Customer Service Manager

Objective Statement

To obtain a position where my diverse business and technical skills contribute to the success and growth of the organization and overall satisfaction of its clients

Summary of Qualifications

Congenial and enthusiastic contributor and supporter of team goals

Knowledge of office practices and procedures

Strong attention to detail, great math skills and enjoys working with numbers

Excellent organizational and communication skills

Proven ability to prioritize and handle multiple tasks in a challenging environment

Bilingual English/Spanish

Certified AAAI/ISAMA Personal Trainer

Education and Training

Northern Virginia Community College, Annandale, VA

Associate of Science, Business Administration, 2012

GPA 3.0/3.3

Woodbridge Senior High School, Woodbridge, VA

High School Diploma, 2009

GPA 3.2/3.4

Computer Skills

Windows Vista, Windows XP, Mac

Access, PowerPoint, Word, Excel

Basic computer hardware assembly and component/device replacement

Learns new software applications quickly

Employment Experience

Sugarfina McLean, VA (Tyson’s Corner Center) 07/2016-Present

Assistant Manager/Key Holder

Supervise employees to complete tasks and achieve goals in the absence of store management.

Manage sales floor and drives retail and salon by: addressing guest concerns, coaching employees, and mitigating product loss in the absence of store management.

Ensure that daily merchandising flexing process, daily replenishment process, Key Corporate Communications, and store cleanliness standards are properly executed when opening or closing.

Open and closes the store following proper procedures documented in the opening and closing checklist.

Ensure that registers are properly opened and closed, doors are opened and locked and alarms are set correctly.

Confirm that deposit slips, spreadsheets, envelops and deposit bags are correctly filled out and discrepancies are reconciled and cleared by accounting.

Execute lead cashier responsibilities such as return, exchange and check approvals.

Remain current on all company policies and ensures that all policies, standards and procedures are maintained and followed in a consistent manner.

Stays current and up-to-date on all store systems.

Swissport USA, INC Dulles, VA (Assumed Contract from Air Wisconsin Airline Corp) 10/2014-05/2016

OCC Scheduling Manager

Review master planned work schedule for specific work areas to determine accuracy and clarity

Develop a preliminary workforce schedule by departments to ensure all requirements are met

Actively meets with operation managers to finalize weekly schedule ensuring that all shifts are cover.

Ensure that the ramp assigned personnel agrees with operations plan

Distribute final schedule to the different departments (ramp, baggage and commissary)

Communicate any flight schedule changes to all affected department

Ensure all daily activity logs are accurate

Ensure all ramp staff is optimize to the fullest in order to cover all flight activity

Monitor ESD, AE and Access software for accurate schedule execution

Monitor employees worked hours, overtime, terminations to ensure payroll is accurate

Air Wisconsin Airlines Corporation Dulles, VA 11/2013- 10/2014

Passenger Service Agent- Ramp Lead

Manage a team of 5-8 people to provide ground services for United Express carriers which include but is not limited to:

Ensure the safety of all team members and aircrafts

Ensure all ground equipment is connected properly to aircraft in accordance to the aircraft necessities (GPU’s, Air starts, jet bridges, etc.)

Ensure safe on time Departures

Scanning Loading/Unloading bags according to the weight and balance policies for each particular aircraft

Maintain a discipline work environment and adhere to company rules and regulations

Ensure staff maintains a professional image and attitude at all times

Blossom Tours International Woodbridge, VA 5/2008 - Present

Office Manager

Manage a small family operated Tour and Travel Agency

Worked 15-25 hours/week

Developed Itineraries for small groups

Approved invoices for payments

Organized, ordered and maintained all office supplies

Established and/ or cultivated strong business relationships with customers

Arrange reservations with hotels and transportation Companies

Support President/CEO by regulating her day-to-day scheduling, handling expense reports, and strengthening her presence as a leader within the organization; report directly to CEO.

LA Fitness International, LLC Northern Virginia 10/2010-04/2013

Operations Manager

Responsible for the overall direction, coordination, operation, and success of the club. Ensure that the club meets or exceeds financial goals while providing remarkable leadership in areas of customer service, and member participation. Cast, coach, communicate with, align and hold accountable all club personnel to ensure the consistent delivery of LA Fitness expectations.

Monitor revenue and expenses on a daily basis.

Monitor supplies and expenses for each department.

Provide exceptional customer service by assisting members with their suggestions and concerns.

Perform a daily walk-through to ensure all areas of the club are "Like New", clean, and organized.

Demonstrate a positive attitude and ensure all team members are providing the highest level of customer service, cleanliness, and financial performance.

Recruit, hire, and mentor team members to promote career growth through performance assessments, development, and training.

Process weekly employee’s schedules.

Process daily deposits.

Order supplies and process work orders request

Fairfax Stars AAU Vienna, VA Summer 2008- Present (Seasonal)

Basketball Referee Coordinator/Game Scheduler

Officiate games for local basketball leagues.

Keep game and coaches under control

Book and Manage officials for tournaments and leagues of 100 plus teams

Volunteer Work

Girls Basketball Coach- Fairfax Stars AAU

Girls Basketball Coach- Gainesville Youth Basketball

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