Taylor Sutton
Stillwater,NY
Summary
Knowledgeable Front End Manager dedicated to providing high quality customer service and relations. Versed in quickly and accurately assisting members by answering questions, offering detailed and thorough explanation of services, and managing a team and/or building with full support. Delivers dynamic customer service and motivated to provide positive relationships with members and coworkers alike.
Overview
11
11
years of professional experience
Work History
Front End Manager
BJ's Wholesale Club
Saratoga Springs, NY
08.2013 - Current
- Originally worked as a part-time cashier and worked up the ladder to Front End Manager for the past 4 years.
- Managed customer service team of 10+ employees, ensuring quality and efficiency standards were met.
- Performed opening and closing procedures according to established guidelines as a key holder.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assisted in the development of performance management systems including goal setting, performance reviews, corrective action plans and disciplinary procedures.
- Helped employees perform at peak productivity with morale-boosting programs and motivational techniques.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Reviewed employee performance through one on one meetings/ on the spot coaching to provide ongoing feedback and to drive performance improvement.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Excell in metric driven results, currently holding second in the region for all controllable metrics.
- Offering upgrades memberships/ co-branded credit cards to members to help with upselling and maximizing the members overall experience of the club.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Completed transactions for membership renewals and extensions.
- Trained new and existing employees on legal compliance with credit card sales.
- Put together schedule using workforce dimensions for floor staff according to skill sets and coverage needs.
- Created and optimized employee schedules for shift coverage.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided assistance using Workday as tool for team members.
- Maintained employee records in accordance with company policy and applicable legal requirements.
- Reconciled daily cash variance reports, tracking overages and shortages through compilation of summary reports and comparing against past variances to isolate and address possible causes.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Prepared and processed payrolls.
Education
Bachelor of Arts - Psychology
University At Albany
Albany, NY05.2016
Associate of Science - Independent Studies
Hudson Valley Community College
Troy, NY05-2016
Skills
- Customer Service Management
- Staff Management/Department Oversight
- Senior Leadership Support
- Employee Development and Training
- Customer Support
- Teamwork and Collaboration
- Service Upselling/Sales
- Metric Driven Results
- Member Retention/Renewals
- Verbal and Written Communication
- Microsoft Office Proficiency
- Inbound and Outbound Calling
- Issue Resolution
- Cash Register Operation
- Human Resources Operations
- Recruitment and Hiring
- Workforce Dimensions Experience (Scheduling)
- Compensation/Benefits Administration
- Employee Scheduling
- Performance Evaluation/Reviews and Monitoring
- Payroll Administration
- Legal Compliance
- Cash Office Tasks
- Opening and Closing Procedures
References
References available upon request.
Timeline
Front End Manager
BJ's Wholesale Club
08.2013 - Current
Bachelor of Arts - Psychology
University At Albany
Associate of Science - Independent Studies
Hudson Valley Community College
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