Customer Service Store Manager

Amy R Torres

Kissimmee, FL ***** 407-***-**** ***********@***.***

Summary

Professional Assistant Store Manager with exceptional team leadership qualities and operational management capabilities. Well-versed in delivering exceptional customer communication and customer service. Talented driver of performance compliance with applicable standards, rules and regulations. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Skills

Shift Scheduling

Problem-Solving

Assignment Delegation

Team Building and Leadership

POS Systems

Mentoring and Coaching

Retail Operations

Hiring and Training

Human Resources Oversight

Hiring and Onboarding

Customer Service Management

Experience

ASSISTANT STORE MANAGER 03/2005 - 11/2014

Walmart Supercenter - Orlando, FL

Completed thorough opening, closing and shift change functions to maintain operational standards each day. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked. Coached and developed store associates through formal and informal interactions. Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships. Delegated assignments based on team strengths to optimize floor coverage and service levels. Handled complaints from customers by empathetically listening, recording details and offering solutions. Answered customer questions and addressed problems and complaints in person and via phone. Supervised cashiers in processing credit, debit and cash payments to streamline sales. Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.

HOTEL RESERVATION MANAGER 05/1994 - 02/2005

Enjoy Florida Hotels - Kissimmee, FL

Call Center for 7 different Hotels, sold attraction tickets for all Theme Parks and Dinner Shows. Recruited and trained new employees to meet job requirements. Assigned work and monitored performance of project personnel. Assisted customers via phone by providing confirmations, answering questions and offering general information. Suggested amenities suited to clients' needs.

Resolved customer inquiries and complaints requiring management-level escalation. Verified guest information and payment options ensuring accuracy and completeness. Reviewed guest information and payment options, checking for accuracy and completeness. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness. Coordinated with front desk staff to maintain maximum occupancy. Interviewed prospective employees and provided input to HR on hiring decisions. Kept accurate knowledge of types of rooms available at various resort locations. Education and Training

Bronx Community College of The City University of New York - The Bronx, NY High School Diploma Languages

Spanish:

Native/ Bilingual

English:

Native/ Bilingual

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