Camila Milohanich
Troy,NY
Summary
Dynamic leader with a proven track record at The GLD Shop, adept in operations management and customer relationship management. Excelled in staff development and strategic planning, significantly enhancing customer satisfaction and team productivity. Skilled in leveraging financial management and problem-solving abilities to drive business success and operational efficiency.
Overview
7
7
years of professional experience
Work History
Senior Assistant Manager
The GLD Shop
05.2023 - Current
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Claims Supervisor
The GLD Shop
11.2022 - Current
- Cultivated productive relationships with stakeholders, facilitating claims lifecycle.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Optimized case management with establishment of best practices.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Built talented teams of 5 claims administrators dedicated to timely and compliant resolutions.
- Negotiated disputed bills or invoices totaling up to $20,000, achieving successful resolution.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Determined proper course of action for claims processing.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Designed and maintained financial models to identify and measure risks.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Social Media Reviews Manager
The GLD Shoo
11.2022 - Current
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Strengthened content through proofreading and editing.
- A-B tested ad campaigns to optimize performance and drive improved ROI.
- Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
- Generated reports to monitor and analyze website performance, search engine rankings, or domain authority.
- Conducted market research and competitor analysis to inform search marketing strategies.
- Created customized marketing materials to increase product awareness.
Customer Service Supervisor
The GLD Shop
06.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Created, prepared, and delivered reports to various departments.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created customer support strategies to increase customer retention.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Shift Supervisor
Cookout Restaurant
01.2021 - 05.2022
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Responded to and resolved customer questions and concerns.
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Completed cash and credit card transactions accurately using POS software.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Spanish Interpreter
LanguageLine
11.2019 - 01.2021
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest, and suspects.
- Maintained message content, tone, and emotion as closely as possible.
- Reviewed, edited and proofread translated documents for accuracy.
Preschool Teacher
Community Child Care
03.2018 - 11.2019
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Monitored students' academic, social, and emotional progress and recorded in individual files.
- Assisted and supervised 15 children through entire school day.
Education
High School Diploma -
Learn For Life
Cybersecurity -
Coursera
Digital Marketing -
Coursera
Skills
- Customer relationship management
- Store cleaning
- Staff training and development
- Inventory control
- Staff scheduling
- Operations management
- Recruiting and interviewing
- Sales monitoring
- Money handling
- Policy enforcement
- Scheduling and planning
- Promotional planning
- Multitasking and organization
- Schedule oversight
- Conflict resolution
- Compliance
- Reporting and documenting
- Marketing
- Product branding
- Team leadership
- Team collaboration
- Customer relations
- Customer rapport
- Rewards program oversight
- Project management abilities
- Adaptability and flexibility
- Customer relationship management (CRM)
- Performance evaluation
- Negotiation
- Sales strategies
- Workload management
- Customer service and satisfaction
- Google drive
- Staff supervision
- Strategic thinking
- Financial management
- Microsoft office expertise
- Marketing tactics
- Decision-making
- Problem-solving
- Strategic planning
- Verbal and written communication
- Coaching and mentoring
- Zendesk
- Shopify
- Trustpilot
- Outlook
Timeline
Senior Assistant Manager
The GLD Shop
05.2023 - Current
Claims Supervisor
The GLD Shop
11.2022 - Current
Social Media Reviews Manager
The GLD Shoo
11.2022 - Current
Customer Service Supervisor
The GLD Shop
06.2022 - Current
Shift Supervisor
Cookout Restaurant
01.2021 - 05.2022
Spanish Interpreter
LanguageLine
11.2019 - 01.2021
Preschool Teacher
Community Child Care
03.2018 - 11.2019
High School Diploma -
Learn For Life
Cybersecurity -
Coursera
Digital Marketing -
Coursera
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