Ali Ezequiel Betancourt Toyo
Dallas,TX
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
10
10
years of professional experience
Work History
Manager, Market Trainer
Macy's, Macy's
Dallas, TEXAS
11.2020 - Current
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Monitored staff performance and addressed issues.
- Created training modules and documentation to train staff.
- Developed lucrative marketing plans to maximize profits.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Minimized staff turnover through appropriate selection, orientation and training.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Conducted quality, timely performance feedback and performance appraisals.
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Collaborated with leadership and marketing to align training content with company objectives and brand strategy.
- Provided guidance on company policies and procedures to ensure compliance with regulations.
- Conducted knowledge and skill assessments to validate course learning objectives achieved.
- Coached personnel on how to effectively use new technologies introduced into the marketplace.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Inventory, Customer Service Manager
Pinguino Ecuador
Quito, Quito
01.2018 - 08.2019
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
- Arranged travel and hotel accommodations for international and domestic business meetings and trips.
- Collected, calculated and reported on expenditure and statistical data to inform senior management.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed accounts for payments received or approved credit arrangements.
Assistant Store Manager
Autocolores Coro, C.A.
Coro, Falcon
05.2017 - 12.2017
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
Customer Service Team Leader
Chevrolet of Venezuela
Coro, Falcon
05.2015 - 04.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated account information after every customer call to keep all dates correct.
- Processed customer account changes, using INFOAUTO.
- Answered questions from customers by phone and email, offering company details and policy information as requested.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Explained benefits and advantages of different product and service offerings to customers.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Managed team of customer service representatives to ensure high-quality support.
- Ensured compliance with company policies and regulatory requirements related to customer service.
- Audited calls periodically to ensure adherence to company standards by all agents.
- Supported long-term business strategies, generating guest relations feedback for process improvements.
- Made certain associates adhered to schedules to achieve service goals.
- Supported associates career development by discussing potential for growth within company.
- Assisted in developing policies and procedures related to customer services operations.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Scheduled, assigned, and monitored daily work activities of customer service team members.
- Held monthly meetings with associates to provide constructive feedback on performance.
Education
High School Diploma -
Colegio Salesiano Pio XII
Falcon, Venezuela07.2006
Skills
- Business writing
- PC proficient
- Inventory systems
- Accounting skills
- Microsoft
- Database entry
- Data organization
- Staff development
- Sales Techniques
- Project management
- Lead generation
- Salesforce Management
- Workforce Management
- Issue and conflict resolution
- Brand management
- Data management
- Team building
- Active listening
- Conflict resolution
- Planning & organizing
- Decision-making
- Schedule verification
- Schedule management
- Timesheet management
- Teamwork and collaboration
- Problem-solving
- Strong work ethic
- Customer service
- Staff coordination
- Client relations
- Schedule coordination
Accomplishments
- Recognized as Employee of the 2021 for outstanding performance and team contributions, and improvement.
- Exceeded sales goals by average of 65% in 2021.
- Consistently maintained high customer satisfaction ratings. Getting 83% on customer service, being Number 1 in the US for Macy's Foods department.
Additional Information
- Born and raised in Venezuela, moved to the United States in 2019.
- Soccer player on my free time.
- Proactive, dedicated, passionate and always giving my best in everything I do.
- Very communicative and attentive.
Languages
Education and Training
other
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Manager, Market Trainer
Macy's, Macy's
11.2020 - Current
Inventory, Customer Service Manager
Pinguino Ecuador
01.2018 - 08.2019
Assistant Store Manager
Autocolores Coro, C.A.
05.2017 - 12.2017
Customer Service Team Leader
Chevrolet of Venezuela
05.2015 - 04.2017
High School Diploma -
Colegio Salesiano Pio XII
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