Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Store Capitan for The Home Depot Foundation
References
Timeline
Generic

Tracy Pouncy

Harrison,AR

Summary

Experienced Specialty Assistant Store Manager at The Home Depot Inc, adept in strategic promotions planning and conflict resolution. Excelled in enhancing customer experience and operational efficiency, leading to significant business development. Demonstrated expertise in inventory management and team building, contributing to a positive, results-driven work environment. Previous responsibilities include staff training, inventory management, store merchandising, and sales growth strategies. Possess strong communication skills, problem-solving abilities, and capacity for strategic planning.

Overview

19
19
years of professional experience

Work History

Specialty Assistant Store Manager

The Home Depot Inc
Harrison, AR
05.2019 - Current
  • Provided exceptional customer service by responding promptly to customer inquiries and complaints.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations. While teaching direct reports how to do the same.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Developed training programs for new employees in order to increase knowledge base of store policies, procedures, and operations.
  • Ensured all merchandise was properly priced and displayed according to corporate standards.
  • Established operational procedures for all departments within the store.
  • Coached and developed store associates through formal and informal interactions.
  • Assisted in continuous development of effective store associates to achieve desired sales and results.
  • Checked monthly sales and performance reports to support operational planning and strategic decision-making.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Assistant Store Operations Manager

The Home Depot Inc
Harrison, AR
06.2017 - 05.2019
  • Assisted in developing and implementing store operational plans to ensure efficient operation of the store.
  • Provided leadership, coaching, and development to staff members to ensure customer service standards were met.
  • Conducted regular inventory audits to identify discrepancies between actual stock levels and system records.
  • Maintained effective communication with all departments within the store to coordinate operations.
  • Ensured compliance with safety regulations by conducting regular safety inspections throughout the store.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting networking relationships.
  • Used excellent verbal skills to engage customers, associates, and vendor partners in conversation and effectively determine needs and requirements.
  • Implemented cost-saving measures to reduce operational costs while maintaining quality standards.
  • Analyzed financial data such as budgeting information, expenses, payroll records., to make recommendations for improvement.
  • Tracked progress against key performance indicators in order to measure success of operations initiatives.
  • Assisted customers with inquiries about products or services offered by the store.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.

Specialty Assistant Store Manager

The Home Depot Inc
Harrison, AR
05.2015 - 06.2017
  • Conducted daily staff meetings to review performance goals and objectives.
  • Provided exceptional customer service by responding promptly to customer inquiries and complaints.
  • Resolved conflicts among customers, vendors, or other personnel in a professional manner.
  • Analyzed sales data to identify trends and make recommendations for improving profitability.
  • Initiated promotional campaigns that resulted in increased revenue from targeted markets.
  • Coordinated special events such as promotions or seasonal displays.
  • Created incentives programs designed to boost morale among team members.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Provided an open door for questions, and addressed problems and complaints in person for associates.
  • Coached and developed store associates through formal and informal interactions.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Oversaw the coaching and guidance of store employees to foster advancement and pride.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Flooring and Paint Department Supervisor

The Home Depot Inc
Harrison , AR
08.2010 - 05.2015
  • Supervised the daily operations of the paint and flooring departments, ensuring compliance with company policies and procedures.
  • Developed and implemented training programs for new employees in both departments.
  • Monitored inventory levels to ensure adequate supplies were available at all times.
  • Coordinated with other departments to ensure that customer orders were completed on schedule.
  • Resolved customer complaints in a timely manner while maintaining positive relationships with customers.
  • Ensured that safety regulations were followed by all staff members in the departments at all times.
  • Evaluated the individual performance of each team member in the departments, and provided feedback as needed.
  • Performed regular performance evaluations of staff, providing feedback and coaching for improvement.
  • Conducted daily sales analysis to adjust sales strategies and meet targets.
  • Boosted customer satisfaction with proactive initiatives focused on improved engagement and service resolutions.
  • Increased sales by optimizing in-store promotional strategies.
  • Enabled consistent sales by empowering front-line staff with tools to successfully promote products.
  • Supervised a team of 10 retail associates, ensuring high-quality customer service and operational efficiency.
  • Analyzed market trends to recommend product assortments that meet consumer demands.
  • Utilized POS systems and inventory management software to streamline operations and improve accuracy.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Trained, managed and motivated employees to promote professional skill development.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Researched out-of-stock items to find additional inventory in other store locations.
  • Built lasting client relationships by organizing and planning sales events.
  • Cultivated a store brand and accomplished strategic business initiatives through close collaboration with multiple stores.

Customer Service Specialist

The Home Depot Inc
Harrison, AR
06.2009 - 08.2010
  • Answered incoming customer inquiries regarding product and service information.
  • Provided assistance to customers in navigating the website, placing orders, understanding their installed services, processing special orders, and resolving complaints. Addressed customer questions and concerns regarding products and services.
  • Generated reports on customer feedback, trends, and other metrics for management review.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • Followed up with customers after transactions to ensure satisfaction levels were met.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Supported sales team members to drive growth and development.
  • Improved product knowledge on a continuous basis to provide optimal service and achieve loyalty from customers and vendor partners.
  • Liaised between customers and service providers to expedite orders and meet customer demands.
  • Updated the system with order specifics, customer details, preferences, and critical information regarding orders and projects.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to installers' and customers' needs.

