Shonalesia Lyles
Fairfax,VA
Summary
To obtain a position that will allow me to utilize my skills with potential for advancement Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Overview
22
22
years of professional experience
Work History
Customer Service Lead
Home Depot
Fairfax, VA
09.2021 - Current
- Handled customer inquiries and complaints in a professional manner.
- Directed customer service staff activities, including training, coaching and performance management.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Resolved escalated issues from team members or customers in an efficient manner.
- Ensured compliance with company policies and regulations related to customer service operations.
- Developed strategies for improving customer satisfaction levels.
- Created surveys for customers to collect valuable feedbacks about their experiences with the company's products or services.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Assistant Store Manager
Family Dollars
Plainfield, NJ
11.2012 - 06.2021
- Completes store operational requirements by scheduling and assigning employees; following up on work results
- Maintained store staffing by recruiting, selecting, orienting, and training employees
- Achieves financial objectives by preparing an annual budget; scheduling expenditures, analyzing variances and initiating corrective actions
- Ensures availability of merchandise and services by approving contracts; maintained inventory as well as determined marketing strategy changes by reviewing operational and financial statements and department sales records
- Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotions, authorizing clearance sales and trends
- Identifies current and future customer requirements by establishing rapport with potential and actual customers; protecting customers and employees by providing a safe and clean environment
- Supports management team in hiring and coaching team members; assisting store manager to recruit and retain new employees and developing work schedules
- Resolve customer complaints; Assist cashiers with transactions, refunds and/or exchanges providing exceptional customer service.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
Manager
Robinson Mini Mart
Plainfield, NJ
06.2010 - 11.2012
- Maintained a clean, organized and efficient sales floor and stock room; executing floor-sets in an efficient manner while making appropriate merchandising decisions
- Maximized sales through strong supervision; modeling customer service to improve sales improvement
- Maintained daily records of store sales and expenses
- Responsible of safe-keeping and transfer of funds; preventing loss of company assets
- Overseen the safety and protection of customers and employees.
Co-Manager
The Children's Place
Bridgewater, NJ
06.2008 - 05.2010
- In the absence of Store Manager, responsibilities included managing employees and store operations
- Assisted in maximizing sales through strong supervision; modeling customer service to improve sales improvement
- Maintained daily records of store sales and expenses
- Responsible of safe-keeping and transfer of funds; preventing loss of company assets
- Overseen the safety and protection of customers and employees
- Supported management team in hiring and coaching team members; assisting store manager to recruit and retain new employees and developing work schedules
- Ensured availability of merchandise and services by approving contracts; maintained inventory as well as determined marketing strategy changes by reviewing operational and financial statements and department sales records.
Store Manager
Tuesday Morning, Inc.
Princeton, NJ
11.2003 - 06.2008
- Monitored employee performance; coordinated training and enforcing compliance with policies and procedures established by the company
- Maintained a clean, organized and efficient sales floor and stock room; executing floor-sets in an efficient manner while making appropriate merchandising decisions
- Provided prompt, courteous customer service and professionally resolves customer issues
- Conducts performance and disciplinary discussions in Store Manager's absence
- Ability to finalize, transmit and process weekly time and attendance records and payroll
- Achieved financial objectives by preparing an annual budget; scheduling expenditures, analyzing variances and initiating corrective actions
- Formulated pricing policies by reviewing merchandising activities; determining additional needed sales promotions, authorizing clearance sales and trends
- Completed store operational requirements by scheduling and assigning employees; following up on work results
- Maintained store staffing by recruiting, selecting, orienting, and training employees.
Housekeeping Aid/Laundry
Care One
Edison, NJ
05.2002 - 08.2003
- Performed, sanitized and disinfected work throughout the nursing home including patient care areas, exam rooms, waiting rooms, restrooms, offices, meeting rooms, etc
- Performed general cleaning tasks such as but not limited to trash/recycling/biohazard removal, dusting, wet wiping, glass cleaning, vacuuming, spotting, polishing and mopping
- Performed basic equipment care, checks for wear and damage on assigned equipment
- Performed light extraction carpet cleaning and scrubbing of safety flooring using automated equipment
- Observed and inspects assigned areas for maintenance and security needs and reports needed repairs as soon as possible
- Kept paper and chemical supplies stored in work rooms neat and organized
- Keeps Housekeeping cart clean and stocked
- Followed the rules and intent of the department's regulations and safety guidelines
- Additional duties included assisting with the laundry; stepping in areas that were needed
- Performed manual work involving the operation of laundry equipment and assists in laundry record keeping
- Work entailed marking, ironing and minor repair of clothing and linen.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA04-2024
Skills
- Team training and development
- Telephone Etiquette
- Payment Processing
- Staffing oversight
- Customer service excellence
- Company Branding
- Inquiry requests
- Customer Relations
- Client Engagement
- Cash Handling
Computer And Training Competencies
Microsoft Office Suite, Business Management, Human Resources
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Lead
Home Depot
09.2021 - Current
Assistant Store Manager
Family Dollars
11.2012 - 06.2021
Manager
Robinson Mini Mart
06.2010 - 11.2012
Co-Manager
The Children's Place
06.2008 - 05.2010
Store Manager
Tuesday Morning, Inc.
11.2003 - 06.2008
Housekeeping Aid/Laundry
Care One
05.2002 - 08.2003
High School Diploma -
Penn Foster Career School
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