Muskan M
Port Coquitlam
Summary
Dynamic retail professional with extensive experience at Walmart, excelling in customer service and merchandising strategies. Proven ability to motivate teams and enhance brand awareness, driving customer satisfaction and operational success. Skilled in analytical problem-solving, consistently improving processes and achieving key performance indicators. Passionate about creating exceptional shopping experiences.
Overview
3
3
years of professional experience
Work History
General Merchandise Department Manager
Walmart
12.2023 - Current
- Delivered exceptional customer service by greeting all customers warmly, assisting with product selection, offering personalized shopping advice, and resolving concerns in a timely and professional manner. Actively promoted products and services to enhance the customer experience and drive sales.
- Led a team of associates, delegating tasks and ensuring timely completion of key responsibilities, such as section work, capping bins, and stocking picks. Monitored progress and followed up to ensure optimal performance and the completion of Customer Availability Process tasks.
- Managed the execution of price changes, feature sets, and modular setups in the assigned area. Ensured accurate pricing, attractive product displays, and efficient merchandising to meet customer demand and maintain a visually appealing salesfloor.
- Oversaw the organization and cleanliness of the salesfloor, ensuring it was fully stocked, properly zoned, and accessible to customers. Assisted with recovery efforts and delegated tasks to ensure that merchandise was in top condition for customer browsing.
- Promoted a safe, clean, and hazard-free work environment by adhering to company policies and safety procedures. Completed safety sweep logs regularly and ensured that displays, fixtures, and aisles were free of debris and hazards, maintaining a pleasant shopping experience for customers.
- Ensured associates' breaks were taken according to store coverage requirements, balancing staffing levels with customer traffic to ensure high-quality service throughout the day.
- Played a key role in the training and development of associates, providing coaching, feedback, and guidance to help them improve their performance. Focused on building product knowledge, enhancing customer service skills, and ensuring associates adhered to company policies and procedures.
Lead Customer Service Manager
Walmart
04.2023 - 11.2023
- Spearheaded a high-performing customer service team, driving operational success through proactive coaching, motivation, and the development of team members to ensure optimal customer satisfaction.
- Collaborated with management team to align customer service strategies with company goals, developing innovative solutions that enhanced customer experiences and fostered long-term loyalty.
- Managed complex customer issues with efficiency and empathy, employing strong conflict resolution skills to resolve concerns and turn challenges into opportunities for improvement.
- Utilized data-driven insights to identify trends, measure team performance, and implement process improvements, consistently exceeding key performance indicators (KPIs) such as customer satisfaction scores, first-response times, and issue resolution rates.
- Streamlined front-end operations by ensuring proper staffing, effective scheduling, and resource allocation, contributing to enhanced productivity, reduced wait times, and improved customer interactions.
- Designed and led training programs focused on advanced customer service skills, product knowledge, and company procedures, resulting in improved team proficiency and service consistency for all CSM's, Cashiers and people greeters.
- Actively promoted company initiatives such as loyalty programs, service upgrades, and community involvement, strengthening brand recognition and increasing customer engagement.
- Championed a culture of feedback and continuous improvement, leveraging customer insights to drive service innovations and ensure alignment with evolving customer needs and business goals.
- Established clear expectations for team members, promoting accountability and professional growth.
Customer Service Manager
Walmart
12.2022 - 03.2023
- Handled customer and associate concerns, providing guidance, support, and effective solutions to ensure a positive environment for both staff and customers.
- Monitored Front End associates, ensuring proper staffing coverage, coordinating breaks, and providing assistance to registers as needed to maintain smooth operations.
- Delivered training to associates on company systems, policies, and procedures, including scanning accuracy, productivity, company programs, EAS system usage, discounts, and safety protocols.
- Oversaw and processed purchase, return, and exchange transactions, addressing any errors, providing approvals, and verifying transactions to align with company guidelines.
- Ensured EAS systems functioned correctly by monitoring cashier deactivations, addressing greeter issues, and completing "Failure to Deactivate" logs as part of loss prevention efforts.
- Prepared registers for opening and closing, supported cashiers with change requests, and maintained front-end cash levels. Conducted audits to ensure register accuracy.
- Promoted and managed all company-sponsored programs and initiatives, such as credit card services, protection plans, charity programs, and discount offerings to enhance customer experience and drive sales.
Cashier
Walmart
07.2022 - 12.2022
- Greeted customers with a warm, friendly demeanor to create a welcoming store atmosphere.
- Accurately processed all customer transactions in a fast-paced environment, including merchandise deactivation as part of the EAS Program.
- Promoted and upsold company-sponsored programs such as credit card services, product protection plans, and charitable initiatives.
- Assisted customers with bagging and loading purchases, ensuring a smooth and positive checkout experience.
- Followed all safety protocols, including proper lifting techniques and maintaining a clean, organized workspace.
- Ensured the security and integrity of the cash register by practicing careful cash handling, adhering to company policies, and staying vigilant of surroundings.
Education
Associate of Science - Chemistry
Kwantlen Polytechnic University
None04-2024
Skills
- Motivational
- Merchandising strategies
- Brand awareness
- Retail operations
- Analytical skills
Timeline
General Merchandise Department Manager
Walmart
12.2023 - Current
Lead Customer Service Manager
Walmart
04.2023 - 11.2023
Customer Service Manager
Walmart
12.2022 - 03.2023
Cashier
Walmart
07.2022 - 12.2022
Associate of Science - Chemistry
Kwantlen Polytechnic University
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