Wendy Harper
Fairfield,Texas
Summary
Studious worker] offering 30 years of extensive experience in customer service and event planning. Top-tier skills in business and operations management. Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities.
Overview
11
11
years of professional experience
Work History
Operations Customer Service Manager
Walmart
Mexia, TX
07.2015 - 06.2022
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Promoted positive customer experience through day-to-day supervision and management of retail facility.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Provided exceptional customer service to customers, increasing customer loyalty
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Event Coordinator/Operations Supervisor
MCCS Camp Lejeune
NORTH CAROLINA
01.2012 - 08.2014
- Oversaw event happenings in progress, answered guest questions, acted quickly to resolve problems and trained and supported 100 team members and volunteers.
- Researched vendors and locations, liaised between event staff and facilities and arranged teams to coordinate event setup and teardown.
- Developed and maintained year-round calendar of events, raised brand awareness and drove organic engagement with consumers and partners.
- Established clear objectives and goals for each event, drove execution toward goals and measured and monitored results to track impact.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Managed event logistics and operations
- Arranged availability of audio-visual equipment, transportation and displays for various types of events
- Reviewed event bills to confirm accuracy and approve payment
- Evaluated and selected service providers and vendors according to customer requirements
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues
- Created and maintained event expenditures, budgets and timelines in job-related software
- Coordinated florists, photographers and musicians during for events
- Performed event coordination for larger parties and gatherings
- Communicated with catering, lighting and sound companies to obtain price quotes
- Consulted with customers to determine objectives and requirements for events
- Inspected event facilities to confirm conformance to customer requirements
- Coordinated schedules and timelines for events
- Designed and implemented efforts to publicize events and promote sponsorships
- Developed post-event reports to determine effectiveness of each event
- Managed administrative logistics of events planning, event booking and event promotions
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization and rehearsal, ceremonies and receptions
Retail Assistant Manager
Navy Exchange
Belle Chasse, LA
04.2010 - 01.2012
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Used POS system to process sales, returns, online orders and gift card activations.
- Approached browsing customers to initiate conversations to determine buying preferences.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Upheld company customer service standards to provide customers with outstanding service and friendly environment.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
- Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
- Successfully drove new product lines to increase annual profits by 3%.
- Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience
- Trained employees in suggested selling and merchandising techniques to meet sales quotas
- Supported retail manager by identifying and leveraging partnerships that benefited community and store
- Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels
- Maintained exceptionally clean, customer-friendly and well-run uniform department
- Controlled operational compliance, safety and business standards to maximize efficiency and comply with corporate policy
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Identified and communicated customer needs to supply chain capacity and quality teams
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Set aggressive targets for employees to drive company success and strengthen motivation
- Supervised site investigations, reported issues and escalated those that required further assistance
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Established team priorities, maintained schedules and monitored performance
- Launched quality assurance practices for each phase of development
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Education
High School Diploma -
SANTANA HIGH
WALNUT CA06.1993
Skills
- Focus and Follow-Through
- Professional Relationships
- Team Goals
- Financial Statement Review
- Performance Monitoring and Evaluation
- Human Resources Oversight
- Sales Promotion
- Inventory Accuracy
- Customer Service and Assistance
- Delivery Schedules
- Stock Control
- Desktops, Laptops and Mobile Devices
- POS Terminal Operations
Accomplishments
- Supervised team of 100 staff members.
Timeline
Operations Customer Service Manager
Walmart
07.2015 - 06.2022
Event Coordinator/Operations Supervisor
MCCS Camp Lejeune
01.2012 - 08.2014
Retail Assistant Manager
Navy Exchange
04.2010 - 01.2012
High School Diploma -
SANTANA HIGH