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Professional Summary

Shift Supervisor in retail environments with exemplary cash register system skills and proven commitment to store cleanliness and safety. Determined to lead and promote high levels of customer service and engagement efforts.

Skills
  • Quick learner
  • Customer service-oriented
  • Cash register familiarity
  • Motivated team player
  • Team leadership
  • Multi-tasking ability
Work History
01/2018 to 04/2019
Overnight Shift Supervisor CVS Health Corporation – Merrillville, IN
  • Multi-tasked 3-5 different stations each shift to provide optimal coverage and meet production goal
  • Ensure high levels of customer satisfaction through acknowledgment, communication
  • Accepted and verified deliveries, checked product and invoice total accuracy
  • Unloaded trucks with pallet jacks, stocked items on sales floor and in backroom
  • Maintaining security of the store, and implementing measures to reduce theft, loss and leakage
  • Applied finishes to completed products and packaged completed items in boxes and containers for shipment.
08/2017 to 11/2018
Front Desk Receptionist Malibu Hut Tanning Salon – Highland , IN
  • Responsible key-holder, experience in opening and closing shop alone, fast paced job with multiple things to do alone while maintaining a friendly functioning environment
  • Collected deposits, fees and payments, processed all financial data and gave receipts and change to customers
  • Oversaw the upkeep of the entire facility and notified maintenance for service repairs
  • Educated clients on health and safety of tanning facilities and procedures.
01/2012 to 05/2017
Customer Service Manager Ultra Foods – Merrillville, INDIANA
  • Assumed ownership over team productivity, managed work flow to exceed quality service goals
  • Thoroughly trained new hires to educated on various customer service tasks, product specifications and company protocols
  • Scheduled staff effectively to meet customer service needs
  • Reviewed account discrepancies and proposed courses of action to minimize losses
  • Ensured that all financial documents were reviewed and filed appropriately
  • Capable of supervising 8-15 employees daily while monitoring performance to drive productivity.
Licenses And Certifications
  • Active Pharmacy Tech In-Training License
  • Active Alcoholic Beverage - Employee Permit
Education
2011

General Education Diploma (GED)
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Professional Summary
Talented Sales Associate effective at multi-tasking and maintaining a friendly attitude under pressure. Efficiently builds loyalty and long-term relationships with customers while consistently achieving individual sales goals.
Skills
  • Solve problems and make smart decisions that drive sales, profit or customer service
  • Execution of duties efficiently and effectively 
  • Take action with energy and urgency
  • Cash handling experience
  • Credit card processing
  • Ability to maintain product presentation effectivelly
  • Exceptional communication skills, speaking 3 languages: Portuguese, Spanish and English
  • Trusted key holder
  • Strong client relations
  • Cash flow management
  • Strategic sales knowledge
  • Multi-line phone talent
  • Capable of building positive, inclusive and respectful relationships
Work History
J. C. Penney Sales Associate //Pensacola, Florida//January 1996 to January 1998
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Described product to customers and accurately explained details and care of merchandise.
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
Michael's arts and Crafts Customer Service Representative//Oceanside, CA//July 2016 to November 2016
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Asked open-ended questions to assess customer needs.
  • Learned, referenced and applied product knowledge information.
  • Communicated all store initiatives and promotions to customers to generate return business.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Answered an average of 10 calls per day by addressing customer inquires, solving problems and providing new product information.
Riverside National Bank Customer Service Representative//Cocoa Beach, Florida//December 2005 to November 2008
  • Sales Experience.
  • Handling all of our customer's requests in a timely matter.
  • Opened, managed, and closed all banking accounts.
  • One of the top ten performers in the company.
  • Successful phone calls to prospects.
Suntrust Banks Customer Service Representative//Sterling, Virginia//January 1998 to July 2000
  • Opened new personal and business accounts
  • Sales and solicitations
  • Controlling of the Foreign currency exchange
  • Management of customer's accounts
  • Assisted customers with all of their banking needs
Education
Associate of Arts - Public Relations Pontifiie Universidade Catolica// Brazil
High School Diploma Instituicao Educacional Professor Luis Dourado// Brazil
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Professional Summary

IT Professional specializing in leading high-performing and multi-disciplinary teams. Experience includes 18 years of Information Technology management, ERP administration, systems management, SQL administration, project implementation, and team leadership.

