Adrian A
Santa Fe,NM
Summary
I consider myself an unofficial Project Manager. I've taken certification for this but haven't taken a formal position yet. Would like something that appeals to my core competencies to further my career. I'm also incredibly tech savvy and have a high intellectual and communicative aptitude/disposition. I've taken leadership roles in non-profits. I've been the informal leader more times than I can count. I've modeled leadership and used my own autonomy and self image to propel incentives and filled blind spots with action and tact and leveraged that for Cultural Work Place resilience. Been recognized by professionals, administrators and customers for my efforts (Many have written directly to corporate to applaud me or spoken directly to Supervisors to give me credit). I've been suggested promotions in retail/customer service environments within months of working there. I would like to help further my professional career and engage in formal workplace titles that focus on Project Management. I'm also currently working on Data Science/IT certifications and training. Thinking of possibly getting my Master's in Business Administration. Would love to ultimately be an Industrial Organizational Consultant/Project Manager/Or high level IT Specialist. Looking to engage in "Formal" Leadership Positions.
Overview
21
21
years of professional experience
4
4
Certification
Work History
Product Service Representative
Conduent
01.2021 - 01.2023
- Customer Service Representative that worked with Apple and HR Block. Understanding of the use of tech, trends, financing to deliver curated results in service and sales.
- #1 in Chat Support for Tax Season 2023
- Maintaining customer satisfaction through interpersonal skills curated to create branded experiences that foster positivity and loyalty.
- High Survey Results and Promotional Encouragement within 3 months of work.
- Coached Customers Service Rep's in Customer Service Models that focused on Positioning, Alignment and Empathy. Aligned tenured and new staff to lower attrition rates. Offered foundational crucial foundations for development to new reps through informal leadership roles that led to promotional offers.
Assistant Manager/Supervisor
El Paisano Food Mart
Santa Fe, NM
01.2002 - 01.2021
- Managed multiple projects using Agile Project Management Models (Website Design, Structural Improvements, Customer Service Initiatives, Small Product Development, Stocking/Storage, Streamlining Processes for greater Brand Awareness Like GrubHub and DoorDash) and communicated sequencing, priorities for work culture improvement and accountability.
- Delegated daily tasks to team members to optimize group productivity as well as engaging in hands on work (Cashiering, Production, Stocking and Organizing) when necessary while collaborating with store manager to on Meta Socio-Cultural Goals for adaptation, progression, and greater brand awareness while technical managerial competencies and developing strategies for achieving sales and profit goals. Increased sales by 15-20%
- Collaborated with Managers to introduce product lines (A Water Bottle & Beef Jerky Line) and was the one responsible for the product design, marketing and production.
- Consulted on developing core competencies for Managers and provided insight for seasonal pivots heavily dependent on social cultural trends|ebbs and flows. Delegated daily tasks to team members to optimize group productivity and mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Customer Service Retail Representative
Best Buy
Santa Fe, NM
01.2005 - 01.2007
- Communication: Clear and effective verbal communication to interact with customers and address their inquiries
- Active Listening: Paying full attention to customers to understand their needs and provide appropriate assistance
- Empathy: Showing understanding and compassion towards customers' concerns and emotions
- Product Knowledge: In-depth knowledge of the products or services offered to provide accurate information and recommendations
- Sales Techniques: Skill in suggestive selling and upselling to enhance the customer's shopping experience
- Customer Engagement: Building rapport with customers to create a positive and personalized shopping experience
- Problem-Solving: Analyzing customer issues and resolving them promptly and effectively
- Patience: Remaining patient and composed during challenging customer interactions
- Visual Merchandising: Knowledge of store displays and arrangement to enhance product visibility and appeal
- Cash Handling: Handling cash transactions accurately and securely
- Time Management: Efficiently managing time to attend to multiple customers and tasks
- Adaptability: Adapting to different customer personalities and needs
- Multilingual Proficiency: Ability to speak multiple languages to cater to diverse customer groups
- Conflict Resolution: Addressing and resolving conflicts or complaints from customers
- Product Demonstrations: Demonstrating product features and benefits to customers
- Problem Escalation: Knowing when and how to escalate complex issues to higher levels of support
- Inventory Management: Monitoring stock levels and ensuring product availability
- Team Collaboration: Collaborating with colleagues to provide seamless customer support
- Customer Feedback Management: Gathering and utilizing customer feedback to improve service
- Personal Presentation: Maintaining a professional appearance and demeanor
- Visual Communication: Utilizing body language and non-verbal cues to convey attentiveness and helpfulness
- Attention to Detail: Paying attention to small details to meet customer preferences and expectations
- Knowledge of Point-of-Sale (POS) Systems: Familiarity with using POS systems for transactions
- Compliance and Store Policies: Adhering to store policies and procedures
- Upselling and Cross-Selling: Identifying opportunities to offer complementary products or services
- Handling Difficult Customers: Managing difficult customers with composure and professionalism
- Store Layout Familiarity: Knowing the store layout to assist customers in finding products
- Customer Relationship Management (CRM): Utilizing CRM tools to track customer interactions and history
- Building Brand Loyalty: Creating positive experiences to foster customer loyalty
- Cash Register Reconciliation: Ensuring cash registers are balanced at the end of the shift
- Academic Experience & Community Engagement/Social Impact Initiatives
Cashier/Customer Service/Retail Representative
WalMart
Santa Fe , NM
01.2015 - 01.2016
- Adhered and excelled in structural expectations that of which were personal and non-instructed in interpersonal customer service goals in marketing, stocking and product knowledge in tech, music and film.
