Celia Pena (Sally)
San Angelo,TX
Summary
Results-driven individual with over 11 years of experience in customer service and sales leadership. Expertise in streamlining processes and enhancing customer satisfaction through effective communication and attention to detail, contributing to increased team efficiency and sales growth.
Positive and upbeat with exceptional interpersonal and administrative conflict management skills. Familiar with fee structures, documentation requirements and processing practices for vehicle titles.
Experienced with online sales and customer relationship management. Utilizes effective digital marketing strategies to attract and retain clients. Track record of successfully meeting sales targets through strong negotiation skills and client-focused service.
Overview
17
17
years of professional experience
Work History
Title Clerk
Mitchell Buick-GMC
San Angelo, TX
11.2025 - Current
- Providing good customer service.
- Processed vehicle title applications efficiently to ensure timely deliveries.
- Maintained accurate records of vehicle transactions using dealership management software.
- Collaborated with sales team to verify documentation for vehicle sales and trade-ins.
- Assisted customers by providing clear information on title transfer procedures.
- Reviewed and corrected discrepancies in title documents to enhance accuracy.
- Coordinated with financial institutions to secure lien releases effectively.
- Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
- Communicated with customers to resolve common title issues.
- Continuously improved processes for title management, identifying areas of improvement and implementing changes where necessary.
- Increased team efficiency through cross-training initiatives, fostering a versatile workforce capable of handling multiple responsibilities within the department.
- Improved record-keeping accuracy, meticulously organizing physical and digital files for easy retrieval.
- Examined and verified 50-60 titles weekly.
Internet Sales Director Assistant
All American Chevrolet Of San Angelo
San Angelo, TX
11.2014 - 11.2025
- Managed over 50 customer calls
- Utilized advanced CRM tools effectively to manage customer interactions, track progress towards goals, bringing over 100 customers to the the store monthly and streamline communications within the team.
- Analyzed customer data to identify trends and optimize sales approaches.
- Developed and maintained strong customer relationships, resulting in increased client retention.
- Oversaw inventory management processes for online vehicle listings and promotions.
- Provided training sessions for new hires on company policies, processes, and software programs, ensuring they were well-equipped for success in their roles.
- Developed a deep understanding of competitor offerings in order to effectively position the company''s products as superior solutions within the market.
- Streamlined internal processes within the sales department to improve efficiency and productivity among team members.
- Increased online sales revenue by developing and executing effective internet marketing strategies.
- Provided product knowledge and support to customers, improving satisfaction and retention.
- Trained new sales representatives on system usage and best practices in customer engagement.
- Developed strong relationships with clients, leading to increased repeat business and referrals.
- Achieved monthly sales quotas by effectively managing time, prioritizing tasks, maintaining excellent organizational skills throughout the entire process from lead generation to post-sales follow-up activities.
- Generated new leads by utilizing various marketing channels, including social media and email campaigns.
- Analyzed website traffic data to identify areas of opportunity for growth within target markets.
- Developed long-term, positive relationships with clients by providing personalized attention, anticipating needs, and maintaining open lines of communication.
- Created promotional campaigns to boost sales and drive customer loyalty.
Sales Associate
Walgreens
San Angelo, TX
05.2014 - 11.2014
- Assisted customers with product selection and inquiries, enhancing overall shopping experience.
- Delivered exceptional customer service in fast-paced retail environment.
- Assisted with inventory management, ensuring accurate stock levels and product availability.
- Maintained accurate inventory levels by conducting regular stock checks and reorder processes.
- Processed transactions efficiently using point-of-sale systems to ensure customer satisfaction.
- Collaborated with team members to achieve store goals and improve sales performance.
- Implemented visual merchandising strategies to enhance product displays and attract customers.
- Resolved customer complaints effectively, contributing to positive store reputation and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Retail Store Manager
Rue21
San Angelo, TX
07.2009 - 11.2012
- Led daily store operations, ensuring compliance with company policies and procedures.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Mentored and trained staff to enhance customer service skills and team performance.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Analyzed sales trends to optimize inventory management and product placement strategies.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items leading to over an average daily sale of 4 or more.
- Implemented visual merchandising standards to improve store aesthetics and drive sales.
- Conducted regular performance evaluations, providing constructive feedback for employee growth.
- Developed staff schedules to ensure adequate coverage during peak hours and events.
- Collaborated with cross-functional teams to execute promotional campaigns effectively.
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
Education
High School Diploma -
Lake View High School
San Angelo, TX05-2001
Skills
- 11 Years of Customer Service
- Strong Organization Skills, Effective Communication and Adaptability
- Sales leadership
- Strong multi-tasking
- Accuracy and Precision
- Experience with Computers and Cash Registers
- Up Selling Merchandise
- Completing all work tasks in a timely manner
- Title processing
- Problem Solving
- Data Entry
- File Management
Timeline
Title Clerk
Mitchell Buick-GMC
11.2025 - Current
Internet Sales Director Assistant
All American Chevrolet Of San Angelo
11.2014 - 11.2025
Sales Associate
Walgreens
05.2014 - 11.2014
Retail Store Manager
Rue21
07.2009 - 11.2012
High School Diploma -
Lake View High School