Philomene Ngongang

• Maintained stock of items, cleanliness, organization, and provided excellent customer service.
• Trained new and seasoned associates on overall company and department-specific policies and procedures.
• Conducted performance evaluations for associates, providing constructive feedback and identifying opportunities for growth or improvement.
• Managed team of 14 associates, delegated tasks and held each employee accountable for completing assignments.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

• Provided exceptional customer service, resolving issues promptly and professionally.
• Monitored orders and delivered status updates to customers regarding arrivals.
• Assisted customers by walking through online ordering processes.
• Managed complex orders, coordinating with multiple departments to ensure successful delivery and installation.
• Positively engaged with customers to understand needs and responded appropriately to questions and issues.

• Health issues led to a temporary career break

• Managed more than 200 associates by supervising daily operations, scheduling shifts, and holding weekly staff meetings with strong leadership skills and empathy, resulting in a productive and motivated team
• Hired, trained and developed employees developed in accordance with company policies and directives; performed performance evaluations on supervised employees
• Reviewed monthly operating statements for accuracy, budgeted to actual variances and bottom line cash flow control and effected cost saving opportunities where possible
• Previously held position of Customer Service Associate and Department Supervisor, before being promoted to Assistant Store Manager

● Managed a customer service department of 20 associates in a fast-paced, contractor-driven home improvement supply environment, ensuring associates were assigned to specific duties to best meet the needs of the store.

● Created and implemented a competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores from 85% to 95% for the department.

● Analyzed customer service metrics by evaluating customer complaints and recommendations and developing and implementing plans to correct deficiencies in service, leading to an increase of the customer satisfaction score by 10%.

● Successfully collaborated with the sales department for new associates on-boarding and training resulting in more effective and efficient on-boarding experience for new associates and improvement in associates’ retention and low turnover rate.

● Previously held position of Customer Service Associate before being promoted to Department Supervisor.