Uraina Johnson

• Created annual department budget, aligning with organization's financial and operational objectives.
• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
• Pitched in to complete various duties during peak periods or employee absences.
• Adhered to customer service standards to foster satisfaction and retention.
• Collaborated with customers to offer solutions to service needs.
• Motivated and supported employees to maintain low turnover.
• Hired and trained service department staff to drive performance.
• Created employee work schedules to keep shifts properly staffed.
• Guided department employees on changes from management.
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Created written estimates and obtained customer consent to proceed.
• Monitored employee performance through key metrics analysis.
• Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
• Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Produced thorough, accurate and timely reports of project activities.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Recruited and trained new employees to meet job requirements.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Reviewed completed work to verify consistency, quality and conformance.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Analyzed business performance data and forecasted business results for upper management.

Delivered excellent customer service by greeting and assisting each customer. Addressed customer inquiries and resolved complaints. Stocked and restocked inventory when shipments were received. Reorganized the sales floor to meet company demands. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Completed a series of training sessions to advance from Assistant Manager to Store Manager. Wrote order supply requests to replenish merchandise. Trained staff to deliver outstanding customer service. Addressed and corrected sales staff communication issues in a tactful and effective manner.