Taneia Burton
Customer Service/ Sales Manager
Charlotte,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Front End Manager, Sales Manager
Lowes Home Improvment
Charlotte,, NC
04.2023 - 02.2024
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maximized store efficiency by regularly analyzing performance metrics and adjusting processes accordingly.
- Scheduled personnel according to skill sets and coverage needs, and made adjustments to meet unexpected demands.
- Monitored cash drawers in 20 checkout stations to verify adequate cash supply
Shift Manager
McDonald's
Charlotte, NC
08.2022 - 06.2023
- Worked closely with 30 team members to schedule breaks and shifts to meet state regulations.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Played essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Implemented process improvements that streamlined daily operations, enhancing overall efficiency within shift.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- 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.
Airport Passenger Service Agent
Prospect Airline Services
Charlotte, NC
09.2021 - 06.2022
- Expedited ticketing procedures for quicker processing times and reduced wait times for customers at counter by at least 20%
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Promoted positive passenger experiences during irregular operations by assisting stranded travelers with rebooking options or hotel accommodations when necessary.
- Collaborated closely with team members to achieve excellence in overall airport operations.
Sales Associate,Customer Service Representative
Walmart
Huntersville, NC
07.2018 - 08.2021
- Assisted in development and implementation of marketing initiatives to promote store events and special promotions.
- Monitored customers for signs of security concerns and escalated issues to management.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Engaged with customers to effectively build rapport and lasting relationships.
- Participated in team meetings and training sessions regularly for continuous professional development within retail industry.
- Managed efficient cash register operations on over 20
Car Salesperson
Randy Marion Buick Gmc
Huntersville, NC
05.2019 - 01.2020
- Located merchandise across various stores to address customer needs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Worked with loss prevention in monitoring shopper behavior.
- Negotiated purchase prices and explained sales, warranty, and optional products.
- Recommended complementary purchases to customers, increasing revenue.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Increased business 20% in single quarter
Retention Specialist
Convergys
Charlotte, NC
02.2017 - 11.2018
- Worked alongside global business leader to deploy new training strategies.
- Developed and monitored employee recognition programs.
- Supported over 25 agents in improving service standards for optimized customer satisfaction.
- Provided detailed reports on departmental performance metrics, highlighting successes as well as opportunities for growth.
- Developed new strategies for customer retention activities.
- Identified changing customer needs and adapted service strategies to meet them.
Cuatomer Service Sales Specialist
Red Ventures
Charlotte, NC
04.2016 - 11.2016
- Stayed current on company offerings and industry trends.
- Delivered superior customer service to retain existing customers and attract future customers.
- Increased revenue by 10% with strategic upselling of products and services to existing customers.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Maintained current knowledge of evolving changes in marketplace.
Sales Associate
Convergys
Charlotte, NC
03.2014 - 01.2016
- Prepared merchandise for sales floor by pricing or tagging.
- Participated in team meetings and training sessions regularly for continuous professional development within retail industry.
- Streamlined processes within store''s operations by organizing merchandise layouts for easy access.
- Volunteered for extra shifts during holidays and other busy periods to alleviate 10% of staffing shortages.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Sales Associate
New York & Company
Charlotte, NC
01.2013 - 01.2013
- Prepared merchandise for sales floor by pricing or tagging.
- Participated in team meetings and training sessions regularly for continuous professional development within retail industry.
- Streamlined processes within store''s operations by organizing merchandise layouts for easy access.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged with customers to effectively build rapport and lasting relationships.
- Used in-store system to locate inventory and place special orders for customers.
- Organized in-store promotions and events to increase foot traffic by 10% and drive additional sales opportunities.
- Engaged in friendly conversation with customer to better uncover individual needs.
Assistant Manager
Cherry Hill Photo
Charlotte, NC
10.2008 - 12.2012
- Mentored team members to enhance professional development and accountability in workplace.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Streamlined store operations for increased efficiency upwards of 15%, implementing new processes and procedures.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
No Degree - Communications
Central Piedmont Community College
Charlotte, NC 01.2008 - 01.2010
High School Diploma -
Northwest School of The Arts
Charlotte, NC 01.2004 - 01.2008
Skills
Shift Scheduling
Onboarding and Orientation
Training and mentoring
Managing Operations and Efficiency
Negotiation and Conflict Resolution
Project Planning
Staff Management
Administrative Skills
Problem-solving aptitude
Lead Generation
Active Listening
MS Office
Employee Coaching and Mentoring
Staff Supervision
Multi-Line Phone Systems
Sales Quota Achievement
Timeline
Front End Manager, Sales Manager
Lowes Home Improvment
04.2023 - 02.2024
Shift Manager
McDonald's
08.2022 - 06.2023
Airport Passenger Service Agent
Prospect Airline Services
09.2021 - 06.2022
Car Salesperson
Randy Marion Buick Gmc
05.2019 - 01.2020
Sales Associate,Customer Service Representative
Walmart
07.2018 - 08.2021
Retention Specialist
Convergys
02.2017 - 11.2018
Cuatomer Service Sales Specialist
Red Ventures
04.2016 - 11.2016
Sales Associate
Convergys
03.2014 - 01.2016
Sales Associate
New York & Company
01.2013 - 01.2013
Assistant Manager
Cherry Hill Photo
10.2008 - 12.2012
No Degree - Communications
Central Piedmont Community College
01.2008 - 01.2010
High School Diploma -
Northwest School of The Arts
01.2004 - 01.2008
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