Skills
  • Jenzabar EX Systems Administrator (Enrollment, Financial Aid, Registration, Finance, eLearning, Student)
  • SQL Database Administration
  • Data collection and analysis
  • Change Management
  • Project Management
  • Agile methodologies
  • MS Project, Office 365, Dynamics, SharePoint, Salesforce.com
  • Management of Teams in Operations, Systems Administration, Network Administration, End-user Support
  • Team building (Lencioni)
  • Information Systems Security Governance
  • Active Directory
  • Risk mitigation and management

  • Disaster Recovery Planning and Testing
  • Staff training/development
Education
2017
Master of Information Systems Management: Technology and Management
 Walden University - Minneapolis, MN
1993
Bachelor of Arts: Interdisciplinary - Music Therapy
 University of South Carolina - Coastal - Conway, SC
Work History
07/2017 to Current
Owner Blue Ocean Ally – St. Augustine, Florida
  • IT Consultation Services for small businesses
  • Project Management
  • Application Training and documentation services
01/2016 to 11/2016
Information Technology And Customer Service Manager Mediatech, Inc – Holly Hill, Florida
  • Partnered with outsourced marketing team to translate product features into customer value propositions to be used in consumer messaging.
  • Trained staff on operating procedures and company services.
  • Developed constituent trust relationships and earned a reputation for exceeding service standard goals.
  • Office 365 Administrator
  • Microsoft Dynamics
  • Designed SharePoint master page and page layouts, serving as company's SharePoint administrator
  • Prioritized daily workflows, including all inbound calls, quotes, and sales-related inquiries.
  • Met existing customers to review current services and expand sales opportunities
04/2012 to 12/2015
Director Of Information Technology University Of St. Augustine/ Laureate Education – Saint Augustine, FL
  • Facilitated inter-departmental communication to effectively meet stakeholder expectations.
  • Built strategic alliances with Marketing, Enrollment and Admissions teams to document swim lanes explaining the business process of reaching, contacting and enrolling students.
  • Defined 3-Year Technology Strategy aligned with the defined University strategic business plans and objectives.
  • Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals.
  • Devised and published metrics to measure the organization's success in delivering world-class customer service.
  • Created internal procedures for change management, incident management, and escalation.
  • Participated in special projects, external audits, evaluations and process improvements.
  • Managed the IT architecture design and rollout for four new building construction projects.
  • Collaborated with other offices and territories to plan and implement new technology. Ex: Salesforce CRM
  • Monitored company-wide trouble ticket queues and determined KPIs.
  • Vendor Management: assessed vendor products and maintained positive vendor relations.
  • Budget Management
  • Developed business process for Help Desk Knowledge-base and departmental standard operating procedures.
  • Defined clear targets and objectives and communicated them to other team members.
  • Created, documented and implemented a multi-campus Emergency Notification System.
  • Supervised the work of 15 team members, offering constructive feedback on their work performance.
09/1998 to 01/2012
Director Of Information Services Christian Theological Seminary – Indianapolis, IN
  • facilitated stakeholder communication regarding ERP product goals and actions. EX: Jenzabar Users Group
  • Installed and administered SQL web server hosting Jenzabar Internet Campus Solution (now eLearning) and Blackbaud Raiser's Edge.
  • Developed Faculty LMS training program which led to 100% faculty proficiency.
  • Implemented ReVelation Helpdesk Software for customer support.
  • Coached and mentored IT staff members, including conducting performance reviews.
  • Maintained and administered computer networks and environments, including computer hardware, software and applications.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Created documentation that empowered and enabled user community.
  • Installed, maintained and supported VoIP applications.
Accomplishments
  • Served as Project Manager for the launch of Office365 software in 2013.
  • Nominated for Corporate Leadership Award from among 64,000 Global LaureateEmployees in 2014.
  • Co-Developed the IT Strategic Plan, for the Laureate Health Sciences Division (University of St. Augustine), recognized as the standard which other Laureate universities now use as a template.
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Summary
Highly motivated Customer Service Representative with a background in Sales, with over 15 years experience. Areas of expertise include excellent customer service and communication skills, exceeds sales quotas and excellent customer retention specialist.
Skills
  • Creative and effective strategic planner and problem solver
  • Excellent work ethic
  • Positive and friendly
  • Superb organizational, detail orientation and time management.
  • Client Relation Specialists
  • Always open to take on new tasks and thrives in challenging issues.
  • Excellent telephone etiquette
  • Professional communicator, both verbal and written
Work History
Customer Service Manager, 01/2013 to 07/2017
 Paradise Tree Service – Escondido
  • Increased client base by generating new contacts and maintained current customer retention through excellent customer service
  • Provided customer consultation, including project bid and contracts
  • Reduced and controlled company expenses by staffing and quality control .
  • Handled Negative Customer Feedback, and questions
Administrative & Customer Service Manager, 09/2004 to 02/2010
 Party Productions – San Marcus
  • Answered all incoming and outgoing calling in a timely fashion
  • Consulted with customers when needed regarding Weddings, parties, etc.
  • Established customer retention
  • Data entry, orders, and sales
  • Assisted with flower cleaning and organization
Customer Service Manager, 03/1989 to 05/2004
 Co-Owner Dave\'s Tree Service – Encinitas
  • Co-created established and maintained tree service
  • Maintained all inner office functions including ,schedules and appointments invoicing, contact information and client/vendor communication
  • Documented all customer inquires and comments thoroughly and quickly
  • Responded to all customer inquiries thoroughly and professionally.
  • Entered data promptly and efficiently with a 100 % accuracy rate.
  • Processed cash and credit payments rapidly and accurately.
Education
Associate of Arts: Elementary Education, 1981
 University of ARIZONA - Tucson, Ariz

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