Erin Cowie

Coaching, training and mentoring in-store team members and partner with Store Operations field teams to build capability in customer service, fresh food product knowledge and retail excellence.

• Providing coaching, training and mentoring in customer service, fresh food and retail excellence with a focus on Service, ensuring improvements in success
• side by side coaching and mentoring
• Supporting teams to get departments ready for relaunch across all New, Renewal and Customer Retention dimensions
• Targeted and planned product knowledge development through Masterclasses, 1:1 coaching.
• Development opportunities, creating coaching plans and reporting on progress through set communication channels as directed
• Planning based on New Store, Renewal & Business Programs as usual priorities
• Working collaboratively with team members and other stakeholders to achieve business objectives

• Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Recruited, trained and supervised 30-40 new staff members each year.
• Fulfilled orders quickly to accomplish challenging daily objectives.
• Selected products and items from shelves and pallets for customer orders.
• Delegated daily tasks to team members to optimize group productivity.

• Monitored swimmers to ensure safety in the pool area.
• Provided assistance to swimmers of varying skill levels.
• Assisted with swim lessons for guests and members of the facility.
• Observed swimmers from elevated chairs while scanning the entire pool deck.
• Maintained constant surveillance of patrons in the swimming area at all times.
• Observed sections of assigned water zone of responsibility.
• Adhered strictly to emergency action plans.

• Supervised team of 15 employees and delegated duties and responsibilities to each member.
• Delivered exceptional customer service and handled inquiries and complaints.
• Addressed areas that needed improvement and observed team's performance.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Assisted customers with making payments or establishing payment plans to bring accounts current.