Mikecia Williams
Merchandise Lead
Hampton,GA
Summary
OBJECTIVES I am trying to obtain a customer service position that will help me gain experience that could help me in my career while enhancing my educational and professional skills in a stable and dynamic workplace. Skilled member services management professional offering expertise in enrollment, benefits interpretation and claims processing. 7 years in customer service support and team leadership positions. Results-focused member services professional highly effective at building relationships with team members and customers of all backgrounds. Open and clear manager willing to take on any task with hardworking and resourceful mindset.
Overview
21
21
years of professional experience
46
46
years of post-secondary education
7
7
Certificates
Work History
Member Service Checkout Supervisor
Sam's Club
Morrow, GA
03.2017 - 03.2018
- Implemented training programs to improve employee performance, trained new associates in store policies and procedures, provided excellent customer service by listening to customer concerns and needs
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Used key sales tactics to grow membership sales.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
Backroom Associate
Sam's Club
Morrow, GA
12.2018 - 07.2021
- Responsible for receiving merchandise for the club as well as handling all shipments going out and Receiving Clerk
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Assisted customers with transporting large merchandise to waiting vehicles.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Performed weekly inventory counts to verify stock levels.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Kept up-to-date on store, shelf and order availability of [Type] products.
- Received incoming merchandise and stored in correct stock locations.
- Diligently examined packages and labels for defects or inaccuracies, decreasing overall packaging mistakes [Number]%.
- Followed orders precisely for correct items, sizes and quantities.
- Reviewed order slips, picked products and staged merchandize to be shipped.
- Stocked shelves to match planogram images and instructions.
- Prepared and checked outbound shipments for accuracy.
Merchandising Team Lead
Sam's Club
Morrow, GA
12.2015 - Current
- Communicated with suppliers to negotiate best pricing on apparel and accessories.
- Sourced new vendors in effort to boost range of products offered in store locations while reducing costs through strategic contract negotiations.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
- Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.
- Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.
- Created hands-on training program for newly hired employees to acclimate each person to company policies and procedures and individual job duties.
- Delivered services to customer locations within specific timeframes.
- Successfully maintained clean, valid driver's license and access to reliable transportation.
- Identified issues, analyzed information and provided solutions to problems.
- Onboarded new temps by entering employee information into systems.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
Cashier
Sam’s Club
12.2015 - Current
- Maintain high standards in customer service and complied with regulatory guidelines
Front End Supervisor
Party City
09.2012 - 03.2016
- Directly managed, developed, and supervised 10 associates, maintained daily goals, implemented better ways to improved order of operation, and oversaw day-to-day operations.
Education
Lovejoy High School
Associates - Psychology
Gordon State College
01.2013 - 12.2016
Skills
Benefits analysis
Certification
Certification in American Red Cross Cardiopulmonary Resuscitation and First Aid
Timeline
Backroom Associate
Sam's Club
12.2018 - 07.2021
Member Service Checkout Supervisor
Sam's Club
03.2017 - 03.2018
Merchandising Team Lead
Sam's Club
12.2015 - Current
Cashier
Sam’s Club
12.2015 - Current
Associates - Psychology
Gordon State College
01.2013 - 12.2016
Front End Supervisor
Party City
09.2012 - 03.2016
Lovejoy High School