Bernadette E Bonilla
Ridgewood,NY
Summary
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Overview
24
24
years of professional experience
1
1
Certification
Work History
General Manager
21st Century Storage
Long Island City , NY
2023.05 - 2024.08
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments, and direction.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
District Manager
Safeguard Self Storage, LLC
Brooklyn , NY
2019.10 - 2023.05
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Monitored local market conditions to determine competitive trends and adjust strategies accordingly.
- Ensured that all stores met their monthly targets by providing guidance and support as needed.
- Collaborated with other departments such as marketing, human resources, finance, to achieve goals set by upper management.
- Performed periodic risk assessments of stores within the district to identify potential safety hazards.
- Reviewed inventory levels at each store in order to ensure adequate stock availability.
- Identified opportunities for process improvement across multiple locations within the district.
- Planned budgets based on forecasted sales figures and monitored expenses throughout the year.
- Maintained accurate records of employee attendance and payroll information for all stores within the district.
- Mentored team members by demonstrating best practices for sales and customer service.
- Identified and developed top talent to promote performance-oriented culture.
- Cultivated positive rapport with associates and team leadership.
- Coached, developed and motivated team to achieve revenue goals.
- Conducted market research and reported on competitors.
District Trainer
Safeguard Self Storage, LLC
Queens , NY
2017.06 - 2019.10
- Created comprehensive training materials, including handouts, manuals, presentations and job aids.
- Delivered customized in-person trainings that addressed specific needs of each store or department.
- Provided ongoing coaching and feedback to ensure employees had a clear understanding of their roles and responsibilities.
- Assisted with the development of internal policies and procedures related to employee performance management.
- Maintained records of all training activities, including attendance rosters and course evaluations.
- Evaluated employee performance before and after trainings to measure effectiveness of programs.
- Organized team building activities during workshops to promote collaboration among staff members.
- Facilitated monthly meetings with managers from different stores to discuss best practices in customer service.
- Assisted with onboarding processes for new hires by providing orientation overviews about company standards.
- Conducted knowledge and skill assessments to validate course learning objectives achieved.
- Collaborated with leadership and marketing to align training content with company objectives and brand strategy.
- Partnered with management to conduct individual training needs analysis for required coaching and training.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Performed administrative tasks such as scheduling appointments, arranging travel accommodations, preparing reports.
- Worked one-on-one with new hires to support outcomes and efficiencies along with best practices.
Facility Manager
Safeguard Self Storage, LLC
Brooklyn , NY
2013.05 - 2017.06
- Maintained accurate records of tenant information such as payment history, contact details.
- Provided excellent customer service by responding to inquiries in a timely manner.
- Ensured that the storage units were clean and safe for tenants to use.
- Conducted regular inspections of the facility to identify any potential safety hazards or maintenance issues.
- Managed accounts receivable by collecting rent payments from tenants in accordance with company policies and procedures.
- Advised customers on the best storage solutions for their needs based on size, budget and other requirements.
- Resolved customer complaints promptly and professionally in order to maintain positive relationships with clients.
- Planned staff schedules according to business needs while ensuring efficient coverage of shifts.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
Property Manager
Public Storage
Brooklyn , NY
2000.04 - 2013.04
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Managed all maintenance requests from tenants in a timely manner.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Established policies regarding tenant relations and enforcement of rules and regulations within the properties.
- Processed evictions when necessary in accordance with state laws and procedures.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
Education
Associate in Tourism - Airlines And Tourism
Instituto De Banca
Ponce, Puerto Rico1994-08
Skills
- Sales
- Customer Relationship Management
- Customer Retention
- Staff Supervision
- Leadership and team building
- Performance Improvement
- Client Relations
- Staff Training and Development
- Verbal and written communication
- Interpersonal Skills
- Administrative Skills
- Facility Management
- Bilingual
Accomplishments
- Highest Revenue Versus Budget District Wide at 9.8%
- Highest Net Operating Income Versus Budget District Wide at 11.8%
- Highest RevPaf Versus Budget District Wide at 13.8%
- Highest Insurance Penetration Company Wide at 96.8%
Certification
- Available upon Request
Languages
English
Professional
Spanish
Professional
Tagalog
Professional
Timeline
General Manager
21st Century Storage
2023.05 - 2024.08
District Manager
Safeguard Self Storage, LLC
2019.10 - 2023.05
District Trainer
Safeguard Self Storage, LLC
2017.06 - 2019.10
Facility Manager
Safeguard Self Storage, LLC
2013.05 - 2017.06
Property Manager
Public Storage
2000.04 - 2013.04
- Available upon Request
Associate in Tourism - Airlines And Tourism
Instituto De Banca
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