Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serena Lawson

Wayland

Summary

Elevating customer service standards at Claire's, I adeptly managed team dynamics and enhanced store operations, leveraging my expertise in POS systems and interpersonal communication. Through strategic leadership and a focus on performance improvement, I consistently exceeded KPIs, fostering a culture of excellence and teamwork that drove significant sales growth. Reliable worker with excellent communication, time management, and computer skills. A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals. Current student looking to join the workforce to gain real-world experience. Ability to complete tasks on time in both individual and team settings. Dependable and reliable, ready to learn and grow with your company.

Overview

8
8
years of professional experience

Work History

Customer Experience Banker

Huntington Bank
09.2024 - 08.2025
  • Closed, and updated accounts for customers.
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
  • Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Educated customers on features and benefits of banking products and services.
  • Referred customers to other banking departments for specialized services.
  • Received loan and utility payments, sending funds to correct destinations.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Maintained friendly and professional customer interactions.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Educated customers on online banking and mobile banking applications.
  • Assisted customers with banking needs and inquiries.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Balanced teller drawers and ATM cash.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.

Assistant Store Manager

Claire's
10.2023 - 08.2024
  • Resolved customer complaints efficiently while maintaining excellent customer service.
  • Assisted customers with product selection, pricing, payment options and returns and exchanges.
  • Managed all customer inquiries and complaints in a professional and timely manner.
  • Built employee knowledge with training and mentoring.
  • Maintained organized store environment for customer and employee health and safety.
  • Assisted with training staff on all internal operational functions.
  • Coached employees on customer service and selling techniques.
  • Assisted in recruiting process, hiring and retaining top talent.
  • Monitored employee attendance and productivity levels on a daily basis.
  • Highlighted sale items and promotions with proper signage and displays.
  • Created work schedules to maintain top-quality customer service and lower labor costs.
  • Communicated expectations, policy changes, new initiatives, and product knowledge to employees.
  • Coordinated with manager to set specific and actionable goals based on established KPIs.
  • Prepared staff work schedules and assigned specific duties.

Part Time Manager

Claire's
06.2023 - 10.2023
  • Mentored and trained new employees on company policies and procedures.
  • Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
  • Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
  • Communicated plans and actions to meet departmental goals.
  • Resolved conflicts between team members promptly using sound judgment based on company policies.
  • Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.

Customer Service Associate

Kohl's
09.2022 - 06.2023
  • Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person.
  • Assisted customers with product selection, order entry, and payment processing.
  • Assisted with training new employees on the company's procedures for handling customer inquiries.
  • Employed active listening techniques to understand customers' needs and provide appropriate solutions.
  • Developed an extensive knowledge of company products, services, and policies to effectively answer customer questions.
  • Computed sale prices and totaled purchases with POS system or cash register.
  • Built sustainable customer relationships of trust through open and interactive communication.
  • Utilized problem-solving techniques to troubleshoot customer problems and address their concerns in a timely manner.
  • Processed payments accurately according to company guidelines while maintaining high levels of security.
  • Improved and increased store sales through positive attitude and knowledge of products.
  • Handled escalated calls professionally while providing a positive resolution for the caller.
  • Resolved product or service problems by clarifying customer's complaints and determining cause of problem.
  • Collaborated with other departments to ensure seamless customer experience from start to finish.
  • Coordinated with other departments to verify customer order fulfillment.
  • Exhibited exceptional organizational skills by managing multiple projects simultaneously within tight deadlines.
  • Processed customer orders accurately and efficiently.
  • Displayed professionalism when dealing with difficult customers by remaining calm under pressure.
  • Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.

Customer Service Associate

Kohl's
04.2021 - 08.2022
  • Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person.
  • Assisted customers with product selection, order entry, and payment processing.
  • Assisted with training new employees on the company's procedures for handling customer inquiries.
  • Employed active listening techniques to understand customers' needs and provide appropriate solutions.
  • Developed an extensive knowledge of company products, services, and policies to effectively answer customer questions.
  • Computed sale prices and totaled purchases with POS system or cash register.
  • Built sustainable customer relationships of trust through open and interactive communication.
  • Handled escalated calls professionally while providing a positive resolution for the caller.
  • Coordinated with other departments to verify customer order fulfillment.
  • Processed customer orders accurately and efficiently.
  • Displayed professionalism when dealing with difficult customers by remaining calm under pressure.
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
  • Navigated multiple computer systems and applications and utilized search tools to find information.

