Customer Experience Human Resources
Resume:
Shamila Gonzales
#*** ***** ****** **** ****, Diego Martin
Phone : 868-***-****
E-mail : ********.*******@*****.***
Date of Birth: 15th December 1981
Professional Summary
Self-motivated leader with over eight (8) years’ experience training staff whilst boosting customer loyalty and sales through outstanding individualized service.
A resourceful expert at marketing and up-selling to meet and exceed sales quotas.
Committed to using positive Human Resource Management skills to mentor and train staff so they are empowered to strengthen customer experience when answering requests and processing sales.
A dedicated administrative and accounting generalist with experience in maintaining daily accounts, preparing monthly reports, and creating a strategy to maintain cost effective practices.
Experience
BRANCH MANAGER: MAY 2016 –FEB 2022
COURTS OPTICAL; UNICOMER TRINIDAD LIMITED: #1 Courts Way, Calcutta
#1 Freeport, Trinidad
● Administration: Supervise and maintain store administration, i.e., inventory, equipment, and staff as a cohesive unit to maintain customer experience /patient satisfaction. Prepare/Review weekly staff roster. Monitor patient bookings and patient flow to ensure delivery of service to grow customer base. Ensure that all safety procedures / processes are practised and adhered. Ensure proper housekeeping and cleanliness of the store, addressing all maintenance and equipment concerns. Ensure that the Technical Administrator/Sales Lead or Senior Dispensing staff is at the practice when away from duty. Collaborate with the Optician or Technical Administrator/Sales Lead in decision-making of a technical nature to aid in the timely resolution of customer concerns/complaints and/or escalate to the Manager - Retail Operations. Schedule monthly staff meetings.
● MARKETING: Strategize & coordinate local marketing initiatives to create localised interest in the Optical brand, increasing the Company’s market share in that region. Make recommendations to the Brand Manager/Marketing Manager on promotional ideas and campaigns.
● HUMAN RESOURCES: Implement team building and motivational initiatives through coaching and effective management of staff to deliver quality eye care products and services that would sustain an exceptional customer experience and increase staff retention. Recommend timely training requests via performance improvement plans
(PIP) or performance support plans (PSP) to the Manager, Retail Operations. Conduct performance appraisals with the Technical Administrator/Sales Lead or Optician, for the team on a bi-annual basis. Ensure disciplinary matters are promptly addressed. Consult with the Manager, Human Resources to ensure that all disciplinary matters are handled in accordance with our company’s policy and procedures and in keeping with Industrial Relations (IR) best practices.
● SUNDRY: Providing information and assisting with queries in a courteous, professional, and efficient manner. Prepare reports as requested by the Manager - Retail Operations Assist the Accounting Department with inventory count at stores on a quarterly basis. Perform any other duties associated with the unit which may or may not be related to the above functions as directed by the Manager-Retail Operations.
AREA MANAGER: FEB 2015- JULY 2015
RITUALS COFFEE; PIZZA BOYS LIMITED - #80 Lower Boundary Road, El Socorro, San Juan, Trinidad
● Creating an atmosphere in the restaurant that will promote high morals, unity and teamwork amongst employees with peers.
● Adherence, compliance, and implementation of company policies of cleanliness, customer service, product quality and product consistency.
● Implement policies and ensure compliance to mechanisms to keep food cost, beverage cost, labour cost and other operational cost within budgeted expectations.
● Meet all targets.
● Ensure all company reports are submitted in accordance with company policy and procedures and deadlines.
● Ensuring complete customer satisfaction.
MANAGER: JUL 2012- AUG 2013
UPPER CRUST PATISSERIE LIMITED- Bengal Street, St James, Trinidad
● Responsible for the overall operations of the business.
● Responsible for marketing products and services.
● Hiring, firing, and training staff.
● Maintain and control inventory of raw and baked items.
● Accounting for daily expenses.
● Lends support to the company accountant.
● Maintain a high-quality relationship with creditors. ACCOUNT MANAGER: JUN 2011- JULY 2012
NARS VALUE HARDWARE- Eastern main road, Laventille
● Communicates daily with the Managing Director on the financial status of the company.
● Utilised Sage Peachtree Complete Accounting.
● Maintain a high-quality relationship with creditors.
● Prepare payroll records.
● General office duties which include typing, data entry, printing, copying, and faxing.
● Verify data and financial statements for the accountant. TELEMARKETING AGENT: APR 2009- MAY 2011
GEMMA COMMUNICATIONS LIMITED- MONTREAL, CANADA
This company is an outsource customer relationship management company providing quality communication services to Fortune 500 clients.
● Handled automated outbound calls to client prospects to market financial services for credit cards and insurances.
● Provide superb customer service experience to each client.
● Met sales targets, quality assurance and develop tactical and strategic skills. BUSINESS DEVELOPMENT REPRESENTATIVE: NOV 2008- JULY 2010 MAXIPAGE INC- LAVAL, MONTREAL, CANADA
(Temporary)
Maxi Page, an online marketing system for booking reservations 24/7 for all types of businesses. I joined the new sales department to develop and increase sales revenue by targeting the Caribbean Islands prospects.
● Research and facilitate strategic planning to determine target clients.
● Develop business strategies to inform prospects of company services.
● Establish and maintain high quality relationships with new prospects. Skills
● Computer literate; MS Window XP/2000, Outlook, Excel, Word, PowerPoint, Sage Peachtree Complete Accounting 2012.
OTHER
● Travels; North and South America, Caribbean Islands HOBBIES
● Reading, Dancing, Meeting people and outdoor activities. Education
March 2024
Technical Institute for Learning: Operation Management Modules:
● Introduction to Operation Management
● Business Development and Succession Planning
● Process Management
● Planning and Forecasting Operations
● Manufacturing and Delivering Operations
● Managing Risk and Recovery
● Performance Management
● Conflict Management
● Procurement and Purchasing Management
● Supply Chain Management
● Time Management
Jan 2015- Mar 2015
INSTITUTE OF TRAINING AND DEVELOPMENT-
Certificate in Project Management
Sep 2012- May 2013
SCHOOL OF ACCOUNTING AND MANAGEMENT; ANGLIA RUSKIN UNIVERSITY, UNITED KINGDOM-
Bachelor of Arts (Hon) Business Management
Sep 2008- Oct 2009
STRATFORD CAREER INSTITUTE- Mount Royal, Quebec, Canada- Diploma in Fashion Merchandising and Design
Sep 2014- May 2006
SCHOOL OF ACCOUNTING AND MANAGEMENT; ANGLIA RUSKIN UNIVERSITY, UNITED KINGDOM-
Diploma of Higher Education: Business Management
Mar 99- Jun 00
DELTASOFT COMPUTER TRAINING AND SERVICES, PORT OF SPAIN- Introduction to Business Software and Electronic Touch-Typing CXC O’LEVELS; GENERAL
Mathematics, English, Principal of Accounts, Principal of Business, Visual Arts References:
Mrs. Sally Ragoo
721-2918 or *****.*****@*****.***
Business Development and Human Resources
Mr. Nigel Pustam
305-1550 or ***********@*****.***
Area Manager
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