Versatile professional adept at managing multiple projects, providing exceptional customer support, and streamlining business operations for major productivity gains. Proven ability to manage a high volume workload in a calm and constructive manner with a solid record of success in trouble shooting and problem resolution. A committed team member who consistently achieves customer service goals and adds significant value to the bottom line.
Customer Service Management
Conflict Resolution Solutions
Financial Operating Control Systems
Planning and Organization
03/2015 to Current
Cash Controller SpecialistHEB GROCERY COMPANY Business Center Lead － SAN ANTONIO, TX
Bookkeeping Advanced to increasingly responsible positions, culminating in role with oversight for full-service business center.
Responsible for the accurate and efficient operation of the store Business Center and cash control office at a high-volume center, including supervision of team members and the administration of center sales performance, profitability and customer experience objectives.
This position maintains the integrity of cash and A/R transactions to ensure maximum efficiency and accuracy of various cash and payment processing functions.* Maintained records of financial transactions for the store and ensured that office/store funds balanced by performing the following duties: Ensured the maintenance of fiscal reporting procedures within center, including accounts receivable, inventory reports, daily sales recaps, and daily bank deposits in full compliance with established department Standard Operating Procedures (SOPs) and company policies Monitored and directed marketing activities within center to achieve pre-established sales objectives including monthly marketing calendars, media advertising, specialized sales, in-store signage, etc.
Managed the front desk in a courteous and professional manner: welcomed customers, answered phones, researched discrepancies and assisted Customers with inquiries.
Ensured a positive customer experience Trained and monitored new hires in cash applications, research, confidentiality, reporting, and support documentations for all business center and cash control operations Performed all duties and responsibilities of an Accounting/Admin Team Member.
Served as a back-up to the Cash Manager.
09/2010 to 03/2015
Central Checkout Operations ManagerHEB GROCERY COMPANY － SAN ANTONIO, TX
Accountable for the daily operations of the Central Checkout department.
Reported to store leadership about financial and operational metrics as they relate to the department.
Provided coaching and feedback to employees to improve individual as well as departmental performance.
Achieved a superior customer service experience by leading and motivating employees.
Oversaw front end operations of $200,000+ in sales daily and managed +50 employees Achieved sales goals; prepared projections/forecasts, reviewed financial tracking information, addressed performance opportunities and budget discrepancies, communicated sales goals to Partners (labor, wrap, cash control) Worked cohesively with a team of managers to achieve exceptional customer service through engagement, development and attentive leadership Utilized detailed sales information to adjust scheduling for 100+ people to match the needs of the business and developing employees for the right jobs Daily problem solving for customer retention and continuous improvement of employee's skills through feedback and coaching Managed a large staff to include: interviewing, hiring, training and development, delivering on-time Performance Appraisals, providing feedback, scheduling, counseling and termination Responsible for overall Central Checkout Department operation and served in store manager capacity during the Store Director's (SD)/Assistant Store Director's (ASD) absence Recognized as one of store's "rising stars" (elevating sales, margins, staff retention and customer satisfaction), resulting in selection to complete HEB's renowned School of Retail Leadership (SORL) trainee program.
04/2006 to 09/2010
Central Checkout SpecialistHEB GROCERY COMPANY － SAN ANTONIO, TX
Advanced to increasingly responsible positions, culminating in supervisory role with oversight of front-end operations to ensure friendly and efficient transactions at checkout.
Directed employees and managed P&L, sales, inventory, merchandising, cost controls and role models outstanding customer service.
Approved and reviewed financial transactions Created reward and recognition plans to motivate employees to increase productivity Ensured appropriate ratios are available based on customer needs and traffic flow to provide minimum throughput expectations Lead central checkout department in Central Checkout Manager's absence Supervised up to thirty employees per shift Consulted with company officials to develop methods and procedures to increase sales, expand markets, and promote business up to 45% each fiscal year Recognized as one of store's "rising stars" (elevating sales, margins, staff retention and customer satisfaction), resulting in selection to complete HEB's School of Retail Management (SORM) trainee program.
Selected 1 of 6 out of 100+ applicants.
04/2005 to 04/2006
CashierHEB GROCERY COMPANY － SAN ANTONIO, TX
Processed customer transactions of goods and services while providing superior customer service.
Other duties included; greeting customers, answering to inquiries, bagging groceries, scanning items, and reconciling receipts with cash.
04/2004 to 04/2005
Customer Service AssistantHEB GROCERY COMPANY － SAN ANTONIO, TX
Served as the interface between the company and the consumer, acting as a company's first point of contact and advising the customer on a product or service.
Responded to a wide range of inquiries from both the general public and professionals by providing advice and information, processing transactional services, and assessing customer needs, in a prompt, efficient and courteous manner.
Bachelor's Degree: Business Administration and ManagementUniversity of Texas － San AntonioBusiness Administration and Management
Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety
Texas Department of Banking Money Service Business (MSB) Certification School of Retail Management (SORM) The School of Retail Management is a comprehensive training program for managers in operations including leadership development; financial skills training and management skills training. School of Retail Leadership (SORL) The School of Retail Leadership provides leadership development courses including hands-on management experience, classroom training, project work and workshops designed to enhance the level of skill and leadership required to achieve success as a Leader.
Accounting, accounts receivable, advertising, back-up, Banking, Bookkeeping, budget, business operations, coaching, Conflict Resolution, continuous improvement, counseling, customer satisfaction, customer service experience, Customer Service, customer support, Financial, food safety, funds, hiring, inventory, inventory control, Leadership, leadership development, loss prevention, Director, management skills, managing, marketing, merchandising, Money, office, Office Administration, payment processing, Performance Appraisals, policies, problem solving, problem resolution, Process Improvement, reconciling, reporting, research, Retail, Retail Management, sales, SD, scanning, scheduling, seminars, store manager, supervisory, supervision, phones, time management, trouble shooting, workshops
Bachelor's Degree : Business Administration and Management Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety
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