Customer Service Human Resources

Maria Gonzalez

********.******@*****.*** 917-***-**** Bronx, NY 10462

Summary

Quality focused Manager with 15 + years in sales and progressive leadership roles. Skilled at coaching and encouraging staff toward advancement by leveraging enthusiastic and supportive attitudes. Proactive in addressing operational concerns to streamline processes, boost customer engagement. Skills

● Customer and vendor relations

● Staff supervision

● Safety protocol

● Outstanding communication skills

● Strategic planning

● Event planning

● Recruiting and hiring

● Schedule management

● Employee development

WORK EXPERIENCE

General Manager

Happier Grocery, New York City January 2024- July 2024

● Working closely with the managers and other senior staff to retain clients

● Developing key performance goals and managing the performance of the staff

● Oversee all daily operations of several departments within the store while maintaining high standards of retail execution, merchandising, customer service, and employee morale.

● Develop, implement and execute standard operating procedures around training, scheduling, purchasing, retail standards.

● Managing of budget and financial monitoring

Manager

Citarella Gourmet Market, New York City September 2019- December 2023

● Operations and human resources for both exempt and nonexempt employees while implementing and executing all Citarella programs, communications and mission.

● Oversee all daily operations of several departments within the store while maintaining high standards of retail execution, merchandising, customer service, and employee morale.

● Develop, implement and execute standard operating procedures around training, scheduling, purchasing, retail standards

● Execute and facilitate all safety and accountability procedures during holidays and times of high volume.

● Train and set expectations for salaried managers and hourly associates. Store Manager

Babeth’s Feast, New York City April 2018- September 2019

● Gourmet French inspired food market start up company.

● Plan and coordinate neighborhood outreach events to heighten brand awareness to drive sales.

● Training and hiring the staff in order to provide the highest level of customer service.

● Operational duties include: scheduling, analyzing the Profit and Loss report, maintaining a high level of cleanliness to meet the health department requirements. Commercial Manager

Charles Tyrwhitt, New York City March 2015 - April 2018

● Coaching and Training Sales Associates in customer service functions and selling skills to maintain a profitable bottom line.

● Human Resources responsibilities include: recruit and interview new hires, prepare and maintain monthly staff work schedule, set weekly selling goals for sales associates. Store Manager

Starbucks Coffee, New York City December 2009 – May 2015

● Responsible for generating the highest level of customer service by providing fast, friendly, clean and taste.

● Training all partners to meet our customer and daily goals, product knowledge.

● Operational duties such as recruiting, scheduling, understanding and analyzing P&L, maintaining a high level of cleanliness to meet the health department requirements. Customer Experience Manager/ Product Process Manager Best Buy, New York City December 2007 - November 2009

● Responsible for maintaining the highest standards of customer service making direct contact with clients in order to collect, analyze, and create innovative ways to improve service.

● Coordinated events, developed associates to achieve business expectations.

● Directly accountable for Loss Prevention, ensuring daily shrink targets are achieved, and planning/ ordering physical inventory.

● Operational duties include store maintenance, payroll and HR functions. Assistant Manager

Brooks Brothers, New York City February 2004 - December 2007

● Responsible for generating sales and highest standards of customer service through merchandising, event planning, leadership and development of store associates.

● Other duties include payroll, human resources, and daily operations. Associate Manager

Banana Republic, New York City October 2000 - December 2003

● Planned, executed, and managed department operations to include merchandising, visual directives and sales generation.

● Managed key financials to ensure maximum profitability. Maintained and exceeded company customer service standards.

EDUCATION

Associate Degree,

September 1996 - May 1998

Long Island University Brooklyn, New York; GPA 3.8

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