Rhonda Blackburn
Greenville,AL
Summary
Customer-oriented store manager offering several years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Experienced Store Manager with a background in retail operations and employee supervision. Strengths include inventory management, customer service, and team leadership. Demonstrated ability to enhance store's performance through strategic planning and implementation of sales campaigns. Proven record of success in fostering an environment that promotes teamwork and exceptional customer service.
Overview
17
17
years of professional experience
Work History
Team Associate
Walmart
Greenville , AL
02.2021 - 06.2024
- Monitored trends in customer satisfaction levels and identified opportunities for improvement.
- Maintained inventory records and tracked deliveries.
- Advised customers on best practices when using products developed by the team.
- Provided customer service to clients, including resolving complaints and answering inquiries.
- Developed training materials for new employees joining the team.
- Participated in brainstorming sessions to generate ideas for improving operational efficiency.
- Assessed customer feedback to improve services provided by the team.
- Developed positive customer relationships through friendly greeting and excellent service.
- Rotated through series of different stations based on team needs.
- Collaborated with team members to achieve project milestones within set deadlines.
- Addressed customer needs, responding to specific requests.
- Participated in regular training sessions to improve product knowledge and service skills.
- Trained new team members using approved training materials and information.
- Upheld high standards of productivity and quality in operations.
- Assisted newly hired team members by explaining company procedures and safety requirements.
- Assisted in inventory management, ensuring stock levels met demand without excess.
- Built and maintained working relationships with peers and upper management.
- Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
- Worked hard to learn required tasks quickly to maximize performance.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
- Looked for ways to go above and beyond job requirements.
- Worked through each required task and step in production processes.
- Collaborated with team members to complete demanding projects under tight deadlines.
Customer Service Manager
Walmart
Greenville, AL
04.2018 - 02.2021
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored phone calls to provide feedback and coaching.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated and authenticated returns, exchanges and voids.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Conducted research and reviewed findings to solve customer issues.
- Conducted training and offered staff development opportunities to decrease process lags.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Store Manager
Dollar Tree
Greenville, AL
10.2007 - 02.2018
- Prepared monthly reports on sales figures, expenses, profits.
- Planned special promotions or discounts based on market trends.
- Updated POS system with new products and promotional offers.
- Developed strategies to maximize sales and profitability.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Resolved customer complaints in a timely manner.
- Identified opportunities for cost savings through waste reduction initiatives.
- Established customer service standards and monitored staff compliance.
- Maintained accurate records of employee performance reviews.
- Ensured compliance with safety regulations and company policies.
- Monitored inventory levels and placed orders to restock shelves.
- Assessed operational efficiency of the store's departments.
- Created weekly work schedules for store personnel.
- Managed daily banking activities such as deposits and withdrawals.
- Recruited, trained and supervised new employees.
- Developed relationships with suppliers to negotiate better prices.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Monitored employee performance and identified performance gaps for corrective action.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Updated and maintained store signage and displays.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Trained and mentored associates to teach daily tasks and procedures.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Formed and sustained strategic relationships with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored progress by establishing plans, budgets and measuring results.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Structured HR consulting services to support clients during organizational developments and changes.
- Prepared staff work schedules and assigned team members to specific duties.
- Mitigated business risks by working closely with staff members and assessing performance.
Education
High School Diploma -
Greenville High School
Greenville, AL05-1993
Timeline
Team Associate
Walmart
02.2021 - 06.2024
Customer Service Manager
Walmart
04.2018 - 02.2021
Store Manager
Dollar Tree
10.2007 - 02.2018
High School Diploma -
Greenville High School