SONYA SMARR
EAST POINT
Summary
Dynamic leader with a proven track record s, enhancing team productivity and customer satisfaction through effective problem-solving and team leadership. Skilled in inventory management and fostering employee development, I significantly increased engagement and streamlined operations. Expert in balancing strategic oversight with hands-on support. Results-oriented professional with experience in retail management, customer service and inventory control. Demonstrated ability to lead teams, maximize customer satisfaction and increase store profits. Adept at problem-solving and developing successful strategies to exceed goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Store Supervisor
Duty Free Americas
05.2024 - Current
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Conducted inventory analysis to determine optimal stock levels.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
Operations Supervisor
Home Depot
09.2021 - 01.2024
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- ● Interviewing and hiring new associates
Customer Service Supervisor
Computer Generated Solutions Inc.
12.2019 - 09.2021
- 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.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Business Government Customer Operation Supervisor
Verizon Wireless
10.2004 - 03.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Trained/Supervisor all new hire classes from 2012-2016 on all classroom material.
- Interview and conduct terminations
- Conducts regular deep dive sessions of BGCO Call Centers and the Strategic Partner Channels. Acts upon employee and customer feedback quickly to build process improvements and closes feedback loops. Uses sessions to monitor successful implementation and consistency of Customer Experience strategy.
Education
Associate of Applied Science - Business Communications
Southeastern Academy
Kississmee, Fl02.1990
High School Diploma -
Tri-Cities High School
East Point, GA06.1989
Skills
- Inventory Management
- Customer Service
- Staff Supervision
- Multitasking and Organization
- Store Opening and Closing
- Sales Strategies
- Operations Management
- Problem-Solving
- Documentation And Reporting
- Team Building and Leadership
- Employee Training
- Loss Prevention
- Conflict Resolution
- Friendly and Positive
- Employee Management
- Cash Management
- Policies and Procedures
- Retail Merchandise Quality Standards
- Customer experience management
- Employee Development
- Team Leadership
- Team Development
- Employee Coaching
- Recruiting and Hiring
- Performance Assessment
- Performance Reviews
- Multitasking and Prioritizing
- Delegation and Supervision
- Handling Complaints
- Decision-Making
- Critical Thinking
- Performance monitoring
Certification
Project Management, Conflict Resolution, Leading Diverse Teams, Presentation Advantage, Quality Control, Risk Management, Leading Change, Diversity Awareness, Public Speaking, Business Acumen, Data Analysis, Diversity in the Workplace.
Timeline
Store Supervisor
Duty Free Americas
05.2024 - Current
Operations Supervisor
Home Depot
09.2021 - 01.2024
Customer Service Supervisor
Computer Generated Solutions Inc.
12.2019 - 09.2021
Business Government Customer Operation Supervisor
Verizon Wireless
10.2004 - 03.2019
Associate of Applied Science - Business Communications
Southeastern Academy
High School Diploma -
Tri-Cities High School
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