Arlene Reyes
Dallas
Summary
Proven leader in customer service management, adept at fostering team collaboration and driving sales growth, as demonstrated at TitleMax Title Loans. Specializes in problem-solving and customer engagement, significantly enhancing store performance and customer satisfaction. Expert in retail operations and staff supervision, achieving notable improvements in efficiency and revenue.
Overview
4
4
years of professional experience
Work History
Assistant Store Manager
TitleMax Title Loans
06.2024 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Assistant Store Manager
Speedy Cash Loans
04.2022 - 06.2024
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Customer Service Manager
ACE Cash Express Inc.
06.2021 - 04.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Tailored training content to meet specific needs of customer service representatives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- 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.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Service Representative
PLS Check Cashing
04.2020 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Associate of Science - Forensic Science
Mountain View College
Dallas, TX12.2020
High School Diploma -
South Oak Cliff High School
Dallas, TX05.2013
Skills
Problem-Solving
Customer Service
Customer experience
Customer Service and Engagement
Customer Relations
Store Organization
Time Management
Team Building and Leadership
Store Opening and Closing
Retail Operations
Customer Service Management
Staff Supervision
Store operations
Sales Growth
Languages
Spanish
Native or Bilingual
Timeline
Assistant Store Manager
TitleMax Title Loans
06.2024 - Current
Assistant Store Manager
Speedy Cash Loans
04.2022 - 06.2024
Customer Service Manager
ACE Cash Express Inc.
06.2021 - 04.2022
Customer Service Representative
PLS Check Cashing
04.2020 - 06.2021
Associate of Science - Forensic Science
Mountain View College
High School Diploma -
South Oak Cliff High School