Reena Kundra

***** ******* ***** ***, ***********, Virginia 20155; (Phone) 703-***-****; (Email) acz8yw@r.postjobfree.com

Summary

A management professional with proven experience, training, and technical expertise. Experience includes functional management (employee development, corporate initiatives, and sales) and supervision of personnel. I am a goal oriented leader, self-starter, successfully interacting with all organizational levels and environments, quick to adapt the tools and resources at hand to most effectively accomplish tasks and objectives. I am dependable, knowledgeable, hardworking, and capable of managing multiple assignments efficiently and effectively; managing a team, working within a team, or independently.

Education

January 2010 – August 2013 George Mason University, Fairfax, VA

Bachelor of Science; GMU School of Business Management, Concentration in Human Resources; Dean’s List

Relevant Coursework:

-Business Strategy, Talent Management, Human Capital/Resource Management, Quality Assurance and Control, Risk Management, Business Ethics, Corporate Governance and Compliance

January 2007 – December 2009 Northern Virginia Community College, Manassas, VA

Associate of Science, Business Administration; Dean’s List

Awarded Certificate of Recognition for Community Service, Completion of 300+ hours

Professional Development

Linguist: Fluent in Hindi and Punjabi; Spanish-speaking conversationalist

Skillset includes: Talent Growth and Development; Interpersonal Communication and Collaboration; Time Management; Corporate Initiative Implementation, and Standardization; Customer Service; Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, and Emphasizing Excellence.

Demonstrated experience with Microsoft applications, and specific corporate business systems

- Glory, SAP, Sterling Direct, Image Silo, LPMS, CMMS, BI Reporting, POS, Escape Web, and Citrix

Active member of professional organizations:

-Member of Future Business Leaders of America - Phi Beta Lambda Inc.

-Member of Singh Sabha Gurdwara – Sikh Community of Fairfax, VA

-Member of Rajdhani Mandir – Hindu Community of Chantilly, VA

-Certified in First Aid and CPR

Experience

December 2011 – Present BJ’s Wholesale Club

February 2016 – (current position) Member Services Manager (MSM), Fairfax, Virginia

Ensures quality and control of, and compliance with, operational functions associated with assigned areas through the consistent enforcement and maintenance of established corporate processes and procedures. Responsible for managing club membership efforts, providing Member support, and overseeing and directing the work of Team Members in the front line and member service departments. Develops effective and productive teams in the Member Services and Front Line departments through the selection, training, and performance process. Coaches, motivates and applies reinforcement techniques with direct reports to enhance their overall success and development. Executes company programs and initiatives to drive membership growth.

Promoted/Transferred to a Full Serviced, Higher Volume Club as a result of exceptional performance.

Meets and/or exceeds Membership Fee Income (MFI) goals and service expectations through successful acquisition, retention, loyalty, and experience efforts.

Enforces membership policies and procedures to ensure compliance with company standards.

Researches and Evaluates individual results on membership sales/upgrades/easy renewals/ and co-brand credit cards.

Responsible for checking in and displaying jewelry, watches and gift cards to planogram with appropriate signage.

Maintains tobacco/alcohol resale forms and 202 receipts to state exempt/resale requirements.

Manages equipment, supplies and collateral to ensure departments run efficiently through central purchasing/vendors.

Maintains an atmosphere that supports a positive shopping and transactional experience for Members/Non-Members.

March 2015 – February 2016 Customer Service Manager (CSM), Gainesville, Virginia

Responsible for overseeing the customer service department, and ensuring the corporation delivered the highest level of customer service possible. Supervised, trained, coached, and mentored employees. Maximized corporate operational performance by providing resources and technical advice, resolving problems, and applying new techniques. Improved quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implemented appropriate changes.

Promoted to a Salaried Managerial position managing 40+ employees directly, 60+ indirectly

Led a team of 100+ hourly TM’s in a big-box, high volume wholesale club environment of a 100,000 sq. ft. building.

