Manager Customer Service

SNEZANA STAMENOVA

**-**** ********* **** ****.R**05 Kapolei, HI 808-***-**** **********@*****.***

SUMMARY STATEMENT

Over five years of combined professional and internship experience in the services industry. Applied and proven skills working in an international and multilingual setting. A demonstrated capacity to work in small groups and a natural ability to lead, motivate, and instruct employees. Extensive experience in inter-agency networking and coordination with applied customer service experience. A proven communicator who excels in working independently with skills in: inventory management, forecasting and acquisitions, scheduling, interviewing, and data processing.

EDUCATION

COLLEGE FOR HOSPITALITY AND TOURISM BLED, SLOVENIA

Associates in Hotel Management 1999-2001

SCHOOL FOR TOURISM MANAGEMENT, Radovljica, SLOVENIA

Minor studies in: English, German, and Italian

SCHOOL OF LANGUAGES VERBA, LJUBLJANA, SLOVENIA

Certificate Studies in Greek- written and spoken

PROFESSIONAL EXPERIENCE

RITE AID, CARTHAGE, NY

General Manager, MAR. 2015 – APR. 2018

Handled all store ordering, billing and vendor transactions

Quickly implemented a lead-by-example management style which increased employee communication, cooperation and morale. My management style resulted in a clear understanding of corporate programs, operational policies, and procedures.

In charge of hiring, training, coaching, and evaluating employee performance

Organized and maintained HR files to ensure compliance

Held weekly meetings and advised on safety, policies and procedures

Implemented daily, weekly and monthly checklist, delegated and verified completion of tasks

Responsible for overall operations, sales, planograms and merchandising

Kept track of and managed store expenses and payroll budget

Managed warehouse, responsible for shipping and receiving and overall inventory management, unloading truck, operated baler and pallet jack

Observed and evaluated the need for repairs and reported maintenance issues

In charge if proper disposal of HIPAA documents, hazmat materials and updating MSDS sheets,

making sure all store licenses are current and up to date

Diligently marketed Rite Aid’s Plenty Rewards Program, resulting in my store leading the district in Plenty Rewards usage and conversion to Rite Aid’s new savings program for three years in a row

Rated best manager in district in associate satisfaction survey, with 100% score

Best inventory results in district for 2016

Achieved green rating on every audit and compliance requirement

IHG HOTELS, FT DRUM, NY

Supervisor, JUL. 2014 – MAR 2015

Created and assigned daily work priorities while integrating forecasted quarterly and annual corporate procedural guidelines into daily operations.

Projected hotel occupancy on a weekly and monthly basis to design a fair and flexible work schedule.

Upon hiring, immediately designed and implemented a simple inventory system to monitor and replenish hotel supplies.

Supervised employee assignments while also conducting random and thorough inspections

Advised employees of deficiencies while addressing repetitive poor performance with personalized coaching and mentoring.

Created a good working relationship with employees through active listening, small-group communications, and taking a hands-on approach to leading.

U.S. ARMY BRADLEY INN, SCHWEINFURT, GERMANY

Front Desk, OCT. 2012 – MAY 2013

Was quickly identified by management for my natural ability to address and resolve customer concerns and reassigned as a front desk clerk.

Provided prompt, courteous, and knowledgeable service to all guests in both English and German.

Processed guest payments online, by phone, and in-person.

Reviewed and prepared daily and weekly financial record sheets, receipts, and administrative notes.

Resolved internal staff issues quickly, and addressed customer concerns efficiently.

Frequently worked on an on-call basis to address staff scheduling conflicts.

U.S. ARMY BRADLEY INN, SCHWEINFURT, GERMANY

Housekeeper, JUL. 2011 – OCT. 2012

Worked independently and in small groups to address hotel cleanliness and serviceability.

Worked in a faced paced setting to meet last minute deadlines while simultaneously managing scheduled room checkouts.

Followed specific and general safety and procedural protocols.

Frequently recommended new work procedures which resulted improved turn-over rates for checkout readiness.

YOUTH AND CULTURE CENTER, KRANJ, SLOVENIA

Assistant Manager, JAN. 2004 – DEC. 2004

Organized and coordinated resources for youth center activities.

Arranged and scheduled meetings between local government staff and community organizers.

Projected future expenses, prepared budget reports, and made budget recommendations.

Communicated and networked with community leaders, vendors, donors, and government officials.

HOTEL KOKRA, BRDO PRI KRANJU, SLOVENIA

Travel Agent, FEB. 2002 – DEC. 2003

Effectively communicated with clients in several languages throughout the business day.

Knowledgably advised customers on travel plans and personally made arrangements from hotel accommodations and car rentals to recreational activities and emergency contingencies.

Frequently researched and communicated up to date information on: customs regulations, travel documentation, currency exchange rates, and safety considerations.

Worked across several programming applications to expedite customer arrangement and payments.

ADDITIONAL SKILLS

MS Word, MS Outlook, MS excel, MS power point

Multi-lingual (Written and spoken): German, Greek, Italian, Slovenian, Bosnian

Driven to analyze and resolve problems

Strong organizational skills, able to work well with numbers

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