- Practiced Cultural Sensitivity, Workplace Cohesion and Productivity Efficacy, as well as critical and diverse thinking for customer sales framing and positioning. Was constantly above Department Goals/Metics without Supervisors.
- Helped train new supervisor and inoculated certain sensibilities necessary to understanding tech, tastes and intersectional meta notions in an entry level role to other representatives and supervisors. Leveraged internal experiences work culture values to make sales with more apprehensive customers.
- Delivered high level of customer service to patrons using active listening, engagement skills, and answering product questions with up-to-date knowledge of sales and store promotions.
- Tracked company inventories, moved excess stock and arranged products to improve sales.. Answered customer questions and provided store information.
- Learned roles of other departments to provide coverage and keep store operational.
Cognitive Psychology Research Assistant
University Of New Mexico
Santa Fe, NM
01.2014 - 01.2015
- Conducted interviews and implemented procedures with research subjects and delivered assessments and analysis to Graduate Researchers and our Professor (Dr. Eric Ruthruff).
- Worked successfully with a radically diverse group of colleagues with different ideological mindsets, personalities and philosophies to accomplish goals and implement strategies to address theories surrounding attention and cognition with effective organizational skills.
- Worked on contributing to a sound safe and trustworthy environment focused on competency that was welcoming to different ideas and perspectives while assuring objective measures and standards were met.
- Argued theories among staff in discussion forum format in an intellectual prudent and apt manner that would in turn contribute to the direction of projects and inspire revisions and supplemental perspectives for current models to assure theoretically relevant foundations we either attested or supported were met with objective standards.
Vice President
Phi Theta Kappa Santa Fe Community College Chapter
Santa Fe, NM
01.2011 - 01.2012
- Facilitator and Conflict Management with difficult personalities and mindsets among members.
- Negotiation skills were sharpened when compromising needed to be met.
- Created a long term project to improve Community College Attrition rates.
- Traveled to Denver Colorado to compete with other PTK members and celebrate our diversity, success and triumphs.
Vice President
Lions Club International
Albuquerque, NM
01.2013 - 01.2015
- Oversaw club schedule, planned events in advance to achieve organized operations and delegated tasks to club employees and coordinating with vendors.
- Identified root causes of club issues and executed game plan for improvement (Lots of restructuring and realignment)
- Attended weekend night events to observe and analyze club operations.
- Worked on developing a cultural impact program for recruitment strategies.
Participant/Member
UNM Mental Behavioral Health Academy
Albuquerque, NM
01.2013 - 01.2014
- Partook on 6 month long project that focused on Mental Health Initiatives throughout NM to prepare for Graduate Level work as well as understand the need for Mental Behavioral Health Professions and training incentives in NM as well as gaining experience in preparing for Graduate Level work.
- Traveled to D.C. to meet with people intrigued in Social Work Policy Programs and met with NM Senators
- Gained a greater awareness of the impacts of Social Policies and ideological conflicts in fundraising and implementation
Contributer/Producer
Youth Media Project
Santa Fe, NM
01.2011 - 01.2012
- Curated, designed and contributed to written social commentary programs that had to be communicated to a greater demographic and production publications for 101.1 KFSR in Santa Fe NM
- Partnered with creative teams with very different stern philosophies and principles to create cohesive messaging and execute creative visions within budget and schedule requirements.
- Partook in the creation and implementation of project management expectations for fundraising.
