1. Professional Summary
Skills
Work History
DONNA DAVIS
124 Hardwood Ave, Houghton Lake, MI 48629 | (H) 989-387-1097 | (C) 989-387-1097 |
dmdavis0997@gmail.com
Customer service professional dedicated to effective team management and customer satisfaction.
Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Customer service
management professional experienced in credit card services, fraud operations and collections. Team player
with exceptional listening and critical thinking skills. Perceptive Customer Service Manager who cultivates
positive customer relationships through clear and helpful communication. Store Team Leader focused on
maximizing productivity and increasing customer base. Believes exceptional customer service is essential to
retail success. Conscientious Team Leader effective at managing and leading teams, managing store
operations and promoting merchandise to increase store profits. Team Leader driven to apply a strong work
ethic and motivational skills to achieve store goals, as well as employee and customer satisfaction. Team
Leader dedicated to and assuring that store operations run smoothly. Organized and effective at
encouraging staff cooperation and productivity. Skilled Keyholder proficient in processing payments,
resolving customer service issues and opening and closing store according to procedures. Expert retail sales
professional offering 30+ years experience in retail customer service and retail management. Focused on
exceeding sales goals.
Trusted key holder
Creative problem solver
Exceptional communication skills
Quick learner
Floor set design expertise
Proficient in cash management
Local/state health laws knowledge
Strategic sales knowledge
Credit card processing
POS systems expert
Medical terminology knowledge
Store displays
Hourly shift management
Customer-oriented
Exceptional customer service
Cash register operations
Opening and closing procedures
Inventory management
Upselling
06/2014 to 10/2016Store Team Leader
Tractor Supply – Houghton Lake, Michigan
Completed store opening and closing procedures.
Received and counted money.
Processed cash, credit, debit and check payments.
Greeted customers promptly.
Directed customers to correct store locations.
Trained and mentored new employees.
Opened inventory boxes and restocked shelves.
Rotated stock according to dates and protocols.
Counted out cash drawers and balanced totals.
Accepted and processed customer returns.
Monitored security areas during busy periods.
Improved customer service by projecting friendly and knowledgeable attitude.
Oversaw team of 9 employees.
Broke down boxes and disposed of trash.
Assigned employees to specific duties to best meet the needs of the store.

2. Accomplishments
Earned management trust by serving as key holder, responsibly opening and closing
store.
Recognized and rewarded outstanding work performance to cultivate a positive and collaborative
customer service culture.
Shared best practices for sales and customer service with other team members to help improve the
store's efficiency.
Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Answered customer telephone calls promptly and in an appropriate manner.
Handled all customer relations issues in a gracious manner and in accordance with company policies.
Determined customer needs by asking relevant questions and listening actively to the responses.
Cultivated a customer-focused shopping environment by greeting and responding to all customers in a
friendly manner.
Answered questions regarding the store and its merchandise.
Developed positive customer relationships through friendly greetings and excellent service.
10/1993 to 03/2014Pharmacy Technician
Walmart – Houghton Lake, Michigan
Assisted other pharmacy staff with drug inventory, purchasing, and receiving.
Correctly completed pharmacy paperwork, including daily and weekly reports.
Receptively answered customer questions and helped locate desired items in the pharmacy.
Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
Saved patients money and increased pharmacy profit margins with therapeutically equivalent and more
cost-effective generic drugs.
Complied with all federal laws, company policies and procedures and state regulations regarding intern,
technician and assistant training and licensure.
10/1993 to 03/2014Customer Service Manager
Walmart – Houghton Lake, Michigan
Cross-trained and backed up other customer service managers.
Strong leader of customer support staff.
Managed work flow to exceed quality service goals.
Maintained up-to-date knowledge of product and service changes.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly
and efficiently.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and
resolving problems on the spot.
Routinely answered customer questions regarding merchandise and pricing.
Asked open-ended questions to assess customer needs.
Greeted customers entering the store to ascertain what each customer wanted or needed.
Recommended, selected and helped locate and obtain out-of-stock product based on customer
requests.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Built long-term customer relationships and advised customers on purchases and promotions.
Developed reputation as an efficient service provider with high levels of accuracy.
Won Country Mile Recognition award for the Region in 2016. Received the "Employee of the Month"
award after 5 months of employment. Promoted to Key Holder after only 12 months of employment.