Misty Layel
RAC Acceptance
GASTONIA,NC
15
years of professional experience
Adaptable and organized leader with a strong background in retail and customer relations. Recognized for effective communication skills and problem-solving abilities that drive team performance and enhance customer loyalty.
Work History
Store Manager
1 Year 4 Months- Managed daily store operations, ensuring compliance with company policies and procedures.
- Analyzed sales data to identify trends, informing strategic merchandising decisions.
- Trained and mentored new staff on customer service excellence and product knowledge.
- Developed promotional displays, increasing product visibility and driving customer engagement.
- Resolved customer complaints effectively, maintaining high satisfaction levels and loyalty.
- Collaborated with team members to create a positive work environment that promotes teamwork.
- Implemented scheduling strategies, optimizing workforce efficiency during peak hours.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Sales Associate
3 Years 6 Months- Processed sales transactions efficiently using point-of-sale systems, ensuring accuracy in financial reporting.
- Maintained knowledge of inventory and product features to provide accurate recommendations.
- Assisted customers in locating automotive parts and accessories, enhancing customer satisfaction.
- Collaborated with team members to optimize store layout and merchandising strategies for improved visibility.
- Trained new employees on product knowledge, customer service techniques, and operational procedures.
- Monitored stock levels and facilitated reordering processes to maintain optimal inventory availability.
- Resolved customer inquiries and complaints promptly, fostering positive relationships and repeat business.
- Implemented best practices for safety and compliance within the store environment, promoting a secure workspace.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Customer Service Manager
3 Years 5 Months- Led customer service initiatives to enhance satisfaction and loyalty across multiple store locations.
- Implemented feedback systems to capture customer insights and drive continuous improvement.
- Developed training programs for staff, improving service quality and operational efficiency.
- Collaborated with cross-functional teams to resolve escalated issues and streamline communication processes.
- Analyzed performance metrics to identify trends and optimize team productivity and effectiveness.
- Mentored junior staff, fostering a culture of excellence and enhancing team capabilities in customer interactions.
- Spearheaded process improvements that reduced response times and enhanced overall customer experience.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Assistant Hotel Manager
2 Years- Assisted in managing daily hotel operations, ensuring high service standards and guest satisfaction.
- Implemented training programs for new hires, enhancing team performance and service delivery.
- Coordinated staff schedules to optimize workforce efficiency and meet operational needs.
- Supported inventory management by tracking supplies and maintaining accurate stock levels.
- Monitored guest feedback to identify areas for improvement and drive positive experiences.
- Collaborated with department heads to streamline processes and improve overall hotel performance.
- Developed marketing strategies to increase occupancy rates and enhance brand visibility.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Maintained high standards of cleanliness throughout the property by enforcing strict housekeeping procedures.
- Streamlined front desk operations for improved efficiency and enhanced guest experiences.
- Managed hotel budgets, reducing unnecessary expenses and optimizing resource allocation.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Implemented successful strategies to increase customer satisfaction.
District Operations Manager
4 Years 5 Months- Led cross-functional teams to enhance operational efficiency and streamline processes within district operations.
- Developed and implemented strategic plans to optimize resource allocation and improve service delivery.
- Oversaw daily operations across multiple districts, ensuring compliance with company standards and policies.
- Trained and mentored staff in best practices for inventory management and customer service excellence.
- Analyzed performance metrics to identify areas for improvement and drive continuous operational enhancements.
- Managed vendor relationships to negotiate contracts that improved cost-efficiency and service quality.
- Collaborated with senior leadership to align district goals with overall corporate objectives and initiatives.
- Conducted regular audits of district operations to ensure adherence to safety regulations and industry standards.
- Contributed to talent acquisition efforts by participating in recruitment strategies and candidate selection processes.
- Developed strategic plans for the district to achieve short-term and long-term goals.
- Created a culture of continuous improvement by encouraging feedback from employees and addressing concerns promptly.
- Improved district operations efficiency by streamlining processes and implementing best practices.
- Oversaw facility maintenance, ensuring compliance with safety regulations and optimal utilization of resources.
- Enhanced employee productivity by providing training, guidance, and performance evaluations.
- Promoted a positive work environment by fostering open communication channels among staff members.
- Identified business development opportunities resulting in revenue growth for the district.
- Ensured adherence to company policies, industry regulations, and legal requirements within the district.
- Led process improvement initiatives that positively impacted overall efficiency and bottom-line results.
- Increased customer satisfaction levels with streamlined communication channels and prompt resolution of issues.
- Evaluated existing policies and procedures to identify areas for improvement, resulting in increased operational effectiveness.
- Optimized supply chain management for improved inventory control and reduced waste.
- Implemented data-driven decision-making processes, enhancing overall district performance and growth.
- Implemented cost-saving measures without compromising service quality or employee satisfaction levels.
- Established strong relationships with key stakeholders, leading to successful collaborations on various initiatives.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Traveled to over 12 locations per week to manage each store and perform reviews of individual managers and employees.
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Enforced compliance with local, state and federal regulations and company standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Bachelor of Science - Medical Administration With Con Medical Management
- Honoree of National Honors Society
- Honor Roll all 4 years
Skills
Operations
Employee scheduling
Client engagement
Multitasking management
Customer service
Inventory management
Customer relations
Inventory management
Retail management
Effective communication
Sales strategy
Timeline
Store Manager
RAC Acceptance
07.2015 - 11.2016Read More
Sales Associate
Advanced Auto Parts
01.2012 - 07.2015Read More
Customer Service Manager
Walmart
08.2008 - 01.2012Read More
Assistant Hotel Manager
Maya
08.2006 - 08.2008Read More
District Operations Manager
Times Oil
03.2002 - 08.2006Read More
University of Phoenix
Bachelor of Science from Medical Administration With Con Medical Management
Read More