Summary
Overview
Work History
Education
Skills
Timeline
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PORSHA JONES

Bakersfield,CA

Summary

Dynamic professional with extensive customer service expertise and team management experience at Sam's Club. Proven track record in enhancing sales through effective task delegation and training initiatives. Recognized for fostering a collaborative environment that improved employee retention and satisfaction, while implementing strategies that elevated customer engagement and satisfaction scores.

Overview

18
18
years of professional experience

Work History

Member Service Assistant Manager

Sam's Club
10.2021 - Current
  • Deliver training sessions for new staff on member service protocols and tools.
  • Collaborate with team members to identify opportunities for process improvement.
  • Resolve member inquiries promptly, contributing to high-quality service delivery.
  • Manage daily operations during peak times, ensuring efficient member services.
  • Participate in operational meetings to align on goals and strategies.
  • Contribute to training material development focused on member engagement best practices.
  • Foster employee development opportunities that enhanced job satisfaction and reduced turnover.
  • Promote excellent attendance rates by implementing equitable scheduling practices.

Manager in Training

Sam's Club
09.2021 - 10.2021
  • Assisted in daily operations, ensuring adherence to safety and efficiency protocols.
  • Supported team members in inventory management and product placement strategies.
  • Executed merchandising plans, contributing to enhanced customer engagement and sales.
  • Observed training programs to develop understanding of operational processes and best practices.

Fulfillment Lead

Sam's Club
06.2020 - 09.2021
  • Coordinated inventory management processes to ensure timely product availability.
  • Trained team members on safety protocols and operational procedures.
  • Monitored performance metrics to identify areas for process improvement.
  • Oversaw workflow efficiencies, enhancing productivity across fulfillment operations.
  • Facilitated regular team meetings to communicate updates and drive engagement efforts.
  • Developed training materials to support new employee onboarding initiatives.
  • Implemented best practices for order picking and shipping accuracy.
  • Lead a high-performing team of fulfillment associates, fostering a positive work environment that promoted collaboration and teamwork.
  • Trained new hires on company policies and procedures, resulting in faster integration into the team and improved productivity.
  • Conducted regular safety audits within the warehouse environment, addressing any potential hazards promptly.

Member Service Lead

Sam's Club
11.2019 - 06.2020
  • Directed team in exceeding member service expectations while resolving complex inquiries.
  • Mentored new associates on procedures, enhancing overall performance.
  • Streamlined inventory management processes to guarantee product availability for members.
  • Executed operational enhancements that significantly improved customer satisfaction scores.
  • Optimized staff deployment during peak hours through effective scheduling and workflow oversight.
  • Collaborated with management to implement strategic initiatives for membership retention.
  • Cultivated positive work atmosphere via team-building and open communication among staff.
  • Managed daily operations encompassing scheduling, training, and evaluations of staff performance.

Merchandising Team Lead

Sam's Club
06.2018 - 11.2019
  • Led team in executing merchandising strategies to maximize product visibility and sales potential.
  • Trained and mentored new team members on effective merchandising practices and inventory management.
  • Analyzed sales trends to optimize product placement and stock levels for high-demand items.
  • Collaborated with cross-functional teams to develop promotional displays that enhanced customer engagement.
  • Implemented efficient inventory control processes, reducing stock discrepancies and improving accuracy.
  • Monitored market trends to inform merchandise selection and adjust strategies accordingly.
  • Increased sales by developing visually appealing merchandise displays and layouts.
  • Managed inventory for optimal product availability and turnover rates.
  • Facilitated open communication between merchandising team members at various levels of authority to address operational challenges promptly.
  • Ensured compliance with company guidelines for pricing, signage, and safety standards in all merchandising activities.
  • Spearheaded seasonal changes in product offerings, keeping the sales floor fresh and relevant throughout the year.
  • Evaluated team performance and provided constructive feedback, promoting a culture of continuous improvement in retail merchandising.

Technology Lead

Sam's Club
08.2015 - 06.2018
  • Led cross-functional teams to implement innovative technology solutions, enhancing operational efficiency.
  • Developed and executed strategic technology plans to improve customer experience and streamline operations.
  • Conducted training sessions on new technologies, increasing team proficiency and adoption rates.
  • Increased team productivity through effective collaboration, clear communication, and regular progress updates.
  • Fostered strong relationship between technology team and managers to align efforts.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Overnight Merchandiser

Sam's Club
05.2014 - 08.2015
  • Stocked shelves efficiently, ensuring optimal product placement and visibility.
  • Assisted in inventory management, tracking stock levels and organizing merchandise accordingly.
  • Collaborated with team members to execute planograms and maintain store standards.
  • Maintained cleanliness and organization of sales floor, enhancing overall shopping experience.
  • Supported promotional displays setup, driving customer engagement and sales opportunities.
  • Monitored product expiration dates, ensuring compliance with safety standards and quality control.
  • Utilized effective time management skills to balance multiple tasks simultaneously, prioritizing responsibilities according to urgency and store needs.

General Merchandising Lead

Sam's Club
03.2013 - 05.2014
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.

Connection Center Sales Associate

Sam's Club
11.2007 - 03.2013
  • Assisted customers in locating products and resolving issues to enhance shopping experience.
  • Processed member transactions efficiently, ensuring accuracy and compliance with company policies.
  • Collaborated with team members to maintain merchandise displays and optimize store layout.
  • Educated customers on membership benefits, promoting value-added services and products.
  • Handled inventory management tasks, including stocking shelves and conducting product counts.
  • Implemented promotional displays to drive sales and engage customers effectively.
  • Provided training support to new associates, fostering a collaborative team environment.
  • Delivered consistent high-quality service that resulted in numerous return customers and positive reviews for the store.
  • Supported inventory management efforts by conducting accurate stock counts and updating records as needed.
  • Resolved customer complaints professionally and efficiently, turning negative experiences into positive outcomes.
  • Crosssold related products such as accessories or warranties, increasing overall transaction value for individual sales.
  • Assisted customers with product selection, offering expert knowledge on features, benefits, and comparisons between different models.
  • Learned all important features of devices, services and special offers to positively influence customer decisions.
  • Collaborated with team members to create a welcoming atmosphere for all customers in the Connection Center.
  • Maintained an organized and visually appealing product display, resulting in increased customer interest and sales opportunities.
  • Participated in regular training sessions to stay up-to-date with industry trends and new product releases.

Education

Associate of Science -

San Joaquin Valley College
Bakersfield, CA

Skills

  • Customer service expertise
  • Team management
  • Task delegation
  • Sales proficiency

Timeline

Member Service Assistant Manager

Sam's Club
10.2021 - Current

Manager in Training

Sam's Club
09.2021 - 10.2021

Fulfillment Lead

Sam's Club
06.2020 - 09.2021

Member Service Lead

Sam's Club
11.2019 - 06.2020

Merchandising Team Lead

Sam's Club
06.2018 - 11.2019

Technology Lead

Sam's Club
08.2015 - 06.2018

Overnight Merchandiser

Sam's Club
05.2014 - 08.2015

General Merchandising Lead

Sam's Club
03.2013 - 05.2014

Connection Center Sales Associate

Sam's Club
11.2007 - 03.2013

Associate of Science -

San Joaquin Valley College

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PORSHA JONES