• Manage and motivate team members to provide excellent customer service, drive sales goals, and ensure profitability targets are met. • Lead omni-sales programs, leverage technology effectively, and champion high-tech solutions to enhance customer experience. • Oversee execution of national and store-level events, including author and kids events. • Manage inventory processes, returns, and partner on visual merchandising assessments. • Responsible for opening the store, managing the sales floor, and ensuring compliance. • Resolved 100+ customer inquiries weekly with a 95% satisfaction rate through effective communication and product knowledge.

• Customer Inquiries: Handled customer calls and questions.• Cashiering & Refunds: Managed cash, cheque, and charge payments, processed refunds and managed chargebacks. • Damage Handling: Managed damaged orders and markdowns. • Special Order Processing: Handled special order changes and cancellations. • Inventory & Project Coordination: Organized and delivered in-stock items, coordinated with support centers and vendors regarding the orders.• Resolved complex customer issues at a rate of 50 inquiries per shift, ensuring seamless service.

• Customer Assistance: Greet customers and answer questions about merchandise, prices, brands, promotions, policies, events, and store locations. • Shipment Processing: Manage daily shipments and organize the warehouse, ensuring merchandise is received and processed.• Customer Service: Provide excellent service during refunds, exchanges, and purchases following company guidelines.• Fitting Room Assistance: Keep fitting room areas clean and organized, ensuring supplies are stocked and assisting customers. • Spearheaded merchandise floor replenishment, strategically arranging displays to enhance visual appeal and drive a 15% increase in sales within targeted departments.