Summary
Overview
Work History
Skills
Timeline
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Rebecca Ballard

Mohnton,PA

Summary

Results-driven retail leader with a passion for cultivating the potential of individuals and teams. Committed to creating a culture of continuous learning and professional growth, resulting in increased employee engagement and retention. Proven track record of driving exceptional customer experiences, maximizing customer retention, and exceeding membership sign-up targets

Overview

7
7
years of professional experience

Work History

Retail Sales Operations Manager

Recreational Equipment, Inc, REI
09.2021 - Current
  • Regularly reviewed and monitored staff performance metrics, providing constructive feedback and performance evaluations to drive continuous improvement and maintain a high level of accountability in meeting/exceeding KPIs, including membership program conversion, sales and operational expectations.
  • Proactively initiated and nurtured professional connections, establishing rapport and trust to facilitate effective communication and cooperation across departments.
  • Created and developed agile, customer-centric teams to successfully meet and exceed evolving customer expectations.
  • Identified high-potential employees and worked closely with them to create personalized development plans, aligning their career goals with organizational objectives.
  • Utilized strong selling skills and retention strategies to handle successful customer retention, ensuring long-term customer satisfaction.
  • Ensured strict compliance with company policies, fostering an equitable work environment that promoted diversity and inclusion
  • Orchestrated the entire recruitment process lifecycle, from sourcing candidates, to conducting interviews, scheduling and facilitating new hire onboarding and training, ensuring a smooth and efficient process.

Sales Lead

Recreational Equipment, Inc, REI
01.2018 - 09.2021
  • Handled the most complex customer service issues, ensuring they are resolved properly, in a timely manner.
  • Responsible for bridging the gap between sales specialists and management team, ensuring the needs of the team are met, and proper processes and protocols are followed
  • Responsible for phone screening job candidates and leading interviews, training new hires in their roles, as well as the continuous improvement for existing employees
  • Implemented new organizational methods to streamline store processes, such as store inventory, seasonal visual changes and merchandizing

Customer Service Specialist

Recreational Equipment, Inc, REI
09.2016 - 01.2018
  • Provided high end customer service, including the ability to figure out a customer's needs and leading them in the right direction, general knowledge of the range of products in the store
  • Ability to flex over in other departments as needed, with a willingness to adapt to the store’s environment, all while constantly seeking to complete tasks to help benefit the team
  • Top salesperson in membership conversion in the facility.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Skills

  • Sales Strategy Development
  • Customer Satisfaction
  • Training and Development
  • Collaboration
  • Time management
  • Flexibility
  • Detail Oriented
  • Written and Verbal Communication
  • Confidentiality
  • Microsoft Office
  • Project Management

Timeline

Retail Sales Operations Manager

Recreational Equipment, Inc, REI
09.2021 - Current

Sales Lead

Recreational Equipment, Inc, REI
01.2018 - 09.2021

Customer Service Specialist

Recreational Equipment, Inc, REI
09.2016 - 01.2018

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Rebecca Ballard