Operations & Compliance Leader - Customer Experience Expert

Mark Aiello

Glendale, AZ 623-***-**** ***********@*****.***

Professional Summary

Operations and customer service leader with over 10 years of experience across financial services, healthcare, and retail management. Proven expertise in regulatory compliance, operational auditing, high-volume customer service, inventory control, and team leadership. Recognized for delivering exceptional customer experiences while maintaining strict adherence to quality and compliance standards.

Core Competencies

● Operational Auditing & Compliance

● Regulatory & Policy Adherence

● Customer Experience Management

● Inventory Control & Merchandising

● High-Volume Service Operations

● Team Leadership & Coaching

● Payment Processing & Cash Controls

● Quality Assurance

● Training & Development

Professional Experience

Manager QT (QuikTrip) – Phoenix, AZ April 2024 – Present

● Lead daily store operations serving 300+ customers per day.

● Conduct operational audits ensuring compliance with safety, financial, and inventory controls.

● Drive merchandising strategies to improve product visibility and sales performance.

● Supervise and coach team members to maintain service excellence.

● Monitor cash handling, reporting accuracy, and shrink control.

● Maintain brand standards and operational efficiency in a high-volume retail environment.

Pharmacy Technician / Customer Service Fry’s Food & Drug – Phoenix, AZ April 2020 – October 2023

● Filled and processed customer prescriptions in compliance with state and federal pharmacy regulations.

● Maintained active Arizona Pharmacy Technician License.

● Conducted daily audits of prescriptions, inventory, and documentation to ensure regulatory accuracy.

● Managed medication inventory, restocking, and shrink prevention controls.

● Delivered confidential, customer-focused service in a fast-paced healthcare environment.

● Collaborated with pharmacists and healthcare providers to ensure accurate prescription processing.

Customer Care Professional American Express – Phoenix, AZ May 2012 – October 2019

● Managed high-volume customer accounts with a 98.5% satisfaction rating.

● Resolved billing, contract, and account inquiries while ensuring compliance with financial regulations.

● Processed account updates using AS/400 and internal CRM systems.

● Reduced escalations through proactive problem-solving and first-call resolution.

● Assisted in training coordination and development of internal documentation and SOPs. Certifications

● Food Handler Certification – Phoenix, AZ (2026)

● Licensed Pharmacy Technician – State of Arizona

● Food, Restaurant & Hotel Management Certification – Gurnee, IL (1988) Education

High School Diploma – Highland Park High School, Highland Park, IL

Contact this candidate