Serena Holt
Raleigh,North Carolina
Summary
Customer Returns Processor with experience working in warehouse distribution centers for home improvement retailers. Prioritizes organization, detailed documentation and process efficiency. To seek and maintain full-time or part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
RTM Clerk
Lowes Home Improvement
09.2009 - 05.2020
- Communicated the returns process with vendors, customers, and employees and managed employees involved in the returns process
- Supported continuous improvement initiatives within the organization by participating in training programs and sharing best practices with colleagues.
- Assisted in the development of department goals and objectives by providing input on areas for potential improvement or growth opportunities.
- Refunded products for issues and returns items to sales floors.
- Position eliminated.
Sales Associate
Lowes Home Improvement
12.2004 - 09.2009
- Greeted customers, responding to questions, improving engagement with merchandise and providing outstanding customer service
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Achieving established goals.
District Sales Manager
AMF Bowling Centers Inc
01.2003 - 01.2004
- Led sales teams and ensure that company sales objectives are met
- Responsible for recruiting and training sales personnel, managing district sales operations, and evaluating employee performance.
- Improved team performance by providing regular coaching, training, and mentoring to sales representatives.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
General Manager
AMF Bowling Centers Inc
01.1998 - 01.2003
- Coordinated multiple team members, and problem-solving in real time
- Oversaw all aspects of how the center operated, from entertainment to food & beverage to the property and its equipment as a whole.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Assistant Manager
AMF Bowling Centers Inc
01.1996 - 01.1998
- Hired, trained, scheduled and managed employees in daily tasks
- Developed good customer relationships and addressed customer service needs
- Managed purchasing, inventory, maintenance and other operational functions.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Associate
AMF Bowling Centers Inc
01.1994 - 01.1996
- Greeted customers, responding to questions, improving engagement with merchandise and provided outstanding customer service
- Operated cash registers, managing financial transactions, and balancing drawers
- Achieved established goals.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Developed strong rapport with customers and created positive impression of business.
Education
Associate of General Studies -
Jesse O. Sanderson Senior High School
Raleigh, NC06.1987
Skills
- OVERSEE DEPARTMENT
- ACTIVE LISTENING
- CLERICAL
- SERVICE ORIENTATION
- TIME MANAGEMENT
- DECISION MAKING
- COMPUTERS AND ELECTRONICS
- CUSTOMER SERVICE
- SHIPPING AND RECEIVING
- WORKPLACE SAFETY
- MULTITASKING
Experiencecontinued
- Assistant Manager, AMF, 1996, 1998, Hired, trained, scheduled and managed employees in daily tasks., Developed good customer relationships and addressed customer service needs., Managed purchasing, inventory, maintenance and other operational functions.
- Associate, AMF, 1994, 1996, Greeted customers, responding to questions, improving engagement with merchandise and provided outstanding customer service., Operated cash registers, managing financial transactions, and balancing drawers., Achieved established goals.
- General Manager, AMF, 1998, 2003, Coordinated multiple team members, and problem-solving in real time., Oversaw all aspects of how the center operated, from entertainment to food & beverage to the property and its equipment as a whole.
- District Sales Manager, AMF, 2003, 2004, Led sales teams and ensure that company sales objectives are met., Responsible for recruiting and training sales personnel, managing district sales operations, and evaluating employee performance.
Social - Linkedin
www.linkedin.com/in/serenaholt
Professional Statement
An expert in retail management with +20 years of related experience and advanced return management skills. Always looking for ways to improve productivity and customer satisfaction with exceptional service. Maintain well-organized and presentable work areas at all times.
Awards
District 2 Manager of the Year, AMF, 05/01/99
References
- Maria Pepper, Practice Manager, 919-669-5974, mpepper5974@yahoo.com
- Pauline Haislip, Station Manager, 919-763-0366, Pauline.haislip@servicequick.com
- Marla Dressler, Retired Human Resources, 919-971-1098
Hobbies and Interests
- Reading
- Music
- Movies
- Football
- Bowling
Timeline
RTM Clerk
Lowes Home Improvement
09.2009 - 05.2020
Sales Associate
Lowes Home Improvement
12.2004 - 09.2009
District Sales Manager
AMF Bowling Centers Inc
01.2003 - 01.2004
General Manager
AMF Bowling Centers Inc
01.1998 - 01.2003
Assistant Manager
AMF Bowling Centers Inc
01.1996 - 01.1998
Associate
AMF Bowling Centers Inc
01.1994 - 01.1996
Associate of General Studies -
Jesse O. Sanderson Senior High School
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