Shoes Associate

Kohl's
08.2020 - 04.2021
  • Processed online orders quickly by verifying item availability, selecting appropriate shipping methods and entering payment details into the system.
  • Collaborated with marketing department to develop new ideas for advertising campaigns that would boost sales numbers.
  • Developed strong product knowledge through studying company catalogs, attending training sessions and researching online resources.
  • Operated cash registers accurately while handling payments from customers efficiently.
  • Inspected incoming shipments for damages or defects before placing items on the sales floor.
  • Assisted with special projects including setting up promotional displays for new product launches.
  • Built relationships with customers by providing accurate information on shoe styles, sizes and colors.
  • Provided support to other associates during busy shopping periods like holidays or weekends.
  • Maintained the visual presentation of merchandise on the floor by stocking shelves, organizing displays and replenishing stock.
  • Utilized problem-solving skills to resolve customer issues regarding product availability or pricing discrepancies.
  • Kept floor and stock areas consistent with store standards.
  • Walked through store, picking up boxes and debris and placing unwanted shoes into boxes for stockroom return.
  • Researched inventory available at other stores or online to maximize customer satisfaction.
  • Assisted with receiving merchandise and pricing items for sales floor.
  • Performed sales floor work, such as greeting and assisting customers, stocking shelves and taking inventory.
  • Answered questions regarding store and merchandise.
  • Greeted customers and ascertained what each customer wanted and needed.
  • Arranged and display merchandise to promote sales.
  • Cleaned shelves, counters, and tables.
  • Computed sales prices, total purchases, and received and processed cash and credit payment.
  • Placed special orders, submitted online orders, or contacted other stores to find desired items.

Sales Associate

Shoe Carnival
04.2019 - 07.2020
  • Greeted customers warmly and offered assistance.
  • Helped customers find and select products.
  • Kept work area clean, organized and free of clutter at all times.
  • Performed cleaning tasks, keeping store neat and organized.
  • Assisted customers with product selection to ensure customer satisfaction.
  • Operated cash register and POS to handle purchases, refunds, and exchanges for customers.
  • Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously.
  • Greeted and escorted customers to product racks and shelves to assist with finding merchandise.
  • Organized merchandise displays to promote higher levels of customer engagement.
  • Operated cash register and POS to process sales transactions and handle payments.
  • Performed cash register operations accurately according to company guidelines.
  • Encouraged customers to make additional purchases and suggested relevant items.
  • Followed checklist to complete retail store opening and closing activities.
  • Utilized active listening techniques to identify customer needs and provided appropriate solutions.
  • Opened and closed cash registers, balanced cash drawers, and made deposits.
  • Drove sales through customer relationship building and suggestive selling techniques.
  • Enticed customers with sales and promotions to boost sales.
  • Placed special orders, submitted online orders, or contacted other stores to find desired items.
  • Promoted benefits of store credit cards and customer loyalty programs.
  • Promoted benefits of store credit cards or customer loyalty programs to encourage repeat business.
  • Supported loss prevention by helping identify theft.
  • Conducted regular price comparisons between competitors in order to maintain competitive pricing structures.
  • Performed sales floor work, such as greeting and assisting customers, stocking shelves and taking inventory.
  • Greeted customers and ascertained what each customer wanted and needed.
  • Answered questions regarding store and merchandise.
  • Recommended, select, and help locate and obtained merchandise based on customer needs and desires.
  • Watched for and recognized security risks and thefts.

Restaurant Hostess

Red Lobster
04.2019 - 04.2019
  • Supported servers and bussers through high-volume shifts with food running and table clearing.
  • Greeted customers promptly and courteously upon their arrival to the restaurant.
  • Monitored restaurant activity to determine seating and dining flow.
  • Helped bus tables and ran food to patrons during high-volume periods.
  • Maintained a professional appearance at all times while adhering to the dress code policy.
  • Managed the seating chart efficiently by rotating tables as needed during busy periods.
  • Greeted patrons and coordinated table assignments to meet party preferences and requests.
  • Performed opening and closing duties such as setting up dining areas, restocking supplies, checking restrooms for cleanliness.
  • Organized reservations for large parties and special events in accordance with company policies.
  • Engaged with guests to maximize satisfaction with food and service.
  • Provided accurate wait time estimates to customers based on current occupancy levels.
  • Assigned seating arrangements according to guest requests whenever possible.
  • Responded quickly and effectively to customer complaints or concerns in order to maintain customer satisfaction levels.
  • Answered phone calls to take reservations and address guest questions and concerns.
  • Developed an understanding of customer needs, preferences, and behaviors to ensure a personalized dining experience.
  • Monitored cleanliness of common areas and dining rooms to maintain neat and welcoming establishment.
  • Conversed with members and guests in outgoing and friendly manner.
  • Informed guests of food and drink specials, fostering smooth handoff to service staff.
  • Closed out podium at end of shift and maintained order and organization.
  • Helped FOH team members, maintaining positive working relationships.
  • Stocked service areas with supplies to deliver faster service to guests.

