Michelle Altman-Horan
Dover,PA
Overview
14
14
years of professional experience
Work History
Sales Supervisor
Ollie's Bargain Outlet
York, PA
06.2017 - 12.2021
- Effectively coached team members to reach weekly and monthly sales goals.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Promoted exceptional customer service by engaging clients on sales floor.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Checked store merchandise regularly for proper display and replenishment.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Arranged items in favorable positions and areas of store for optimal sales.
- Built and maintained rapport with store personnel to effectively meet company and client objectives.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Oversaw frequent store recoveries to keep sales floor organized and presentable.
- Directed smooth merchandising of products to engage customers and promote sales.
- Corrected SKU issues and pricing discrepancies to increase accuracy of end-of-shift register drawer counts.
- Constructed displays and signs to promote specified products and sales promotions.
- Greeted customers and helped with product questions, selections and purchases.
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
- Increased sales by offering advice on purchases and promoting additional products.
- Counted cash register drawers at beginning and end of each shift to prepare bank deposits.
- Created and implemented employee monthly action plans to increase sales and customer loyalty.
- Issued receipts and processed refunds, credits or exchanges.
- Increased store's profitability by re-merchandising inventory with attractive, eye-catching window and floor displays.
- Monitored inventory to recommend stock levels, maximizing profits and minimizing losses.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Caretaker
Caring Matters
Harrisburg, PA
03.2016 - 03.2017
- Ran errands for patients, did shopping, and picked up other necessities.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Scheduled and accompanied clients to medical appointments.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Remained alert to problems or health issues of clients and competently responded.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Shopped for groceries regularly in order to keep house stocked with necessities.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Monitored and assisted residents through individual service plans.
- Restocked supplies and rotated items to maintain efficient operations and prevent expiration of perishable goods.
- Assisted elderly with daily living activities and physical therapies.
- Read and wrote shift reports and care notes for continuity of care.
- Encouraged elderly to engage in people-centered activities and participate in community.
- Bathed, dressed, groomed, toileted and fed residents to support activities of daily living.
- Maintained safe and sanitary work stations and equipment to reduce spread of germs, bacteria and other pathogens.
- Helped residents achieve highest practical physical, mental and psychosocial well-being through individualized attention.
- Offered quality nursing care to residents to promote rights, dignity and freedom of choice.
- Assisted with daily living activities, running errands and household chores.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Provided compassionate and patient-focused care to cultivate well-being.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted patients with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Monitored clients' overall health and well-being and noted significant changes.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Replaced bandages, dressings and binders to care for wounds and encourage healing.
- Maintained entire family's schedule and organized events.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Completed regular check-ins and progress report for each client.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
Entry Level Account Manger
Atlas Executives
Mechanicsburg, PA
01.2016 - 03.2016
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
- Introduced new processes to improve account and market tracking for better data analysis.
- Capitalized on emerging trends in customer preferences and marketplaces.
- Recommended brand products to customers, highlighted benefits and redirected objections in sales.
- Reinvented team interaction with prospective clients by developing innovative and creative sales pitch.
- Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
Temp Worker
Abel Personnel
Harrisburg, PA
05.2015 - 08.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and clients.
- Recommended products to customers, thoroughly explaining details.
- Optimized customer support by establishing collaborative service environment.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided ongoing guest service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Deli Associate
Giant Food Stores
Harrisburg, PA
07.2009 - 12.2013
- Carefully prepared orders by slicing, weighing and packaging cheeses and meats and accurately calculated prices.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Opened new inventory and rotated stock by dates to maintain freshness.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Listened carefully to customer instructions and prepared orders according to those preferences.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Learned other teammates' work tasks to train as backup.
- Inspected equipment, refrigerators and warming lamps to check compliance with safe operating levels.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Created appealing food arrangements for party trays and specialized orders.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes.
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas.
- Calculated total items needed to assemble party trays and placed orders for inventory.
- Received payment via cash, check, card or mobile payment and processed promptly, resulting in [Number]% accuracy rate.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained cash drawer.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Completed inventory counts and ordered merchandise.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Learned barista and Gas station attendant positions and provided backup at key times.
- Maintained clean and orderly work station.
- Checked customer identification for cigarette.
- Built trustful relationships with customers to encourage return visits.
- Cleaned up gas and other spills in accordance with spill procedures.
- Maintained inventory of all saleable items.
- Facilitated sales of services and goods.
- Processed fuel and merchandise transactions by operating POS system with accuracy.
- Offered assistance to customers unfamiliar with fueling vehicles, demonstrating appropriate measures for pumping gas.
- Collected gas and amenity payments based on customer orders.
- Pumped gas for guests and took payments.
- Assisted customers with operating fuel pumps, explaining proper fueling techniques.
- Counted nightly income, categorizing and sending to bank on weekly basis.
- Responded to all customer inquiries thoroughly and professionally.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Removed safety hazards, soiled items and trash from customer areas.
- Shared best practices for sales and customer service with other team members to help improve store's efficiency.