Education
High School Diploma -
St. Michael’s High School
Santa Fe, NM05.2007
B.S - Cognitive Psychology
University of New Mexico
Skills
- Strong Interpersonal Communicatory Acumen
- Proficiency in project management: organizing events, meetings, initiatives and deadlines in Non-Profits and Businesses (Excel, Microsoft, PowerPoint, SalesForce, and others)
- Marketing and Brand Awareness (Wix, Google Reviews, SEO optimization) Customer Service Curation Project Management in Product Lines
- Building core values, identifying cultural blindspots and building OR attending to them when there were none and or were presumed core values to leverage a resilient effective work efficacy for pivots
- I have a sixth sense of when and where the culture or workplace should pivot and and would build social "pockets" in an informal leadership position to lower attrition rates and create efficacy to ROI
- Proficient in Leadership Skills: Conflict Management, Negotiating, Management of Multiple Projects, Documentation, Rigor to Improve Cultural Values Maintaining Open Mind of Employee Dispositional Potential and Cultural Backgrounds that contribute to work place cohesion/resilience and change management
- Proficient in Customer Service Skills and how that reflects the greater overall "Brand" Goals Strong understanding of Goals/American Pathologies (Cultural Ebbs and Flows)/Necessary Pivots Culturally and Management Wise I maintain my Intellectual Ideological and Mental Well Being superbly well and know when to make compromises for the Organizations Goals/Initiatives Want to make sure the company is actually Worthwhile however
- Computational, Critical Thinking Comprehension and Implementation (intellectual candor tact and rigor) as well as having a communicative discretionary aptitude are my core intellectual interpersonal styles and competencies
- Organizational cultural adherence Contributing to, leveraging, assessing and pivoting within culturally pensive moments
- Diplomatic: Tactful and adept in managing difficult personalities and ideological mindsets along with the ability to handle sensitive situations with diplomacy and professionalism
Interests
I like social justice initiatives (Have participated in unions and non-profits). I like seeing how organizations, cultures and societies change and grow. I like academic scholarly research (Trying to make that more of my life). Got into DataViz as a communicational format that I thought was intriguing. I like research and how that influences people (or not). Knowing socio-cognitive barriers in interpreting facts. Knowing how humans engage in pathological behaviors in constant feedback loops. Philosophical, cultural and intellectual development and how that's part and parcel to cultural values, resources and independent factors. I'm interested in self-care and learning to be more evaluative and giving myself grace and space to improve and "filling up my cup". I believe in welfare programs and workplace advocacy. Fair pay, ethical leadership, progressive values and actions. I like fiction and I like the role fiction plays in creating greater imaginative cognitive mindsets and intellectual exploration. Strong believer in good education and good public educations. I like breaking barriers and developing perspectives and encouraging individuals. Survivor of family and cultural trauma. I like Podcasts (DemocracyNow, Freakonomics, Invisibilia, Pod Save America, Political Gabfest) and love stories of personal resilience and those types of stories. I like writing (want to get more into blogging) movies, music (Indie, Hip Hop, Pop, Oldies). I like projects. I like having budgetary projects to improve my home. I like Economics (Innovation, Development, Technological Advancements and Management). Personal Development Projects that engage my curiosity. I social cultural stories (In podcast form or movies). I like Debates (Judged Debates as Part of a PTK experience) and general engaging insights. I like to challenging myself, evaluating myself, evolving. (as cliche as it may sound). I like traveling and would like to travel more. I like keeping up with Tech Trends as well (T.V. Audio Computers Phones).
Accomplishments
- Worked in Retail & Non-Profits while attending school (SFCC)
- National Hispanic Scholarship Recipient
- Graduated with Honors
- PTK SFCC Honors Alumni,
- UNM Bachelor's Graduate with Honors
- Front End Cashier of The Month (First Month of Working)
- 2 Product Lines Successfully Implemented and still being sold
- Increased Productivity in Informal and Formal Leadership Roles.
- Project Management
- Publications in Radio and Writing (Youth Media Project/For the Sake of Evolution: The Indigo Child)
Certification
Introduction to Business Analytics: Communicating with Data (with Honors)
- University of Illinois at Urbana-Champaign
- Issuing Organization: Coursera
- Expiration Date: This Certification does not expire
- Credential ID: GB8SF3RT2NQ8
- CREDENTIAL URL: https://www.coursera.org/account/accomplishments/certificate/GB8SF3RT2NQ8
Leading Teams: Developing as a Leader
- University of Illinois at Urbana-Champaign
- Issuing Organization: Coursera
- Expiration Date: This Certification does not expire
- Credential ID: BXMCRJ58M2KL
- Credential URL: https://www.coursera.org/account/accomplishments/certificate/BXMCRJ58M2KL
Foundations of Project management
- Issuing Organization: Coursera
- Expiration Date: This Certification does not expire
- Credential ID: AKMYLMW2KX2B
- Credential URL: https://www.coursera.org/account/accomplishments/certificate/AKMYLMW2KX2B
Technical Support Fundamentals
- Organization: Coursera
- Expiration Date: This certification does not expire
- Credential ID: USCY5P6YFLQC
- Credential URL:https://www.coursera.org/account/accomplishments/certificate/USCY5P6YFLQC
Timeline
Product Service Representative
Conduent
01.2021 - 01.2023
Cashier/Customer Service/Retail Representative
WalMart
01.2015 - 01.2016
Cognitive Psychology Research Assistant
University Of New Mexico
01.2014 - 01.2015
Vice President
Lions Club International
01.2013 - 01.2015
Participant/Member
UNM Mental Behavioral Health Academy
01.2013 - 01.2014
Vice President
Phi Theta Kappa Santa Fe Community College Chapter
01.2011 - 01.2012
Contributer/Producer
Youth Media Project
01.2011 - 01.2012
Customer Service Retail Representative
Best Buy
01.2005 - 01.2007
Assistant Manager/Supervisor
El Paisano Food Mart
01.2002 - 01.2021
High School Diploma -
St. Michael’s High School
B.S - Cognitive Psychology
University of New Mexico