Summary
Overview
Work History
Education
Skills
Timeline
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Mona Swisher

Mona Swisher

Columbus,Ohio

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Energetic manager dedicated to enhancing customer satisfaction, meeting sales and profitability goals and managing staff. Recognized for leading and guiding staff to meet common organizational targets. Well organized with stellar time management abilities. Promote employee motivation and keep department operation aligned with goals by leveraging proactive management style. Encouraging with employees and diplomatic in mediating conflicts to enhance satisfaction and team collaboration. Excellent relationship-builder with good communication, time management and multitasking skills focused on boosting business short- and long-term success. Proactive Department Manager with excellent time management skills to multi-task while working within deadlines and time constraints. Offering 20+ years of hands-on experience in retail operations. Proficient in budgeting, inventory management and merchandising. Disciplined professional committed to driving sales goals and ensuring smooth functioning of Jewelry, Clothing, HBA, Cosmetics department. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

25
25
years of professional experience

Work History

Retail Department Manager

Walmart
09.1999 - 02.2019
  • Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
  • Streamlined department operations by implementing efficient merchandising strategies and inventory management techniques.
  • Enhanced sales performance with effective staff training and development programs, focusing on product knowledge and upselling techniques.
  • Reduced employee turnover rate through establishing a positive work environment and fostering strong team dynamics.
  • Maximized profitability by optimizing pricing strategies, promotional activities, and product placements within the department.
  • Managed budgets responsibly, ensuring optimal allocation of resources for staffing, inventory purchases, and marketing initiatives.
  • Collaborated with other department managers to develop cross-functional promotions that drove store-wide sales growth.
  • Maintained a visually appealing department layout that effectively showcased products and enticed customers to make purchases.
  • Conducted regular performance evaluations for staff members, identifying opportunities for improvement and offering constructive feedback.
  • Improved stock management processes by implementing an accurate tracking system that minimized discrepancies between physical inventory counts and recorded data.
  • Implemented loss prevention measures that significantly reduced instances of theft or damage within the department.
  • built strong relationships with employees and vendors.
  • Ensured compliance with company policies, procedures, and safety standards throughout all aspects of department operation.
  • Continuously monitored market trends to adjust product offerings accordingly in order to maintain relevance among target consumers.
  • Developed comprehensive sales forecasts based on historical data analysis which allowed for better planning of inventory levels and seasonal adjustments.
  • Boosted employee morale through recognition programs, resulting in increased productivity and overall job satisfaction.
  • Led meetings with store management to discuss goals, challenges faced within the department as well as successful tactics to be implemented across the organization.
  • Established an effective communication channel within the team which led to smoother coordination and task delegation.
  • Managed the hiring process for new employees, ensuring a thorough screening of candidates and selecting top-quality talent to join the team.
  • Resolved escalated customer complaints professionally and diplomatically, ultimately turning dissatisfied shoppers into loyal patrons.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Created and enforced department policies, procedures and standards to establish productivity and quality.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Developed and implemented useful inventory management strategies to maximize sales and reduce costs.
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Launched quality assurance practices for each phase of development
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Developed detailed plans based on broad guidance and direction.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • completed price changes
  • Checked freight in and out properly
  • answered phones
  • made deposits
  • ran register
  • placed orders to fill shelves and assist customers with special orders
  • pierced ears
  • suggestive sales based on what they was buying