- Determined customer needs by asking relevant questions and listening actively to responses.
- Educated customers about brand to incite excitement about company's mission and values.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Cleaned counters, machines, utensils and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Maintained regular and consistent attendance and punctuality.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
- Made and served brand-specific café beverages per day with speed, quality and consistency.
- Prioritized drink requests while managing interruptions.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Constantly expanded personal knowledge of coffee styles and varieties.
- Trained new employees in groups and in one-on-one scenarios.
- Complied with standards for merchandising, stocking and storing product.
- Completed over successful daily cash audits to correctly balance drawers at end of each shift.
- Educated coworkers and customers about new products.
- Cultivated to recall customers' names and address each by name.
- Educated staff by sharing knowledge and expertise of coffees, teas and merchandise.
- Upsold specialty items with beverages, increasing store sales.
- Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Set and achieved goals for professional development and advancement.
- Developed and demonstrated skillful and creative latte art to engage customers.
- Created original artwork for specials board display daily.
Call Center Operator
Tikshoov
Acre, Israel
02.2007 - 12.2008
- Responded to customer requests for products, services and company information.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Promoted available products and services to customers during service, account management and order calls.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Collaborated with internal partners and customers to determine user needs and deliver technical protocols to correct.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion and access to services.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Soldier
Israel Defence Force
Tel-Aviv, Israel
07.2004 - 07.2006
- Secured and protected military property, assets and personnel.
- Implemented tactics, procedures, and techniques for defense systems.
- Carried out defensive and offensive data protection operations.
- Oversaw utilities manual records to perform stock control and accounting duties.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Trained in conflict resolution among subordinates, equals and superiors.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Assigned lower-level custody staff to best suited posts.
- Assisted in conducting fire drills and evacuating buildings.
- Attended required training sessions and seminars.
- Dealt with inter-company conflicts to remove obstacles to troop readiness.
- Surveyed company overall health and preparedness.
- Maintained required level of proficiency in use of firearms.
Education
No Degree - Culinary Arts
Keystone Technical Institute
Harrisburg, PAHigh School Diploma -
Gimnisa
Israel06.2004
Skills
- Knowledge of Candidates
- Goals and Performance
- Building Customized Solutions
- Procurement and Sales
- Distribution Coordination
- Special Assignments
- Order Management
- Shrinkage Control
- Corrective Actions
- Product and Service Sales
- Effective Working Relationships
- Team-Building Exercises
- Facility Tours
- Staff Meetings
- Item Scanning
- General Housekeeping
- Process Knowledge
- Suggestive Selling
- Support Oversight
- Shipment Processing
- High Customer Service Standards Adherence
- Program Monitoring
- Cash Counting
- Reading Comprehension
- Promotional Campaigns
- Belt Conveyors
- Restocking Processes
- Customer Experience Enhancement
- Customer Retention Strategies
- POS Systems and Ordering Platforms
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Interpretation and Translation Services
- Order and Refund Processing
- Calm and Professional Under Pressure
- Call Documentation
- Courteous with Strong Service Mindset
- Needs Assessment
- Customer Account Management
- Issue and Complaint Resolution
- Understanding Customer Needs
- Upselling Products and Services
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Responding to Difficult Customers
- Document Conversion
- Customer Service and Assistance
- Customer Inquiry Response
- Report Creation
- Inbound and Outbound Calling
- Cash Register Operations
- Credit Card Payment Processing
- Educational Opportunities
- Telephone Management
- Inquiry Requests
- Call Transfers
- Teller Transactions
- Electronic Information Systems
- Merchandise Arrangements
- Correcting Discrepancies
- Consulting Supervisors
- Report Preparation
- Answering Customer Questions
- Information Inputting
- Complex Product Knowledge
- Team-Oriented and Cooperative
- Directing Calls
- Bagging Groceries
- Promoting Brand and Company Identity
- Administrative and Office Support
- Recommending Solutions
- Punch Lists
- Merchandise Orders and Exchanges
- Excellent Attention to Detail
- Establishing and Maintaining Customer Relationships
- Generating Receipts
- Critical Thinking
- Charitable Donations
- Customer Information Databases
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Membership Inquiries and Renewals
- Promotional Information
- Insurance Recommendation
- Solving Customer Concerns
- Patient and Empathetic
- Membership Registrations
Languages
English
Native or Bilingual
Hebrew
Native or Bilingual
Timeline
Sales Supervisor
Ollie's Bargain Outlet
06.2017 - 12.2021
Caretaker
Caring Matters
03.2016 - 03.2017
Entry Level Account Manger
Atlas Executives
01.2016 - 03.2016
Temp Worker
Abel Personnel
05.2015 - 08.2015
Deli Associate
Giant Food Stores
07.2009 - 12.2013
Call Center Operator
Tikshoov
02.2007 - 12.2008
Soldier
Israel Defence Force
07.2004 - 07.2006
No Degree - Culinary Arts
Keystone Technical Institute
High School Diploma -
Gimnisa