Vanessa Hoover
Kirtland,NM
Summary
Dynamic and results-driven professional with a proven track record at Brown's Shoe Fit Co., excelling in customer service. Expert in fostering team collaboration and delivering creative solutions to enhance retail management and support. Recognized for exceptional problem-solving skills and maintaining high standards under pressure, significantly boosting sales and customer satisfaction. Forklift Certified.
Overview
26
26
years of professional experience
Work History
Sales Lead
Brown's Shoe Fit Co.
2008.12 - 2023.08
- Trained, coached, and mentored new sales associates for maximum performance.
- Provided ongoing coaching to team members, fostering supportive environment that encouraged professional growth and skill development.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
- Increased sales and customer satisfaction through personalized servicing.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted customers with finding perfect shoe fit, enhancing their shopping experience.
- Achieved High Sales award for 5 years, 2011-2015, in 80 stores.
Showroom Builder
Ikea Usa
2006.02 - 2008.10
- Increased sales through showcasing expertly crafted pieces on salesroom floor.
- Maintained safe and clean workspace, ensuring adherence to industry safety standards and regulations.
- Used hand tools and production equipment to perform furniture assembly work and mastered blueprint reading to verify correct completion.
- Adhered to current health, safety and environmental policies and complied with quality and control standards for furniture assembly.
- Handled customer inquiries and suggestions courteously and professionally.
- Performed data entry and completed proper paperwork.
- Improved warehouse efficiency by skillfully operating forklifts to move, locate, and stack materials.
- Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
- Consistently lifted 50+ lbs of product to transport to building room to process build order.
Customer Service Representative II
Public Service Company Of New Mexico
2005.03 - 2006.01
- Customer service via phone.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Executed billing tasks and recorded information in company databases.
- Verified accuracy of billing data and corrected discrepancies.
- Approved and terminated customer contracts upon request.
Merchandise Manager
Oshman's Sporting Goods
2001.01 - 2004.11
- Maintained all merchandising standards in hard lines department of store.
- Managed daily operations efficiently, including opening and closing procedures, cash handling, preparing bank deposits, drafting sales reports, and scheduling employee's shifts.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Operated forklifts, pallet jacks, and waves, as needed.
- Motivated and mentored team leads to achieve high performance and job satisfaction.
- Enhanced visual presentation of products, driving customer engagement and boosting sales conversion rates.
- Assisted in recruitment process by interviewing potential candidates and providing input on hiring decisions.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
Assistant Manager
Just For Feet
1997.10 - 1999.12
- Management footwear department as well as inventory, shipping and receiving.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
Education
Certificate - Class "A" Commercial Driver's License Training
San Juan College
Farmington, NM05.2024
Bachelor of Arts - Liberal Arts With A Minor in Community Health
University of New Mexico
Albuquerque, NM05.2023
High School Diploma -
Aztec High School
Aztec, NM05.1993
High School -
Navajo Preparatory School
Farmington, NM05.1993
Skills
- Adherence to high customer service standards
- Problem-Solving
- Shipping and receiving
- Forklift Operations
- Warehouse Safety
- Creative solutions
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Cross-Functional Collaboration
- Retail store support
- Retail Management
Timeline
Sales Lead
Brown's Shoe Fit Co.
2008.12 - 2023.08
Showroom Builder
Ikea Usa
2006.02 - 2008.10
Customer Service Representative II
Public Service Company Of New Mexico
2005.03 - 2006.01
Merchandise Manager
Oshman's Sporting Goods
2001.01 - 2004.11
Assistant Manager
Just For Feet
1997.10 - 1999.12
Certificate - Class "A" Commercial Driver's License Training
San Juan College
Bachelor of Arts - Liberal Arts With A Minor in Community Health
University of New Mexico
High School Diploma -
Aztec High School
High School -
Navajo Preparatory School
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