Shawna Sun
Sioux City,IA
Summary
Dynamic Customer Service Manager with a proven track record at Burlington Coat Factory, enhancing customer satisfaction through effective complaint resolution and staff training. Skilled in process improvement and team leadership, I excel in fostering relationships and driving continuous improvement initiatives, ensuring exceptional service delivery and operational efficiency.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
Burlington Coat Factory Department Store
Joliet, IL
11.2024 - 05.2025
- Led customer service team to enhance overall satisfaction and resolve escalated issues.
- Developed training programs to improve staff knowledge on product offerings and policies.
- Implemented process improvements that streamlined customer interactions and reduced wait times.
- Analyzed customer feedback to identify trends and inform service enhancement initiatives.
- Managed scheduling and staffing to ensure optimal coverage during peak hours.
- Collaborated with department heads to align customer service strategies with store objectives.
- Conducted performance evaluations, providing constructive feedback to foster employee development.
- Monitored key performance indicators to assess team effectiveness and drive continuous improvement efforts.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Apparel Associate
Walmart
Joliet, IL
11.2021 - 11.2024
- Assisted customers with product selection and provided exceptional service.
- Maintained organized merchandise displays to enhance visual appeal.
- Processed transactions accurately using point-of-sale systems.
- Collaborated with team members to ensure efficient store operations.
- Engaged in inventory management by restocking shelves and tracking stock levels.
- Learned company policies and procedures to uphold brand standards.
- Adapted quickly to changing sales environments and customer needs.
- Supported promotional activities by setting up displays and signage effectively.
- Kept neat and organized apparel section by folding clothing on proper shelves and hanging up clothing on proper racks.
- Assisted in loss prevention efforts by monitoring fitting rooms, identifying suspicious behavior, and promptly reporting incidents to management.
- Preserved outlook of store by dusting, styling mannequin designs, cleaning and restocking merchandise.
- Displayed and organized products in store to help customers locate products easily.
- Greeted and interacted with over customers to assist in selecting and locating merchandise.
- Managed stock levels on the sales floor through efficient replenishment processes that maintained consistent product availability.
- Facilitated a positive working environment by fostering strong relationships among coworkers and demonstrating a commitment to teamwork.
- Boosted sales by creating visually appealing merchandise displays and maintaining a clean, organized store environment.
- Enhanced team performance by collaborating with colleagues to achieve daily sales goals and complete tasks efficiently.
- Handled high-pressure situations calmly when dealing with difficult customers while still providing exemplary customer service.
- Improved overall presentation of merchandise by regularly rotating stock items based on seasonal demands or promotional events.
- Selected, recommended and located merchandise based on customer needs and desires.
- Ensured accurate inventory management through regular cycle counts and thorough inspections of incoming shipments.
- Maintained loss prevention standards by monitoring and observing customers on sales floor.
- Maintained an up-to-date understanding of company policies related to pricing adjustments or markdowns so as not to misinform customers during their decision-making process.
- Exceeded customer expectations through efficient problem-solving skills and prompt attention to their concerns.
- Increased customer satisfaction by assisting with clothing selections and providing personalized fashion advice.
- Delivered exceptional customer service by addressing inquiries, resolving issues, and building rapport with clientele.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Monitored customers for signs of security concerns and escalated issues to management.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
High School Diploma - General Studies
Emmetsburg High School
Emmetsburg, IA11.2007
Skills
Customer service
Problem-solving
Customer focused
Customer relations
Time management
Training and mentoring
Decision-making
Cash handling
Adherence to high customer service standards
Exceptional interpersonal communication
Complaint resolution
Team building and leadership
Customer relationship management (CRM)
Exceptional telephone etiquette
Conflict resolution techniques
Relationship building
Handling escalations
Issue resolution
Staff training
Positive and constructive feedback
Schedule management
Product knowledge
Training and coaching
Conflict management
Meticulous attention to detail
Project management
Escalation handling
Work prioritization
Employee scheduling
Policy enforcement
Performance evaluations
Continuous improvement
Research and due diligence
Talent development
Persuasive
Focused on customer satisfaction
Timeline
Customer Service Manager
Burlington Coat Factory Department Store
11.2024 - 05.2025
Apparel Associate
Walmart
11.2021 - 11.2024
High School Diploma - General Studies
Emmetsburg High School