Summary
Overview
Work History
Education
Skills
Timeline
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Susan Phelan

New Lenox,IL

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

14
14
years of professional experience

Work History

Floor Supervisor/Customer Service Representative

Kroger/Mariano's
08.2014 - 02.2022
  • Promote trust and respect among team members
  • Created an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold throughout the store.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Trained 60 plus associates to develop into productive team members with excellent product knowledge.
  • Recruited and trained team members, as well as supported other departments with mentorship.
  • Liaised with management to establish quality standards and develop budget.
  • Maintained company's visual merchandise standards through general housekeeping and planograms.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Facilitated high volumes of cash, credit and gift card transactions, verifying cash drawer balance at end of each shift.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Adhere to all food safety regulations and guidelines
  • Reinforce safety programs by complying with safety procedures and identify unsafe conditions and notify store management
  • Adhere to all local, state, and federal laws, and company guidelines

Shift Manager

Aldi
12.2007 - 08.2014
  • Trained and mentored new employees to maximize team performance.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Excelled in every store position and regularly backed up front-line staff.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Tracked receipts, employee hours and inventory movements.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.

Education

High School Diploma -

J. Sterling Morton East High School
Cicero, IL

Skills

  • POS Inventory System Operation
  • Customer Service and Assistance
  • Spanish Fluency
  • Constructive Feedback
  • Corrective Actions
  • Coaching and Mentoring
  • Performance Monitoring
  • Department Oversight
  • Retail Employee Training
  • Problem Anticipation and Resolution
  • Bookkeeping
  • Profit and Loss Control

Timeline

Floor Supervisor/Customer Service Representative

Kroger/Mariano's
08.2014 - 02.2022

Shift Manager

Aldi
12.2007 - 08.2014

High School Diploma -

J. Sterling Morton East High School

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Susan Phelan