Bernice Becerra
Hercules,CA
Summary
Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
kinder's deli and meats
Concord, CA
08.2022 - 12.2024
- Managed customer service inquiries and complaints in a timely manner.
- Reviewed completed work to verify consistency, quality, and conformance.
- Maintained up-to-date knowledge of company products and services.
- Implemented quality control measures to uphold company standards.
- Resolved conflicts between team members in an effective manner.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed a system for tracking inventory and ordering supplies as needed.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed business performance data and forecasted business results for upper management.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Supervised daily operations including scheduling shifts, assigning duties.
- Delegated work to staff, setting priorities and goals.
- Proposed or approved modifications to project plans.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Ensured compliance with safety regulations and company policies.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Established processes for monitoring customer satisfaction levels.
- Communicated regularly with customers to gain insights into their needs.
- Recruited and trained new employees to meet job requirements.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored employee attendance records, timekeeping, and payroll information.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Created reports on sales trends, inventory levels, and financial data.
- Created and managed budgets for travel, training, and team-building activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Collaborated with management on developing strategic plans for achieving business goals.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
Server Trainer
Yard House
Concord, California
01.2021 - 07.2022
- Conducted hands-on workshops to demonstrate server features and functions to trainees.
- Performed continuous reviews of wait staff and provided feedback directly to team members as well as managers.
- Coordinated with kitchen staff to arrange menu tastings, enabling servers to describe dishes accurately and enthusiastically to guests.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Provided exceptional service to high volume of daily customers.
- Supervised, evaluated or referred instructors to skill development classes.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Provided one-on-one support to ensure successful completion of training objectives.
- Developed and implemented interactive training modules to enhance learning experience and retention among trainees.
- Introduced time-management techniques to help new servers efficiently balance multiple tables and customer requests.
- Monitored and evaluated server performance during training period to ensure adherence to restaurant standards and protocols.
- Monitored performance of trainees throughout the course duration to identify areas for improvement.
- Maintained a positive learning environment by addressing any questions or concerns raised by participants promptly.
- Selected and assigned instructors to conduct training.
- Provided ongoing coaching and feedback to new servers, facilitating a smooth transition to their roles.
- Instructed new staff members on food handling procedures and service techniques.
- Guided new servers in developing upselling strategies to enhance guest experience and increase sales.
- Facilitated group discussions about complex topics related to server systems.
- Explained goals and expectations required of trainees.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Addressed and resolved any interpersonal issues among trainees, promoting a harmonious training environment.
- Organized and led weekly meetings with trainees to address concerns, share best practices, and reinforce learning objectives.
- Identified opportunities for improving existing processes related to training operations.
- Developed and presented comprehensive training materials on server setup, configuration, and maintenance.
- Ensured all safety protocols were followed while using equipment during demonstrations.
- Implemented role-play scenarios to simulate real-life situations, enhancing problem-solving and communication skills among trainees.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
Server
Gen Korean BBQ
Concord, CA
05.2020 - 06.2021
- Filled condiments and napkin containers during slack periods.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Implemented feedback from customers to improve service quality and menu offerings.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Provided excellent customer service to ensure satisfaction.
- Responded to ad hoc cleaning duties at end of shift.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Greeted customers, answered questions and recommended specials to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Prepared drinks according to standard recipes.
- Addressed complaints to kitchen staff and served replacement items.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Garnished dishes and beverages to serve visually appealing menu items.
Deli Clerk
Kinders Meats and Deli
Hercules, CA
10.2018 - 10.2020
- Greeted customers in a friendly and professional manner.
- Distributed new item samples to customers to provide opportunities for individuals to try products before purchase.
- Followed recipes and customer requests to prepare meals.
- Offered samples to promote and upsell specials.
- Sliced meats and cheeses and weighed deli items for customers.
- Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
- Adhered to health regulations regarding food handling and sanitation standards.
- Offered suggestions for additional items that would complement customer's order selections.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
- Tailored orders to address customer allergies and gluten concerns.
- Followed company recipes for preparing foods such as soups, salads, sandwiches.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Trained new employees on proper handling of food, safety protocols, and customer service techniques.
- Maintained safe food handling practices to prevent germ spread.
- Worked collaboratively with other staff members to ensure efficient operation of the store operations during peak hours of business activity.
- Assisted customers with selecting products from the deli case or menu board.
