Melissa Connolly
Peabody,MA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Bookseller
Barnes & Noble
11.2025 - Current
- Ensure that all guests receive exceptional customer service
- Assist in maintaining recovery and presentation standards in all store departments
- Aid in checking out customers at the cash wrap
- Obtain book knowledge on BookMaster to help gain product knowledge, location and to help customers find what they are looking for
- Facilitate receiving and processing all shipments
- Support team in processing all ROPIS, BOPIS and SFS orders
- Maintain the cleanliness and proper organization in the store
- Support café team when needed
- Aid in all loss prevention protocol
- Assist in promoting membership programs on the sales floor and at cash wrap
Merchandise Team Leader
Offline by Aerie
01.2023 - 08.2024
- Maintain 5 S standards on the sales floor, cash wrap and fitting room ensuring the store environment is safe for employees and customers.
- Manage all visual directives, mapping and floor sets are properly planned, scheduled and executed seamlessly within the allotted time frame.
- Generate and analyze merchandise reports and make necessary brand appropriate merchandising moves to maximize presentation and drive sales.
- Oversee and participate in the efficient and productive handling of all merchandise from shipment receipt and processing, floor sets, markdown optimization, Flex Fulfillment and replenishment systems while maintaining stockroom Standard Operating Procedures (SOPs).
- Execute all daily operational procedures and supports the management team to ensure the store audit compliance and shrink results meet company loss prevention standards.
- Act as the leader on duty and consistently models the brand customer service standards and Customer First selling behaviors.
- Build effective relationships with associates, peers and supervisor to develop a high performing team and customer-centric culture
Store Manager
Spencer Gifts
01.2020 - 03.2022
- Directed merchandising strategy to achieve memorable product presentation and increase revenue.
- Addressed and resolved escalated customer complaints and worked to restore satisfaction.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Strengthened workflow productivity by hiring, managing, and developing top talent.
- Balanced sales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
- Managed and oversaw projects, such as store display changes, floor sets, window displays, markdowns, damages, shipment processing and inventory prep.
- In charge of assigning/editing and approving all payroll tasks and inquiries on a weekly basis using ADP and Workforce Now
Senior Operations Manager
XXI Forever
11.2011 - 05.2019
- Planned and implemented recruitment strategies to achieve operational objectives
- Determined operational strategies to bring procedures and personnel in line with company values
- Implemented quality control strategies to protect business assets and minimize waste
- Organized resources and teams to manage needs and coordinate operational support
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking sheets
- Assisted with all payroll tasks and inquiries on a weekly basis using ADP and Workforce Now
Education
BBA - Business Management & Creative Writing
Southern New Hampshire University
Skills
Store organization, Product recommendations, Inventory management, Merchandise displays, Honest and dependable, Creative thinking, Attention to detail, Excellent written and verbal communication, Adaptable and flexible, Goal driven, Strong communication and interpersonal skills, Meeting sales goals, Team supervision, Safety and cleanliness standards, Documentation and reporting, Time management, Teamwork and collaboration, Security practices, Loss prevention, Dispute mediation, POS software
Timeline
Bookseller
Barnes & Noble
11.2025 - Current
Merchandise Team Leader
Offline by Aerie
01.2023 - 08.2024
Store Manager
Spencer Gifts
01.2020 - 03.2022
Senior Operations Manager
XXI Forever
11.2011 - 05.2019
BBA - Business Management & Creative Writing
Southern New Hampshire University