Celia G. Estrella-Matos

• Oversaw daily operations of service team, delegated tasks, and trained new staff.
• Cultivated warm relationships with regular customers.
• Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
• Bussed and reset tables to keep dining room and work areas clean.
• Displayed enthusiasm and promoted excellent service to customers.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
• Wrote and submitted accurate end-of-shift reports to provide management with accurate information about performance of restaurant and staff.
• Conducted meetings with management to discus operational issues and develop ways to improve services.
• Observed servers to provide feedback and coaching in areas requiring improvement.

Customer Service, Sales, Marketing & Customer Acquisition: Actively assist in meeting the center’s performance metrics. Use sales and marketing techniques inside and outside of the branch to ensure the branch is the customer acquisition engine that drives new customer growth into storefront and online channels. Be responsible for day-to-day servicing of an ever-growing consumer loan portfolio. Present financial solutions, based on customer needs that meet their goals. Develop new relationships and maintain existing relationships while working with customers throughout the loan process and loan life cycle. Educate customers on the terms and conditions of their loans to ensure a clear understanding of the products they have selected. Effectively build trust with customers and internal staff by embodying and demonstrating the philosophy of the organization, core values and the company’s purpose. Deploy marketing efforts in the community to generate sales and customer growth, and complete marketing tracking sheets as required.

Operations, Compliance, & Collections: Assist in managing the P&L to meet all budgeted numbers and in meeting management’s expectations related to center performance. Adhere to the Company’s policies, procedures, and to all applicable state and federal regulations. Maintain accurate cash controls and ensure that security procedures are in line with Company and Loss Prevention (LP) Standards. Enter customer and transaction information accurately into the point of sales system, and create and maintain accurate customer files with all required documentation. Perform and document collection calls, field visits, and any other approved collection activities.

• Completed on-time deliveries by choosing best and most efficient routes.
• Delivered packages to customer doorsteps and business offices.
• Maintained upbeat, positive attitude in busy, customer-focused environment.
• Completed rush deliveries on tight timetables to satisfy customer needs.
• Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
• Loaded truck and properly secured items to prevent damage for deliveries.
• Inspected and maintained delivery vehicles regularly to keep in safe working order.
• Kept detailed mileage and fuel reports to track overall fuel costs.
• Successfully avoided time delivery delays by carefully planning best routes.
• Loaded and unloaded various delivery vehicles with correct order and balancing.

• Managed inventory control, cash control, and store opening and closing procedures.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Completed point of sale opening and closing procedures.
• Rotated merchandise and displays to feature new products and promotions.
• Assisted with hiring, training and mentoring new staff members.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Offered personalized customer service to all customers to support satisfaction and loyalty.
• Dressed and accessorized mannequins to highlight featured clothing and accessories.
• Gained extensive knowledge of latest fashion trends and styles to provide customers with up-to-date advice.
• Performed clean, high-quality work at all times.
• Created custom tattoo designs for customers.
• Utilized photographs and sketches from customers to develop ideas.
• Presented template design sheets for customers to review.
• Managed creative process from concept to completion for various art projects.
• Developed art and design concepts.
• Experimented with variety of styles and techniques to produce unique works of art.

• Greeted customers and helped with product questions, selections, and purchases.
• Helped customers complete purchases, locate items, and join reward programs.
• Maintained clean sales floor and straightened and faced merchandise.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Issued receipts and processed refunds, credits, or exchanges.
• Informed customers of current store promotions to encourage additional sales purchases.
• Used POS system to process sales, returns, online orders, and gift card activations.
• Answered questions about store policies and addressed customer concerns.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Balanced and organized cash register by handling cash, counting change, and storing coupons.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.