Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
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Nancy Holbrook

East Stroudsburg ,PA

Summary

Efficient and motivated Shift Supervisor knowledgeable about customer service and satisfaction, security and safety with the utmost professionalism. Effective at helping management maintain order and increase revenue. Driven to apply over thirteen years of experience to improve customer service.


Proudly offers talents in communication and organization, outgoing and energetic individual who is consistently recognized for hard work, attention to detail and engaging with customers to ensure a positive experience. Superior work ethic combined with resourceful and upbeat nature and a team minded individual who works well with senior level management.

Overview

33
33
years of professional experience

Work History

Shift Supervisor

Rite Aid
Hackettstown, NJ
02.2017 - 10.2018
  • Completed store opening and closing procedures and balanced tills.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Identified team weak points and implemented corrective actions to resolve concerns.

Jewelry Sales Associate

T. J.Maxx Companies
Flanders, NJ
09.2015 - 01.2017
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Asked open-ended questions to determine exactly what customers required, available budgets and target recipient for each purchase.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Completed store opening and closing procedures as per company guidelines.
  • Informed customers of current store promotions to encourage additional sales purchases.
  • Provided dynamic service to customers through active engagement, direct eye contact, and well-honed listening skills.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
  • Performed general maintenance and light cleaning of showroom.
  • Oversaw and processed payments made by credit and debit cards and cash and provided correct change if applicable.
  • Supported loss prevention goals by monitoring shopper behavior.
  • Developed extensive conflict resolution skills as result of diffusing tense situations with unhappy customers.
  • Replenished merchandise from inventory during downtime when stock became low.
  • Mentored new sales associates on store return policies and customer service techniques.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Attended company trainings and seminars on such topics as customer engagement strategies, marketing and promotions and attaining sales goals and milestones.

Customer Service Coordinator

Marshalls Department Store
Hackettstown, NJ
10.2006 - 11.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Created and enhanced call sequencing flows and scripts to enhance team performance.
  • Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Exceeded personal and team goals every year for biannual charity events .


Human Resources Mgr 1990-2002, EA 1981-1990

AT&T
Morristown, Berkeley Hts, Basking Ridge, Allentown, NJ / PA
11.1981 - 09.2002
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Motivated employees through special events, incentive programs and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Collaborated with senior management and performed benefits analysis, corrective action planning and big-picture data capturing.
  • Directed job fairs to bring in local talent for long term and seasonal positions.
  • Implemented performance review and motivational strategies to elevate HR team results.
  • Evaluated training program success and presented strategic improvement recommendations to upper management.
  • Conducted company-wide town hall meetings to convey updates.
  • Enhanced staff knowledge and awareness on drug abuse and prevention programs.
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for over 200 new employees during a five year period.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Recruited top talent to maximize profitability.
  • Directed onboarding and training for over Number new Type employees each year, keeping company operations smooth and production efficient with skilled candidates.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
  • Worked as effective team member while contributing to local and regional HR projects.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
  • Liaised between multiple business divisions to improve communications.
  • Coordinated activities of human resources team, distributing resources and personnel effectively across organization to meet HR needs.
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Structured compensation and benefits according to market conditions and budget demands.
  • Assessed and aligned compensation packages to market to attract highly qualified applicants for organizational vacancies.
  • Implemented new-hire program by incorporating training initiatives while resolving problems and processing related documents.
  • Promoted employee buy-in of organizational objectives by conducting orientations of new team members and regular town hall meetings for established employees.

Education

Received Pennsylvania Real Estate License - Real Estate Business And Development

Northampton Community College
Bethlehem, PA
09.1992

Skills

  • Daily Operations Management
  • Cash Register Operations
  • Monetary Transactions
  • Corrective Actions
  • Deposit Verification
  • Bank Deposit Preparation
  • Money Transfers
  • Team Member Motivation
  • Emergency Situations
  • Operational Excellence
  • Encouraging Others
  • Customer Satisfaction
  • Retail Inventory Managements
  • Effective Listening and Communication Skills
  • Store Opening and Closing Procedures
  • Register Preparation
  • Stocking and Replenishing

Timeline

Shift Supervisor

Rite Aid
02.2017 - 10.2018

Jewelry Sales Associate

T. J.Maxx Companies
09.2015 - 01.2017

Customer Service Coordinator

Marshalls Department Store
10.2006 - 11.2015

Human Resources Mgr 1990-2002, EA 1981-1990

AT&T
11.1981 - 09.2002

Received Pennsylvania Real Estate License - Real Estate Business And Development

Northampton Community College

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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