Pamela Rafferty-Salisbury
Lowes Home Improvment
Cortland,NY
10
years of professional experience
Experienced retail operations leader with a background in specialty sales, order management, and cross-functional coordination. Skilled in using business metrics, reporting, and customer follow-up to prioritize work, resolve complex issues, and improve execution. Helped deliver 5.06% Specialty sales growth and exceed installation plan by 20.68%.
Work History
Assistant Store Manager, Specialty 2025-2026
1 Year 3 Months- Enhanced store operations by improving specialty performance, customer experience, installation activity, and operational execution.
- Managed complex customer needs by identifying requirements, researching solutions, coordinating resources, and following issues through to resolution
- Coordinated across Kitchens, Appliances, Flooring, Home Decor,Pro, installation teams, specialists, associates, and store leadership.
- Managed customer and project workflows involving quotes, leads, details, appointments, installations, product availability, and follow-up.
- Used business systems, reporting, and performance metrics to monitor activity, identify opportunities, and prioritize operational needs.
- Supported Specialty and Installation performance through customer follow-up, process execution, associate development, and cross-functional coordination.
- Resolved customer and operational issues while balancing competing priorities in a high-volume environment.
- Provided coaching, training, process guidance, and performance support to associates.
- Maintained strong customer relationships through active listening, needs assessment, clear communication, and consistent follow-through.
- Contributed to 5.06% Specialty sales growth in Q3 and helped exceed installation plan by 20.68% across Q2 and Q3.
- Recognized for Highest Specialty Sales performance and regional recognition for Highest installation sales.
Department Supervisor
4 Years 4 Months- Supervised daily operations while maintaining customer service, sales, operational, and safety standards.
- Led customer-facing activity across multiple departments and supported associates in delivering effective customer solutions.
- Assisted customers with complex home-improvement projects involving product selection, quotes, installation services, and project planning.
- Managed customer follow-up, leads, details, appointments, and project opportunities.
- Resolved customer concerns and operational issues by researching problems and coordinating appropriate solutions.
- Trained and supported associates in product knowledge, customer service, processes, and daily operations.
- Used business metrics and reporting to identify performance opportunities and prioritize department activity.
- Worked with store leadership and cross functional teams to execute business priorities and improve customer outcomes.
Paint & Cabinet Specialist
4 Years- Consulted with customers on paint, kitchen cabinetry, and home-improvement projects, assessing needs, preferences, budgets, and project requirements.
- Designed and recommended kitchen cabinet solutions based on customer requirements and project specifications.
- Guided customers through product selection, project planning, quotes, installation options, and purchasing decisions.
- Built long-term customer relationships through product expertise, needs-based recommendations, problem solving, and follow-through.
- Developed extensive knowledge of specialty products, project workflows, installation services, and customer purchasing processes.
Skills
Customer service/experience
Customer relationship management
Operations Coordination
Project coordination
Business reporting
Microsoft Office
Business &Customer Information Systems
Data Entry & Documentation
Cross -Functional Communication
Training & Knowledge Sharing
Problem-solving
Process improvement
Customer engagement
Administrative support
Timeline
Assistant Store Manager, Specialty 2025-2026
Lowes Home Improvment
06.2025 - 09.2026Read More
Department Supervisor
Lowes Home Improvment
02.2021 - 06.2025Read More
Paint & Cabinet Specialist
Lowes Home Improvment
02.2017 - 02.2021Read More