Shantae Quioro
McDonough
Summary
Dynamic and self-motivated professional with extensive experience in guest services, specializing in supervising sales, register operations, inventory control and enhancing customer relations. Proven ability to resolve complaints effectively, fostering a positive atmosphere and ensuring operational efficiency. Skilled in developing teams to promote sales and provide excellent customer service driving profitability and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Front End Team Lead
Walmart
Locust Grove
08.2023 - Current
- Supervise and coordinate front-end operations, including cashiering, customer service, and checkout procedures
- Trained, coached, and mentored front-end associates to enhance customer service, effectively resolve inquiries, and increase upselling.
- Ensure accuracy in cash handling, including balancing registers, processing payments, and verifying cashiers' transactions.
- Oversee compliance with company policies and procedures related to cash handling, returns, exchanges, and discounts
- Resolved customer complaints or escalations in a timely and professional manner, escalating issues to management.
- Stay updated on product offerings, promotions, and company policies to provide accurate information and assistance to customers
- Resolved customer inquiries and complaints with effective communication techniques.
- Assist with scheduling, staffing, and performance evaluations for front-end associates
- Monitored daily operations to ensure compliance with company policies and standards.
- Coordinated team schedules to ensure adequate coverage.
- Managed inventory levels and coordinated stock replenishment for optimal availability.
- Collaborated with management to develop sales strategies and coordinate promotional events, driving customer traffic.
- Supervised daily store operations, including opening and closing routines, inventory management, and shelf stocking, ensuring operational efficiency.
- Actively participated in sprint planning meetings to prioritize tasks for front-end developers.
Asset Protection Associate
Walmart
Locust Grove
05.2020 - 08.2023
- Monitored store premises through surveillance to detect and deter theft, fraud, and security threats, enhancing overall store safety
- Maintain a visible presence on the sales floor to deter suspicious activities and provide a sense of security for customers and employees
- Monitor and review security camera footage to identify potential security breaches or policy violations
- Respond to security incidents, alarms, and emergencies promptly and effectively, including coordinating with law enforcement when necessary
- Conduct internal investigations into theft, inventory discrepancies, and other security-related incidents, and document findings and resolutions
- Collaborated with store management and asset protection team to implement effective security measures and loss prevention strategies, fostering a secure shopping environment
- Enforce company policies and procedures related to asset protection, safety, and security, and educate employees on security awareness and best practices
- Assisted in inventory audits and shrinkage analysis to identify discrepancies and support loss prevention initiatives, contributing to improved inventory accuracy
- Complete incident reports, documentation, and evidence collection in compliance with legal and company requirements
- Researched current security trends and technologies to enhance effectiveness.
- Conducted regular audits of inventory to identify discrepancies and maintain accuracy.
- Trained team members on loss prevention techniques and safety procedures.
- Implemented security measures to safeguard assets and protect customers.
- Identified shoplifters and apprehended perpetrators according to company policies.
- Followed established safety protocols to ensure asset protection in the store.
Customer Service Manager
Walmart
Las Vegas
11.2019 - 05.2020
- Manage and supervise the customer service department, including hiring, training, scheduling, and coaching associates
- Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience
- Monitor and evaluate customer feedback, complaints, and inquiries, and take proactive measures to address issues and resolve concerns
- Ensure prompt and efficient handling of customer transactions, returns, refunds, and exchanges in compliance with company policies
- Coordinate with other departments, such as sales, operations, and logistics, to optimize customer service processes and workflow
- Conduct regular meetings and training sessions for customer service associates to improve service skills, product knowledge, and problem-solving abilities
- Analyze customer service metrics and performance data to identify areas for improvement and implement strategies for service enhancement
- Maintain a clean, organized, and welcoming customer service area, including managing queue lines, signage, and informational materials
- Stay updated on product offerings, promotions, and company initiatives to provide accurate and timely information to customers
- Foster a positive and supportive work environment for associates, promote teamwork, and recognize outstanding performance
- Resolved complex customer issues and escalated as needed.
