Shannon Freeman
Virginia Beach
Summary
Accomplished Store Manager and Customer Service Specialist with a proven track record at Frito Lay and Seven Eleven, enhancing customer satisfaction and store profitability through expert complaint resolution and innovative merchandising strategies. Skilled in critical thinking and staff training, adept at fostering positive client relations and executing cost-saving measures.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist/Merchandiser Coordinator
Frito Lay
05.2023 - Current
- Ensured product was ordered, stocked, and rotated properly to reduce waste and maintain product quality.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Store Manager
Seven Eleven
12.2012 - 04.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
Education
High School Diploma -
Green Run High School
Virginia Beach, VA 05.2001 -
Skills
Customer Service
Good communication skills
Complaint resolution
Customer Relations
Excellent written and oral communication
Problem Resolution
Telephone Etiquette
Conflict Mediation
Critical Thinking
Active Listening
Multi-tasking
Staff Training
Timeline
Customer Service Specialist/Merchandiser Coordinator
Frito Lay
05.2023 - Current
Store Manager
Seven Eleven
12.2012 - 04.2023
High School Diploma -
Green Run High School
05.2001 -
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