Valeka Norman

Family Dollar | Tampa, FL | January 2011 - Current

Store Manager:

● Promoted to Store Manager

● Responsible for recruiting, training, supervising and appraising staff

● Manage budgets and maintain and report statistical and financial records to corporate office

● Handle and resolve customer queries and complaints

● Oversee pricing for merchandise and conduct inventory control

● Maximize profitability by setting and meeting sales targets

● Motivate staff and cultivate a culture of teamwork and collaboration

Assistant Manager

● Promoted to Assistant Manager

● Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience

● Built customer retention by actively listening to concerns and providing solutions

● Communicated merchandise needs and issues to appropriate supervisors in a timely fashion

● Promoted and upsold promotional items to customers and informed them about product benefits

● Held each team member accountable for achieving brand and performance goals by creating systems for reporting and celebrating achievements

Customer Service Representative

● De-escalated problematic customer concerns, and worked to resolve issues efficiently

● Educated customers on special pricing opportunities and company offerings

● Upheld strict quality control policies and procedures during customer interactions

● Provided outstanding service to new and long-standing customers and retained existing customers

● Assisted team members with inventory management by stocking, cleaning and organizing the facility to maintain order

● Documented conversations with customers to track requests, problems and solutions

● Assisted customers in making payments on accounts and setting up payment plans

● Fielded customer complaints and queries, fast-tracking them for problem resolution

● Answered [50]+ inbound calls per day and directed to individuals or departments

● De-escalated problematic customer concerns, maintaining calm, friendly demeanor

● Reviewed customer account information to determine current issues and potential solutions

● Scheduled and confirmed appointments

● Answered telephones and directed calls to appropriate staff members.

● Documented conversations with customers to track requests, problems and solutions

● Fielded customer complaints and queries, fast-tracking them for problem resolution

Informed customers about all product lines and services offered by the company.