Shannon Wallace
Auckland
Summary
Proven leader with extensive experience in customer service management and store operations, notably at Super Liquor Ngongotaha. Excelled in enhancing customer satisfaction and loyalty through effective problem-solving and outstanding communication. Skilled in inventory management and staff training, achieving significant improvements in store efficiency and team performance. Demonstrates a blend of exceptional multitasking abilities and a positive, friendly demeanor. Proficient Store Manager dedicated to hiring top-notch sales associates and maintaining smooth, efficient and highly successful store operations. Organized and effective at encouraging staff cooperation and productivity to meet and exceed objectives. Born leader and analytical problem-solver with proven team building and management success. High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.
Overview
12
12
years of professional experience
Work History
Store Manager
Super Liquor Ngongotaha
01.2010 - 06.2012
- 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.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Hairstylist's Assistant
House Of Elliot
04.2007 - 09.2009
- Prepared clients for hair cuts and styles with soothing shampoo work.
- Answered telephone calls to provide information and schedule new appointments.
- Recommended products for clients based on individual needs.
- Checked in with clients to confirm comfort throughout appointments and services.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Increased client satisfaction by providing excellent customer service.
- Assisted hair stylists with colorwork by applying base colors and toners.
- Minimized infection risks by using required solutions and procedures to clean and sanitize tools.
Customer Service Supervisor
Phoenix Freight
01.2001 - 10.2004
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Representative
Eagle Global Logistics
04.2000 - 01.2001
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Western Heights High School
Rotorua, NZ12.1999
Skills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Training and mentoring
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Inventory Management
- Store Merchandising
- Cash Management
- Shift Scheduling
Timeline
Store Manager
Super Liquor Ngongotaha
01.2010 - 06.2012
Hairstylist's Assistant
House Of Elliot
04.2007 - 09.2009
Customer Service Supervisor
Phoenix Freight
01.2001 - 10.2004
Customer Service Representative
Eagle Global Logistics
04.2000 - 01.2001
High School Diploma -
Western Heights High School
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