Susanna Boyles
Newport News,VA
Summary
Responsive team leader with strong sales background combined with motivational and encouraging style. Talented trainer, problem-solver and planner takes on routine and complex job functions to promote business success. Well-organized and proactive retail professional with good communication skills and positive attitude.
Energetic, results-driven Department Manager committed to maintaining highest quality of customer excellence. Develops and implements innovative incentives to drive employee motivation. Adeptly navigates cost-concern and workforce-management issues to maintain streamlined operations.
Overview
26
26
years of professional experience
Work History
Department Supervisor
Ollies Bargain Outlet
Gloucester, Virginia
12.2024 - Current
- Analyzed data to identify areas of improvement within the department.
- Oversaw merchandising and display efforts, enhancing product visibility and appeal.
- Led team meetings to communicate targets, share updates, and gather feedback.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Worked closely with sales associates to complete tasks.
- Used Point of Sale register system to complete transactions.
- Trained employees on new processes or procedures as needed.
- Counted and balanced registers.
Lead Merchandiser
Retail Odyssey
Newport News, Virginia
04.2016 - 12.2024
- Developed creative visual merchandising campaigns to focus on selling older inventory.
- Built product displays and placed appropriate signage for merchandise.
- Monitored customer feedback on product assortment and made recommendations for improvement.
- Assisted in developing marketing campaigns for new products or promotions.
- Presented updated floor plans and design strategy to store management.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Monitored weekly, monthly and quarterly achievement goals.
- Restocked shelves with current merchandise in attractive displays to promote sales.
- Cleaned and organized display cases, shelves and aisles.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
Department Supervisor
Ollies Bargain Outlet
Virginia Beach, Virginia
01.2013 - 04.2016
- Analyzed data to identify areas of improvement within the department.
- Oversaw merchandising and display efforts, enhancing product visibility and appeal.
- Led team meetings to communicate targets, share updates, and gather feedback.
- Monitored inventory levels, ensuring optimal stock and minimizing waste.
- Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
- Collaborated with other departments to coordinate activities and resolve issues.
- Monitored sales performance through analysis of sales reports and comparison shopping.
- Implemented strategies to increase efficiency while reducing costs.
- Worked closely with sales associates to complete tasks.
- Used Point of Sale register system to complete transactions.
- Resolved customer complaints in a timely manner.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Receiving Manager
Hhgregg
Virginia Be, Virginia
10.2010 - 01.2013
- Liaised with vendor representatives to rectify damages and shortages.
- Investigated inventory discrepancies to maintain recordkeeping validity.
- Implemented bar coding system to identify location and quantities of requested items.
- Opened and checked deliveries to verify contents and resolve issues with vendors promptly.
- Maintained a safe work environment by adhering to safety regulations and policies.
- Established relationships with carriers to ensure timely deliveries at competitive rates.
- Identified opportunities to reduce cost and improve productivity.
- Performed daily cycle counts to assess inventory levels for accuracy purposes.
- Developed new strategies to increase efficiency in the receiving process while reducing cost.
- Prepared detailed reports on all shipments received including quantity, condition, weight .
- Directed investigations to verify and resolve customer or shipper complaints.
- Managed and organized the receiving of all incoming shipments.
- Supervised a team of 5 workers responsible for unloading, sorting, and stocking merchandise.
Customer Service Representative
Drytac
Richmond , VA
07.2006 - 08.2010
- Maintained a high level of professionalism when dealing with difficult customers.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Led on- and off-site customer support teams across multiple time zones.
- Developed strong customer relationships to encourage repeat business.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Human Resources
B&B Printing
Richmond, VA
06.1999 - 06.2006
- Assisted in employee recruitment, hiring and interview processes.
- Directed HR programs, policies and processes to improve operational efficiency.
- Aligned HR policies with federal and local regulations.
- Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
- Recruited new employees and built relationships, driving visibility.
- Conducted employee performance reviews and implemented corrective actions to increase productivity.
- Used data and analytics to improve company processes for recruitment, selection and onboarding.
- Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
- Scheduled random drug testing for employees to diminish regularity risks.
- Ensured compliance with federal, state and local employment laws.
- Coordinated various benefits programs such as medical insurance, retirement plans and vacation policies.
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Assisted in the development of performance management systems including goal setting, performance reviews, corrective action plans and disciplinary procedures.
- Managed compensation, insurance and vacation days within employee benefits programs.
- Coordinated employee benefits programs, including health insurance and retirement plans.
- Provided guidance on labor law compliance issues such as FMLA, ADA, Title VII.
- Excels at reconciliation in Accounts payable and receivables.
Education
High School Diploma -
Douglas S Freeman
Richmond, Virginia 06-1985
Some College (No Degree) - Accounting And Finance
J Sargent Reynolds
Richmond, CASkills
- Process and procedure development
- Growth planning
- Stock management
- POS systems operations
- Interactive communication skills
- Policy enforcement
- Recovery management
- Problem resolution
- Problem-solving
- Scheduling expertise
- Leadership skills
- Customer service
- Receiving oversight
- Multi-tasking mastery
- Employee engagement
- Sales growth
- Customer relations
- Performance improvement
- Inventory management
- Time management
- Reasoning
Timeline
Department Supervisor
Ollies Bargain Outlet
12.2024 - Current
Lead Merchandiser
Retail Odyssey
04.2016 - 12.2024
Department Supervisor
Ollies Bargain Outlet
01.2013 - 04.2016
Receiving Manager
Hhgregg
10.2010 - 01.2013
Customer Service Representative
Drytac
07.2006 - 08.2010
Human Resources
B&B Printing
06.1999 - 06.2006
High School Diploma -
Douglas S Freeman
Some College (No Degree) - Accounting And Finance
J Sargent Reynolds