Sheila Mckelvin
Germantown,MD
Summary
Dynamic leader with a proven track record in Retail Management enhancing customer satisfaction and driving sales growth. Expert in team training and development, adept at conflict resolution. Achieved notable improvements in team performance and customer service, ensuring operational excellence without exceeding labor budgets. Skilled in money handling and fostering a positive work environment.
Overview
16
16
years of professional experience
Work History
Assistant Manager
Big Lots!
04.2012 - Current
- Offer hands-on assistance to customers, assessing needs, and assisting them with company loyalty program and shopping experience.
- Improve customer satisfaction by addressing and resolving complaints promptly.
- Supervise day-to-day operations to meet performance, quality and service expectations including daily store recovery.
- Consistently develop strong working relationships with team, fostering a positive work environment.
- Oversee daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Generate repeat business through exceptional customer service.
- Assist in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Consistently boost employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implement team training programs, enhancing product knowledge and improving customer service skills.
- Enforce company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Ensure compliance with all safety regulations and Loos Prevention policies by conducting regular inspections of equipment/operations within the store.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Store Manager
Rite Aide Pharmacy
06.2010 - 09.2011
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Hired, trained and scheduled employees
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Store Manager
Ross Dress for Less
01.2009 - 06.2010
- Supervised day-to-day operations to meet performance, quality and customer service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior team members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Education
High School Diploma -
Oakmeeds Comphensive School
Burgess Hill UK05-1985
Skills
- Customer service
- Sales growth
- Money handling
- Problem-solving
- Time management
- Team motivation
- Team training and development
- Team supervision and delegation
- Conflict resolution
- Recruiting and interviewing
- Orientation and training
- Team performance evaluations
Timeline
Assistant Manager
Big Lots!
04.2012 - Current
Store Manager
Rite Aide Pharmacy
06.2010 - 09.2011
Store Manager
Ross Dress for Less
01.2009 - 06.2010
High School Diploma -
Oakmeeds Comphensive School
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