Michelle Erb
Marysville,PA
Summary
Accomplished leader with extensive experience at Giant Food Stores, excelling in customer relations and regulatory compliance. Proven track record in enhancing customer experience, mentoring teams for peak performance, and ensuring store operations exceed compliance standards. Skilled in workforce management and loss prevention, consistently fostering a culture of excellence and accountability.
Overview
23
23
years of professional experience
Work History
Assistant Store Manager of Customer Experience
Giant Food Stores
Carlisle, PA
01.2012 - Current
- Ensure total store compliance with policies, procedures, and laws as required by federal, state, or municipal law.
- Cultivate and maintain superior customer relations through polite and efficient handling of customer inquiries and complaints, attention to associate appearance and behavior, and maintaining service level standards.
- Foster harmonious Associate Relations with active listening to Associate concerns, as well as overseeing and participating in Associate selection, orientation, Training/Development, performance appraisal, counseling, recognition programs, service awards, etc.
- Respond to incoming customer connection reports and ensure responses to all service issues.
- Control the loss of store money through proper handling of refunds, deposits, etc., while ensuring all applicable service/office personnel are trained.
- Supervise Fuel Stations, Front End, Maintenance, and Giant Direct.
Front End Manager
Giant Food Stores
Carlisle, PA
01.2009 - 01.2012
- The primary purpose of my job was to oversee all facets of the front-end, including customer service, training, administering front-end scheduling, performance, productivity, shrink, sanitation, and safety.
- Cultivated strong customer relations and developed effective customer service standards.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Store Accountant
Giant Food Stores
Carlisle, PA
01.2004 - 01.2009
- The purpose of my job was to maintain controls over all forms of monetary payments that flowed through the store.
- Managed AMLCP operations, encompassing Western Union and Money Order transactions.
- Ensured compliance with all applicable laws, regulations, policies and procedures.
- Tracked daily cash differences, compiled reports, and compared past data to find causes.
- Provided customer service, handling inquiries and resolving issues related to transactions.
Lead Checkout Coach
Giant Food Stores
Carlisle, PA
01.2002 - 01.2004
- The primary purpose of my job was to oversee all facets of the front-end, including customer service, training, administering front-end scheduling, performance, productivity, shrink, sanitation, and safety.
- Managed store returns in accordance with company policies and procedures.
- Assisted in resolving customer complaints in a professional manner.
- Provided direction and guidance to new employees during training period.
Education
High School Diploma -
Susquenita High School
Duncannon06-1999
Skills
- Business Development
- Store Organization
- Customer Relations
- Loss Prevention
- Department Oversight
- Records Management
- Customer experience
- Regulatory Compliance
- Issue Resolution
- POS Systems
- Workforce Management
- Mentoring and Coaching
Timeline
Assistant Store Manager of Customer Experience
Giant Food Stores
01.2012 - Current
Front End Manager
Giant Food Stores
01.2009 - 01.2012
Store Accountant
Giant Food Stores
01.2004 - 01.2009
Lead Checkout Coach
Giant Food Stores
01.2002 - 01.2004
High School Diploma -
Susquenita High School
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