Team Member

McDonald's
11.2018 - 02.2019
  • Gained valuable experience in a fast-paced environment by quickly learning new processes, procedures, and systems.
  • Communicated effectively with customers, supervisors, and team members.
  • Performed opening and closing duties, including store cleaning and restocking.
  • Arrived on time for shifts and adhered to company dress code guidelines.
  • Developed strong customer service skills and interpersonal communication abilities by working with a diverse group of customers.
  • Adapted quickly to changing priorities and demonstrated flexibility in responding to customer needs.
  • Counted money in cash drawers and communicated correct amounts to supervisors for reports.
  • Operated POS systems and input information into company computer programs.
  • Maintained high standards of customer service during high-volume, fast-paced operations.

FOH Team Member

Pizza Ranch
11.2017 - 06.2018
  • Maintained cleanliness of restaurant through bussing tables, restocking items, and sanitizing surfaces.
  • Demonstrated exceptional communication skills while interacting with guests, staff, and management.
  • Operated POS system efficiently to process payments accurately.
  • Managed cash drawer responsibly ensuring accurate transactions at all times.
  • Utilized problem-solving skills to handle difficult situations effectively.
  • Provided excellent customer service by anticipating needs and exceeding expectations.
  • Inspected dining area for cleanliness and tidiness prior to opening shift.
  • Performed opening and closing duties such as setting up the bar, checking supplies.
  • Developed strong working relationships with kitchen staff to ensure timely delivery of orders.
  • Cleaned and organized front of house to maintain optimal health and safety practices.
  • Completed opening and closing procedures, following cleaning checklists.
  • Rang up customers and processed cash, credit card and digital payments through register system.
  • Collaborated with staff and management to provide exemplary customer service.
  • Transported food items from kitchen and presented to guest tables.

Education

Associate of Arts - Elementary Education

Gaston College
Dallas, NC
05-2025

Skills

  • Team Management
  • POS Systems
  • Incident Reports
  • Multitasking Abilities
  • Customer experience
  • Professional Demeanor
  • Interpersonal Communication
  • Delegation
  • Scheduling
  • Scheduling Coordination
  • Recruitment
  • Teamwork and Collaboration
  • Team Building and Leadership
  • Performance Improvements
  • Store Organization
  • POS systems operations
  • Stock management
  • Special Promotions Planning
  • Customer Service
  • Store Opening and Closing
  • Sales Tracking
  • Loss Prevention
  • Employee Development
  • Hiring and Training
  • Team collaboration
  • Banking relationship management
  • Professional demeanor
  • Developing work schedules
  • Currency management
  • Relationship building
  • Inbound customer calls
  • Teller experience
  • Customer relationship management
  • Employee training assistance
  • Customer service
  • Cash distribution
  • Staff training
  • Check cashing and withdrawals
  • Know your customer
  • Currency exchanges

Timeline

Customer Experience Banker

Huntington Bank
09.2024 - 08.2025

Assistant Store Manager

Claire's
10.2023 - 08.2024

Part Time Manager

Claire's
06.2023 - 10.2023

Customer Service Associate

Kohl's
09.2022 - 06.2023

Customer Service Associate

Kohl's
04.2021 - 08.2022

Shoes Associate

Kohl's
08.2020 - 04.2021

Sales Associate

Shoe Carnival
04.2019 - 07.2020

Restaurant Hostess

Red Lobster
04.2019 - 04.2019

Team Member

McDonald's
11.2018 - 02.2019

FOH Team Member

Pizza Ranch
11.2017 - 06.2018

Associate of Arts - Elementary Education

Gaston College

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