Shanquetta Jones
Bensenville
Summary
Focused retail store management professional versed in all aspects of running $1.8 million store, including opening and closing procedures, banking, merchandising and recruiting. Able to keep operations efficient, productive and on-track to consistently meet and exceed expectations. Sales expert with unparalleled communication and relationship-building abilities. I have a strong history of leading high-performance teams to meet and exceed sales, service and operational objectives. Diligent about monitoring shrinkage, managing records and keeping teams productive and motivated. Focused on driving revenue growth with proactive and strategic approaches. Reliable retail management professional with 8 years in sales and progressive leadership roles. Adept at coaching and encouraging staff toward advancement by leveraging enthusiastic and supportive attitude. Proactive in addressing operational concerns to streamline processes, boost customer engagement and leverage substantial marketing prowess to strengthen and expand revenue streams.
Overview
16
16
years of professional experience
Work History
Customer Care Representative 3
School Health
Rolling Meadows, IL
12.2020 - Current
- Optimize daily workflow efficiently by operating a multi-monitor workstation
- Resolved customer inquiries effectively, enhancing satisfaction and loyalty.
- Trained new team members on customer service protocols and software applications.
- Streamlined communication processes between departments to improve response times.
- Analyzed customer feedback to identify trends and recommend service improvements.
- My career progressed from a CCR 1 to a CCR 3
- Answering phone calls and responding to customers' emails
- Handles a high volume of calls and emails
Store Manager
Dollar Tree
Aurora, IL
05.2018 - 02.2020
- Process improvements Flexible schedule Sales professional
- Met budget targets by controlling expenses and eliminating wasteful behaviors. Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Secured store perimeter and enforced procedures to minimize losses and protect store assets.
- Processed shipments and maintained stock shelf organization.
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Hired, trained and managed team of 25 associates, including evaluating performance and enforcing disciplinary actions.
- Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility.
- Oversaw inventory management with cycle counts, audits and shrinkage control.
- Reduced process lags by effectively managing 25 employees for productivity and efficiency improvement.
- Completed series of training sessions to advance from Assistant Manager to Store Manager.
Assistant Store Manager
Dollar Tree
Aurora, IL
08.2013 - 03.2018
- Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
- Partnered with the store manager to develop and implement merchandising plans to guarantee profitability on weekly basis.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Encouraged professional growth and talent development in associates to increase performance in all areas.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results.
- Replenished merchandise, welcomed customers, responded to questions and maintained overall presentation of store.
- Collaborated with department heads to identify opportunities, develop timely solutions and create action plans.
- Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
- Completed frequent walk-through and directed team members to correct any issues impacting store appearance or professionalism.
- Processed credit and debit card payments and returned proper change for cash purchases. Led teams in planning, implementation and execution of merchandising and operating initiatives.
- Performed daily activities in timely manner, including managing housekeeping and inventory needs of store.
Cashier
Dollar Tree
Forest Park, IL
07.2010 - 06.2013
- Helped customers find specific products, answering questions and offering advice. Provided assistance with purchases, locating items and signing up for rewards programs. Read weekly sales inserts and monitored price changes.
- Drove sales and add-on purchases by promoting specific item options to customers. Wiped down counters and conveyor belt to remove debris and maintain cleanliness. Assisted managers with completing end-of-day counts and securing funds to prevent loss or theft.
- Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses.
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
- Troubleshot and resolved issues with cash registers, card scanners and printers. Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Learned roles of other departments to provide coverage and keep store operational. Worked closely with front-end staff to assist customers.
- Processed customer payments quickly and returned exact change and receipts.
- Trained new employees in cashiering procedures, offering assistance in resolving any issues.
- Trained new team members in cash register operation, stock procedures and customer service.
- Welcomed customers, offering assistance to help find necessary store items.
- Wrapped items and bagged purchases properly to prevent merchandise breakage. Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Education
High School Diploma -
Collins High School
Chicago, IL06-2008
Skills
- Store opening and closing procedures
- Store operations oversight
- Employee supervision and motivation
- Willing to learn and ask questions when unsure
- Acceptable problem-solving and decision-making ability
- Active listening, conflict resolution, client de-escalation, rapid problem solving, empathetic communication
- Works to build rapport with customers by maintaining a professional and courteous demeanor while actively listening to concerns and questions
- Strives to deliver solutions that align with customer expectations and company policies, while balancing efficiency and service quality
- Shows commitment by responding to inquiries promptly, managing customer expectations effectively, and seeking opportunities to strengthen customer satisfaction and loyalty
Accomplishments
- Career progressed from customer care 1
- Meets Quality metrics monthly
Timeline
Customer Care Representative 3
School Health
12.2020 - Current
Store Manager
Dollar Tree
05.2018 - 02.2020
Assistant Store Manager
Dollar Tree
08.2013 - 03.2018
Cashier
Dollar Tree
07.2010 - 06.2013
High School Diploma -
Collins High School