Petal Granville
Culpeper,VA
Summary
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skills in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
15
15
years of professional experience
Work History
Customer Service Associate
Xfinity Comcast
Culpeper, Virginia
03.2024 - 12.2025
- Managed customer interactions effectively, ensuring a positive experience for each client.
- Consistently produced effective and outstanding metrics month over month; outpacing division expectations of mobile sales.
- Handled order processing, accurately entering customer information and verifying details.
- Assisted customers with a clear understanding of their tenant agreements.
- Successfully made recommendations and added relevant services to customer's accounts.
- Resolved complaints swiftly, turning potential negative experiences into positive outcomes.
GENERAL MANAGER
Pottery Barn
Fredericksburg, VA
10.2017 - 02.2024
- Lead and managed a team of 45 brand ambassadors, demonstrating strong leadership and team building skills.
- Proficient in inventory management, with a proven ability to decipher weekly reports to ensure accuracy of product levels.
- Utilized programs for data analysis, translating findings into informed decision-making processes.
- Partnered with market leaders to identify shopping trends and adjust goals accordingly showcasing collaborative skills.
- Spearheaded the development of five leaders, ensuring continuous and relevant training in alignment with leadership competencies.
- Conducted competitive analysis to maintain a competitive edge on service metrics, consistently surpassing industry standards.
- Maintained a strong customer focus, ensuring exemplary customer service by possessing superior product knowledge and being consistently present.
- Managed profit goals against budget and prior year, keeping controllable costs within budget.
- Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
- Assessed team member performance through formal reviews leading to promotions or terminations as necessary.
- Executed sales and operational activities, producing results that met or exceeded business plan.
- Met safety and security standards by overseeing preventative maintenance and repairs.
- Maintained positive relationships with key stakeholders including customers, suppliers and partners.
- Maintained product and service quality standards by conducting ongoing evaluations and investigating complaints.
- Directed recruitment efforts, hiring qualified personnel while maintaining diversity objectives.
- Oversaw budgeting activities, monitored expenses and analyzed variances from plan.
- Successfully led the district to a +2% growth in the company's loyalty program from 2020-2021.
- Consistently contributed to the growth of the district by exceeding year-over-year comps since our Grand Opening (2017).
ASST. STORE MANAGER
LL Bean
Tysons, VA
10.2016 - 10.2017
- Managed a team of 120 employees with an annual revenue of 22+ million dollars.
- Oversaw service and market insights to drive growth of an 80,000 sq feet multi level space.
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Created developmental plans that supported performance needs and career growth for self and direct report.
- Created a strong partnership with HR to ensure that accountability and follow up was a consistent, fundamental component of my leadership.
- Supervised 17 managers and leads and ensured that performance plans, touch bases and recognition were part of the culture.
- Assisted in the recruiting process, hiring and retaining top talent.
- Performed regular audits of merchandise displays and stock levels.
- Maintained the top spot for superb loyalty results for the entire year.
- Held employees accountable and corrected issues to achieve high standards of performance.
- Monitored employee attendance and productivity levels on a daily basis.
- Created work schedules to maintain top-quality customer service and lower labor costs.
- Taught loss prevention practices and policies to minimize shrink.
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees.
- Analyzed financial data to forecast trends in the retail market.
- Ensured compliance with all applicable laws, regulations, and policies across the organization.
- Created an environment of open communication between departments that improved collaboration among teams.
- Analyzed data from financial reports to identify areas of improvement in business operations.
GENERAL MANAGER
Banana Republic
Fair Oaks, VA
01.2011 - 10.2016
- Managed productivity of team to achieve store financial, revenue and expense targets.
- Monitored sales forecast to ensure labor was utilized to optimize traffic and maximize sales growth.
- Ensured team executed operational excellence by engaging customers through an in-service mindset.
- Lead implementation of product placement, marketing and promotional strategies.
- Worked with team to measure the success of brand initiatives, in-store trends and market insights to drive growth.
- Promoted store involvement in volunteer programs and some community revitalization exercises.
- Uphold high quality store experience for the external and internal customers.
- Built effective relationship in cross-divisional and store center partners.
- Represented our brand within their market, understanding our competitors as well as driving community relationships.
- Held store teams and self accountable to all Gap, Inc. standards of performance.
- Lead efforts to reduce in-store shrink activity through education, awareness and compliance.
- Attracted and selected high potential talent; assessing for skill and brand cultural fit.
- Created a developmental plan that supported performance needs and career growth for self and direct reports.
Education
Associate of Science - Human Resources Development
DeVry University
05-2027
Skills
- Project Planning
- Market Growth
- Sales Expertise
- Client Account Management
- Financial Management
- Sales Team Development
- Cost Management
- Corporate Social Responsibility
- Market Analysis
- Program Development
- Risk Management
- Profit and Loss Accountability
- Staff Development
- Financial Forecasting
- Leadership
References
References available upon request
Timeline
Customer Service Associate
Xfinity Comcast
03.2024 - 12.2025
GENERAL MANAGER
Pottery Barn
10.2017 - 02.2024
ASST. STORE MANAGER
LL Bean
10.2016 - 10.2017
GENERAL MANAGER
Banana Republic
01.2011 - 10.2016
Associate of Science - Human Resources Development
DeVry University