Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Matthews

Marietta

Summary

Dynamic Floral Department Manager at Kroger with expertise in floral design and customer service. Achieved increased sales revenue through effective merchandising and implemented a successful customer loyalty program. Skilled in delegation and inventory management, fostering a positive team environment while enhancing customer satisfaction with tailored floral arrangements.

Overview

7
7
years of professional experience

Work History

Floral Department Manager

Kroger
04.2021 - Current
  • Assisted in arranging floral displays to enhance visual appeal and customer engagement.
  • Learned inventory management systems to track flower stock levels and reorder supplies efficiently.
  • Supported team members during peak sales periods, ensuring timely service and product availability.
  • Developed knowledge of various flower types and care techniques to provide accurate customer assistance.
  • Contributed to maintaining cleanliness and organization within the floral department workspace.
  • Engaged with customers to understand their needs and recommend suitable floral arrangements for occasions.
  • Participated in team meetings to discuss product offerings and suggest improvements based on customer feedback.
  • Adapted quickly to changing priorities during busy events while maintaining quality standards in floral arrangements.
  • Optimized workflow within the department by utilizing appropriate task delegation methods amongst team members.
  • Maintained a clean, well-organized workspace that facilitated efficient operations and contributed to an inviting atmosphere for customers.
  • Implemented a successful customer loyalty program that resulted in increased repeat business from satisfied clients.
  • Mentored junior staff members, providing guidance on best practices in floral design, customer service, and sales techniques.
  • Increased sales revenue by implementing effective merchandising techniques and seasonal promotions within the floral department.
  • Delivered exceptional customer service by handling inquiries promptly while effectively addressing concerns or complaints when necessary.
  • Maintained strict adherence to health and safety guidelines throughout daily operations, ensuring a safe environment for both employees and customers.
  • Fostered a culture of continuous improvement by encouraging team members to share ideas and suggestions for enhancing department performance.
  • Boosted employee morale by fostering a positive work environment with open communication channels between management and staff.
  • Managed inventory levels, ensuring optimal stock availability while minimizing waste through efficient ordering and rotation practices.
  • Ensured visual consistency across all displays within the department by adhering to company branding standards.
  • Enhanced customer satisfaction by creating visually appealing and innovative floral arrangements tailored to their preferences.
  • Inventoried plants and flower care supplies and ordered more.
  • Trained employees on customer order taking and basic floral arranging.
  • Decreased shrink by Number% through close monitoring of department.
  • Worked closely with clients to understand their needs and design flower arrangements that perfectly match their vision.
  • Collaborated closely with customers to create unique designs for bouquets, wreaths, and gifts.
  • Quoted, generated, and processed customer orders to meet specifications and various occasions.
  • Drove customer satisfaction by providing recommendations for greenery and flower pairings.
  • Maintained thorough knowledge of needs, characteristics, and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.

Customer Service Representative

Home Depot
05.2020 - 04.2021
  • Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
  • Utilized CRM software to track customer interactions and manage follow-ups effectively.
  • Provided product information and support, ensuring accurate representation of services offered.
  • Collaborated with team members to streamline processes, improving service delivery timelines.
  • Adapted quickly to changing situations and customer needs, demonstrating flexibility under pressure.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.

Front End Supervisor

Kroger
08.2018 - 05.2020
  • Supervised front-end operations, ensuring optimal customer service and efficient workflow.
  • Trained and mentored staff on best practices for checkout procedures and customer interaction.
  • Implemented process improvements that enhanced operational efficiency and reduced transaction times.
  • Managed scheduling and staffing to align with peak business hours, optimizing resource allocation.
  • Handled customer inquiries and resolved issues promptly, maintaining high satisfaction levels.
  • Monitored cash handling procedures to ensure accuracy and compliance with company policies.
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Promoted a safe working environment by enforcing safety guidelines among team members consistently.
  • Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
  • Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
  • Participated in regular meetings with upper management to discuss front-end performance metrics.
  • Increased employee retention by fostering a positive work environment and providing ongoing support to team members.
  • Led by example in customer interactions, setting high standard for service that team members followed.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.

Education

Associate Degree In Nursing - Nursing

Chattahoochee Technical College
Marietta, GA

Skills

  • Floral design expertise
  • Delegation
  • Product inventories
  • Customer service

Timeline

Floral Department Manager

Kroger
04.2021 - Current

Customer Service Representative

Home Depot
05.2020 - 04.2021

Front End Supervisor

Kroger
08.2018 - 05.2020

Associate Degree In Nursing - Nursing

Chattahoochee Technical College

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Melissa Matthews