Customer Service/Management

Michelle Aparicio

**** ****** **.

Redlands, CA *2374

310-***-**** | ****************@*****.***

Qualification Summary

Experienced Manager and Customer Service Representative with more than 10 years providing customer service leadership. Proven track record of success with the ability to adapt well in a new environment within a short period of time. Built and established a winning team by developing employees into higher positions. Strong organizational skills and comfortable performing multiple tasks. Great eye for detail. Works well under pressure and can effectively communicate with customers, fellow employees and upper management. Comfortable interacting with diverse personalities. Great presentation and phone skills. Skilled vendor liaison, with experience coordinating contractor work effort and negotiating rates. Familiar with HR policies and regulations and labor laws. Proficient in MS Word, Excel and Outlook.

I am a licensed, bonded and insured Notary Public and Certified Loan Signing Agent.

Education

Lander University 1993-1997 Greenwood, SC

Bachelor of Arts Degree in Communication and Theatre

Employment History

Everest College Sept-2007-Sept2008 San Bernardino, CA.

Admissions Representative

• Contacts prospective students and answers questions and concerns dealing with the college admissions process

• Sets up and conducts initial interviews with prospective students to begin the admissions process.

• Takes prospective students through the entire process of applying to the college including giving them details of the desired program, setting them up with everything they need to apply, such as financial aid and admittance testing, as well as giving them a tour of the campus

• Gives excellent customer service to all students, is the students person of contact throughout their college experience.

• Helps out with administrative duties such as answering multi-line phone, checking students in for appointments, and checking in and out deliveries for vendors when needed.

Pacific Theatres Apr 2004 – Dec 2006 Los Angeles, CA.

Operations Manager

• Oversaw all daily operations of the theatre, including guest relations and building maintenance

• Part of a four person management team that managed more than 100 employees and over 8 supervisors

• Developed several part-time and full-time employees into supervisor positions and 3 supervisors into manager positions

• Created the supervisor and employee weekly schedule

• Complied with, adhered to and administered Human Resources policies and regulations for all theatre employees

• Kept employee files current and organized

• Performed employee recruiting, hiring and training

• Performed semi-annual reviews for all supervisors and employees

• Approved wage increases, promotions and demotions

• Followed all proper and ethical termination procedures

• Manage payroll through ADP

• Responsible for weekly, monthly, quarterly and yearly P&L

• Hands on cash management experience with vault/safe responsibilities

• Collaborated with film booker and movie studios to create weekly film schedule

• Increased film’s national sales by tracking and recording film grosses at the theatre level to ensure proper film placement

• Helped organize in-house movie studio promotions and premieres with producers and directors

• Worked with advertising partners to promote their products through box office, concession stand and on-screen advertising

• Ensured proper marketing and movie advertisements were displayed

• Tracked and paid all invoices and petty cash for vendor/contractor services and products.

• Helped reduce cost by tracking theatre and clerical product consumption to identify seasonal spending patterns.

• Served on safety committee for managing corporation (Decurion), educating employees on workplace safety as well as customer safety

• Coordinated clerical duties with other operations managers

Victoria’s Secret Jun 1999 – Apr 2004 Torrance, CA

Assistant Store Manager

• Managed a team of 25 associates

• Hired and trained new associates

• Conducted all associate reviews

• Conducted new product presentations and overviews

• Successfully met all sales goals

• Processed and managed payroll and schedules

• Conducted bi-yearly stockroom inventory

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