising
  • Team leadership experience
  • Team Collaboration
  • Effective Multitasking
  • Staff Development
  • Customer Relations

Timeline

Lead Research Associate

RetailData
07.2021 - 10.2023

Customer Service Representative

Maximus
05.2021 - 07.2021

Assistant Store Manager

Royal Farms
02.2020 - 07.2020

Assistant Store Manager

Walgreens
07.2015 - 12.2019

Cashier Trainer

Cracker Barrel
09.2013 - 06.2015

Keyholder

American Apparel
07.2011 - 06.2012

Musical Theater

County College of Morris

High School Diploma -

Warren Hills Regional High School

Similar Profiles

CREATE PROFILE
Michael McKernan