Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sulay Grant

Tampa,FL

Summary

Dynamic leader with a proven track record at Amazon, adept in multi-unit management and fostering employee engagement. Skilled in leveraging team management and customer service management to enhance operational efficiency and elevate customer satisfaction. Achieved significant reductions in employee turnover and consistently exceeded performance goals through strategic workforce planning and effective leadership development.

Overview

9
9
years of professional experience

Work History

Area Supervisor

Amazon
05.2024 - Current
  • Provided ongoing coaching to staff members, promoting skill development and career progression.
  • Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
  • Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
  • Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
  • Implemented safety protocols to maintain a secure workplace, minimizing accidents and incidents.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Maintained open lines of communication between management and staff, facilitating teamwork and collaboration towards shared goals.
  • Increased customer satisfaction with enhanced staff training and regular performance evaluations.
  • Led team meetings to discuss progress toward goals, address challenges, celebrate successes, and encourage continuous learning experiences among team members.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Conducted regular performance reviews to provide feedback and identify areas for improvement, enhancing overall team productivity.

Assistant Store Manager

Sunglass Hut
09.2022 - 05.2024
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Created and maintained safe and secure work environments for employees.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Lead Support Specialist

Amazon
05.2020 - 09.2022
  • Streamlined support processes for increased efficiency and improved response times.
  • Organized team meetings to discuss ongoing projects, share knowledge, and troubleshoot complex cases collaboratively.
  • Provided exceptional customer service, resulting in high levels of client retention and loyalty.
  • Enhanced customer satisfaction by addressing and resolving technical issues in a timely manner.
  • Conducted regular performance reviews with team members to encourage professional growth and development.
  • Evaluated and recommended improvements to internal procedures, leading to streamlined workflows.
  • Championed a customer-centric culture within the organization by emphasizing empathy, active listening, and prompt issue resolution.
  • Collaborated with cross-functional teams to develop and implement new support strategies.
  • Established clear lines of communication within the team to enhance collaboration and maintain consistent messaging.
  • Implemented feedback loops with clients to continuously improve the quality of support services provided.
  • Coordinated team schedules to ensure adequate coverage during peak support hours.
  • Reduced ticket backlog by implementing effective prioritization strategies.
  • Oversaw the creation of a comprehensive knowledge base for self-service support options.
  • Managed escalated customer issues, ensuring swift resolution and minimal impact on the client relationship.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Helped streamline repair processes and update procedures for support action consistency.

Assistant Manager

Noizz
08.2016 - 02.2020
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • 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.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • 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.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Developed marketing strategies to attract new customers, increasing foot traffic.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.

Education

Pharmacy Technician -

Ashworth College
Norcross, GA
04.2012

Skills

  • Team management
  • Production management
  • Task delegation
  • Multi-unit management
  • Operational efficiency
  • Employee performance management
  • Equipment inspection
  • Inventory control
  • Quality control
  • Continuous improvements
  • Program leadership
  • Workforce planning
  • Supply chain management
  • Supply chain distribution
  • Sales tracking
  • Safety management
  • Documentation skills
  • Risk analysis
  • Directing workers
  • Work planning and scheduling
  • Customer service oversight
  • Employee engagement
  • Critical thinking
  • Leadership development
  • Multitasking and prioritizing
  • Scheduling and Time-tracking
  • Goal setting and achievement
  • Team building and motivation
  • Superior work ethic
  • Problem anticipation and resolution
  • Staff coaching and training
  • Cash handling and reconciliation
  • Employee training
  • Work area inspection
  • Inventory management
  • Flexible work schedule
  • Adaptable to changing demands
  • Relationship building
  • Performance monitoring
  • Customer service management
  • Handling complaints
  • Decision-making
  • Retail operations
  • Retail security
  • Cash drawer reconciliation
  • Merchandise promotion and display

Timeline

Area Supervisor

Amazon
05.2024 - Current

Assistant Store Manager

Sunglass Hut
09.2022 - 05.2024

Lead Support Specialist

Amazon
05.2020 - 09.2022

Assistant Manager

Noizz
08.2016 - 02.2020

Pharmacy Technician -

Ashworth College

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Sulay Grant