Alicia Castillo
M
Soldotna,AK
Summary
Experienced Shift Manager highly effective at keeping operations running smoothly and customers satisfied with high-quality, efficient service. Talent for proactively solving problems and keeping team members on task. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proficient Shift Manager knowledgeable about scheduling, money handling and team management. Adept at handling all areas of operations. Eager to develop and advance professionally into a more challenging position. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated [Product or Service] expertise, including competitive offerings, pricing and market positioning. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Shift Manager
Papa John's Pizza
Soldotna, AK
01.2023 - Current
- Trained and mentored new employees to maximize team performance.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Tracked receipts, employee hours, and inventory movements.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Scheduled staff to establish adequate coverage during peak business hours.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Cashier
Carrs Safeway
Soldotna, AK
08.2022 - 01.2023
- Answered questions about store policies and addressed customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Addressed customer needs and made product recommendations to increase sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
Department Manager
McDonalds
Soldotna, AK
02.2022 - 07.2022
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
Asst Gm
Dominios Pizza
Soldotna, AK
11.2021 - 01.2022
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Handled cash accurately and prepared deposits.
- Mentored and motivated team members to achieve challenging business goals.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Managed team schedule with eye for coverage needs and individual strengths.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Motivated, trained, and disciplined employees to maximize performance.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Asst Manager
Papa Johns Pizza
Soldotna, AK
06.2016 - 11.2021
- Reviewed sales and gross profit report to assess company efficiency.
- Created employee schedules to align coverage with forecasted demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed strategy to increase sales and drive profits.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Merchandising Associate
Maurice Sporting Goods
Soldotna, AK
07.2015 - 09.2016
- Worked closely with individual customers to identify unique needs and supply appropriate products.
- Monitored inventory changes and ordered replenishments for stock to support customer demand.
- Assisted in recruitment and hiring, selecting candidates in line with company's values and policies.
- Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
- Educated customers on promotional events and monitored inventory for events to improve overall experiences.
- Worked closely with managers, suppliers and buyers to stock retail locations.
- Regularly checked top-selling merchandise lists and worked with managers to promote merchandise of interest to optimize sales.
- Maintained integrity of units and accuracy of pricing to minimize waste.
- Monitored slow-selling merchandise and placed top sellers on display in prominent areas.
- Provided positive shopping experience, employing conflict resolution skills when problems arose.
- Reported potential conflicts or issues to maximize sales and reduce shrink.
- Established strong vendor relationships to maintain and support business.
- Verified products appeared at correct locations in proper quantities.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Generated weekly, monthly and quarterly sales reports to highlight milestones and activities.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Implemented sales strategies to generate leads and maximize profit margins.
- Conducted regular store audits to verify compliance with company policies.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
Customer Service Associate
Tesoro Gas Station
Soldotna, AK
10.2014 - 10.2015
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased revenue by cross-selling and upselling products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management, and order calls.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree -
Santiago High School
Garden Grove, CA 05.2001 -
Skills
Inventory controls
Timeline
Shift Manager
Papa John's Pizza
01.2023 - Current
Cashier
Carrs Safeway
08.2022 - 01.2023
Department Manager
McDonalds
02.2022 - 07.2022
Asst Gm
Dominios Pizza
11.2021 - 01.2022
Asst Manager
Papa Johns Pizza
06.2016 - 11.2021
Merchandising Associate
Maurice Sporting Goods
07.2015 - 09.2016
Customer Service Associate
Tesoro Gas Station
10.2014 - 10.2015
No Degree -
Santiago High School
05.2001 -