Pamela Leach
Cleveland,OH
Summary
Dynamic leader with a proven track record at DTLR, enhancing customer satisfaction and streamlining operations. Expert in customer service and operations management, excel in team leadership and problem-solving, significantly improving performance metrics. Skilled in coaching and mentoring, foster team growth and operational excellence, achieving notable success in fast-paced retail environments. Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.
Overview
9
9
years of professional experience
Work History
Assistant Manager
DTLR
Cleveland, OH
10.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Followed established procedures to enter and process data correctly.
- Sorted documents and maintained organized filing process.
- Completed data entry tasks with accuracy and efficiency.
Shift Leader/Assistant Manager
Walgreens
Cleveland, OH
08.2021 - 10.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
Customer Service Representative
Walgreens
Cleveland, OH
04.2021 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Production Worker
Aramark
Cleveland, OH
09.2015 - 05.2023
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
- Organized work to meet demanding production goals.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
- Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
- Assisted in training new employees on production processes, ensuring a seamless integration into the team.
- Ensured accurate product labeling, reducing instances of customer dissatisfaction due to mismarked items.
Team Leader
Dollar General
Cleveland, OH
04.2020 - 09.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Packer
Amazon
Cleveland, OH
11.2019 - 05.2020
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Ensured timely completion of orders through effective time management and multitasking skills.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Completed all assigned tasks promptly, adhering to strict deadlines while maintaining high-quality workmanship.
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
- Increased accuracy of packed items by diligently following packing lists and verifying product information.
- Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
Education
High School Diploma -
Cleveland South High School
Cleveland, OHSkills
- Customer service
- Problem-solving
- Retail operations management
- Multitasking and organization
- Adaptability and flexibility
Timeline
Assistant Manager
DTLR
10.2023 - Current
Shift Leader/Assistant Manager
Walgreens
08.2021 - 10.2023
Customer Service Representative
Walgreens
04.2021 - 08.2023
Team Leader
Dollar General
04.2020 - 09.2020
Packer
Amazon
11.2019 - 05.2020
Production Worker
Aramark
09.2015 - 05.2023
High School Diploma -
Cleveland South High School