Customer Service Team Leader

LG Lisa Gutierrez

Antioch, CA ***** 925-***-**** ***********@*****.***

PROFESSIONAL

SUMMARY

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

SKILLS Quality Standards

Training Programs

Payroll Operations

Departmental Operations

Business Operations

Employee Evaluation

Incident Management

Customer Care

Inventory Audits

Delivery Schedules

Customer Satisfaction

Management Training

Budget Controls

Payroll Administration and

Timekeeping

Price Structuring

Desktops, Laptops and Mobile

Devices

Staff Training

Policy Development and

Enforcement

Hiring and Onboarding

Inventory Tracking and

Management

Equipment Repairs

Supplier Monitoring

WORK HISTORY MANAGER OF OPERATIONS 10/2021 to CURRENT Aura Management Ampm 4727 Willow Pass Rd Pittsburg Ca Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Identified and resolved unauthorized, unsafe, or ineffective practices. Set, enforced, and optimized internal policies to maintain responsiveness to demands.

Partnered with vendors and suppliers to effectively manage and budget. Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

Supervised operations staff and kept employees compliant with company policies and procedures.

Led hiring, onboarding and training of new hires to fulfill business requirements.

Developed and implemented strategies to maximize customer satisfaction. Developed and maintained relationships with external vendors and suppliers.

Directed initiatives to improve work environment, company culture or overall business strategy.

Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Trained new employees on proper protocols and customer service standards.

Interacted well with customers to build connections and nurture relationships.

Trained and guided team members to maintain high productivity and performance metrics.

Assisted in recruiting, hiring and training of team members. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Reported issues to higher management with great detail. Monitored daily cash discrepancies, inventory shrinkage and drive-off. Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies. Raised property accuracy and accountability by creating new automated tracking method.

STORE MANAGER 05/2016 to 10/2021

Chevron Gas Station Neroly Rd Pittsburg Ca

Completed point of sale opening and closing procedures. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Managed inventory control, cash control, and store opening and closing procedures.

Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation. Assisted with hiring, training and mentoring new staff members. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Approved regular payroll submissions for employees. Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings. Reconciled daily sales transactions to balance and log day-to-day revenue. Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.

Supervised guests at front counter, answering questions regarding products.

Developed and implemented successful staff incentive programs to motivate employees.

Trained new employees on proper protocols and customer service standards.

Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Trained and guided team members to maintain high productivity and performance metrics.

Monitored daily cash discrepancies, inventory shrinkage and drive-off. Assisted in recruiting, hiring and training of team members. Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Managed purchasing, sales, marketing and customer account operations efficiently.

Reported issues to higher management with great detail. Implemented business strategies, increasing revenue and effectively targeting new markets.

Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Implemented innovative programs to increase employee loyalty and reduce turnover.

Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality. Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Negotiated price and service with customers and vendors to decrease expenses and increase profit.

ASM MANAGER 05/2006 to 09/2008

Charley's Grilled Subs Somerville Rd Antioch Ca

Maintained professional, organized, and safe environment for employees and patrons.

Managed and motivated employees to be productive and engaged in work. Onboarded new employees with training and new hire documentation. Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Successfully managed budgets and allocated resources to maximize productivity and profitability.

Streamlined and monitored quality programs to alleviate overdue compliance activities.

EDUCATION High School Diploma 07/1998

Compton High School, Compton, CA

LANGUAGES Spanish

Native or Bilingual

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