Elizabeth Hart
Louisville
Summary
Dynamic Support Lead at FiveBelow with proven leadership and customer service skills. Enhanced team performance through effective training and creative merchandising strategies, driving sales growth. Adept at problem-solving and fostering collaboration, I consistently improved customer satisfaction and operational efficiency while managing diverse teams and complex issues.
Overview
10
10
years of professional experience
Work History
Support Lead
FiveBelow
07.2024 - Current
- Ensures all crew members are Wowing the Customer through personal contact with customers. Trains the crew on the B.E.S.T. customer service experience; ensuring that each guest has a fast, friendly check out experience.
- Creating fun seasonal ideas and or activities for our crew members and for our customers.
- Helps oversee the daily activities of all store associates, ensuring they are performing their duties effectively and providing excellent customer service.
- Assists with the receiving, unpacking, and organizing of new stock to ensure items are quickly and efficiently placed on the sales floor
- Acts as Manager on Duty when needed, taking full responsibility for store operations, staff management, customer service, and addressing any urgent issues.
- Manages the entire process of opening or closing the store, which includes securing cash, locking doors, setting alarms, and ensuring everything is in place for a smooth daily operation.
- Supports the onboarding and ongoing training of associates, helping them learn store policies, product knowledge, and operational procedures to improve their performance.
- Drives store sales and controls expenses: Actively seeks ways to boost sales by optimizing merchandising, staff performance, and customer service.
- Partners with the entire store leadership team in merchandising procedures and World Recovery.
- Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
- Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
- Improved customer satisfaction by addressing and resolving support issues in a timely manner.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Using excellent verbal and written communication skills
- Multitasking with work, customers, resolving issues, etc.
- Incorporating creative thinking when merchandising, upselling, finding faster was to put out freight, ways to advertise our products, ways to have fun with our crew members, etc.
- Ability to maintain composure under pressure
- Operating cash registers
- Frequently moving merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet
- Frequently ascend/descend ladders in order to retrieve and put away stock
- Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
- Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations
- Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise
- Work a flexible schedule to meet the needs of the business.
- Identifying emails and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures
- Remains in a stationary, upright position for 80% of the time.
Warehouse Associate/waterspider/clean Decant/
Amazon
07.2023 - 07.2023
- Warehouse Associate
- Lift up to 49 pounds
- Push utility carts up to 60 pounds
- Stand, walk, push, pull, squat, bend, and reach during shifts.
- Use carts, dollies, and other gear to move items around.
- Adhere to strict safety, quality, and fulfillment production standards
- Water Spider
- Ability to walk for long hours while doing heavy work.
- Communicating with the associates in my line to make sure they have what they need.
- Keeping the line clean and organized.
- Stock replenishment, bringing work to all the stationed workers in my line.
- Ensuring workstations are fully stocked, making sure all associates have what they need to do their work.
- Moving products using a jack pallet, from the inbound area to the stow department.
- Helping to keep packing supplies stocked at each station.
- Stacking totes, wrapping up the finished work, then moving it to its designated area.
- Unloading trucks, organizing boxes to their proper location.
Retail Sales Associate Cashier
Kohl's
08.2015 - 11.2015
- Collaborated with team members to achieve sales targets, demonstrating teamwork and goal orientation.
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Operated cash register to record transactions accurately and efficiently.
- Processed transactions quickly, ensuring customer satisfaction and smooth checkout experience.
- Performed cash, card, and check transactions to complete customer purchases.
- Greeted customers upon entry, creating positive first impression and fostering loyalty.
- Assisted customers by answering questions and fulfilling requests.
- Resolved customer complaints with empathy and professionalism, improving store reputation.
- Provided expert product knowledge to customers, guiding them towards suitable purchases that met their needs.
- Conducted price checks for customers, leading to transparent and trustworthy shopping experience.
- Helped customers complete purchases, locate items, and join reward programs.
- Increased sales through effective up-selling and cross-selling techniques.
- Encouraged customers to make additional purchases by highlighting current deals.
- Handled returns and exchanges, resolving customer issues promptly and professionally.
- Contributed to loss prevention efforts by monitoring suspicious activity and reporting concerns promptly.
- Performed end-of-shift closing procedures according to store policies, maintaining accurate counts and receipt records.
Education
High School Diploma -
Rock Creek Community Academy
Sellersburg, IN05.2015
Skills
- Leadership
- Team management
- Merchandising
- Escalation handling/ issue resolution
- Feedback management
- Customer service
- Product knowledge in helping sales
- Customer engagement
- Marketing and advertising
- Office work
- Data entry
- Recordkeeping skills
- Training and coaching
- Hardware troubleshooting
- Computer skills
- Mathematic skills
- Activity planning
- Security protocols
- Telecommunications
- Incident management
- Active listening
- Multitasking
- Teamwork and collaboration
- Problem-solving
- Time management
- Public speaking
- Presentation skills
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Reliability
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Friendly and patient
- Task prioritization
- Team building and collaboration
- Self motivation
- Goal setting
- Customer communication and empathy
- Janitorial
- Loss prevention
- POS(point of sale)
- Fast skills learner
- Shelf training skills
- Operations management
- Creative thinking
- Ability to lift heavy work 50lbs
Timeline
Support Lead
FiveBelow
07.2024 - Current
Warehouse Associate/waterspider/clean Decant/
Amazon
07.2023 - 07.2023
Retail Sales Associate Cashier
Kohl's
08.2015 - 11.2015
High School Diploma -
Rock Creek Community Academy
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