Customer Service Project Manager

Sylvia Mendoza Sarinana

***************@*****.***

*** ***** *** ****: 702-***-****

North Las Vegas, NV 89032 Cell: 702-272=7628

Dedicated Project Manager with 10+ years of experience.

Respected builder and leader in Project Planning.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Project Planning / Construction Cost-Reduction Strategies

Retail Operations Management Sales & Margin Improvement Order Fulfillment

Professional Experience

Sarinana’s Fragrances North Las Vegas, NV 05/06 to Present

Project Manager, 5/06 to present

Customer Service Representative, 02/00 to present

Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers.

Foster an environment in which guests enjoy high levels of service and employees are motivated to

deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at

checkout. Selected Contributions:

Won “Service Excellence Award” for instrumental role in driving record-high sales increases,

propelling store to improve ranking from #32 in territory to #5 by 2008.

Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention

due to the success of employee-development and morale-building programs.

Elevated store guest-satisfaction index from 86% to 92% within two years; ensured the swift

resolution of customer issues to preserve customer loyalty while complying with company policies.

Served on special taskforce charged with turning around under-performing stores. Trained CSRs and

managers, and contributed to significant improvements in guest satisfaction and sales.

Exemplified the second-to-none customer service delivery for which Adventure Works is nationally

renowned in all interactions with customers.

Staffing Network Las Vegas, NV. 2/05 to 7/06

Sales Associate, 02/05 to 7/06

Previous Positions: Customer Service Representative, 2/0 to 7/06

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-

service staffing company. Directed 18 employees and managed sales, inventory, merchandising and cost

controls. Selected Contributions:

Transformed operation that was posting annual losses to achieve $159K+ in profits within one year.

Met or exceeded all sales targets despite increased competition presented by the operation of two new

accounts.

Introduced training programs that enhanced employee performance and helped build a motivated

workforce.

Education and Training

CERRITOS COLLEGE NORWALK, CA 9/98 to 2/00

WESTWOOD COLLEGE – PASADENA, CA.

Earned 28 credits; concentration in business studies

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory

control, loss prevention, time management, leadership, performance assessment and food safety.

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