Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Queen Welch
McDonough
Summary
Overview
13
years of professional experience
Work History
Ross Stores
Manager on Duty
09.2020 - 04.2021
Job overview
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
It's Fashion Metro
3rd Key Holder
08.2016 - 08.2020
Job overview
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising
- Marked-down clearance items and relocated merchandise to proper store areas
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
Board Of Education
Substitute Teacher
01.2012 - 08.2016
Job overview
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping
- Upheld classroom routines to support student environments and maintain consistent schedules
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts
- Administered and graded tests and quizzes and reported performance to primary teacher
- Implemented outlined grading and assessment techniques to document growth, development and knowledge advancements during teacher absence
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
Sykes Call Center
Call Center Representative
04.2008 - 11.2011
Job overview
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Georgia Career InstituteConyers, GA
Certification from Cosmetology
02.2023
University Overview
University of Phoenix-OnlinePhoenix, AZ
AA from Business
01.2021
University Overview
Montgomery Job CorpMontgomery AL
Certification from Certified Nursing Assistant
06.2003
University Overview
Skills
- Cash Handling (5 years)
- Customer Service (5 years)
- Data Entry (5 years)
- Assistant Manager Experience
- Retail Sales
- Problem-solving abilities
- Customer service focus
- Staff training and development
Timeline
Manager on Duty
Ross Stores
09.2020 - 04.2021
3rd Key Holder
It's Fashion Metro
08.2016 - 08.2020
Substitute Teacher
Board Of Education
01.2012 - 08.2016
Call Center Representative
Sykes Call Center
04.2008 - 11.2011
Georgia Career Institute
Certification from Cosmetology
University of Phoenix-Online
AA from Business
Montgomery Job Corp
Certification from Certified Nursing Assistant
Similar Profiles
Kolade IsolaKolade Isola
Area Supervisor at Ross StoresArea Supervisor at Ross Stores
Ana Reveles EspinoAna Reveles Espino
Stock Lead at Ross StoresStock Lead at Ross Stores
Valeria TerriquezValeria Terriquez
Floor Associate at Ross StoresFloor Associate at Ross Stores
Joepatric BuensucesoJoepatric Buensuceso
Dock Forklift Driver at Ross StoresDock Forklift Driver at Ross Stores
Malaya JohnsonMalaya Johnson
CNA at Canopy Nursing HomeCNA at Canopy Nursing Home