Store Manager Assistant
Resume:
Melissa Vasquez
Jacksonville, FL *****
***************@*****.***
A continuation of development and an expansion of my knowledge base while accepting diverse employment tasks and responsibilities.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Assistant Store Manager (ASM)/ gsm
Spirit Halloween / Spencer’s - Jacksonville, FL
August 2014 to November 2023
Every year I work. We start from nothing and build a store and then take it down
• You will develop an analysis, oversee operations and identify areas for improvement
• You will create a customer-focused culture
• You will meet company standards by implementing coaching opportunities with staff
• You will ensure health and safety policies compliance
• and reconciling cash receipts
Assistant Manager/Training Manager
Pollo Tropical - Jacksonville, FL
January 2022 to October 2023
• Maintain speed of service, labor and sales
• Address and corrected staff communication issues in a tactful and effective manner
• develop an analysis, oversee operations and identify areas for improvement
• create a customer-focused culture
• meet company standards by implementing coaching opportunities with staff
• ensure health and safety policies compliance
• and reconciling cash receipts
• Training new management for different locations
Resource Desk Coordinator, ASC
ADT - Jacksonville, FL
November 2019 to July 2022
• Monitor scheduling and inter-day resource management in a multi-skill, multi-channel environment
• Interface with leadership team to discuss areas of opportunities within the dialing strategies
• Use of Avaya CMS Supervisor, ASPECT, Real Time Adherence (RTA), Excel, Outlook, Word and Access, and workforce management.
• Assist with scheduling training projects and other approved off the phone projects Processor II. Account Management Support
ADT - Jacksonville, FL
March 2018 to November 2019
Correspondence ASC
• Retain ADT Commercial, Small Business and Residential (including Canada) customers via inbound and outbound calls and/or responding to correspondence and Internet E-mails. Work closely with all segments of ADT to retain the customer by solving their issues using exceptional customer service skills, while still maintaining an acceptable return on investment to the Company.
• Maintain the Loyalty database through accurate and timely input to ensure accurate reporting to Senior Leaders for all business segments.
• Apply strong analytical skills to identify loyalty opportunities, trends and potential training issues and make key recommendations based on the data.
• Effectively enforce company policies without alienating the customer.
• Accountable for ensuring all offers have been applied and/or all promises have been met (service issues, monitoring concerns, rate changes). Must utilize all systems such as Mastermind Actions, Telmar entries and SSO contacts to ensure the resolution of problems and customer satisfaction. Work closely with Service/Sales Managers and other personnel in the SSO's and RDC's for customer loyalty resolutions.
• Knowledge on all billing applications, policies and procedures and able to resolve any billing related concerns independently.
• Support all ADT customer incentive programs (i.e. Rewards Program) to increase the tenure of the loyalty efforts after the save.
• Participate in pilots, discussions and analysis on key metrics as it pertains to Loyalty Projects.
• Use effective sales approaches and provide effective loyalty offers, as it pertains to the reason the customer wants to cancel.
• Provide feedback to ADT management related to loyalty offers, suggested improvements and customer inquiries/questions in a professional and timely manner.
• Identify operational and systematic situations or potential issues and provide appropriate recommendations necessary to maximize efficiency and improve performance results. Research and resolve customer accounts and issues.
Account Manager
ADT - Jacksonville, FL
October 2017 to March 2018
Account Management, ASC
• Retaining ADT customers by problem solving, deescalating customer issues and resolving account issues.
• Effective communication skills that help deescalate customer calls while problem solving
• The ability to work with multiple screens and programs open to help resolve customer issues
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations
Preinstall Sales Representative, NSC
ADT - Jacksonville, FL
November 2016 to October 2017
• Ensure activation of sales order through providing an excellent customer experience, identifying and resolving customer issues and reselling the value of the ADT services. Use proper discovery to identify root cause of issue/concern and address appropriately.
• Assist customer with confirming order and reselling value of services/equipment and ensuring all customer needs are met
• Provide customer with status of install technician and reschedule appointments as necessary for the customer working closely with OSC and/or SSO to ensure that installation occurs in a timely manner.
• Handle calls appropriately, using "Save our Sales" offers as necessary and appropriately to address issues. Disposition all calls and orders appropriately.
• Handle all calls using the BLUE behaviors and ensuring a positive sale and install experience for the customer.
• Track and escalate trends regarding requests for order cancellation and proactively identify opportunities for improvement.
General Manager
Mobile Retail Store - Jacksonville, FL
August 2011 to November 2016
MetroPCS Authorized Dealer
• Address and corrected sales staff communication issues in a tactful and effective manner
• Address customer inquiries and resolve complaints.
• Design and implement customer satisfactions metrics.
• Open new store locations and assist with recruiting and training new staff.
• Directed and supervised employees engaged in sales.
• Inventory and reconciling cash receipts.
Education
High school diploma
Skills
• Analysis Skills
• Content Management Systems
• Recruiting
• User Interface (UI)
• Talent Acquisition
• Live chat
• SharePoint
• Logistics
• JavaScript
• Java
• SSO
• Microsoft SQL Server
• HTML5
• Bartending
• Restaurant experience
• Retail sales
• Communication skills
• Management
• Merchandising
• Retail management
• Horticulture
• Hotel experience
• Hospitality
• Leadership
• Accounting
• Payroll
• Employment & labor law
• Negotiation
• Supervising experience
• Sales
• Marketing
• Customer service
• Administrative experience
• B2B
• Heavy lifting
• Quick service & fast food restaurant
• Employee relations
• Operations management
• Cooking
• Virtualization
• Restaurant management
• Team management
• Food industry
• Culinary experience
• Food service
• Cleaning
• Organizational skills
• Guest services
• Guest relations
• Mobile devices
• Telemarketing
• Live chat
• Bookkeeping
• Typing
• Store management
• Assembly
• Upselling
• Google Docs
• Planograms
• Cash handling
• Food handling
• Account reconciliation
• Social media management
• Balance sheet reconciliation
• Financial report writing
• Profit & loss
• Human resources
• Data collection
• Order entry
• Android
• Schedule management
• Presentation skills
• Customer relationship management
• Documentation review
• Forecasting
• Sales management
• Quality assurance
• Recruiting
• Inside sales
• Data analysis skills
• Financial analysis
• iOS
• Accounts receivable
• Analysis skills
• Proofreading
• Document management systems
• Basic math
• Cash register
• Filing
• Account management
• Microsoft Access
• Direct sales
• Banking
• Fashion retail
• Time management
• Shift management
• Software troubleshooting
• Office management
• Relationship management
• Google Suite
• Order management system
• Computer networking
• Workday
• Mac OS
• Mentoring
Languages
• Spanish - Intermediate
Certifications and Licenses
ServSafe
February 2023 to February 2028
Food Handler Certification
OSHA 10
OSHA 30
Assessments
General manager (hospitality) — Proficient
March 2024
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Management & leadership skills: Impact & influence — Proficient June 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Cleaner fit — Completed
November 2023
Measures the traits that are important for successful cleaners Full results: Completed
Work style: Reliability — Completed
November 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Completed
Supervisory skills: Motivating & assessing employees — Proficient November 2023
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Work style: Reliability — Proficient
April 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Retail customer service — Completed
October 2023
Responding to customer situations in a retail setting Full results: Completed
Sales skills — Proficient
April 2024
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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