- Sanitized and kept work areas tidy by cleaning surfaces, equipment, and floors, removing trash and maintaining machinery.
- Stocked shelves with fresh items daily.
- Created aesthetically pleasing food arrangements for special orders and party trays.
- Organized ingredients and restocked supplies to prepare for busy periods.
Loss Prevention Specialist
DD's Discount
El Cerrito, California
12.2019 - 01.2020
- Investigated shoplifting cases and provided evidence in court proceedings as needed.
- Interviewed witnesses and suspects in connection with security-related incidents.
- Ensured the proper use of access control systems by monitoring personnel movements throughout the facility.
- Inspected merchandise for compliance with theft prevention policies.
- Analyzed data from video surveillance systems to identify potential threats or areas of improvement.
- Developed and implemented loss prevention procedures to reduce inventory shrinkage.
- Drafted and documented security procedures, policies and standards.
- Performed regular audits of store operations to ensure compliance with safety regulations.
- Coordinated with local law enforcement agencies when necessary regarding criminal activities.
- Conducted thorough investigations of theft-related issues with potential to impact company operations and objectives negatively.
- Managed daily reports related to security issues, including employee misconduct, theft, vandalism.
- Obtained positions of increasing responsibility based on expertise in loss prevention and store operations.
- Monitored and supervised customer's activities in store to detect signs of attempted theft.
- Monitored surveillance cameras to detect suspicious activity.
- Calculated response to detected theft attempts on basis of age and behavior of suspected perpetrator, erring on side of caution to insulate company from liability.
- Responded quickly to emergency situations, such as robberies or assaults, providing support until police arrived.
- Maintained records of incidents, including employee violations and customer complaints.
Cashier
Lucky's Supermarket
Hercules, CA
06.2016 - 10.2018
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Issued receipts, refunds, credits or change due to customers.
- Worked closely with front-end staff to assist customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Processed customer payments quickly and returned exact change and receipts.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Stocked shelves with merchandise when needed.
- Answered customers' questions and provided information on store procedures or policies.
- Welcomed customers, offering assistance to help find store items.
- Performed other duties as assigned by management.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Resolved customer complaints professionally in accordance with company policy.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Conducted price checks for special orders or discounts as requested by customers.
Education
High School Diploma -
Hercules High School
Hercules06-2018
Skills
- Sales monitoring
- Budget assistance
- Recruiting and interviewing
- Employee supervision
- Coaching and mentoring
- Team collaboration
- Staff development
- Multitasking and organization
- Cost control
- Workload management
- Performance reviewing
- Orientating and training
- Operations management
- Employee engagement
- Performance evaluation
- Time management
- Staff supervision
- Team leadership
- Customer service and satisfaction
- Vendor relationship management
- Task delegation
- Reporting and documenting
- Inventory management
- Marketing
- Orientation and training
- Goal setting
- Recruitment and hiring
- Staff training and development
- Adobe creative suite (photoshop, illustrator, dreamweaver)
- Customer relations
- Scheduling and planning
- Team motivation
- Consulting
- Employee scheduling
- Money handling
- Strategic planning
- Policy enforcement
- Workplace safety compliance
- Strategic thinking
- Adaptability and flexibility
- Decision-making
Affiliations
- Anti-Bullying Team Leader - I organized a group in high school for anti bullying. I organized rally's, gave speeches, promoted out reach programs, and also succeeded in fundraisers for the group.
- Star Athlete - I was voted most improved award after switching my position from third basemen to catcher. From moving positions to benefit my team and myself i joined varsity team in sophomore year and continued through to senior year. I was team co team captain and awarded mvp by my fellow teammates for always enthusiasts, cheers, and teamwork.
Accomplishments
Accomplishments:
- Awarded most improved (Softball )
- Awarded MVP ( Softball )
- Anti-bullying team leader
- Academic award for maintaining a 3.0 and higher
Certification
- Standard CDL drivers license
Timeline
Assistant Manager
kinder's deli and meats
08.2022 - 12.2024
Server Trainer
Yard House
01.2021 - 07.2022
Server
Gen Korean BBQ
05.2020 - 06.2021
Loss Prevention Specialist
DD's Discount
12.2019 - 01.2020
Deli Clerk
Kinders Meats and Deli
10.2018 - 10.2020
Cashier
Lucky's Supermarket
06.2016 - 10.2018
High School Diploma -
Hercules High School