Customer Service Store Manager
Resume:
Miguel Perez
El Paso, TX *****
********@*****.***
· Dedicated Operations Manager and effective leader who excels at using proven methods and cutting- edge technology to successfully cut costs, streamline operations and increase productivity.
· Versatile Manager trained in customer service and sales, who thrives in dynamic, challenging and fast-paced professional environments.
· Assertive and enthusiastic with extensive knowledge of customer service, sales techniques and an unsurpassed worth ethic.
Work Experience
Store Manager
Speedway - El Paso, TX
June 2023 to Present
• Responsible for daily operation of store location.
• Oversee and provide customer service leadership, training, and coaching, for all store employees.
• Maintaining high retention by focusing on identifying qualified applicants, developing leaders, empowering employees, and encouraging employee productivity.
• Implementation of all merchandising and marketing programs.
• Competency in cash handling, fuel transactions, and promoting the Speedy Rewards loyalty program.
• Maintain a clean, safe environment by complying with all health and sanitation procedures to ensure the store is presentable and that all products are in-stock. Store Manager
Circle K - El Paso, TX
August 2019 to Present
Leadership and Management
· Recruit, hire, and train positive, enthusiastic employees, ensuring excellent customer service.
· Develop, manage and assign tasks appropriately to ensure the site is clean, adequately stocked, organize and well-kept based on Company standards.
· Maintain a professional and supportive image among subordinates and supervisor.
· Schedule employees within Company guidelines to maximize customer service and maintain site image.
· Implement non-discriminatory related management skills while hiring, training, counseling, motivating and separating employees.
Site Relationships
· Develop positive and professional relationships with all suppliers.
· Promote excellent service and resolve customer complaints in a timely, professional manner.
· Promote and ensure a safe, positive public image within the neighboring community. Training and Development
· Prepare on-going and timely performance appraisals in writing for all employees, providing proper performance-based feedback.
· Train all employees ensuring that customer service, site image and marketing execution meet Company standards.
· Train all employees on safety procedures and promote safety awareness. Store Manager
Circle K - El Paso, TX
August 2019 to Present
Communication
· Develop ways and means to ensure that all employees receive proper communication in a timely manner.
· Establish periodic on-going communication meetings with all site employees and the Market Manager. Organizing and Planning
· Evaluate and develop specific action plans to address the needs of the site in order to reach the desired objectives.
· Organize and maintain all site files and manuals.
· Manage and supervise store employees to ensure that all required and requested reports due are completed accurately and timely.
· Manage and supervise store employees to ensure that all merchandise is stocked, attractively displayed and priced correctly.
· Ensure that all required employment related posters and signs are in a place that is easily accessible to all employees.
Financial
· Analyze daily sales and expense information and take appropriate action to maximize sales and net profits.
· Budget and forecast P&L lines, as well as understand and manage merchandise margins.
· Safeguard and account for all money received and disbursed.
· Perform all other financial analysis necessary to maximize sales and net profits. Working Conditions
· Performs approximately all work indoors but will be required to work outside in order to clean parking lots, gas pumps, take out garbage, etc.
· Be exposed to occasional cold temperature extremes while supervising or managing store employees performing occasional work in a walk-in cooler and/or freezer.
· Be exposed to occasional noise.
· Work with a minimum of direction and supervision.
· At all times work as an effective manager, supervisor and leader. Team Leader/Supervisor
Teleperformance - El Paso, TX
August 2021 to June 2023
• … evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
• … define the scope of the project and perform requirements analysis.
• … create, revise, augment, detailed process map, identify potential risks and failure points, prepare risk mitigation plan.
• … design and compose materials and/or documentation related to procedures and policies, FAQs, Knowledge Base, and services offerings.
• … assess process complexity to determine skill set requirements, design training plans, and agent certification process.
• … understand and document the client’s metric measurement system, reporting structure, and baseline KPI performance for target setting.
• … design Quality Framework including sampling and audit methodology.
• … ensure solutions meet business needs and requirements.
• … effectively communicate business insights and plans to cross-functional team members and management.
• … actively participate in developing documentation or document publishing strategy, policy, and guidelines.
• … serve as the subject matter expert for crypto assets, and coordinate Q&A/FAQs across various internal teams and external parties.
• … continuously improve and find ways to streamline existing process details while ensuring robust controls are in place.
• … own and hold accountable for ensuring the knowledge base is up to date and aware of changes through knowledge alignment, touchpoints, and process knowledge tests. Branch Manager
Texas Car Title and Payday Loan Services - El Paso, TX August 2018 to August 2019
· Consistently staffs and trains branch co-workers in all critical processes of branch operations.
· Effectively communicates the benefits of company products and programs during inbound and outbound sales opportunities.
· Explains contracts to customers thoroughly and ensures all necessary documents are completed and signed by both parties to meet federal, state and local requirements.
· Produces consistent customer growth through effective training and inspection of lending and account management practices, with an emphasis on customer retention.
· Provides a branch schedule that ensures an efficient use of manpower and maximum effectiveness.
· Coach and develop team through training, employee management, and setting an example in order to maximize potential for team members and the business.
· Encourage store growth and profitability by appraising vehicles, selling loan products to consumers, obtaining referrals, participating in community events, and more.
· Develop customer relationships and provide unrivaled customer service in order to build new business, increase store profitability, and further brand loyalty and recognition.
