Bianka Caceres
Sanford,United States
Summary
Experienced Account Specialist and Store Manager with 14+ years of leadership, budget management, and customer satisfaction improvement. Demonstrated success in surpassing sales and loan targets through innovative strategies. Proficient in monitoring KPIs and managing risk. Skilled in building client relationships and resolving complex issues. Ready to bring dynamic problem-solving and management abilities to a forward-thinking team.
Overview
14
14
years of professional experience
Work History
Account Specialist II
J.P Morgan Chase
09.2022 - Current
- Manage over 36 chase credit card products for our customer base
- Demonstrate flexibility and collaborative style in building strong relationships with diverse customer groups
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Utilize strong problem-solving skills to quickly resolve customer inquiries and complaints
- Develop and maintain relationships with clients to ensure satisfaction with services provided and research customer inquiries related to past due invoices and payments received
- Provide product information to customers and align products with customer needs to boost satisfaction
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Collaborate with cross-functional teams to develop and implement innovative solutions that enhance the customer experience and drive customer loyalty at J.P Morgan Chase
- Stay up-to-date on industry regulations and compliance requirements, ensuring all account management practices adhere to legal standards and guidelines set forth by regulatory bodies, to minimize risks and maintain trust with clients at J.P Morgan Chase
Store Manager
Value Pawn & Jewelry
01.2017 - 08.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Recruited, interviewed and hired qualified personnel based on company needs
- Evaluated employee performance regularly to identify areas for improvement and provide constructive feedback for ongoing development.
- Developed and implemented strategies to identify, contact, and negotiate payment plans with delinquent customers
- Optimized store layout to showcase high-value items prominently while keeping less popular merchandise readily available for browsing customers'' convenience.
- Assessed financial reports regularly to make informed decisions regarding budget allocations, staffing needs, and overall operational strategy.
- Resolved customer complaints quickly and efficiently while maintaining a high level of customer satisfaction
- Utilized social media platforms effectively to promote store specials, new arrivals, and upcoming events-attracting new customers in the process.
- Monitored employee performance regularly through observation, feedback and evaluation techniques
- Collaborated with regional managers to analyze market trends and customer demographics, identifying opportunities to tailor product offerings and promotional campaigns.
Store Manager
America's Super Pawn
11.2010 - 11.2016
- Provided leadership and motivation to team members to increase productivity and efficiency within the store
- Analyzed sales data to identify areas of improvement and develop strategies for increasing revenue
- Ensured compliance with all applicable laws, regulations, and policies across the organization
- Built strong relationships with customers by providing exceptional service throughout the entire loan process
- Develop and implement a training program for employees to enhance their knowledge of valuable items, such as jewelry and electronics, to ensure accurate assessments and maximize profitability during transactions
- Collaborate with the finance team to optimize inventory management and cash flow, ensuring that the store maintains a healthy balance between stock levels and available funds, ultimately maximizing profitability for America's Super Pawn
- Implement a performance evaluation system to assess employee productivity, efficiency, and customer service skills
- Provide feedback and coaching to team members to enhance their performance and ensure high standards of service delivery at America's Super Pawn
- Implement a pawn appraisal training program for employees to enhance their expertise in evaluating and pricing valuable items accurately
- Organize and lead regular team-building activities and training sessions to foster a collaborative and motivated work environment at America's Super Pawn
- Implement a customer negotiation training program for employees to enhance their skills in engaging with customers to reach mutually beneficial agreements during transactions at America's Super Pawn
Education
Diploma - Medical Assistant
Meridian College
Sarasota, FL06.2015
Skills
- Account administration
- Customer relationship development
- Microsoft office proficiency
- Customer engagement
- Revenue growth
- Team building
- Merchandising strategies
- Employee training
- Compliance requirements
- Problem-solving
Timeline
Account Specialist II
J.P Morgan Chase
09.2022 - Current
Store Manager
Value Pawn & Jewelry
01.2017 - 08.2022
Store Manager
America's Super Pawn
11.2010 - 11.2016
Diploma - Medical Assistant
Meridian College
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