Retail Customer Service Representative

SHARA T REID
3534 Delmastro Lane
Indianapolis, IN 46268
Phone (Day/Evening): (859) 882-0409
Email: shara3333@gmail.com
Citizenship: US Citizen

PROFILE
Energetic, customer focused, and self-motivated professional offering exceptional customer service, planning and organizational support. I am seeking a challenging career that will utilize my customer focused and organizational expertise.

SUMMARY OF QUALIFICATIONS
• Superior verbal and interpersonal communication skills with customers, co-workers and management
• Well-organized and highly efficient performance in a multi-task, fast paced environment
• Exercise independent judgment and decision-making abilities with a high level of confidentiality
• Advanced technical proficiency in operating multi-line phone systems, typing (45 wpm), scanners/copier, cash register, Microsoft Applications (PowerPoint, Excel, Word)

PROFESSIONAL EXPERIENCE

WALMART ​​​​​​​​​​
Support Manager ​​​​​​​​​Indianapolis, IN
Customer Service Manager​​​​​​​​8/2015-Present
Cashier (40+ hours per week)​​​​​​​​(317) 875-0273
Supervisor: Michael Gaskins (May be contacted)​ ​​​​
Salary: $32,000.00 (Per Year)
• Drive sales and financial performance in assigned area by demonstrating merchandise and products to customers
• Train store staff by reviewing and revising orientation to products and sales training materials; delivering training sessions; reviewing staff job results and learning needs with retail store manager; developing and implementing new product training
• Help customers by providing information; answering questions; obtaining merchandise requested; completing payment transactions
• Maintain a safe and clean store environment by developing and publishing evacuation routes; determining and documenting locations of potentially dangerous materials and chemicals
• Ensure compliance with Company policies and procedures
• Model, enforce, and provide direction and guidance to hourly Associates on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards
• Maintain inventory by checking merchandise to determine inventory levels; anticipating customer demand
• Participate in community outreach programs, and encourages and supports hourly Associates in serving as good members of the community
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Provide supervision and development opportunities for hourly Associates in assigned area
• Uphold the Company's Open Door Policy
• Engage customers in conversation using effective communication skills, such as direct eye contact and a smile to build a rapport based on trust and customer satisfaction
• Assist customers in locating products by understanding and familiarizing self with store layout
• Offer additional services such as carryout assistance
• Uphold state regulations during the sale of alcohol with no exceptions or violations
• Ensure correct check cashing, refund, and store charge procedures are followed
• Adhere to compliance on WIC, Electronic Benefits (EBT), alcohol and tobacco purchases
• Perform proper bagging techniques to ensure product safety which includes practicing food safety techniques by bagging food and non-food items separately, correct product placement, and other safety techniques demonstrated during cashier training

DIAL AMERICA
Customer Service Representative (40 hours per week) ​Indianapolis, IN
Supervisor: Miquel Cruz (May be contacted)​​​​​​2/15-6/2015
Salary: $18,000 (Per Year)​​​​​​​​(317) 308-4247
• Answer customer requests or inquiries concerning services, products, billing
• Deliver superior service by identifying and resolving customers’ product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Build a positive and sustainable rapport across a variety of personality types through open and interactive communication
• Continually maintain a working knowledge of clients’ products, services and promotions
• Put the customer first and remaining polite and professional at all times
• Document all customer information, communications and sales in CRM system
• Effectively manage large amounts of incoming calls
• Follow communication procedures, guidelines and policies

CITI TRENDS​Indianapolis, IN
Store Manager (40 hours per week)​​​​​​​7/14-2/15
Supervisor: Unknown (May not be contacted)​​​​​(317) 925-8216
Salary: $35,000.00 (Per Year)
• Complete store operational requirements by scheduling and assigning employees; following up on work results
• Maintain store staff by recruiting, selecting, orienting, and training employees
• Maintain store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
• Achieve financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
• Ensure availability of merchandise and services by approving contracts; maintaining inventories.
• Formulate pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
• Market merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
• Secure merchandise by implementing security systems and measures.
• Protect employees and customers by providing a safe and clean store environment.
• Maintain the stability and reputation of the store by complying with legal requirements.
• Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Maintain operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Contribute to team effort by accomplishing related results as needed.
• Provide direct assistance to customers, co-workers and peers
• Deliver efficient customer service, including anticipating customer needs, suggesting alternatives and problem solving with a minimal supervision
• Give assistance to the front end associates with cost checks
• Performs cashier services; handling large amounts of money daily, operating an automated cash register, process refunds, and conduct intercom announcements
• Follow appropriate procedures for handling goods
• Answer Customer and register calls quickly
• Provide outstanding Customer Service
• Remain well-informed regarding all areas of the store

