Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Wendy Harper

Fairfield,Texas

Summary

Studious worker] offering 30 years of extensive experience in customer service and event planning. Top-tier skills in business and operations management. Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities.

Overview

11
11
years of professional experience

Work History

Operations Customer Service Manager

Walmart
07.2015 - 06.2022
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Promoted positive customer experience through day-to-day supervision and management of retail facility.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Provided exceptional customer service to customers, increasing customer loyalty
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Event Coordinator/Operations Supervisor

MCCS Camp Lejeune
01.2012 - 08.2014
  • Oversaw event happenings in progress, answered guest questions, acted quickly to resolve problems and trained and supported 100 team members and volunteers.
  • Researched vendors and locations, liaised between event staff and facilities and arranged teams to coordinate event setup and teardown.
  • Developed and maintained year-round calendar of events, raised brand awareness and drove organic engagement with consumers and partners.
  • Established clear objectives and goals for each event, drove execution toward goals and measured and monitored results to track impact.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Managed event logistics and operations
  • Arranged availability of audio-visual equipment, transportation and displays for various types of events
  • Reviewed event bills to confirm accuracy and approve payment
  • Evaluated and selected service providers and vendors according to customer requirements
  • Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues
  • Created and maintained event expenditures, budgets and timelines in job-related software
  • Coordinated florists, photographers and musicians during for events
  • Performed event coordination for larger parties and gatherings
  • Communicated with catering, lighting and sound companies to obtain price quotes
  • Consulted with customers to determine objectives and requirements for events
  • Inspected event facilities to confirm conformance to customer requirements
  • Coordinated schedules and timelines for events
  • Designed and implemented efforts to publicize events and promote sponsorships
  • Developed post-event reports to determine effectiveness of each event
  • Managed administrative logistics of events planning, event booking and event promotions
  • Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization and rehearsal, ceremonies and receptions

Retail Assistant Manager

Navy Exchange
04.2010 - 01.2012
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Upheld company customer service standards to provide customers with outstanding service and friendly environment.
  • Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
  • Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
  • Successfully drove new product lines to increase annual profits by 3%.
  • Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience
  • Trained employees in suggested selling and merchandising techniques to meet sales quotas
  • Supported retail manager by identifying and leveraging partnerships that benefited community and store
  • Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels
  • Maintained exceptionally clean, customer-friendly and well-run uniform department
  • Controlled operational compliance, safety and business standards to maximize efficiency and comply with corporate policy
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
  • Identified and communicated customer needs to supply chain capacity and quality teams
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
  • Set aggressive targets for employees to drive company success and strengthen motivation
  • Supervised site investigations, reported issues and escalated those that required further assistance
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Established team priorities, maintained schedules and monitored performance
  • Launched quality assurance practices for each phase of development
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers

Education

High School Diploma -

SANTANA HIGH
WALNUT CA
06.1993

Skills

  • Focus and Follow-Through
  • Professional Relationships
  • Team Goals
  • Financial Statement Review
  • Performance Monitoring and Evaluation
  • Human Resources Oversight
  • Sales Promotion
  • Inventory Accuracy
  • Customer Service and Assistance
  • Delivery Schedules
  • Stock Control
  • Desktops, Laptops and Mobile Devices
  • POS Terminal Operations

Accomplishments

  • Supervised team of 100 staff members.

Timeline

Operations Customer Service Manager

Walmart
07.2015 - 06.2022

Event Coordinator/Operations Supervisor

MCCS Camp Lejeune
01.2012 - 08.2014

Retail Assistant Manager

Navy Exchange
04.2010 - 01.2012

High School Diploma -

SANTANA HIGH

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Wendy Harper