Victoria Morrell
Goose Creek,SC
Summary
Proven leader in customer service and operations management, excelling in roles at American Airlines and Blockbuster. Expert in reservation management and driving key metrics, with a knack for enhancing customer satisfaction and employee engagement. Skilled in data entry and fostering a culture of patience and tolerance, achieving an employee turnover improvement of 47%.
Overview
17
17
years of professional experience
Work History
Ticket Agent
American Airlines
05.2021 - Current
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.
- Provided exceptional service during high-pressure situations such as overbooked flights or severe weather events.
Car Rental Agent
Hertz Car Rental
07.2018 - 03.2020
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Streamlined the rental process with efficient use of car rental software programs and tools.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
- Educated customers on rental policies, procedures, and fees while maintaining excellent customer relations.
Store Supervisor
Lidl
09.2017 - 03.2018
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Trained new employees on customer service excellence, resulting in more efficient and effective team.
- Managed daily cash office procedures, and deposits.
Assistant Store Manager
Walmart
08.2014 - 09.2017
Store Manager/District Training Manager
Blockbuster
04.2007 - 01.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Responsible for driving key metrics/revenue, training and development of the district. • Assisting the District Manager in all levels of execution, regularly scheduled store visits to ensure quality of operations, consistency, and compliance with company procedures, and standards. • Overseeing the training and development of the staff at all levels including evaluating employees and providing developmental opportunities to increase retention of store employees. Improved employee turnover rate by 47%. • Assisted the Loss prevention team with District audits and Loss Prevention investigations. Consistently received audit scores above 95% Maintained shrink under .2% • Building and developing store teams to create a store environment where employees are actively engaged in meeting, and exceeding sales initiatives. Consistently in the top 5% of the comp
Education
Associate of Science - Criminal Justice
Trident Technical College
Charleston, SC05.2005
Associate of Science - Police Science/ Corrections/Forensics
Trident Technical College
Charleston, SC05.2005
Skills
- Patience and Tolerance
- Customer Service-Oriented
- Data Entry
- Travel industry knowledge
- Reservation Management
- Upselling abilities
Timeline
Ticket Agent
American Airlines
05.2021 - Current
Car Rental Agent
Hertz Car Rental
07.2018 - 03.2020
Store Supervisor
Lidl
09.2017 - 03.2018
Assistant Store Manager
Walmart
08.2014 - 09.2017
Store Manager/District Training Manager
Blockbuster
04.2007 - 01.2014
Associate of Science - Criminal Justice
Trident Technical College
Associate of Science - Police Science/ Corrections/Forensics
Trident Technical College
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