Bernice Duran
Wichita,KS
Summary
Dynamic and results-driven professional with extensive experience in customer service and team leadership at Dollar General. Proven track record in staff training and conflict resolution, enhancing operational efficiency and customer satisfaction. Skilled in money handling and sales reporting, consistently achieving performance targets while fostering a positive work environment.
Offering strong interpersonal skills and keen ability to learn and adapt quickly within dynamic work environment. Brings focus on operational efficiency and customer satisfaction, with hands-on experience in managing schedules and resources. Ready to use and develop organizational and leadership skills in any role.
Developed in fast-paced retail environment, focusing on team leadership and operational efficiency. Skilled in resource management and customer service excellence, seeking to transition into new field. Eager to leverage transferrable skills to contribute to new and challenging role.
Overview
4
4
years of professional experience
Work History
Assistant Manager
Dollar General
Wichita, KS
04.2025 - 06.2025
- Assisted in managing daily store operations and ensuring smooth workflow
- Supported inventory management by tracking stock levels and placing orders
- Provided exceptional customer service, resolving issues and enhancing shopping experience
- Trained new staff on company policies and operational procedures
- Conducted regular store audits to maintain compliance with company standards
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Housekeeping Supervisor
Totally Clean ICT
Wichita, KS
09.2023 - 11.2023
- Supervised daily housekeeping operations, ensuring high standards of cleanliness and guest satisfaction.
- Trained and mentored new staff on housekeeping procedures and best practices.
- Developed cleaning schedules to optimize efficiency and resource allocation.
- Conducted inspections to maintain quality control and compliance with health regulations.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Assisted in developing training materials for ongoing staff education and skill enhancement.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
Delivery Driver
ICT Express LLC
Wichita, KS
08.2023 - 10.2023
- Navigated routes efficiently to ensure timely deliveries and customer satisfaction.
- Conducted vehicle inspections and maintained cleanliness for optimal performance.
- Communicated proactively with dispatch to address delivery issues and updates.
- Adhered to safety protocols while operating delivery vehicle and handling packages.
- Managed delivery schedules, optimizing routes for fuel efficiency and time savings.
- Assisted in loading and unloading packages, ensuring proper handling to prevent damage.
- Documented delivery confirmations through electronic systems for accurate record-keeping.
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
Assistant Manager
Family Dollar
Wichita, KS
03.2023 - 09.2023
- Collaborated with team to implement visual merchandising strategies for product displays
- Monitored sales performance and identified opportunities for improvement
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Call Center Agent
MAP Communications
Edinburg, TX
07.2021 - 03.2022
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized call center software to document interactions and track customer requests accurately.
- Adapted quickly to changes in procedures and systems, ensuring seamless service delivery.
- Assisted team members with challenging calls, fostering a collaborative work environment.
- Monitored call metrics to identify trends and areas for improvement in service quality.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Kansas High School
Wichita, KS08-2012
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Time management
- Team motivation
- Staff training and development
- Staff supervision
- Conflict resolution
- Sales reporting
- Workplace safety compliance
- Employee supervision
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Assistant Manager
Dollar General
04.2025 - 06.2025
Housekeeping Supervisor
Totally Clean ICT
09.2023 - 11.2023
Delivery Driver
ICT Express LLC
08.2023 - 10.2023
Assistant Manager
Family Dollar
03.2023 - 09.2023
Call Center Agent
MAP Communications
07.2021 - 03.2022
High School Diploma -
Kansas High School