Assistant Store Manager

Shell Gas Station
08.1997 - 09.1999
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
  • Improved team efficiency by implementing new scheduling and task management strategies.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.
  • Trained new employees on company policies, procedures, and best practices for optimal performance.
  • Streamlined inventory management processes to reduce waste and increase profitability.
  • Increased efficiency by streamlining accounting processes and implementing new financial software.
  • Assisted in reducing outstanding accounts receivable balances by diligently following up on overdue invoices.
  • Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
  • Enhanced scheduling efficiency by implementing automated systems and optimizing coordination processes.
  • Streamlined communication between departments for improved schedule adherence and reduced conflicts.
  • Reduced employee overtime costs by closely monitoring work hours and strategically adjusting schedules as needed.
  • Increased patient satisfaction through timely appointment scheduling and proactive management of wait times.
  • Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
  • Improved resource allocation by regularly reviewing staff skills, availability, and workload distribution.
  • Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
  • Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
  • Coordinated training sessions for new hires, ensuring seamless integration into the team''s scheduling processes.
  • Minimized disruptions to daily operations during peak periods by proactively identifying potential bottlenecks in advance.
  • Maintained accurate records of employee time off requests, facilitating fair distribution of vacation days among staff members.
  • Managed complex project timelines with multiple stakeholders, ensuring successful completion within allotted timeframes.
  • Cultivated positive relationships with vendors and external partners to secure favorable terms for resource bookings and accommodations when necessary.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.

Restaurant Shift Manager

Taco Bell
06.1994 - 03.1997
  • Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
  • Optimized staff scheduling for seamless service delivery during peak hours, ensuring all shifts were adequately covered.
  • Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
  • Implemented new menu items successfully, coordinating with chefs and kitchen staff to ensure consistent quality and presentation.
  • Streamlined inventory management processes, reducing waste and lowering overall food costs for the restaurant.
  • Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
  • Boosted sales revenue by implementing effective upselling techniques and encouraging team members to promote special offers or featured items.
  • Maintained a clean and welcoming dining environment, conducting regular inspections to ensure adherence to health and safety standards.
  • Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
  • Collaborated with restaurant management to develop marketing strategies that increased foot traffic during slow periods.
  • Reduced employee turnover by fostering a positive work culture that emphasized teamwork, communication, and mutual support among staff members.
  • Conducted regular performance evaluations for team members, providing constructive feedback and setting clear goals for improvement where needed.
  • Assisted in budget preparation by closely monitoring expenses and identifying areas where cost-saving measures could be implemented without compromising quality or service levels.
  • Coordinated with vendors to maintain optimal inventory levels while securing favorable pricing on supplies through effective negotiation tactics.
  • Ensured timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.
  • Facilitated smooth shift transitions by keeping detailed logs of crucial information such as staffing changes or issues that arose during previous shifts.
  • Increased efficiency of kitchen operations by working closely with chefs and kitchen staff to optimize workflows and minimize food preparation times.
  • Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
  • Contributed to the development of new operational procedures that streamlined processes, resulting in improved overall productivity.
  • Managed the daily activities of up to 25 staff members, providing guidance and support while ensuring accountability for individual performance.
  • Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
  • Monitored employee food handling, safety and uniform requirements.
  • Cross-trained crew members on different duties to increase coverage.
  • Assigned tasks to employees and oversaw opening and closing of restaurant.
  • Excelled in every store position and regularly backed up front-line staff.
  • Observed cash handling and security procedures during shifts to recognize and address issues with staff.
  • Checked and monitored inventory levels to reorder items.
  • Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
  • Communicated with health inspectors during inspections and resolved issues found.
  • Motivated staff to perform at peak efficiency and quality.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
  • Verified prepared food met standards for quality and quantity before serving to customers.
  • Oversaw food preparation and monitored safety protocols.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
  • Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
  • Maximized quality assurance by completing frequent line checks.
  • Implemented effective inventory control systems to reduce food spoilage and waste.
  • Coordinated with catering staff to deliver food services for special events and functions.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
  • Monitored and adjusted pricing, discounts and promotions to maximize profitability.
  • Developed unique events and special promotions to drive sales.
  • Purchased food and cultivated strong vendor relationships.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Education

