BELINDA CONTRERAS
JCPenney
Yuma,AZ
3
Languages
18
years of professional experience
Experienced in customer service and operational management, driving improvements in customer experience and HR processes. Offering abilities in training and onboarding, strategic planning, and performance evaluations to enhance team effectiveness. Skilled in cross-functional collaboration and problem-solving to support organizational goals.
Experienced with building and maintaining positive customer relationships. Utilizes effective communication and strategic planning to enhance customer satisfaction. Track record of leading teams to consistently meet and exceed service expectations.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Work History
Customer Experience Manager/ HR Asst
1 Year 6 Months- Led customer service initiatives to improve satisfaction across sales floor and checkout.
- Trained staff on customer service best practices to enhance knowledge and skills, improving overall service delivery.
- Monitored performance metrics to assess progress toward customer experience initiative goals.
- Facilitated team meetings to address customer issues, complaints, and gather suggestions for improvement, fostering a collaborative approach to service enhancement.
- Coordinated daily HR operations to ensure efficient execution of HR duties and processes.
- Coached associates on POS procedures, returns, and merchandise policies.
- Coordinated daily HR operations, ensuring smooth functioning of HR duties and processes.
- Prepared and set up for new employee orientations.
- Monitored store traffic patterns and adjusted staffing to maintain coverage.
- Partnered with merchandising and operations teams to support seasonal floor resets.
Store Manager In Training
1 Year 7 Months- Managing daily operations of store ensuring efficiency and profitability.
- Managed staff recruitment and onboarding, trained new and existing team members, and prepared rosters, payroll, and bank statements.
- Managed stock inventory by tracking levels and ensuring product availability.: managing inventory levels and planograms to ensure product availability preparing promotions and deals
- Meeting sales and financial goals closely overseeing business's cash flow to optimize profitability. Monitoring conversations, profitability and loss
- Stock control: managing inventory levels and planograms to ensure product availability preparing promotions and deals
- Implementing store procedures and policies.
- Provided customer service by addressing inquiries and assisting with purchases. providing excellent service using interpersonal skills to understand customers'' needs. processing transactions and returns. preparing online orders.
- Directed daily store operations, ensuring consistent service, merchandising, and policy compliance.
- Trained team members on POS procedures, customer service standards, and operational workflows.
- Monitored inventory levels, identified shrink risks, and coordinated stock replenishment.
- Supported scheduling, task delegation, and labor coverage to maintain store productivity.
- Resolved customer concerns promptly, preserving service quality and brand expectations.
Operations Manager
10 Years 2 Months- Provided customer service by addressing inquiries and resolving issues for all customers
- Maintained organized administration files for efficient access.
- Verify and finalize hourly and weekly payroll for all employees within Company guidelines.
- Processed bank deposits and managed change orders for store operations.
- Delegating tasks accordingly
- Supervised employees and directed daily operations.
- Executing promotional areas, stocking merchandise, and initiating planograms accordingly
- Delegated tasks to team members to optimize workflow and efficiency.
- Executed promotional displays, stocked merchandise, and initiated planograms to optimize store layout
- Cashier, money order, lottery sales, coupon transactions, money cards, bill paying apps.
- Operated cash register handling money orders, lottery sales, and coupon transactions.
- Directed daily store operations, ensuring consistent workflow, service quality, and policy adherence.
- Oversaw inventory controls, replenishment processes, and merchandising standards to support product availability.
- Implemented staffing schedules and task assignments to maintain efficient front-end and pharmacy support coverage.
- Monitored compliance with safety, security, and regulatory procedures across high-volume retail operations.
- Resolved customer concerns promptly, reinforcing service standards and store reputation.
- Trained team members on POS systems, operational procedures, and company expectations.
- Analyzed operational issues and adjusted processes to improve efficiency and reduce disruptions.
- Coordinated loss prevention practices, cash handling controls, and audit readiness across departments.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Pharmacy Technician
14 Years 6 Months- Assisting customers at pharmacy pick up and drop off window and drive through
- Typing and filling prescriptions for customers.
- Answer telephones responding to customers' questions or requests
- Ordered over-the-counter medications for customer requests. Faxing doctors for refills for customers
- Returned unclaimed medications to stock within designated time frame, maintaining inventory accuracy and availability
- Filled prescriptions accurately using pharmacy systems and dosage verification procedures.
- Counted, labeled, and packaged medications while maintaining compliance with safety standards.
- Processed insurance claims and resolved prescription billing issues efficiently.
- Assisted patients with refill requests, pickup coordination, and pharmacy inquiries.
- Restocked medications and monitored inventory levels to support continuous workflow.
Shift Supervisor / Pharmacy Tech dual
14 Years 6 Months- Delegate tasks for employees ensuring they get completed
- Complete opening and closing duties including register close out bank deposits and safe counts daily paperwork
- Maintained cleanliness throughout store faced stocked
- Customer service processing transactions and returns and assisting employees and customers' needs.
- Executing planograms completing store/quadrant orders
- Supervised front store operations, ensuring smooth customer service and daily workflow.
- Monitored cash handling, register accuracy, and safe drawer reconciliation procedures.
Education
GED
Skills
Customer service training
Engagement strategy
Account management
Program improvement
Employee coaching
Talent acquisition
Training and development
Cross-functional collaboration
Teamwork and collaboration
Problem-solving
Organizational skills
Adaptability
Multitasking
Time management
Time management
Voice of customer analysis
Customer empathy
Data analytics
Training programs
Customer acquisition
Customer journey mapping
LANGUAGES
English / Spanish
Advanced
Fluent writing and Speaking
Timeline
Customer Experience Manager/ HR Asst
JCPenney
02.2025 - 08.2026Read More
Store Manager In Training
CVS PHARMACY
01.2022 - 08.2023Read More
Operations Manager
CVS PHARMACY
06.2013 - 08.2023Read More
Pharmacy Technician
CVS PHARMACY
02.2009 - 08.2023Read More
Shift Supervisor / Pharmacy Tech dual
CVS PHARMACY
02.2009 - 08.2023Read More
Yuma Private Industry Council
GED
Read More