Tangera Johnson
Richmond,VA
Summary
Results-driven retail professional with solid background in retail management and team leadership. Known for effectively managing inventory, optimizing store operations, and driving customer satisfaction. Team-oriented, adaptable, and committed to achieving high performance standards.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
Work History
Hardlines Team Lead
Walmart
Richmond, VA
09.2022 - Current
- Led hardlines team in achieving sales goals through strategic merchandising and inventory management.
- Implemented training programs, enhancing team performance and product knowledge among staff members.
- Streamlined stock replenishment processes, reducing out-of-stock incidents and improving customer satisfaction.
- Coordinated with cross-functional teams to ensure timely execution of promotional events and seasonal resets.
- Mentored new hires on company policies and best practices, fostering a collaborative team environment.
- Developed standard operating procedures for hardlines operations, ensuring compliance with safety regulations.
- Built strong relationships with customers through positive attitude and attentive response.
- Enhanced visual merchandising standards, contributing to improved store aesthetics and increased customer engagement.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted customers with locating merchandise and providing product information.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Improved store layout, resulting in easier navigation for customers and increased sales of high-margin items.
- Streamlined inventory management processes for improved product availability and customer satisfaction.
- Established clear performance expectations for team members, conducting regular evaluations and providing constructive feedback to foster continuous improvement.
- Developed training programs for new team members to ensure consistency in performance and adherence to company standards.
- Coordinated with marketing teams to develop creative campaigns that effectively promoted hardlines products to target audiences.
- Answered questions about store policies and addressed customer concerns.
- Increased sales by offering advice on purchases and promoting additional products.
- Performed cash, card, and check transactions to complete customer purchases.
Viewer Experience Advocate Supervisor
The Results Companies
Midlothian, VA
09.2018 - 08.2022
- Specializing as a liaison for client needs
- Serving as a subject matter expert for client systems
- Driving client Key Performance Indicators to goal
- The Results Companies designs, builds, delivers, and optimizes digitally influenced
- Resolving escalating calls
- Managing associates to follow work expectations
- Resolved viewer inquiries efficiently, ensuring timely responses and effective solutions.
- Provided exceptional customer support to enhance viewer satisfaction and retention.
- Analyzed viewer feedback to identify trends and recommend actionable improvements.
- Developed and maintained knowledge base articles to streamline information access for team members.
- Maintained detailed records of customer interactions, following up as necessary to achieve a satisfactory resolution.
- Stayed up-to-date on industry trends and developments, integrating new tools or approaches into daily tasks to continually enhance the viewer experience.
- Managed high-volume workloads, prioritizing tasks to efficiently handle customer cases within established timeframes.
- Adapted communication style according to individual preferences of each viewer while maintaining a consistent, professional tone.
- Utilized data analytics tools to monitor performance metrics, identifying areas for improvement in the viewer experience journey.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored performance metrics to identify areas for improvement and maintain productivity levels.
- Managed scheduling and resource allocation to optimize staff utilization across shifts.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Customer Service Associate
Macy's
09.2018 - 11.2018
- Organizing stock
- Supervising store till
- Resolving customer facing requests
- Macy's engages in the retail of apparel, accessories, cosmetics, home furnishings, and other consumer goods.
- Trained new associates on store policies and procedures, promoting a knowledgeable workforce.
- Monitored inventory levels and assisted in restocking efforts, ensuring product availability for customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Developed comprehensive FAQ section on company website, reducing incoming query volume.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Loss Prevention Associate
Burlington Coat Factory
03.2018 - 09.2018
- Scrutinizing regional store inventory
- Vetting case studies
- Filing police reports
- Burlington Coat Factory is a national retail chain offering current, high-quality, designer and name-brand merchandise for the entire family.
- Monitored store premises to deter theft and ensure safety protocols were followed.
- Conducted regular audits of inventory and security systems to identify discrepancies.
- Led investigations into suspicious activities, coordinating with local law enforcement when necessary.
Education
High School - undefined
Huguenot High School
01.2014
Skills
- Emotional Intelligence
- Attention to Detail
- Coachable
- Independence
- Confidence
- Promoting productivity and company standards
- Salesforce
- Windows 7 and Windows 10 Operating Systems
- Microsoft Office
- Microsoft Teams
- Data Analytics
- Flexibility
- Work Ethic
- Store operations
- Employee training
- Merchandising strategies
- Staff scheduling
- Store maintenance
- Upselling strategies
- Competitor analysis
- Returns management
- Sales goals achievement
- Teamwork
- Friendly and helpful
- Customer service
- Problem-solving
- Time management
- Customer assistance
- Strong communication and interpersonal skills
- Problem-solving abilities
Timeline
Hardlines Team Lead
Walmart
09.2022 - Current
Viewer Experience Advocate Supervisor
The Results Companies
09.2018 - 08.2022
Customer Service Associate
Macy's
09.2018 - 11.2018
Loss Prevention Associate
Burlington Coat Factory
03.2018 - 09.2018
High School - undefined
Huguenot High School