Summary
Overview
Work History
Education
Skills
Timeline
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Nikkalette Casas

Whittier,CA

Summary

Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Associate Experience Zone Lead

Amazon Fresh
06.2022 - 07.2023
  • Respond accurately and professionally to questions and concerns from associates through multiple channels (in-person, email, phone, etc.)
  • Enter and review associate data within Work force dimension and payroll systems timely and accurately
  • Provide subject matter expertise to associate and leadership on people practices, systems, and resources
  • Compile, assess and use and data regarding critical business metrics such as attendance, engagements and training
  • Advocate for employee experience by partnering effectively with leaders, partners, and core teams to provide knowledge and educating them on how and when to use self- service tools
  • Plan, coordinate and implement associate activities that create inclusive environment
  • Assist Management in responding to associate questions regarding time/attendance, benefits, policies, accommodation , and LOA
  • Partnering with recruiters for onboarding hiring opportunities and procedures
  • Assist Management with associates scheduling and time off request
  • Created inviting environment for customers by maintaining store organization and cleanliness

Outbound Zone Lead

Amazon Fresh
12.2021 - 06.2022
  • Manged over 50 associates maintaining average metric goals, for example units per hour , Helios, quality, items not found
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Analyzed and reported Metrics to validate and demonstrate success of marketing campaigns.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budgets. .
  • Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer.

Customer Service Experience Manger

Michaels
10.2020 - 11.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

General Merchandise Support Manager

Walmart
05.2019 - 12.2019
  • Majority job responsibilities will center around making sure that customers are satisfied and that associates are adequately trained in current policies and procedures
  • Working to resolve any customer care complaints quickly and efficiently;
  • Preparing yearly reviews for eligible associates and providing constructive feedback
  • Ensure customer satisfaction by greeting and answering their questions
  • Work hand-in-hand with sales associates to get task completed
  • Prepare and plan for upcoming events that will impact each department
  • Ability to communicate take direction at all levels, and turn it into action
  • Managed replenishment, inventory accuracy, presentation, and pricing for all GM store areas
  • Facilitated consistently positive guest experiences by verifying products are in-stock and accurately priced and signed on sales floor
  • Drove total store sales through targeted focus on department performance
  • Assessed all GM backroom and sales floor areas to evaluate priorities, identify service gaps, and develop corrective action plans
  • Cultivated customer-centered culture, training and coaching team to prioritize guest experience and deliver on store sales goals.

Cash Office Specialist

Walmart
11.2016 - 11.2016
  • Process and maintain all currency and prepare and maintain accounting records, files, transactions, and other required documentations including generating, interpreting, and analyzing reports relating to cash, deposits, and various financial transactions, and conducting research for accounting-related activities
  • Balanced safe, ordered money when needed, and maintained positive working relationship with banks regarding cash and checks issues.

Logistics Flow Team Member

Target
10.2014 - 05.2016
  • Responsible of unloading, moving and stocking freight which can range from wide variety of items across all departments, while working in fast-paced and physical in nature.
  • Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule

Education

High School Diploma - Sociology

Cerritos College
Norwalk, CA

High School Diploma -

Santa Fe Highschool
Santa Fe Springs, CA
06.2009

Skills

  • Strong Communication and Interpersonal Skills
  • Goal-Driven
  • Safety and Cleanliness Standards
  • Strategy Management
  • Standard Operating Procedures Understanding
  • Training Initiatives
  • Customer Satisfaction
  • Engaging with Diverse Customers
  • Orient New Employees
  • New Employee Onboarding
  • Utilities Industry Knowledge
  • Educational Materials

Timeline

Associate Experience Zone Lead

Amazon Fresh
06.2022 - 07.2023

Outbound Zone Lead

Amazon Fresh
12.2021 - 06.2022

Customer Service Experience Manger

Michaels
10.2020 - 11.2021

General Merchandise Support Manager

Walmart
05.2019 - 12.2019

Cash Office Specialist

Walmart
11.2016 - 11.2016

Logistics Flow Team Member

Target
10.2014 - 05.2016

High School Diploma - Sociology

Cerritos College

High School Diploma -

Santa Fe Highschool

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