SHELLEY ROBERTS
Jacksonville,FL
Summary
Upbeat, customer-focused Front End Associate with over 5 years of experience in retail environments. Flexible and approachable, with strong organizational and time management skills. Delivers memorable guest experience through welcoming interactions and extensive product knowledge.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front End Team Lead
Walmart Corporation
Saint Johns, Florida
09.2022 - 03.2024
- Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
- Trained new employees in customer service techniques and store policies.
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Conducted regular performance evaluations of front end personnel.
- Implemented procedures to reduce shrinkage and increase profitability of the department.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Verified Weekly Bank Deposits.
- Verified Lottery Daily Sales Reports.
- Assisted management team in developing operational strategies that improved overall store performance.
- Coordinated with other departments to ensure smooth flow between receiving goods, stocking shelves, check out process.
- Identified opportunities for improvement within the department and developed solutions accordingly.
- Investigated incidents reported by customers or staff members involving theft or fraud at the checkout area.
- Resolved customer problems in a professional manner by investigating issues, answering questions and building rapport.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Welcomed large volume of guests and improved overall customer service.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
Front End Academy Trainer/Front End Customer Service Manager
Walmart Corporation
Saint Johns, Florida
01.2020 - 08.2022
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated and authenticated returns, exchanges and voids.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Processed credit card transactions accurately and efficiently.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Completed Daily Price Changes.
- Completed weekly Product Out Scans.
- Constructed and stocked new displays, designed and assembled end caps and removed and discarded outdated displays.
- Participated in annual physical store inventories.
- Maintained strong knowledge of Customer Service by participating in seminars and academy classes.
- Maintained Lottery Vending Machine. Inventory, Opening and Closing procedures, reports and troubleshooting.
- Maintained Coin Star Machine.
Education
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FL06-1982
Skills
- Complaint resolution
- Customer Service
- Financial Management
- Problem-solving skills
- Retail Merchandising
- Damaged goods returns
- Store Opening and Closing
- Retail Metrics and Goals
- Inventory Management
- Cash Register Operation
- Display Setup
Certification
National Registry of Food Safety Professionals - Food Safety Manager - Issue Date: May 30, 2023 - Expiration Date: May 30, 2028 (Certificate No: 21953753)
Accomplishments
Associate of the Month November 2018 - Walmart Neighborhood Market in Fruit Cove, FL.
Associate of the Month December 2019 - Walmart Neighborhood Market in Fruit Cove, FL.
Campaign Chairperson for Children's Miracle Network, Walmart Neighborhood Market Store 5819. We raised $5,170.00, the largest in our store's history. We placed third in our market for our contributions. June 2023
References
References available upon request.
Timeline
Front End Team Lead
Walmart Corporation
09.2022 - 03.2024
Front End Academy Trainer/Front End Customer Service Manager
Walmart Corporation
01.2020 - 08.2022
High School Diploma -
Samuel W. Wolfson High School
National Registry of Food Safety Professionals - Food Safety Manager - Issue Date: May 30, 2023 - Expiration Date: May 30, 2028 (Certificate No: 21953753)
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