Wendy Groves
Leland,NC
Summary
Professional with extensive experience in specialized roles, bringing valuable insights and practical expertise. Recognized for fostering team collaboration and consistently achieving objectives. Reliable and adaptable, with strong problem-solving and analytical skills.
Overview
28
28
years of professional experience
Work History
Guest Experience Senior Specialist
Vacasa Vacation Rentals
04.2021 - Current
- Led cross-functional teams to implement process improvements, enhancing operational efficiency and effectiveness in a 100% remote setting.
- Mentored junior specialists, fostering professional growth and improving team performance through knowledge sharing.
- Analyzed complex data sets to identify trends, driving informed decision-making and strategic planning efforts.
- Facilitated training sessions focused on new tools and technologies, improving staff proficiency and engagement levels.
- Managed multiple chat interactions simultaneously while maintaining high service quality standards.
Store Manager
Rappahannock Goodwill Industries
08.2011 - 04.2021
- Established community partnerships to promote Goodwill's mission and increase local engagement.
- Conducted regular performance evaluations, providing feedback to support employee growth and development.
- Trained and developed staff, fostering a collaborative team environment focused on sales goals.
- Increased sales at least 20% at one of my locations.
Service Specialist
DirectBuy of Chantilly
06.2007 - 06.2011
- Responsible for processing, tracking, and resolving orders that have been placed with over 500 different manufacturers.
- Duties also include maintaining the catalogues for the manufacturers, as well as tracking and manifesting various product samples.
- Daily tasks included answering high volume of calls on multi-line system, and responding to a variety of service related claims.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores. Amongst the top 10 of merchandise sales, and went from a 2 star Maritz customer service rating to 4 star.
Store Director
Hollywood Video
08.2006 - 05.2007
- Managed High Volume Store and increased library rentals by $5,000 dollars by Quarter 1 2007
- In charge of all hiring and training in store. Hired and trained entirely new staff at this location.
- Was recruited from Electronic Boutique as Management Trainee, and in less than 5 weeks was running the D.C. location
Store Manager
Electronics Boutique
08.2005 - 08.2006
- Oversaw daily operations to ensure optimal store performance and customer satisfaction.
- Trained and developed staff, fostering a collaborative team environment focused on sales goals.
- Analyzed sales data to identify trends, driving strategic merchandising decisions and promotions. Increased Store’s Profitability Trades went from 20 units to 150 - 200 units Used % increased from 20% to 30%
Customer Service Manager
Element H2O
02.2004 - 08.2005
- Created Customer Service Department
- Priced and Contracted for Multi - Line Phone Installation
- Created and Developed training manual for new agents
- In charge of ordering and quality control of labels for bottled water.
- Worked with Web Page design team for Customer Service Support and creating mock labels for sales team.
- Worked with Delivery Team to set up route schedules for customer satisfaction.
Store Manager
Suncoast Motion Picture Company
08.1997 - 02.2004
- Set up and trained new managers and staff for multiple store locations.
- Was made lead in merchandise resets by District Manager
- Managed four different locations and created sales increases of 10% or higher.
Education
High School Advanced Studies Diploma -
Hayfield High School
Some College - undefined
J. Sergeant Community College
Skills
- Innovation management
- Analytical thinking
- Documentation management
- Customer relations
- Extensive work with Twilio, Hiver, and Slack
Timeline
Guest Experience Senior Specialist
Vacasa Vacation Rentals
04.2021 - Current
Store Manager
Rappahannock Goodwill Industries
08.2011 - 04.2021
Service Specialist
DirectBuy of Chantilly
06.2007 - 06.2011
Store Director
Hollywood Video
08.2006 - 05.2007
Store Manager
Electronics Boutique
08.2005 - 08.2006
Customer Service Manager
Element H2O
02.2004 - 08.2005
Store Manager
Suncoast Motion Picture Company
08.1997 - 02.2004
Some College - undefined
J. Sergeant Community College
High School Advanced Studies Diploma -
Hayfield High School