· Exceed call volume expectations by handling an average of 250 calls per month (above the 240-call target) while delivering world-class customer support through various channels (phone, chat, email).· Maintain an ISAT score of 95%, significantly above the 85% standard, demonstrating strong troubleshooting and customer satisfaction skills.· Close 75% of cases, surpassing the 64% expectation, by effectively resolving customer issues with speed and accuracy.· Document and manage each interaction in Salesforce, ensuring detailed case tracking and management to drive quick and thorough case resolution.· Efficiently assist customers with an average call time of 22 minutes, optimizing productivity in a fast-paced, metrics-driven environment.· Proactively engage in ongoing product and process training, continuously improving performance and adapting to new tools and procedures.

· Spearheaded the attraction, hiring, and development of top talent, cultivating a high-performance culture within the team.· Provided comprehensive teaching, coaching, and training sessions to enhance the selling potential and overall success of all associates.· Demonstrated effective leadership by driving high-performance standards, setting clear expectations, and establishing result-oriented goals.· Reinforced accountability measures and maintained a focus on delivering emotionally engaging customer experiences to build a highly satisfied and loyal customer base.· Managed sales floor coverage to meet payroll targets while ensuring a dedicated focus on sales activities.· Implemented and sustained magazine direction to optimize business strategies and bring the product story to life.· Collaborated with the sales leadership team to support action plans, optimize results, and ensure the effective execution of operational activities.· Upheld adherence to policies and procedures, ensuring consistency in daily operations.· Integrated Asset Protection and safety messages into daily operations to create a secure and compliant work environment.

· Managed and nurtured a team of 4+ full-time associates and 30+ part-time associates, fostering an environment that encourages curiosity, innovation, and critical thinking skills· Promoted an atmosphere of continuous learning, empowering team members to leverage their leadership and analytical abilities· Analyzed business insights for trends and KPI opportunities, adapted a customer-first mindset which resulted in store sales outperforming traffic by 20% within a time period of 6 months· Optimized the stores inventory management procedures and elevated the customer experience, culminating in successful graduation from the loss prevention program and decreasing the stores loss by 15% while maintaining a conversion rate of 18% or higher· Upheld and integrated company values and leadership standards, cultivating an environment of cohesion and excellence within the store· Spearheaded impactful initiatives to enhance inclusion and diversity throughout the district, underscoring commitment to a diverse and harmonious work culture· Actively served as a knowledgeable resource and mentor to emerging store leaders within the district, providing guidance and insights to foster professional growth

· Managed and directed a diverse team of 40+ associates, delegated task to adapt to the needs of the business · Utilized data-driven insights to drive sales growth while promoting expectational customer service, resulting in consistently meeting daily sales goals and surpassing quarterly sales projections· Strategically planned weekly associate schedules to provide thorough coverage that met the needs of dynamic business trends week over week· Developed a thoughtful approach to enhance store visual presentations improving stores aesthetics that influence customer shopping patterns· Created a strategic approach to enhance store visuals and aesthetics, influencing customer shopping patterns· Pioneered candidate recruitment for part-time positions, conducting interviews to identify and hire top talent· Introduced a comprehensive training framework that raised the performance of part-time associates, driving efficient time management, a 23% average conversion rate, and consistent weekly improvements in key performance indicators

· Assist the children in learning crafts, athletics, games, and teamwork. · Perform various duties involving the issuance, receipt, storage and inventory of recreational equipment, games, crafts supplies, and also involving light clerical duties. · Work with the public by providing great customer service while administrating various special events, youth, and adult programming.· Oversee and assist in maintaining Parks and Recreation facilities, and perform any other duties assigned.

· Delivered exceptional customer service to drive revenue· Consistently networked to meet financial and credit card goals· Built client relationships to enhance brand loyalty· Adhered to merchandise processing standards during shipment, maintaining an organized workspace.· Planned and coordinated client shopping events· Ensured sales floor presentation and organization standards were maintained

· Serve as a mentor/coach for students that are different ages from 5 – 14 years old at camps and after school programs. · Provide training in athletic skills and teach the importance of good nutrition to students. · Promote PEAR Core Values of the importance of good character through literature, games, and activities. · Support the ‘Sports of Sorts’ motto where athletic skills are taught in a non-threatening atmosphere. · Coordinate games and athletic activities for memorable fun and learning for the children.

· Responsible for stockroom organization and shipment processing· Supervised and motivated stock associates, and delegated tasks to ensure stockroom operations ran smoothly· Maintained merchandise flow and presentation standards throughout the store and stockroom· Supervised the sales floor while efficiently processing transactions for customers

· Replenished merchandise on the sales floor while maintaining visual presentation standards. · Assisted on the sales floor, providing customer service.· Coordinate games and athletic activities for memorable fun and learning for the children