Wendy Johnson
Alexandria,LA
Summary
Accomplished Senior Assistant Manager with a proven track record at Kirkland's Home Decor, enhancing operational efficiency and customer satisfaction. Expert in staff training and development, combined with exceptional problem-solving skills, led to significant improvements in team performance and service standards. Skilled in CRM and team leadership, consistently achieving company goals. Professional sales-focused manager with 4 years of management experience in diverse fields. Proven history of building relationships with satisfied customers. Equally skilled as management leader and meticulous number cruncher focused on overall operational performance.
Overview
4
4
years of professional experience
Work History
Senior Assistant Manager
Kirkland's Home Decor
01.2023 - Current
- Led a team of junior assistants, ensuring efficient task completion and professional development.
- Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
- Mentored junior staff members to enhance their skills, promoting growth within the company.
- Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
- Facilitated seamless employee training programs that resulted in higher retention rates and increased job satisfaction among new hires.
- Supported senior management by providing data-driven insights for strategic decision-making processes.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Developed and implemented strategies for continuous improvement, resulting in increased operational effectiveness.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Delivered top-notch customer service by addressing concerns promptly and maintaining open lines of communication with clients.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Coordinated staff schedules to ensure adequate coverage during peak times while minimizing overtime expenses.
- Enhanced customer satisfaction through timely issue resolution and proactive communication.
- Participated in industry conferences to stay current with market trends, applying newfound knowledge to improve company practices effectively.
- Generated repeat business through exceptional customer service.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Manager
Office Depot Inc
03.2022 - 01.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Education
High School Diploma -
Pitkin High School
Pitkin, LA05.1997
Skills
- Store Cleaning
- Staff Training and Development
- Customer Relationship Management
- Operations Management
- Staff Scheduling
- Team motivation
- Money Handling
- Customer Relations
- Inventory Control
- Product and service knowledge
- Recruitment and hiring
- Staff Management
- Workload Management
- Task Delegation
- Staff Supervision
- Policy Enforcement
- Customer rapport
- Recruiting and interviewing
- Project Management
- Sales Reporting
- Sales Strategies
- Employee Scheduling
- Retail Operations
- Customer Relationship Management (CRM)
- Employee performance evaluation
- Orientation and training
- Performance reviewing
- Retail Operations Management
- Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Multitasking
- Reliability
- Excellent Communication
- Computer Skills
- Organizational Skills
- Team Collaboration
- Team Leadership
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Problem Resolution
- Relationship Building
- Team building
- Professional and Courteous
- Work Planning and Prioritization
- Scheduling and Coordinating
- Self Motivation
- Managing Operations and Efficiency
- Hiring and Training
- Training and Development
- Team Development
- Good Judgment
- Staff Training
- Schedule Management
- MS Office
Timeline
Senior Assistant Manager
Kirkland's Home Decor
01.2023 - Current
Customer Service Manager
Office Depot Inc
03.2022 - 01.2023
High School Diploma -
Pitkin High School
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