Rena Hendricks
Portales,NM
Summary
Dynamic leader with extensive experience at Hobby Lobby, adept in operational planning and customer service. Excelled in enhancing customer satisfaction and streamlining processes, achieving significant improvements in team performance and inventory management. Known for exceptional organizational skills and a positive attitude, consistently fostering professional growth and collaboration. Proactive Department Manager with excellent time management skills to multi-task while working within deadlines and time constraints. Offering 13 years of hands-on experience in retail operations. Proficient in budgeting, inventory management and merchandising.
Overview
13
13
years of professional experience
Work History
Department Head
Hobby Lobby
03.2006 - 03.2019
- Enforced organizational rules and incorporated policy changes into departments' day-to-day activities.
- Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures.
- Collaborated with department personnel to coordinate multifaceted solutions to emerging problems.
- Enhanced customer satisfaction through proactive problem-solving measures and excellent communication strategies with clients.
- Improved department operations by capturing numerous opportunities to streamline processes and reduce waste.
- Developed strong interdepartmental relationships to improve communication and collaboration across the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Cashier
Hobby Lobby
03.2006 - 03.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
Customer Service Representative
Hobby Lobby
03.2006 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Cash Office Associate
Hobby Lobby
03.2006 - 03.2019
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Implemented useful procedures to establish accuracy in cash handling, counting and reporting.
- Prepared bank deposits and corporate cash shipments.
- Contributed to a positive work atmosphere by demonstrating excellent teamwork skills and maintaining open communication with colleagues.
Assistant Manager
Hobby Lobby
03.2006 - 03.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
Education
Bachelor of Science - Education
Texas Tech University
Lubbock, TX05.1977
Bachelor of Arts - Education
South Plains College
Levelland, TX05.1975
Skills
Operational planning
Assignment Delegation
Human Resources
Retail Management
Order Management
Customer Service
Customer Engagement
Product restocking
Order Processing
Professional and Courteous
Computer Skills
Positive Attitude
Attention to Detail
Reliability
Organizational Skills
Customer Relations
Timeline
Department Head
Hobby Lobby
03.2006 - 03.2019
Cashier
Hobby Lobby
03.2006 - 03.2019
Customer Service Representative
Hobby Lobby
03.2006 - 03.2019
Cash Office Associate
Hobby Lobby
03.2006 - 03.2019
Assistant Manager
Hobby Lobby
03.2006 - 03.2019
Bachelor of Science - Education
Texas Tech University
Bachelor of Arts - Education
South Plains College
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