MARSHALLS​Indianapolis, IN
Store Manager (40 hours per week)​​​​​​​3/13-6/14
Supervisor: Larry Fitz (May not be contacted)​​​​​(317) 899-1666
Salary: $25,000.00 (Per Year)
• Provide leadership, mentorship and guidance to the Customer Service team on day to day activities in support of corporate objectives
• Communicate company objectives, policies, procedures, and relevant information
• Work with the Customer Service Manager with overseeing the daily order entry and billing process
• Resolve escalated customer service issues
• Plan, assign and monitor work tasks for optimum team efficiency
• Develop solutions and assist in resolving customer and internal staff enquiries; update Customer Service Manager on issues.
• Address disciplinary and/or performance problems according to company policy by preparing warnings, communicating effectively with employees in regards to warnings and making effective/appropriate decisions relative to corrective action as required
• Maintain and foster relationships, promote alignment and communicate regularly with the other department owners including Outside Sales, Purchasing, Quote, Implementation and Quality
• Effectively communicate with employees and customers
• Participate in the hiring and onboarding processes for the Customer Service team
• Train new employees
• Engage in on-going evaluation of policies and procedures, and support the development and implementation of new efficiencies based upon assessments
• Supply sales, marketing and manufacturing managers daily, weekly, and monthly reports of sales activities, order entry activities, etc., so as to facilitate accurate decision making with respect to the business

KROGER​
Cashier
U Scan
Fuel Center Associate​Indianapolis, IN
Cashier (40 hours per week)​​​​​​​​5/07-12/10
Supervisor: Jamie Holt (May be contacted)​​​​​​(317) 347-8480
Salary: $18,000.00 (Per Year)
• Observe all store rules and company policies; comply with safety policies and procedures
• Maintain a neat, well-groomed personal appearance at all times and observe company dress regulations
• Observe shift operating hours at all times as scheduled or assigned by the store director
• Adhere to all local, state and federal health and civil code regulations
• Clean check stands daily
• Count cash drawer (i.e., perform a cash audit of the contents in assigned cash drawer at both the "start" and "end" of the actual work shift)
• Add up or record the purchases of a customer into a cash register efficiently and accurately
• Knowledgeable in and able to recognize or differentiate between all of the various types of produce merchandise carried in the store including differences between varieties of similar classes of products (e.g., apples, lettuces, etc.)
• Assist customers with bulk products that they may have difficulty in handling
• Collect money in the form of cash or checks from customers and tender accurate change in accordance with company policies and procedures.
• Process all of the various types of sales transactions accepted by the store including but not necessarily limited to authorized Accounts Receivable sales, EFT transactions, WIC Coupons, Food Stamps, manufacturers' coupons, gift certificates, etc. in strict accordance with established company policies and procedures including full compliance with any legal requirements or regulations governing same
• Bag or package merchandise according to established company policies and procedures
• Handle damaged or spoiled products and return‑to‑stocks ("go‑backs") according to company policy
• Greet all customers and provide them with prompt and courteous service or assistance
• Adhere to monetary transactions as stipulated by company cash handling procedures
• Verify all customer IDs presented and observe store policies pertaining to the acceptance of checks and the sale of alcoholic beverages
• Notify management promptly of any irregularities or discrepancies in the operating results of any applicable work shift if cash variations exceed $5.00 (or the level that has been established by management for your particular store or location)
• Record on designated forms any price discrepancies and/or any "not on file" items that are encountered on electronic point‑of‑sale terminals or computers; request price checks promptly on any such items according to company policy
• Maintain general housekeeping and sanitation standards in compliance with store policy and state and local health regulations on a regular, ongoing basis
• Assist in keeping all checkout, sales and storage areas clean, clear and in good order
• Use and maintain equipment in good working order and report any problems or malfunctions immediately to your supervisor
• Adhere to company policy pertaining to excessive cash in registers and perform cash pickups in accordance with such policy
• Observe security standards by staying alert and being aware of customer actions and behavior; report to manager or security any abnormal behavior
• Secure register at all times when leaving it unattended; protect company assets at all times
• Assist in training associates and co‑workers
• Maintain good communications in the department and throughout the organization
• Notify department manager of personnel situations or policy violations affecting store operating performance or of situations requiring disciplinary action or that may potentially require such action


EDUCATION
Ivy Tech Community College​
Indianapolis, IN 46208​​​Liberal Studies​​​2001 - 2002

Broad Ripple High School
Broad Ripple, IN 46220​​​Liberal Arts​​​Diploma: 1995

REFERENCES
Available Upon Request
  • ID#: 119448
  • Location: Lexington, KY , 40517

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