No Degree - General

Marion Franklin High School
Columbus, Ohio

Skills

  • Retail Management
  • Inventory and Supply Management
  • Order Processing
  • Rules and Regulations
  • Sales Expertise
  • Staff Development
  • Product and Service Sales
  • Policy and Procedure Adherence
  • Order Management
  • Motivational Leadership
  • Business Development and Planning
  • Goals and Performance
  • Departmental Activities
  • Training and Development
  • Product Restocking
  • Department Head
  • Recruiting and Hiring
  • Waste Minimization
  • Customer Engagement
  • Program Monitoring
  • Department Inspection
  • Calculating Liabilities
  • Budgeting and Forecasting
  • Department Management
  • Staff Hiring and Retention
  • Verbal and Written Communication
  • Safety and Security
  • Trend Tracking
  • Daily Task Assistance
  • Work Oversight
  • Cash Register Operations
  • POS Software
  • Manage Inventory
  • Modular Integration
  • Manage Budgets
  • Corrective Actions
  • Project Scope Evaluation
  • Workload Balancing
  • Directing Team Members
  • IT Department Leadership
  • Conflict De-Escalation
  • Employee Empowerment
  • Persuasive Negotiations
  • Coaching and Mentoring
  • Work Planning and Organization
  • Corporate Social Responsibility
  • Work Assignments
  • Profit and Loss
  • Personnel Management
  • Accounting Techniques
  • Regulatory Standards
  • Continuous Quality Improvement (CQI)
  • Employee Performance Evaluations
  • Vendor Relationship Management
  • Team Meetings
  • Emergency Response
  • Social Media Platforms
  • Scheduling and Coordinating
  • Accounts Payable and Accounts Receivable
  • Plan Sales
  • Document Quality
  • Retail Industry Experience
  • Sustainability Evaluation
  • Suggestive Selling
  • Data Accuracy
  • Calendar and Scheduling Software
  • Reading Comprehension
  • End Cap Placement
  • Employee Relationships
  • General Housekeeping
  • Brand Targeting
  • Problem Anticipation and Resolution
  • Patient Profiles
  • Cash Handling and Reconciliation
  • Collaborate Cross-Functionally
  • Managing Parts
  • Merchandise Quality Assurance
  • Regulatory and Legal Compliance
  • Implementing Pricing Strategies
  • Scheduling
  • Billing and Payment Processing
  • Merchandising
  • Purchasing
  • Supervisor
  • Campaign Management
  • Web Site Content
  • Team Leadership
  • Document Control
  • Customer Service
  • Till Counting
  • Client Promotions
  • Staff Management
  • Schedule Management
  • Event Coordination
  • Best Practice Implementation
  • Event Planning
  • Appointment Coordination
  • Invoice Reconciliation
  • Complex Problem-Solving
  • Time Management
  • Calendar Management
  • Travel Arrangements
  • Multi-Line Phone Systems
  • Product and Service Knowledge
  • Billing and Coding
  • Team Collaboration
  • Assisting with Navigation
  • Workload Management
  • Computer Skills
  • Shift Coverage
  • Schedule Coordination
  • Inventory Accuracy
  • Special Audit Assignments
  • Employee Support
  • Customer Loyalty
  • Maintaining Clean Work Areas
  • Team Development
  • Customer Needs Assessments
  • Staff Training
  • Master Schedule Familiarity
  • Team Training
  • Customer Inquiries
  • Safety Awareness
  • Constructive Feedback
  • Performance Goals
  • Organizational Abilities
  • Minor Repairs
  • Process Knowledge
  • Inventory Coordination
  • POS Transactions
  • Cash Counting
  • Department Collaboration
  • Rewards Programs
  • Personnel Scheduling
  • Multitasking Strengths
  • Cash Control
  • Strategic Planning
  • Recordkeeping

Timeline

Retail Department Manager

Walmart
09.1999 - 02.2019

Assistant Store Manager

Shell Gas Station
08.1997 - 09.1999

Restaurant Shift Manager

Taco Bell
06.1994 - 03.1997

No Degree - General

Marion Franklin High School

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Mona Swisher