Terri Poitra
Thief River Falls
Summary
Proficient Team Lead delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Excelling in Customer Service and multi-tasking.
Overview
16
16
years of professional experience
Work History
Frontend Team Lead
Walmart
08.2023 - 09.2025
- Coordinated team schedules to optimize workflow and enhance operational efficiency.
- Developed training materials for new hires, improving onboarding process effectiveness.
- Implemented a customer feedback system, enhancing service quality and client satisfaction.
- Led cross-departmental meetings to streamline communication and project execution timelines.
- Resolved customer inquiries promptly, fostering positive relationships and loyalty.
- Evaluated staff performance regularly, providing constructive feedback to support professional development.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Oversaw daily operations to maintain store cleanliness and organization.
- Engaged in team-building activities, enhancing team cohesion and morale.
- Coached new team members, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Verified scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Maintained compliance with health and safety regulations, ensuring a safe environment for both staff and customers.
Senior Pack Exceptions
Digi-Key
10.2013 - 06.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Mentor new team members on best practices for packaging, compliance and data analysis.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Mentored new packagers to develop their skills and improve team performance.
- Established best practices regarding packaging documentation, ensuring compliance with Digikey standards.
- Established effective communication among team members for enhanced collaboration and successful shipment of orders.
- Delivered exceptional customer satisfaction by proactively addressing client concerns by aligning with customer services to resolve issues and concerns.
Cashier
Mernards
09.2012 - 09.2013
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances through diligent monitoring and reconciliation.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Trained new staff on operational procedures and customer service standards.
- Implemented best practices for cash register operations, reducing discrepancies and errors.
- Developed strong rapport with customers, fostering a welcoming environment that encouraged repeat business.
- Conducted thorough price checks for customers, guaranteeing transparency and accuracy in transactions.
- Reinforced brand reputation with excellent service quality that consistently exceeded expectations among clientele.
- Maintained a clean and organized workstation, ensuring a pleasant environment for customers and colleagues alike.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Actively listened to each client''s needs before offering tailored solutions based on their preferences or requirements.
- Streamlined payment processes for increased efficiency, effectively handling cash and credit transactions.
- Collaborated with team members to execute promotional events smoothly, driving foot traffic and increasing sales opportunities.
- Handled returns and exchanges professionally while adhering to company policy guidelines, ensuring satisfactory resolutions for customers.
- Developed and managed relationships with customers to increase customer loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Counted money in drawers at beginning and end of each shift.
- Answered product questions using knowledge of sales and store promotions.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Redeemed coupons to discount purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card, and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Overnight Cashier
Walmart
08.2009 - 09.2012
- Processed cash transactions efficiently, ensuring accurate handling and balancing of registers.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of the checkout area to enhance customer experience.
- Monitored inventory levels, restocking supplies as needed to support operational efficiency.
- Implemented best practices for cash management, reducing discrepancies and enhancing accuracy.
- Adhered to safety protocols and compliance regulations, fostering a secure shopping environment.
- Maintained a clean and organized store environment, contributing to a positive shopping experience for customers.
- Ensured store security by following safety protocols, including locking doors after hours and monitoring surveillance cameras as needed.
- Sought out opportunities to improve store appearance and operations in between assigned overnight work.
- Enhanced customer satisfaction by providing efficient and professional service during overnight shifts.
- Pushed out large amounts of new stock during slower overnight hours.
- Demonstrated strong attention to detail when handling cash transactions to minimize errors in daily reconciliations.
- Used superior customer service skills to help customers locate and select merchandise.
- Provided reliable and consistent coverage for overnight shifts, ensuring the continuation of store operations during non-peak hours.
- Contributed to loss prevention efforts by maintaining vigilance during overnight shifts.
- Promoted a welcoming atmosphere for all customers entering the store during late-night hours.
- Participated in routine employee training sessions to stay current on company policies, procedures, products, services, and promotions offered at the store level.
- Kept drawer accurate by carefully processing new transactions and giving out correct change.
- Handled cash, credit, and debit transactions accurately while adhering to company policies and procedures.
- Balanced cash drawers accurately at the beginning and end of each shift without discrepancies.
- Maintained strict security protocols to protect cash, customers, and store assets.
- Delivered expert, friendly service to serve every customer need.
- Collaborated with other team members to complete nightly tasks efficiently and effectively.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
Education
GED -
Turtle Mountain Community College
Belcourt, NDSkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Task delegation
- Documentation and reporting
- Relationship building
- Strategic planning
- Customer relationship management (CRM)
- Staff development
- Shift scheduling
- Policy implementation
- Conflict resolution
- Schedule preparation
- Performance evaluations
- Financial management
- Expectation setting
- Emergency response
- Clear communication
- Safety procedures
- Employee onboarding
- Coaching and mentoring
- Work prioritization
- Recruiting and interviewing
- Data analysis
- Disciplinary techniques
- Teamwork and collaboration
- Computer skills
- Effective communication
- Problem resolution
- Adaptability and flexibility
- Positive attitude
- Attention to detail
- Multitasking
- Problem-solving
- Hiring and training
- Microsoft outlook, word, and Excel
- Workday
- Customer assistance
- Complaint handling
- Policy enforcement
- Brand awareness
- Staff scheduling
- Escalation management
- Customer engagement
- Team collaboration
- Online chat and email
- Public speaking
- Team training and development
- Employee performance management
- Company policy adherence
- Technical support
- Account management
- Returns processing
- Teamwork
- Quality improvement
- Training and mentoring
- Adherence to high customer service standards
- Cash handling
- Effective workflow management
Accomplishments
- Supervised team of 14 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Frontend Champion 1st Qtr. 2024
New opportunities arose to take more responsibilities that go beyond a Team lead to assist management with the Frontend averaging 100 hours by learning financial documentation, scheduling, training, and hiring. Going beyond expectations by meeting the needs of the business, assisting customers/team members with concerns and filling in areas were understaffed.
Timeline
Frontend Team Lead
Walmart
08.2023 - 09.2025
Senior Pack Exceptions
Digi-Key
10.2013 - 06.2024
Cashier
Mernards
09.2012 - 09.2013
Overnight Cashier
Walmart
08.2009 - 09.2012
GED -
Turtle Mountain Community College