Monica Holland
Tea,USA
Summary
Versatile and accomplished General Manager with 15+ years of experience in the optical retail industry, specializing in operations management and customer service excellence. Proven track record of building strong client relationships and leading high-performing teams to achieve sales targets. Successfully managed multiple locations, enhancing team performance and operational efficiency. Recognized for outstanding customer service, achieving top store rankings and positive community engagement.
Overview
24
24
years of professional experience
Work History
Cashier/Service Desk Associate
Menards-Sioux Falls, SD
Sioux Falls, SD
03.2025 - Current
- I started here as a cashier. Been training at the Service Desk. I basically check out guests and take care of any concerns. Service desk is processing refunds.
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
- Assisted in inventory management by monitoring stock levels at the checkout counter
- Resolved customer complaints regarding pricing errors or product availability with professionalism
- Performed opening/closing duties including counting money in the register before/after shifts
- Demonstrated strong attention to detail when processing complex transactions involving multiple payment methods
- Collaborated with the loss prevention team to identify and prevent fraudulent activities at the checkout counter
- Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Reduced processing errors by meticulously following transaction procedures.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Improved efficiency, organized checkout area for optimal workflow.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Streamlined service desk processes for improved efficiency and faster resolution times.
General Manager
Shopko Optical-Sioux Falls, SD
Sioux Falls, SD
08.2021 - Current
- I started here in 2021 as the General manager here. I have built a wonderful client base here at the center. Things that I take care of daily is your normal day to day operations. Which include customer service and taking care of my team.
- Leading by example. I can handle lots of problems that arise. My knowledge here is working with patients with screening and getting ready for the doctor to see them. I work with the doctor on her handoffs and proceed to the frame board to continue more of our conversations on frames and or contacts. Entering in the script and exam from the exam page itself. Educating the patients on then choices and why they are recommended. Finishing the sale and the thank you as they are leaving. I also take care of any trouble shooting, adjustments, payroll, ADP schedules and PTO for my team, ordering supplies, scheduling the doctor, planograms, deposits, organization and cleanliness, insurance, and working on my A/R log. I have worked with the community when VSP came back and reached out to over 500 businesses and employers in 2022. Helping increase our sales here in the center. I have done coaching when needed and worked well with the HR team on this.
- Along with this position. I have helped in numerous locations. One being in Green Bay East. I was here from March 12th to May 3rd, 2024. Building confidence in the team, cleaning up the center, building rebuilding trust with the doctors, etc. August 2024 to present. I have been going to Bemidji, MN and working with the GMIT on manager duties and getting this center into working order. Training the manager in training and the new staff on sales, reports, customer service, etc. Along with making sure my team back home was preforming the same way as I left. Having the confidence, I can run multiple centers. Each year we have made our Sales to Plan and over.
General Manager
Eye-mart Express-New Braunfels, TX
New Braunfels, TX
07.2013 - 08.2021
- I started off as a retail associate in Sioux Falls, SD. In Sept of 2014 I transferred to Fargo, ND as General Manager. In May 2017 I transferred to New Braunfels, TX as the General Manager. I have lots of knowledge with lens styles, sales, P&L's, hiring, schedules, payroll control, customer service, dispensing with adjustments, trouble shooting, inventory, and frame styles. I have great relationships with the doctors. I believe in teamwork and lead by example. I have also learned some of the lab duties and can cut finish lens within a half hour or less. I have my Certified Final Dispense certificate and Ultimate Dispense certificate through the company. In 2020 I received the award for top store nationwide. My ranking was #1. We are also recognized for our google reviews. This is all part of the customer service my store provides day after day.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Co-Owner
T&M Enterprises-Rapid City, SD
Rapid City, SD
12.2001 - 09.2014
- We had a residential care home and took care of 20 residents. This was scheduling, hiring, coaching, medication dispensing, housekeeping, transportation to appts., meal prep and record keeping for the residents. We closed our main part down in 2006. We had 4 residents that we took care of in our home. In 2008 we moved to Sioux Falls, SD with 4 of the same residents. We dissolved this business/service in 2014 when we transferred to Fargo for my new position as general manager.
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
- Mentored employees to improve work performance, promoting professional development and growth within the company.
- Established foundational processes for business operations.
- Maintained compliance with industry regulations and legal requirements through diligent oversight of business practices.
- Developed a strong company culture, fostering teamwork and collaboration among staff members.
- Cultivated a safe working environment by adhering to workplace safety policies and providing necessary resources for employee wellbeing.
- Implemented regular performance reviews for staff members to address concerns proactively and provide constructive feedback for continuous improvement.
- Recruited, interviewed and hired new staff members and developed training materials for employees.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Team Lead/Supervisor
Sam's Club-Sioux Falls, SD
Sioux Falls, SD
11.2009 - 02.2013
- I started off here as a cashier. Working with customers with their purchases and promoting the plus membership and at that time the Discover credit card. I became a Customer service Supervisor in 2010. Supervising cashiers and opening and closing the front end. From there I became a Team Lead for Hardlines. This was working on schedules and evaluations. I have also done the following departments: accounting, optical, photo, membership desk, cafe and bakery. The main purpose on all these positions was customer service. I was also, involved with inventory monthly.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Created and managed project plans, timelines and budgets.
- Frequently inspected production area to verify proper equipment operation.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Streamlined inventory management processes, leading to more organized and efficient stock handling system.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
Education
Diploma - general
Wesclin Sr High School
Trenton, IL05.1994
Skills
- Process Improvement
- P&L Management
- Payroll
- Recruiting
- Sales Management
- Team Management
- Merchandising
- Inventory Control
- Profit & Loss
- Budgeting
- Pricing
- Management
- Relationship Management
- Operations Management
- Bookkeeping
Timeline
Cashier/Service Desk Associate
Menards-Sioux Falls, SD
03.2025 - Current
General Manager
Shopko Optical-Sioux Falls, SD
08.2021 - Current
General Manager
Eye-mart Express-New Braunfels, TX
07.2013 - 08.2021
Team Lead/Supervisor
Sam's Club-Sioux Falls, SD
11.2009 - 02.2013
Co-Owner
T&M Enterprises-Rapid City, SD
12.2001 - 09.2014
Diploma - general
Wesclin Sr High School