Merchandise Reconciliation Associate
Walmart
Las Vegas
05.2019 - 11.2019
- Conduct daily inventory counts and reconcile discrepancies between physical inventory and system records
- Investigate and resolve inventory variances, including shortages, overages, and damaged merchandise
- Collaborate with department managers and associates to identify root causes of inventory discrepancies and implement corrective actions
- Utilize inventory management software and handheld devices to update inventory records and track stock movements
- Perform regular audits of high-value or high-demand merchandise to ensure accuracy and prevent losses
- Monitor and report on key inventory metrics, such as turnover rates, stock levels, and shrinkage trends
- Assist with receiving and processing merchandise shipments, including verifying quantities and checking for damaged or defective items
- Follow safety protocols and guidelines for handling merchandise and operating equipment
- Maintain cleanliness and organization of work areas, including stockrooms and inventory storage areas
- Completed paperwork related to inventory control accurately.
- Provided training and guidance to new staff members on inventory control procedures.
- Conducted regular inventory audits to ensure accuracy and compliance.
- Collaborated with warehouse teams to resolve inventory issues promptly.
- Audited receiving processes to verify that items received matched the supplier's invoice.
- Ensured compliance with safety regulations during physical inventories and cycle counting activities.
Customer Service Manager
Walmart
Las Vegas
04.2019 - 05.2019
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated employee job performance and motivated staff to improve productivity.
- Evaluated and authenticated returns, exchanges and voids.
- Delegated work to staff, setting priorities and goals.
- Facilitated team meetings to share best practices and updates.
- Implemented technology solutions to enhance customer engagement.
- Monitored service metrics and provided feedback for improvement.
- Collaborated with departments to improve service processes.
- Resolved complex customer issues and escalated as needed.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Merchandise Reconciliation Associate
Walmart
Las Vegas
12.2016 - 04.2019
- Managed merchandise inventory through detailed reconciliation processes.
- Analyzed discrepancies in stock levels and identified root causes.
- Utilized Excel and Walmart's internal systems for data tracking and reporting.
- Facilitated regular audits to ensure compliance with company standards.
- Developed training materials to guide new associates on reconciliation procedures.
- Coordinated with suppliers to address shipment discrepancies and delays.
- Maintained accurate records of merchandise transactions and adjustments.
- Ensured compliance with safety regulations when handling hazardous materials.
- Verified accuracy of merchandise invoices and packing slips.
- Collaborated with vendors to resolve any invoice disputes or discrepancies.
- Audited vendor invoices against purchase orders to verify pricing information.
- Investigated discrepancies between inventory reports and purchase orders.
- Analyzed price changes, discounts, and other adjustments to ensure accuracy of accounts payable.
- Processed returns, credits, and exchanges in accordance with company policy.
Overnight Stocker
Walmart
Las Vegas
12.2014 - 12.2016
- Unload trucks and receive merchandise deliveries in a timely manner
- Sort and organize merchandise based on department and stocking location
- Stock shelves, displays, and end caps with accuracy and attention to detail
- Ensure proper labeling, pricing, and signage for all productsMaintain cleanliness and orderliness of the backroom, aisles, and storage areas
- Assist customers and provide excellent customer service when needed
- Follow safety protocols and guidelines for handling merchandise and operating equipment
- Collaborate with team members and supervisors to achieve daily stocking goals
- Adhere to company policies and procedures, including attendance and punctuality standards
Education
Diploma -
Wear Valley High School
05-2008
Skills
- Customer service
- Customer Support
- Customer Relationship Management
- Sales
- Retention
- Cash handling
- Loss prevention
- Inventory Control
- Opening and closing procedures
- Supervising experience
- Team building
- Performance evaluation
- Vendor management
- Leadership Experience
- Leadership Training
- Leadership Development
- Employee motivation
- Time management
- Organizational Skills
- Problem solving
- Problem-solving skills
- Fraud prevention
- Budgeting and finance
- Administrative skills
- Computer literacy
- Communication skills
Accomplishments
- Shrink Buster Award - Walmart Q2, 2023
- Shrink Buster Award- Walmart Q3, 2022
Timeline
Front End Team Lead
Walmart
08.2023 - Current
Asset Protection Associate
Walmart
05.2020 - 08.2023
Customer Service Manager
Walmart
11.2019 - 05.2020
Merchandise Reconciliation Associate
Walmart
05.2019 - 11.2019
Customer Service Manager
Walmart
04.2019 - 05.2019
Merchandise Reconciliation Associate
Walmart
12.2016 - 04.2019
Overnight Stocker
Walmart
12.2014 - 12.2016
Diploma -
Wear Valley High School