Paula Thurmond
Daytona Beach,FL
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, I leveraged my expertise in customer service and effective communication at Florida Health Care Plans to resolve complex issues, fostering strong customer relationships. My skills allow me to provide excellent service while maintaining an efficient and effective work environment daily.
Overview
26
26
years of professional experience
Work History
Medical Customer Service Specialist
Florida Health Care Plans
02.2019 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Sales Associate
Walgreen’s
03.2016 - 02.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
Store Manager
The Children's Place
09.2006 - 06.2013
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
Assistant Store Manager
Eddie Bauer
03.2001 - 09.2006
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
Assistant Store Manager
American Eagle Outfiters
09.2001 - 03.2002
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Performed daily sales operations while supervising 4-8 employees.
- Maintained merchandising while providing excellent customer service.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Assistant Store Manager
The Disney Store
11.1998 - 03.2002
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
Education
High School Diploma - General
Centralia R6 High School
Centralia, MO05.1982
Skills
- Customer Service
- Good communication skills
- Customer Relationships
Timeline
Medical Customer Service Specialist
Florida Health Care Plans
02.2019 - Current
Sales Associate
Walgreen’s
03.2016 - 02.2019
Store Manager
The Children's Place
09.2006 - 06.2013
Assistant Store Manager
American Eagle Outfiters
09.2001 - 03.2002
Assistant Store Manager
Eddie Bauer
03.2001 - 09.2006
Assistant Store Manager
The Disney Store
11.1998 - 03.2002
High School Diploma - General
Centralia R6 High School
Similar Profiles
Janet Parsell Physician AssistantJanet Parsell Physician Assistant
Physician Assistant at Florida Health Care Plans- Urgent CarePhysician Assistant at Florida Health Care Plans- Urgent Care
Kaela WarrenKaela Warren
Security Officer at Florida Health Care PlansSecurity Officer at Florida Health Care Plans
Bobbi AllmanBobbi Allman
Medical Assistant at Florida Health Care PlansMedical Assistant at Florida Health Care Plans
Jenifer GannonJenifer Gannon
Pharmacy Technician at Florida Health Care PlansPharmacy Technician at Florida Health Care Plans
Lincoln CrossLincoln Cross
Certified Phlebotomist Technician at AdventHealthCertified Phlebotomist Technician at AdventHealth