· Set performance standards and expectations while holding team accountable for upholding compliance with Company policies and procedures, as well as local, state, and federal laws and regulations. Regional Manager
MetroPCS - El Paso, TX
January 2013 to July 2018
· Accomplishes regional sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees in assigned districts; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
· Achieves regional sales operational objectives by contributing regional sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining regional sales system improvements; implementing change
· Meets regional sales financial objectives by forecasting requirements; analyzing variances; initiating corrective actions.
· Establishes sales objectives by creating a sales plan and quota for districts in support of national objectives.
· Maintains and expands customer base by counseling district sales representatives.
· Accomplishes sales and organization mission by completing related results as needed. Store Manager/Assistant District Manager
PLS Financial Services - El Paso, TX
April 2010 to December 2012
· Managed team of 12 professionals.
· Maintain exemplary customer service within the district and community to establish special business relationships with our customers.
· Implement strategies to help meet store goals and area performance as needed.
· Recruit, develop, and motivate store employees who exceed internal and external customer expectations.
· Ensure compliance with federal, state, and local regulations.
· Establish a strong customer service/selling culture to maximize sales.
· Supervise CSR activities, including but not limited to transaction processing, maintenance of cash drawers, and cash handling procedures.
· Coach and develop assistant managers and shift supervisors in accordance to career development plans set by District Manager.
· Marketing within our community to increase market share and store revenues.
· Resolve customer complaints for increased customer satisfaction.
· Control labor hours, cash, store audits, and shrinkage.
· Help maintain a neat and clean store environment for our customers and employee.
· Analyzing P&L results and trends to increase and maximize sales. Education
Bachelor of Science in Business Management
Park University - Fort Bliss, TX
2013
Skills
• Bilingual (Spanish/English)
• Process improvement strategies
• Strategic planning
• Inventory control
• Procedure development
• Staff retention
• Analytical
• Relationship building
• Team building
• Systems implementation
• Cost reduction and containment
• Microsoft Office Suite expert
• Flexible
• Troubleshooting and problem solving
• Dedicated
• Staff training
• Client relationships
• Supervision and training
• Operations management
• Sound judgment
• Staff development
• Computer-savvy
• Compensation/benefits administration
• Complex problem solving
• Calm under pressure
• Outbound sales
• Profit & loss
• Financial analysis
• Pricing
• Forecasting
• Store management
• Recruiting
• Human resources management
• Performance management
• Retail management
• Business analysis
• Workers' compensation
• FMLA
• Microsoft Excel
• Supervising experience
• Microsoft Word
• Customer service
• Microsoft Outlook
• ADP (3 years)
• Teaching (10+ years)
• Industrial equipment
• Employment & labor law
• Property management
• IVR
• Continuous improvement
• Leadership
• Call center management
• Workday
• Analysis skills
• Financial management
• Communication skills
• Hospitality
• Management
• Time management
• Payroll
• Restaurant experience
• Guest services
• Google Suite
• CRM software
• Customer support
• Oracle
• Computer skills
• Sales
• Microsoft Office
• Risk management
• Fair Housing regulations
• Accounting
• SharePoint
• Power BI
• Workforce management
• Technical support
• Help desk
• Management
• Sales
• Customer service
• CRM software
• Microsoft Office
• Computer skills
• Leadership
• Negotiation
• Salesforce
• Time management
• Spanish
• Supervising experience
• Direct sales
• Customer relationship management
• Presentation skills
• Relationship management
• Outbound sales
• Workforce management
• HR sourcing
• Recruiting
• Telemarketing
• Profit & loss
• Forecasting
• Financial acumen
• Business development
• Training & development
• Live chat
• Technical support
• Google Docs
• Continuous improvement
• Workday
• Hospitality
• Windows
• Social media management
• Interviewing
• Root cause analysis
• Human resources
• Banking
• Office management
• Military
• Microsoft Word
• Word processing
• Organizational skills
• Communication skills
• Loan processing
• Budgeting
• Public speaking
• Conflict management
• Project management
• Account management
• Marketing
• Sales management
• Mentoring
• Program management
• Financial analysis
• B2B sales
• SharePoint
• Microsoft Access
• Telecommunication
• Property management
• Upselling
• Cold calling
• Computer networking
• Power BI
• Lean Six Sigma
• Computer hardware
• Payroll
• Kronos
• Guest services
• Store management
• Accounts receivable
Languages
• Spanish - Expert
Certifications and Licenses
Food Handler Certification
July 2023 to July 2025
AED Certification
Driver's License
August 2018 to July 2025
Assessments
Management & leadership skills: Impact & influence — Proficient August 2021
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Call center customer service — Proficient
October 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Customer focus & orientation — Proficient
May 2022
Responding to customer situations with sensitivity Full results: Proficient
HR: Compensation & benefits — Proficient
May 2022
Knowledge of compensation and benefits programs
Full results: Proficient
Customer service — Proficient
May 2022
Identifying and resolving common customer issues
Full results: Proficient
Office manager — Proficient
July 2022
Scheduling and budgeting
Full results: Proficient
Retail customer service — Proficient
June 2022
Responding to customer situations in a retail setting Full results: Proficient
Workplace safety — Proficient
June 2022
Using safe practices at work
Full results: Proficient
Business math — Proficient
June 2022
Using basic math to solve problems in a business context Full results: Proficient
Recruiting — Proficient
June 2022
Managing the candidate sourcing and selection process Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient June 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Sales skills — Proficient
June 2022
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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