Gail Rogers
Grandy
Summary
Dynamic customer service leader with extensive experience at Walmart, adept at problem-solving and enhancing customer satisfaction. Proven track record in mentoring teams and optimizing retail operations. Skilled in POS systems and cash auditing, consistently driving performance improvements and fostering a collaborative work environment. Committed to delivering exceptional service and building lasting customer relationships.
Overview
2026
2026
years of professional experience
Work History
Head Cashier
Home Depot
02.2009 - 09.2014
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Assisted customers by answering questions and fulfilling requests.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Led cashiers and associates in providing thoughtful customer service.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
- Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Processed both cash and card purchases and returns.
- Streamlined the checkout process for improved customer experience and reduced wait times.
- Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.
- Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
- Helped management develop employee improvement plans and motivate team members to continually improve.
Assistant Store Manager
Christmas Mouse
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
Customer Service Manager
Walmart
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Deli Clerk
Foodlion Grocery Store
06.2024 - Current
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
- Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
- Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
- Contributed to positive team dynamics through effective communication skills and a collaborative problem-solving approach.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Exceeded customer expectations by going above and beyond to accommodate unique requests or last-minute changes to orders.
- Learned other teammates' work tasks to train as backup.
Shift Leader
Royal Farms
05.2023 - 06.2024
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Assisted managers in setting goals for each department within the store and monitored progress toward those objectives regularly.
- Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
- Coordinated with kitchen staff to ensure timely preparation of food, reducing customer wait times.
- Managed inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.
- Oversaw cash handling and financial transactions, ensuring accuracy and reducing discrepancies.
Breakfast Manager
Hardee's
02.2022 - 05.2023
- Managed daily operations for a smooth-running breakfast shift, resulting in increased guest retention.
- Serviced guests with food and beverage requirements.
- Ensured compliance with health and safety regulations, maintaining a clean and safe dining environment for guests.
- Trained new staff members on restaurant policies, procedures, and customer service standards, contributing to their professional development.
- Supervised a team of servers and kitchen staff, fostering a collaborative work environment and high employee morale.
- Assisted with training and development of food and beverage team.
- Approached guests and employees with personable and welcoming attitude to promote friendly environment.
- Implemented cost-control measures to optimize inventory management and reduce food waste.
- Boosted employee morale through recognition programs acknowledging outstanding performance within the breakfast team.
- Monitored guest feedback to identify opportunities for improvement and implement necessary changes.
- Enhanced customer satisfaction by ensuring timely and efficient breakfast service.
- Addressed any customer complaints or concerns promptly, demonstrating excellent problem-solving skills while maintaining professionalism.
- Streamlined ordering processes for greater efficiency in meeting customer needs during peak hours.
- Oversaw food preparation and monitored safety protocols.
Cashier / Stocker
Walmart
04.2018 - 03.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Improved efficiency, organized checkout area for optimal workflow.
Shift Manager
McDonald's
02.2014 - 06.2017
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Kept employees operating productively and working on task to meet business and customer needs.
- Promoted a positive work environment through open communication and constructive feedback.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
Cashier Team Lead
Foodlion Grocery Store
02.1994 - 05.1995
- Resolved critical issues in a timely manner, maintaining high levels of client satisfaction during ongoing projects.
- Implemented continuous integration and deployment pipelines for faster project delivery to clients.
- Integrated third-party APIs to enhance website functionality and improve user experiences.
- Led the migration from legacy systems to modern front-end architectures without disrupting existing workflows or causing downtime.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Developed strong relationships with repeat customers through friendly service interactions.
- Restocked and organized merchandise in front lanes.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Operated POS cash register and equipment to collect payments.
- Promoted store loyalty programs to increase repeat business and bolster customer relations.
- Collaborated with management to develop strategies for improving the overall shopping experience.
Education
Candor Central High School
Candor, NY06.1992
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Retail operations
- Customer relations
- Time management
- Team building and leadership
- Store opening and closing
- Customer service management
- Staff supervision
- Team management
- POS systems
- POS systems operations
- Upselling and cross selling
- Mentoring and coaching
- Display setup
- Employee coaching
- Issue resolution
- Transaction processing
- Stock rotations
- Inventory counting
- Flexible schedule
- Assignment delegation
- Cash auditing
- New hire training
- Inventory management
- Team leadership
- Decision-making
- Delegating work
- Employee motivation
Timeline
Deli Clerk
Foodlion Grocery Store
06.2024 - Current
Shift Leader
Royal Farms
05.2023 - 06.2024
Breakfast Manager
Hardee's
02.2022 - 05.2023
Cashier / Stocker
Walmart
04.2018 - 03.2021
Shift Manager
McDonald's
02.2014 - 06.2017
Head Cashier
Home Depot
02.2009 - 09.2014
Cashier Team Lead
Foodlion Grocery Store
02.1994 - 05.1995
Assistant Store Manager
Christmas Mouse
Customer Service Manager
Walmart
Candor Central High School
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