Nancy Schelp
Waterloo,IA
Summary
Seasoned customer service specialist bringing over 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
21
21
years of professional experience
Work History
Customer Service Area Supervisor
Kohls Department Stores
06.2022 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Supervised 20 cashiers & customer service associates in providing excellent customer service to callers requiring assistance for return and product info issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed and authenticated customer exchanges, voids and returns.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
Merchandise Associate
Homegoods Stores
03.2017 - 06.2022
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Greeted, serviced and thanked all customers.
- Answered customer questions regarding store merchandise, department information and pricing.
- Created attractive displays to promote items.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
Jewelry Sales Lead
Kohls Department Stores
08.2010 - 06.2022
- Greeted customers, helped locate merchandise and suggested suitable options.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Completed store opening and closing procedures as per company guidelines.
- Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Developed extensive conflict resolution skills as result of diffusing tense situations with unhappy customers.
- 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.
- had the highest sales in district consistently for 8+ years
Misses & Intimates Supervisor
Kohls Department Stores
05.2008 - 08.2010
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
- Set overall vision and provided team leadership.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Followed Planograms to set departments as required by corporate & vendors.
Store Manager
Hancock Fabrics
11.2002 - 11.2007
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
MAJOR - Fashion Merchandising
Bachelor of Arts - Family and Consumer Sciences, Fashion Merchandising and Business
University of Northern lowa
1992
Associate of Arts - undefined
Hawkeye Community College
1987
Skills
- Customer Relationship Management
- Customer Service and Assistance
- Sales Proficiency
- Store Opening and Closing
- Directing Team Members
- Customer Service
- Staff Training
- Customer Service Management
- Customer Relations
- New Hire Training
Timeline
Customer Service Area Supervisor
Kohls Department Stores
06.2022 - Current
Merchandise Associate
Homegoods Stores
03.2017 - 06.2022
Jewelry Sales Lead
Kohls Department Stores
08.2010 - 06.2022
Misses & Intimates Supervisor
Kohls Department Stores
05.2008 - 08.2010
Store Manager
Hancock Fabrics
11.2002 - 11.2007
MAJOR - Fashion Merchandising
Bachelor of Arts - Family and Consumer Sciences, Fashion Merchandising and Business
University of Northern lowa
Associate of Arts - undefined
Hawkeye Community College
Similar Profiles
Sandra GrierSandra Grier
Assistant Store Manager at Kohls Department StoresAssistant Store Manager at Kohls Department Stores
RUFINO P. MENDOZARUFINO P. MENDOZA
Assistant Store Manager at Kohls Department StoresAssistant Store Manager at Kohls Department Stores
Kevin SnyderKevin Snyder
Regional Facilities Specialist at Kohls Department StoresRegional Facilities Specialist at Kohls Department Stores