Managed the frontline employees, Operational control and Audit compliance with all Company frontline standards.

Managed company’s monthly donations by working with local charities and media outlets to establish BJ’s as a valuable partner in our communities through involvement, such as, Feeding Communities Food Donation Program, Greenville Elementary Back to School Drive & Adopt-a-School Program.

Developed sources of qualified applicants, interview and screen candidates, administer tests, check references, evaluate applicant qualifications, and finalized hiring decisions.

Adjusted payroll funds to staff Frontline accordingly, while maintaining an efficient schedule within budget guidelines.

Prepared/Administered training, coaching, corrective action, annual performance reviews, merit increases and plans of performance growth to increase productivity and employee/member relations.

Performed Daily Safe Audits, Arranged bank deposits and bank reconciliation slips, Regulated authorized safe amounts and Executed all GARDA transactions.

Awarded Certificate of Achievement for Member Engagement Train-the-Trainer

December 2011 – March 2015 Frontline Supervisor (FLS), Gainesville, Virginia

Directly supervised employees and front line operations such as training, daily duty assignment(s), and scheduling. Managed member traffic flow throughout the front line providing members with fast, courteous, friendly customer service to achieve a high level of member satisfaction and operational control. Responsible for protecting company assets and ensuring proper protocol for resource security.

Cross-trained in Cash Office, Membership, Loss Prevention, Gas Station, Food Court and all Frontline Departments.

Awarded/Recognized as the First Employee of the Month of a Brand New Store by Corporate for outstanding service.

Leader of the corporate Retention Program.

Ranked #1 in the Zone for Creative Safety Bulletin Board, club won $500

Actively exceeded Conversion Goal of 59.4% (Paid vs. Free Inner Circle) and Rewards Goals of 8 per week.

Ranked #1 in the Region for Spring Membership Acquisition Program (MAP), won IPAD Mini, club won $1000

September 2009 – January 2013 Admin I Training Division Intern, Fire and Rescue Academy, Fairfax, Virginia

Strived to provide the highest quality of training, education and information facilitating excellence in clerical and administration. The Training Division handles basic training, field training, firefighter training, emergency medical technicians (EMTs) training, CPR training, volunteer training, Explorer Post 1949 Program and Honor Guard Unit.

Served in a fast-paced administrative environment requiring expert knowledge of Microsoft applications.

Responsible for the conversation of county certifications and other paper-based records into digital copies, stored within a proprietary database.

September 2009 – October 2011 Guest Service Team Lead (GSTL), Super Target, Gainesville, Virginia

Supervised the front end by managing sales/refund transactions, eliminated guest wait time by being active and visible at the lanes following 1+1 standard, resolved customer inquiries/complaints and responded to all alerts within 60 seconds. Responsible for selecting top talent, position training and the performance management process, which includes recognizing, coaching, providing meaningful feedback, writing and delivering counseling, corrective actions, and performance reviews. Lead a compliance culture to mitigate legal risk, including adherence (self and team) to applicable meal and break guidelines along with maintaining a secure workplace by encouraging safe behaviors.

Prepared start funds for registers, verified money in the safe, resolved any discrepancies and maintained cash office.

Ensured endcaps/dollar spot/giftcards are reset biweekly, merchandise is stocked, well zoned and set to planogram.

Maintained ad/policy board, state licenses, gift registry kiosk and photo kiosk by developing photos.

Increased Target Red Card sales revenue by 20% with a 3.8 out of 4.0 overall conversion rate.

May 2006 – May 2009 Library Page, Centreville Regional Library, Centreville, Virginia

Acquired, organized, promoted and disseminated a wide range of resources to meet the diverse needs of the community. Supported independent learning and encouraged reader development. Provided a wide range of information on business, the community, careers, learning and recreation. Proficient in the use of organization skills, and assisting the public in accessing the Internet and other web-based services.

Received Page Shelving Award for shelving 183 Items/Hour. Ranked #1 among staff.

Certified PWC Public Library System Cart Test

Contact this candidate