Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shamika Harper

Chatham,VA

Summary

Seasoned Store Manager with a proven track record at American Freight Furniture and Mattress, excelling in customer service management and problem-solving. Spearheaded staff performance improvements and operational efficiencies, enhancing customer satisfaction and sales. Skilled in POS systems and leadership development, adept at driving team success and achieving significant business outcomes.

Overview

12
12
years of professional experience

Work History

Store Manager

American Freight Furniture and Mattress
Danville, Virginia
04.2021 - Current
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Created weekly work schedules for store personnel.
  • Recruited, trained and supervised new employees.
  • Delegated work to staff, setting priorities and goals.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Resolved customer complaints in a timely manner.
  • Updated and maintained store signage and displays.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Maintained accurate records of employee performance reviews.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Store Manager

Touchtel Wireless
Danville, Virginia
10.2019 - 04.2021
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Created weekly work schedules for store personnel.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Recruited, trained and supervised new employees.
  • Managed daily banking activities such as deposits and withdrawals.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer complaints in a timely manner.
  • Maintained accurate records of employee performance reviews.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Formed and sustained strategic relationships with clients.
  • Updated and maintained databases with current information.

Customer Service Representative

Telvista Call Center
Danville, VA
10.2012 - 03.2019
  • Answered customer inquiries via phone, email, and chat.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Developed strong customer relationships to encourage repeat business.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided accurate information about products and services to customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collected deposits or payments and arranged for billing.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved customer complaints promptly and efficiently.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Education

GED -

Chatham High School
Chatham, VA
01-2000

Skills

  • Staff performance improvement
  • Problem-solving
  • Store opening and closing
  • POS systems
  • Sales expertise
  • Customer service management
  • Multitasking and organization
  • Loss prevention procedures
  • Accurate cash handling
  • Employee training
  • Bank and safe deposits
  • Flexible schedule
  • Customer relations
  • Supply ordering
  • Retail sales techniques
  • Operational budgeting
  • Hourly shift management
  • Personnel development
  • Store operations oversight
  • Leadership development

Accomplishments

Received an all paid exclusive trip to Costa Rica, for being the top Store Manager in selling furniture protection plans.

Received a trophy for being Top Sales Manger for Touchtel Communications.

Timeline

Store Manager

American Freight Furniture and Mattress
04.2021 - Current

Store Manager

Touchtel Wireless
10.2019 - 04.2021

Customer Service Representative

Telvista Call Center
10.2012 - 03.2019

GED -

Chatham High School

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Shamika Harper