Heather Gaus
Sarasota,FL
Summary
Motivated business professional bringing three years of entrepreneurial experience. Dedicated and personable with extensive experience in managing administrative and sales operations and personnel. Well-versed in training, educating, motivating and supporting staff members. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Business Owner
Juggernaut Coffee
05.2020 - Current
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Trained and motivated employees to perform daily business functions.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Conducted audit inspections and independent checks to verify parts and materials.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Service Manager
CSNS Relocation Services
05.2018 - 05.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Created and reviewed invoices to confirm accuracy.
Education
Bachelor Of Applied Arts - Creative Writing
University of South Florida
Tampa, FLAssociate Of Applied Arts - English
Seminole State College of Florida
Sanford, FL05.2022
Skills
- Business Presentations
- Sales Strategies
- Strategic Decision-Making
- Training and Development
- Attention to Detail
- Balanced Work Ethic
- Approachable and Outgoing
- Driven and Determined
- Executive Leadership
- Staff Hiring
- Budgeting and Cost Control
- Team Leadership
- Task Delegation
- Adaptable and Flexible
- Public Speaking
- Store Layouts
- Customer Relations
- Issue Resolution
- Cost Analysis and Savings
- Staffing Oversight
- Work Planning and Prioritization
- Operations Start-Up
- Verbal and Written Communication
- Purchasing and Planning
- Trend Analysis
- Professional Networking
- Project Oversight
- Financial Planning
- Vendor Relationship Management
- Sales Development
- Business Marketing
- Providing Feedback
- Manage Programs
- Proper Staffing
- Defining Company Vision
- Mission and Vision
- Business Optimization
- Change and Growth Management
- Leadership and People Development
- Office Systems Management
- People and Culture
- Business Correspondence
- Corrective Actions
- Effective Communicator and Public Speaker
- Management Team Leadership
- Bookkeeping
Timeline
Business Owner
Juggernaut Coffee
05.2020 - Current
Customer Service Manager
CSNS Relocation Services
05.2018 - 05.2020
Bachelor Of Applied Arts - Creative Writing
University of South Florida
Associate Of Applied Arts - English
Seminole State College of Florida
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