Customer Service Training Consultant
Resume:
MP MICHELLE PENELLO
Beach City, TX ***** 817-***-****
**********.*******@*****.***
PROFESSIONAL
SUMMARY
A well-qualified well-rounded Training Specialist adept at planning and implementing training programs while communicating with supervisor progress and areas of challenges. Authoritative and clear communicator with enthusiastic positive attitude style and insightful approach.
SKILLS Licensed Classroom Proctor
Effective/timely emails
Team Building
Team Motivation/Positive speaker
Goal/Task driven
Structured in and out of
classroom
Windows10/Power BI/Zenput
/Company Portals/ Powerpoint
presentation
With over 10 years of
management experience,
developed strategy for making
quick decisions under high
Business Management Principles
Training Video Production
Simulation Leadership
Active Listening
Continuous Improvement
Ability To Manage
High Performance Standards
Customer Service-Oriented
Ability To Communicate
Effectively
Verbal And Written
Communication
Problem-Solving Skills
Identify Training Needs
Training Programs
Ms Office
WORK HISTORY FIELD TRAINING CONSULTANT 02/2016 to 12/2021 7-Eleven Grand Prairie, TX
Defined and articulated goal learning outcomes, performance metrics and changes to improve student learning.
Developed effective internal controls and helped Market Managers, Field Consultants and Store Leaders understand and operate within budget Recorded videos and wrote instructions to facilitate online and remote training programs.
Implemented cross-training to improve depth of skill sets within team. Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Coordinated logistics of and delivering training to up to 12 personnel. Assessed program effectiveness and implemented improvements to increase quality of instruction.
Developed new and improved training programs focused on write offs in food program
Coordinated logistics of and delivering training to up to 12 personnel in self- paced and partially facilitated 8 week program. Worked with central management to identify, plan, align and address training needs.
Compiled training handbook and related course materials. Liaised between trainers and course participants.
Monitored training reports within learning management system for respective roles to promote initial and annual training completion. Gathered data about course success and participant experiences to help with future course planning.
Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
Assisted with support functions such as budgeting and technology coordination.
Coordinated logistics of and delivering training to up to12 personnel. Coordinated logistics of and delivering training to up to 12 personnel. Consulted with organization management to assess needs and plan improvements.
7-ELEVEN STORE MANAGER 01/2014 to 02/2016
7-eleven Irving, TX
7-Eleven operated 6 different locations prior to being promoted Overseen overall operations and ensured top store performance Maintained orders keeping backstock to a minimum and inventory supply while maintaining P&L strategic fin
Promoted as training manager and trained new Franchisee on overall operations of store
Implemented effective profitable sales plan
Increased Food Service overall by 35% APSD along with increasing sales by 25% APSD
Trained, developed and motivated staff, forecasted store sales, maintained budgetary controls, loss prevent
Recruited and trained associates to be able to promote within company Planned and prepared weekly work schedules and assigned specific duties to be completed on daily basis
Improved inventory to maintain level 1 Inventory with minimal loss to company by implementing tools
Maintained 92% Infrastructure Score Monthly
Daily review of CCTV while verifying task, investigation of loss to company by employees
Review/Submit payroll weekly
Reduced out of stock % to 5% verses 60% in month
Able to take legal action against employees stealing working closely with AP along with local PD
CCTV Review and recording
Supported 5 Markets for extra training for Field Consultants and Managers refresher courses with Fran
Implemented Roller Grill Hot Food Management Tools Promoted to Field Training Specialist to Field Training Consultant Managed inventory control, cash control and store opening and closing procedures.
Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Completed point of sale opening and closing procedures. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation. Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings. Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements. Approved regular payroll submissions for employees. Rotated merchandise and displays to feature new products and promotions.
Supervised guests at front counter, answering questions regarding products.
Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
Coached sales associates on product knowledge by using wide variety of training tools.
Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness. Reconciled daily sales transactions to balance and log day-to-day revenue.
Scheduled and led monthly meetings for all employees to discuss sales promotions and new inventory while providing platforms for all to voice concerns.
Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platforms for all to voice concerns.
Protected store from loss or theft by setting and enforcing clear security policies.
Rotated stock to achieve optimum appeal and minimize shrinkage. Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
Developed new store location from ground up by hiring and training efficient team.
Analyzed and interpreted store trends to facilitate planning. Set, enforced and optimized internal policies to maintain responsiveness to demands.
Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
Devised processes to boost long-term business success and increase profit levels.
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Bolstered sales volume by implementing incentive program and initiating advanced employee training.
Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives. Actively listened to customers' requests, confirming full understanding before addressing concerns
Developed and maintained courteous and effective working relationships Prepared variety of different written communications, reports and documents
Learned new skills and applied to daily tasks to improve efficiency and productivity
Drove operational improvements which resulted in savings and improved profit margins
Developed and implemented performance improvement strategies and plans to promote continuous improvement
Improved operations through consistent hard work and dedication Maintained excellent attendance record, consistently arriving to work on time
Offered friendly and efficient service to customers, handled challenging situations with ease
Used critical thinking to break down problems, evaluate solutions and make decisions
TRAVEL CENTER MANAGER 01/2012 to 01/2014
Pilot Flying J Waco, Tx
Easily establish rapport with people of all ages, cultures, and beliefs Earned reputation as valuable and c
Motivated, efficient, accurate and detail-oriented Quickly established rapport with customers
Scheduling
Interviewing/Hiring Process
Cross Train Associates
Covered shifts for others
Pre Audit/ engagement during audit for accuracy
Order items for truck
Trained new employees on proper protocols and customer service standards.
Assisted in recruiting, hiring and training of team members. Trained and guided team members to maintain high productivity and performance metrics.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service. CENTER MANAGER 01/2011 to 01/2012
Advance America Cleburne, Tx
Earned reputation as valuable and cooperative coworker by being fair, honest, and willing to help others
Consistently maintained high profit margins with $23,500 CGP in 5 months Experienced manager with excellent team abilities
Received rapid promotions by consistently obtaining results which exceeded expectations
Reputation as efficient manager of people and resources with record of integrity, dependability
Preformed statistical information
Performed statistical analyses to gather data for operational and forecast team needs
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
STORE MANAGER 01/2009 to 01/2011
Dollar General Keene, Tx
Implemented effective sales plan
Trained, developed and motivated staff, forecasted store sales, maintain Assist District Manager with weekly roll -up, inventories and overseen other stores in district that
Recruited and trained associates to advance in company Planned and prepared weekly work schedules and assigned specific duties to be completed on a daily basis
Improved inventory 100 basis points
Maintained payroll budget weekly by coming in at -2.16 under budget for quarter.
DISTRICT MANAGER 01/2008 to 01/2009
Dollar General Ft Worth, Texas
Managed a multi- unit, 16 stores successfully by raising sales from 2.35% to 4.84% YTD within 10 week period
Trained and developed store managers and their teams on void,abort and refund process
District went from
In=stock improved 100 basis points by retraining managers on-hands and stock count process
Maintained payroll plan on a weekly basis
Ensured all associates followed policy
Remerchandise stores
Worked with high shrink stores to bring shrink levels down Performed Loss preventio duties with Detail CSA walks Evaluated costs against expected market price points and set structures to achieve profit targets
Revitalized operations and realigned plans to better capture new opportunities and take advantage of changes in customer habits Modeled strong negotiation skills to help team members close tough deals with lucrative clients
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
Modeled best practices for sales and customer service Generated financial and operational reports to assist management with business strategy
Met deadlines by proactively managing individual and team tasks and streamlining processes
Exceeded sales targets with well-developed sales strategy and empowering team coaching
Introduced cost-saving initiatives to reduce losses and increase profit margin
Led targeted training programs to educate staff on product benefits and service capabilities
Supervised 16 locations to enforce high-quality standards of operation EDUCATION H.S Basic 1991
Honey Grove High School, Honey Grove, TX
CERTIFICATIONS Certified Manager Food Handler Proctor Manager Food Handlers License expires 2025
TABC License - will renew if needed
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