Bianca Estrada
Las Vegas,NV
Summary
Proven leader with a track record of enhancing customer satisfaction and sales growth. Skilled in inventory control and team leadership, Excel in creating efficient store operations and training staff on exceptional customer service etiquette and effective sales techniques. Customer service management abilities have significantly increased repeat business, demonstrate commitment to achieving results / goals and fostering a positive work environment. Gifted in overseeing all facets of customer-facing and back-end operations. Traveled to other stores and was able to revamp the store and trained the staff there . Going above and beyond by assisting all needs in every aspect.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Goodwill of Southern Nevada
09.2024 - Current
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Implemented loss prevention strategies to minimize shrinkage and maintain profitability.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Led opening and closing procedures and conducted cashier drops, cash control/ management and vault monitoring.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
Rideshare Driver
- Uber/Lyft
01.2017 - Current
- Developed strong communication skills while interacting with diverse groups of riders daily for 12 hrs .
- Assisted passengers with loading and unloading luggage for enhanced customer care.
- Assisted riders with special needs or accessibility requirements, ensuring their comfort throughout the journey.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.
- Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers.
Administrative Coordinator/Appointment Scheduler
- Center for Autism and Related Disorders
12.2019 - 03.2021
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems that arose.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Assisted in the recruitment process by screening resumes, scheduling interviews, and facilitating onboarding activities for new hires.
- Provided backup or step in to assist with various tasks whenever employee was absent or at lunch.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Implemented behavior intervention plans, increasing positive behaviors and reduce challenging behaviors.
- Monitored and documented client progress using data collection techniques.
- Improved patient outcomes by implementing individualized ABA therapy plans tailored to each client''s needs.
- Made average of 25-35 outbound and inbound calls per day.
Supervisor
Marshall Retail Group
04.2019 - 12.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Worked with store managers to implement new displays, promotions and store layout changes.
Supervisor in Training
CVS Pharmacy
03.2018 - 04.2019
- Achieved operational excellence through consistent monitoring and evaluation of team performance.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Performed inventory control, such as counting, and stocking merchandise.
- Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
- Improved customer satisfaction by promptly locating items and providing product information.
- Completed end-of-day tasks such as returning misplaced items to their correct locations, contributing to an organized sales floor for the next day''s business.
Assistant Manager
Lids Locker Room
01.2015 - 05.2018
- 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.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Meets or exceeds production goals daily, weekly, and monthly.
- Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise. Meet or exceed sales goals on a consistent basis.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Revamped store layout to improve customer flow and overall shopping experience, resulting in better customer satisfaction ratings.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
Administrative Assistant
Therapy Management Group
02.2011 - 01.2015
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Education
Bachelor of Science - Criminal Justice
Nevada State University
Henderson, NV12.2025
Associate of Science - Criminal Justice / Psychology
College of Southern Nevada
Las Vegas, NV05.2016
Skills
- Schedule Management
- Store / Retail Operations
- Customer Service Management
- Training and mentoring
- Store Opening and Closing
- Retail Operations
- Stockroom Management
- Sales Growth
- Inventory Control
- Meet Sales Target
- Audit (inventory/register)
- POS
- Microsoft Office
- Replenishment
- Merchandise planning
- Pricing and shelf labeling
- Maintaining stock levels
- Dedication to product quality
- Customer-focused
- Excellent time management skills
Languages
Spanish
Native or Bilingual
ASL
Limited Working
Custom
- Make-A-Wish - 2023 to present
My child is a make a wish kid and we have been part of the organization since 2023. I have been able to speak at events with of 500 to 1000 people attending, about this journey and spread awareness.
- Sickle Cell Walk - 2013 to present
Since my child was diagnose with this disease i became part of the Sickle Cell Organization here in Las Vegas and was able to provide resources and reach out to people that can help benefit family with their needs. I was able to help the walk set up I was also able to talk about the experience of being a mother to a sickle cell warrior. Help pass out flyers about the event and be part of the outreach team.
- Angelman Syndrome Walk - 2006 to 2015
I was part of the Las Vegas Chapter group and was able to successfully help bring people out to help spreed awareness and donate. Responsibilities were : outreach events, guiding people to right area, set up the walk path, set up a schedule for the event, assign volunteers task, look for sponsors and creating arch balloons and other decor for the event.
Autism Walk - 2006 to 2015
I would always volunteer with them as i enjoy being part of the special need community and assist as much as i can. I would set up the walk path and help others register for the walk and learn about other resources that Las Vegas can offer.
Timeline
Customer Service Manager
Goodwill of Southern Nevada
09.2024 - Current
Administrative Coordinator/Appointment Scheduler
- Center for Autism and Related Disorders
12.2019 - 03.2021
Supervisor
Marshall Retail Group
04.2019 - 12.2019
Supervisor in Training
CVS Pharmacy
03.2018 - 04.2019
Rideshare Driver
- Uber/Lyft
01.2017 - Current
Assistant Manager
Lids Locker Room
01.2015 - 05.2018
Administrative Assistant
Therapy Management Group
02.2011 - 01.2015
Bachelor of Science - Criminal Justice
Nevada State University
Associate of Science - Criminal Justice / Psychology
College of Southern Nevada
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