Armando Valdes
Spring Hill,FL
Summary
High-performing Company Manager with over 3 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
13
13
years of professional experience
Work History
Eligibility Counselor
Early Learning Coalition Of Hillsborough County
10.2021 - Current
- Help clients find solutions by teaching appropriate intervention techniques.
- Interview consumers and families to determine eligibility for services.
- Screen clients to get them to go in the right direction with the right program that fits their needs.
- Resolve customer inquiries via phone call, email or face to face in the lobby in a timely and professional manner.
- Resolve issues and concerns by providing solutions to the clients.
- Identify and escalate priority issues to the appropriate person.
- Document all calls and information given to the client.
- Maintain exceptional customer service skills at all times, including during high call volume skills.
- Determine which program the family qualifies for and give them all the information needed.
- Assist with VPK and SR queues as needed.
- Assist with any other duties as needed.
- Connected clients with appropriate resources within the community based on their unique needs, fostering a supportive environment for growth.
- Supported fellow team members by providing constructive feedback and collaborating on solutions for complex eligibility cases, driving overall team success.
- Assisted clients in completing required forms and documentation, improving the accuracy and efficiency of submissions.
Company Operations Manager
IZ Maimo
02.2020 - 09.2021
- Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
- Documented amount of packages, stops and inventory in an Excel spread sheet.
- Planned delivery routing, team workflows and promotional initiatives.
- Managed scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
- Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Enforced security policies and procedures to protect company assets from theft, loss or damage.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Houseperson
Downtown Grand Hotel & Casino
05.2018 - 02.2020
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Washed and polished glass windows and doors to keep entryways clear and professional.
- Organized supplies for use based on expected customer needs.
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
- Cleaned and sanitized bathrooms, replacing towels and toiletries.
- Removed soiled bedclothes and remade beds using clean sheets.
- Collected and removed trash from rooms.
- Made arrangements for dining, laundering and dry cleaning.
- Swept and damp-mopped private stairways and hallways.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
Customer Service Representative
SITEL Worldwide
01.2013 - 05.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Sandwich Artist
SUBWAY®Restaurants
12.2011 - 12.2012
- Kept customer and food preparation areas clean and well-organized.
- Restocked counter supplies and condiment stations, cleaned windows and emptied trash cans during slow periods.
- Organized food preparation stations and regularly replenished supplies.
- Stored food properly to prevent spoilage, cross-contamination and illnesses.
- Delivered superior customer service focused on quality and meeting customer needs.
- Completed opening, closing and shift change tasks by following company guidelines.
- Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
- Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
- Verified orders and bagged items for easy transport.
- Communicated with customer to provide menu offering details and assist with decision-making.
- Answered guest questions, delivering most accurate and updated information available.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
- Trained sandwich artists to apply attention to detail and commitment to quality.
- Performed food preparation tasks by making salads, brewing coffee and tea and slicing meats.
- Informed customers of regular deals or monthly specials to upsell orders.
- Maintained clean, well-organized and properly sanitized front counter area to greet customers.
- Completed efficient store opening and closing procedures each day.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Complied with safety and sanitation guidelines to maintain health and well-being of customers and other staff.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Assisted customers, including answering questions and preparing orders.
- Took orders, prepared foods and processed payments in full-service establishment.
- Assisted in preparing food by cutting, chopping and marinating meats, vegetables and fruits.
- Monitored and counted food stock and supplies to reorder on time.
- Conducted random audits on inventory levels to uncover variances between reported count and actual count.
Education
Bachelors In Videogame Design And Development - Videogame Development
Full Sail University
Winter Park, FLGlobal Community HS
Las Vegas, NV07.2013
Skills
- Incidents management
- Policies and procedures implementation
- Mergers and acquisitions knowledge
- Contract review and recommendations
- Systems implementation
- Process improvement strategies
- Planned equipment constraints
- Business process re-engineering
- Multi-unit operations management
- Staff training and development
- Solutions development
- Performance reporting
- Workforce training
- Warehouse operations
- Staff development
- Client relationships
- Technology
- Workforce Management
- Management
- Microsoft Office Suite expert
- Verbal Communication
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Eligibility Counselor
Early Learning Coalition Of Hillsborough County
10.2021 - Current
Company Operations Manager
IZ Maimo
02.2020 - 09.2021
Houseperson
Downtown Grand Hotel & Casino
05.2018 - 02.2020
Customer Service Representative
SITEL Worldwide
01.2013 - 05.2018
Sandwich Artist
SUBWAY®Restaurants
12.2011 - 12.2012
Global Community HS
Bachelors In Videogame Design And Development - Videogame Development
Full Sail University
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