Roberta Davis

Consistently exceeded individual and team goals at 110%

• Restructure quotes for flooring and backsplashes with customer and store associates
• Assessed and acknowledged customer's needs, in order to solve their problems quickly, and to retain them as customers

• Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
• Managed approximately 5 reports weekly
• Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
• Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
• Helped customers complete purchases, locate items, and join reward programs.
• Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
• Educated employees on register use, merchandising, and customer service.
• Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
• Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
• Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
• Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
• Led cashiers and associates in providing thoughtful customer service.
• Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
• Supported store initiatives related to loyalty programs or credit card applications, driving overall sales growth.
• Processed both cash and card purchases and returns.
• Resolved escalated customer disputes with special actions such as discounts.
• Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.

• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Streamlined service desk processes for improved efficiency and faster resolution times.
• Trained new Service Desk Associates on company policies, procedures, and best practices for delivering top-notch support.
• Facilitated positive collaboration among team members promoting an inclusive work environment that drove improved results.
• Coordinated with other departments to resolve escalated issues promptly and effectively.
• Improved first-call resolution rates by utilizing advanced troubleshooting techniques and extensive product knowledge.
• Contributed to the development of a centralized knowledge base, simplifying access to information for all team members.
• Reduced call wait times by implementing effective call routing strategies and prioritizing urgent requests.
• Assisted in the implementation of new service desk software, improving overall team efficiency and productivity.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Identified recurring issues and patterns through thorough analysis of service desk tickets leading to proactive solutions implemented across the wider organization.
• Developed comprehensive knowledge of company products and services to better assist customers with their inquiries.

• Received and assessed materials shipments, evaluating deliveries for quality and checking against invoice.
• Maintained responsibility for customer issues and provided end-to-end resolution using available resources.
• Researched vendor options and negotiated reasonable rates and delivery schedules with vendors.
• Worked with customers and department heads to facilitate flow of materials to and from job sites and departments.
• Played an active role in resolving escalated customer complaints by collaborating with relevant parties to find mutually agreeable solutions quickly.
• Acted as a liaison between customers and internal teams, ensuring seamless communication throughout the resolution process.
• Managed a high volume of incoming inquiries, prioritizing and addressing urgent matters effectively.
• Developed strong relationships with clients through proactive communication and follow-ups on previously resolved issues, ensuring ongoing satisfaction.
• Trained new hires on company-specific resolution procedures, ensuring consistent and high-quality service delivery.
• Maintained comprehensive documentation of all resolved issues, providing valuable insights for future troubleshooting and process refinement.