Abby Phillips
Old Navy, Gap
Greenville
15
years of professional experience
Experienced retail operations leader with strengths in scheduling, training, and problem resolution. Known for improving team performance, supporting customer experience, and maintaining organized, high-performing stores. Leveraging KPI's to personalize store performance and identify areas needing improvement.
Work History
Assistant Manager of Customer Operations
1 Year- Trained associates on sales behaviors, fitting room recovery, and brand procedures.
- Assisted with scheduling, task delegation, and team communication during peak traffic.
- Monitored merchandise flow, replenishment, and stockroom organization for accurate presentation.
- Supported daily store operations, maintaining floor readiness and service standards.
- Collaborated with leadership to adapt to sales goals and operational priorities.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Executed visual merchandising updates aligned with brand guidelines and seasonal resets.
Assistant Manager of Women's Merchandising
3 Years 5 Months- Trained associates on SOP procedures, fitting room recovery, and daily operational expectations.
- Reviewed merchandising presentations, executing visual standards and seasonal floor sets.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored Sr. Leads in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Increased sales through effective merchandising strategies and targeted promotions.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored inventory levels, coordinated replenishment, and supported accurate stockroom organization.
- Assisted with scheduling, task delegation, and labor prioritization to maintain store productivity.
- Trained associates on POS procedures, fitting room recovery, and daily operational expectations.
- Supervised sales floor coverage, ensuring consistent customer service and brand standards across shifts.
Assistant Manager of Customer Operations
1 Year 9 Months- Resolved customer concerns promptly, protecting service quality and transaction flow.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Reviewed shrink prevention practices, supporting cash handling and loss control routines.
- Mentored associates in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- 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.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Supported daily store operations, maintaining floor readiness and service standards.
- Trained associates on sales behaviors, fitting room recovery, and brand procedures.
- Assisted with scheduling, task delegation, and team communication during peak traffic.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Assistant Manager of Kids Merchandising
3 Years 2 Months- Analyzed sales trends and staffing needs to improve labor efficiency and store performance.
- Increased sales through effective merchandising strategies and targeted promotions.
- Supervised daily store operations, ensuring brand standards, visual presentation, and service expectations.
- Coached sales associates on customer engagement, product knowledge, and selling behaviors.
- Monitored inventory flow, replenishment, and stockroom organization to support merchandise availability.
- Supported opening and closing procedures, cash handling, and operational compliance.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Implemented staff training programs to elevate service standards and knowledge.
- Oversaw daily operations to maintain store cleanliness and organization.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Sales Associate
1 Year 11 Months- Delivered product knowledge and styling guidance to support customer purchase decisions.
- Operated POS transactions accurately, including returns, exchanges, and payment processing.
- Replenished floor inventory and maintained organized merchandise displays to support sales.
- Trained new associates on service standards, register procedures, and merchandising expectations.
- Resolved customer concerns professionally, maintaining a positive shopping experience and brand loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Helped customers locate products and checked the store system for merchandise at other sites.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Supported omni-channel order pickup, shipment processing, and stockroom organization.
- Assisted fitting room operations, resolving sizing needs and keeping fitting areas orderly.
Pharmacy Tech
1 Year 2 Months- Processed prescription orders, verifying patient information and insurance details for accuracy.
- Resolved insurance rejections and prior authorization issues to support timely prescription access.
- Assisted pharmacists with medication preparation, labeling, and prescription filling workflows.
- Entered prescription data into pharmacy systems while maintaining confidentiality and compliance.
- Managed medication inventory, restocking shelves and removing expired products from circulation.
- Supported workflow organization by prioritizing urgent prescriptions and maintaining orderly dispensing areas.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Customer Service Representative Manager
2 Years 2 Months- Led customer service team to resolve escalated concerns, refunds, and service desk requests with accuracy.
- Supervised front-end operations, ensuring smooth checkout flow and prompt issue resolution.
- Coordinated daily schedules, staffing coverage, and task assignments to maintain service levels.
- Trained associates on POS procedures, cash handling, and Kroger customer service standards.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
High School Diploma
Skills
Sales strategy
Customer loyalty programs
Scheduling coordination
Work planning
Staff development
Organizational skills
Multitasking Abilities
Problem resolution
Reporting documentation
Computer skills
Employee engagement
Timeline
Assistant Manager of Customer Operations
Old Navy, Gap
10.2025 - CurrentRead More
Assistant Manager of Women's Merchandising
Old Navy, Gap
05.2022 - 10.2025Read More
Assistant Manager of Customer Operations
Old Navy, Gap
08.2020 - 05.2022Read More
Assistant Manager of Kids Merchandising
Old Navy, Gap
06.2017 - 08.2020Read More
Sales Associate
Old Navy, Gap
07.2015 - 06.2017Read More
Pharmacy Tech
City Market, Kroger
03.2014 - 05.2015Read More
Customer Service Representative Manager
City Market, Kroger
01.2012 - 03.2014Read More
Montrose High School
High School Diploma
Read More