Zanequa Whidbee
Elizabeth City,NC
Summary
Dynamic Team Lead Manager with a proven track record at Walmart, excelling in conflict resolution and customer focus. Enhanced team productivity through effective coaching and mentoring, while achieving high customer satisfaction rates. Skilled in inventory management and process improvement, driving operational excellence and fostering a collaborative work environment.
Overview
10
10
years of professional experience
Work History
Team Lead Manager
Walmart
12.2023 - Current
Customer Service Desk Associate
Walmart
08.2021 - 12.2023
- Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Streamlined call response times for improved efficiency and better customer experience.
- Improved overall service desk performance by regularly reviewing calls and providing constructive feedback to colleagues.
- Assisted customers in finding suitable products, leading to increased sales and repeat business.
- Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
- Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Team Leader Manager
Walmart
08.2020 - 08.2021
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
Department Manager
Walmart.com
11.2015 - 08.2020
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
- Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
- Increased customer satisfaction with proactive issue resolution strategies.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Sales Associate
Walmart
04.2015 - 11.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandiser
- Built relationships with customers to encourage repeat business.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Perquimans County High School
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Team Lead Manager
Walmart
12.2023 - Current
Customer Service Desk Associate
Walmart
08.2021 - 12.2023
Team Leader Manager
Walmart
08.2020 - 08.2021
Department Manager
Walmart.com
11.2015 - 08.2020
Sales Associate
Walmart
04.2015 - 11.2015
Perquimans County High School