Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carmen Galarza

Lubbock,TX

Summary

Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.

Overview

18
18
years of professional experience

Work History

E-Senior Agent Sales& Reservations

Uhaul Moving And Storage
05.2022 - Current
  • Increased client satisfaction by providing exceptional customer service and timely resolution of issues.
  • Mentored junior agents in sales techniques, improving overall team performance.
  • Led team meetings to review progress and set goals for future success.
  • Supervised team of 8, providing exceptional coaching and mentoring.
  • Organized training sessions for new hires to ensure a smooth onboarding process.
  • Implemented process improvements in areas that were underperforming.
  • Resolved caller issues quickly and thoroughly.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.

E-Sales Agent

Uhaul Moving And Storage
06.2021 - 05.2022
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Assisted call-in customers with questions and orders.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

General Manager

Uhaul Moving And Storage
08.2019 - 06.2021
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Trained new employees on proper protocols and customer service standards.
  • Managed budget implementations, employee evaluations, and contract details.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Field Relief Manager

Uhaul Moving And Storage
06.2018 - 08.2019
  • Optimized store performance by providing training and support to store teams during periods of management transition.
  • Reduced employee turnover rates by implementing improved onboarding processes and ongoing staff development initiatives.
  • Increased sales revenue by closely monitoring inventory levels, adjusting product displays, and optimizing store layouts for maximum customer appeal.
  • Assisted in the successful opening of new store locations by providing guidance on staffing, merchandising, and overall operations management.
  • Maintained a safe and clean work environment for both staff members and customers through strict adherence to company policies and procedures.
  • Promoted from within due to demonstrated excellence in day-to-day operations management as well as exceptional leadership skills that drove team performance improvements across multiple locations.
  • Provided hands-on support during times of crisis or high demand, ensuring uninterrupted service to customers while maintaining a positive team atmosphere in the face of adversity.
  • Coordinated and scheduled field personnel to cover operations throughout assigned regional area.
  • Monitored working environment, making sure it was always safe, positive setting for all employees.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

General Manager

Uhaul Moving And Storage
03.2017 - 06.2018
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Trained new employees on proper protocols and customer service standards.
  • Managed budget implementations, employee evaluations, and contract details.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Customer Service Representative

Uhaul Moving And Storage
06.2014 - 03.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Processor

Staffmark
02.2014 - 01.2015
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Managed multiple priorities simultaneously, maintaining organization even during peak periods.
  • Handled high-volume periods with ease, maintaining consistent performance under pressure.
  • Processed customer orders in line with established policies and procedures.

Homemaker/Companion

Hartford Elderly Services
03.2011 - 12.2012
  • Enhanced client well-being by providing compassionate care and companionship.
  • Assisted clients with daily living activities, promoting independence and dignity.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted with daily living activities, running errands, and household chores.
  • Washed floors, vacuumed and disposed of garbage.
  • Provided transportation and appointments management.
  • Assisted clients by performing laundry, meal preparation and other tasks.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.

Swing Manger

McDonald's
03.2008 - 09.2010
  • Increased customer satisfaction by maintaining a clean and organized restaurant environment.
  • Streamlined order processing for faster service times, contributing to positive customer feedback.
  • Managed inventory levels for optimal stock availability, minimizing waste and maximizing profits.
  • Oversaw daily cash reconciliation processes, maintaining accurate financial records for the establishment.
  • Monitored employee performance closely, providing constructive feedback for continuous improvement opportunities.
  • Conducted regular equipment maintenance checks to minimize downtime due to malfunctions or repairs.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
  • Motivated staff to perform at peak efficiency and quality.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Oversaw food preparation and monitored safety protocols.

Swing Manager

Burger King
08.2005 - 01.2008
  • Increased customer satisfaction by maintaining a clean and organized restaurant environment.
  • Streamlined order processing for faster service times, contributing to positive customer feedback.
  • Managed inventory levels for optimal stock availability, minimizing waste and maximizing profits.
  • Oversaw daily cash reconciliation processes, maintaining accurate financial records for the establishment.
  • Monitored employee performance closely, providing constructive feedback for continuous improvement opportunities.
  • Conducted regular equipment maintenance checks to minimize downtime due to malfunctions or repairs.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
  • Motivated staff to perform at peak efficiency and quality.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Oversaw food preparation and monitored safety protocols.

Education

High School Diploma -

New Britain High School
New Britain, CT
06.2005

Skills

  • Telephone Etiquette
  • Product and Service Knowledge
  • Performance management
  • Coaching and mentoring
  • Team leadership
  • Critical Thinking
  • Positive Attitude
  • Documenting Information
  • Relationship Building
  • Expense Tracking
  • Workflow Planning

Timeline

E-Senior Agent Sales& Reservations

Uhaul Moving And Storage
05.2022 - Current

E-Sales Agent

Uhaul Moving And Storage
06.2021 - 05.2022

General Manager

Uhaul Moving And Storage
08.2019 - 06.2021

Field Relief Manager

Uhaul Moving And Storage
06.2018 - 08.2019

General Manager

Uhaul Moving And Storage
03.2017 - 06.2018

Customer Service Representative

Uhaul Moving And Storage
06.2014 - 03.2017

Processor

Staffmark
02.2014 - 01.2015

Homemaker/Companion

Hartford Elderly Services
03.2011 - 12.2012

Swing Manger

McDonald's
03.2008 - 09.2010

Swing Manager

Burger King
08.2005 - 01.2008

High School Diploma -

New Britain High School

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Carmen Galarza