Service Desk and Cashier

The Home Depot Inc
Harrison, AR
02.2008 - 06.2009
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Issued receipts, refunds, credits or change due to customers.
  • Answered customer inquiries regarding store policies and procedures.
  • Stocked shelves with merchandise when needed.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Helped with purchases and signed customers up for rewards program.
  • Used suggestive selling techniques to promote add-on sales.
  • Ensured that all incidents are logged correctly into the Service Desk ticketing system according to company standards.
  • Reviewed customer orders for accuracy and completeness prior to processing.
  • Resolved customer issues related to order placement, pricing discrepancies, shipping delays.
  • Handled credit applications from customers, liaised with credit manager for approvals and account setup and processed credit card payments.
  • Learned company products and services and communicated effectively with internal and external customers regarding actual and potential sales.
  • Communicated with current customers regarding backorder availability, future inventory and special orders.
  • Communicated with customers to assist with order placement and offer updates on status and shipping.
  • Informed customers by mail or telephone of unit prices, shipping dates, and anticipated delays.

Para Professional Health Case Manager

Arkansas Counseling Association
Harrison, AR
01.2006 - 12.2007
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Provided crisis intervention support for clients in emergency situations.
  • Conducted home visits to assess the safety of living environments for clients.
  • Worked individualized care plans with input from clients and their families.
  • Collaborated with medical professionals to coordinate treatment plans for clients.
  • Maintained accurate case records and documentation according to agency guidelines.
  • Compiled reports on cases and submitted them to supervisors as required.
  • Attended court hearings as a representative of the organization when needed.
  • Counseled clients on available resources within the community that could help meet their needs.
  • Organized group activities to provide socialization opportunities for clients.
  • Educated clients about mental health conditions, medications and self-care techniques.
  • Coordinated transportation services for clients who lacked access to reliable transportation.
  • Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
  • Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
  • Participated in professional development opportunities to stay current with best practices in case management.
  • Provided case management services, including intake, assessment, crisis intervention, advocacy, referral, and monitoring of families.
  • Facilitated group sessions and workshops for clients on various topics.
  • Developed trusting relationships with social services, health care providers and governmental agencies.
  • Maintained logs and electronic client records following department and agency policies for effective monitoring.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Monitored and kept meticulous records of patient treatment plans and response of patient to medication.

Education

High School Diploma -

Valley Springs High School
Valley Springs, AR

Skills

  • Strategic Promotions Planning
  • Negotiating and influencing skills
  • Retail experience should include suggestive selling skills
  • Strong analytical, problem-solving, and research skills
  • Store operations
  • Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
  • Inventory Management
  • Ability to anticipate work needs, and interact professionally with customers
  • Proficient in Microsoft Office Suite, or related software, as well as other accounting software programs
  • POS systems operations
  • Demonstrated ability to collaborate and work effectively with cross-functional teams
  • Communication Skills
  • Process Optimization
  • Performance Management
  • Collaborate cross-functionally
  • Excellent organizational skills, and attention to detail
  • Schedule oversight
  • Reporting and documenting
  • Reliability
  • Adaptability
  • Business Intelligence
  • Team building
  • Cross-functional team leadership
  • Problem-solving abilities
  • Professionalism
  • Conflict Resolution
  • Employee Training
  • Human resource policies
  • Business development and planning
  • Sales expertise
  • Customer experience
  • Relationship building and management

Accomplishments

  • Specialty Trainer for new ASM's
  • Maintained specialty and operational sustainability on score card
  • Graduated Hypo ASm Program
  • Multiple rewards for exceeding targets
  • Ability to takeover in store managers absents
  • 5 years as Team Depot store captain for The Home Depot Foundation

Affiliations

  • Crafts: Making wreaths for gifts and donations
  • Volunteering: Working with community partners for veterans, community events, and disaster relief
  • Cooking: Trying new recipes and hosting themed dinner parties
  • Reading: Enjoy exploring diverse genres, from classic literature to contemporary non-fiction
  • Gardening: Maintain a small vegetable garden

Languages

English
Professional

Store Capitan for The Home Depot Foundation

  • Working with local Veteran Agencies on special projects
  • Working with area schools and libraries to provided donations of materials for projects and building projects
  • Filling out grant funding paperwork to ensure funding for special projects
  • Building a strong community relationship with other community members for outreach in times of natural disasters

References

References available upon request.

Timeline

Specialty Assistant Store Manager

The Home Depot Inc
05.2019 - Current

Assistant Store Operations Manager

The Home Depot Inc
06.2017 - 05.2019

Specialty Assistant Store Manager

The Home Depot Inc
05.2015 - 06.2017

Flooring and Paint Department Supervisor

The Home Depot Inc
08.2010 - 05.2015

Customer Service Specialist

The Home Depot Inc
06.2009 - 08.2010

Service Desk and Cashier

The Home Depot Inc
02.2008 - 06.2009

Para Professional Health Case Manager

Arkansas Counseling Association
01.2006 - 12.2007

High School Diploma -

Valley Springs High School

Similar Profiles

CREATE PROFILE
Tracy Pouncy