Shaylene Ogawa
Hilo,HI
Summary
Accomplished retail professional with a proven track record at TJX Companies, enhancing customer satisfaction and streamlining operations. Expert in cash management and staff training, I've successfully driven shrink reduction and improved merchandise presentation. My strategic approach has consistently fostered team development and operational excellence, achieving significant improvements in service delivery and sales floor efficiency.
Overview
14
14
years of professional experience
Work History
Merchandise Associate
TJX Companies
Hilo, HI
07.2019 - Current
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
- Utilized strong communication skills to work effectively with team members and resolve customer concerns promptly.
- Updated signage and price tags to reflect current sales.
- Assisted in the training and development of new associates, fostering a positive team environment.
- Built end caps and aisle displays to highlight products and support latest promotions.
- Collaborated with store management to develop strategic plans for merchandise placement and promotion.
- Aided loss prevention efforts by adhering to company policies and accurately completing transactions at the point of sale system.
Customer Experience Coordinator
TJX Companies
Hilo, HI
09.2022 - 05.2024
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Developed strong relationships with key clients, fostering loyalty and enhancing brand reputation.
- Utilized advanced analytical tools to assess service metrics and generate actionable insights that drove continuous improvements in the overall user experience.
- Implemented incentive programs that motivated staff to exceed targets in key performance indicators related to customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
Assistant Manager
Bath & Body Works
Hilo, HI
06.2018 - 07.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily operations to maintain store cleanliness and organization.
- Maintained accurate payroll records, ensuring prompt and correct payment for all staff members.
Business Operations Manager
Old Navy, Gap
Hilo, HI
01.2017 - 06.2018
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decisionmaking.
- Trained new hires, providing information, and insight into corporate policies and procedures.
- Analyzed performance data to identify trends and areas for improvement, informing strategic planning processes.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Spearheaded community outreach initiatives, improving company's local reputation and engagement.
- Responded to employee inquiries to provide assistance with payroll-related questions.
Sales Associate
Old Navy, Gap
Hilo, HI
01.2016 - 01.2017
- 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.
- Managed returns, exchanges and refunds in accordance with store policy.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Sales Associate
Mr. Ed’s Bakery
Honomu, HI
01.2011 - 01.2016
- Maintained safe food handling standards at all times.
- Maintained retail counter, restocked items and kept establishment tidy by sweeping, taking out trash and observing and adhering to company sanitation and food safety standards.
- Retrieved and organized bakery product loads, processed merchandise properly and rotated products according to prescribed standards to encourage freshness.
- Operated cash register, quickly and accurately handled cash and card transactions and packaged orders neatly and correctly.
- Lifted cases and pushed or pulled heavy tray carts when restocking and preparing inventory.
- Maintained current knowledge of menu items, ingredients and special order products for sale in bakery.
- Increased bakery sales by proactively engaging with customers and providing personalized product recommendations.
- Performed cash, card, and check transactions to complete customer purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Associate Degree In Nursing - Nursing
Hawaii Community College
Hilo, HIHigh School Diploma -
Hilo High School
Hilo, HI05.2014
Skills
- Retail experience
- Store Organization
- Cash Management
- Planogram Execution
- Merchandise presentation
- Shrink Reduction
- POS Software
- Staff Training
Timeline
Customer Experience Coordinator
TJX Companies
09.2022 - 05.2024
Merchandise Associate
TJX Companies
07.2019 - Current
Assistant Manager
Bath & Body Works
06.2018 - 07.2019
Business Operations Manager
Old Navy, Gap
01.2017 - 06.2018
Sales Associate
Old Navy, Gap
01.2016 - 01.2017
Sales Associate
Mr. Ed’s Bakery
01.2011 - 01.2016
Associate Degree In Nursing - Nursing
Hawaii Community College
High School Diploma -
Hilo High School