Crystal Cotoco Carrillo
Graniteville,SC
Summary
Results-oriented in Management with Leadership experience a track record of establishing effective communication systems and maximizing productivity. Skilled in staff training and development, operations management, and cross-functional team coordination. Successfully managed inventory control processes and developed comprehensive training programs resulting in higher performance levels. Strong leadership abilities, with experience managing teams of up to 300 employees while ensuring quality customer service and efficiency in daily operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager
McDonald's
Charlottesville, VA
02.2009 - Current
- Established effective communication systems between staff members, customers, and vendors for improved workflow
- Developed strategies to maximize productivity and minimize costs, resulting in increased profitability and cost savings
- Managed inventory control processes including ordering supplies, tracking stock levels
- Developed comprehensive training programs for new employees that resulted in higher performance levels
- Created detailed reports outlining departmental goals, objectives, progress updates, and results achieved
- Successfully managed a team of up to 15 employees while ensuring quality customer service and efficiency in daily operations
Front End Access
Kroger
Charlottesville, VA
08.2024 - 10.2024
- Monitored cash flow management activities to ensure accuracy and accountability
- Provided excellent customer service by greeting customers, answering questions and resolving issues promptly
- Successfully operated front end equipment and provided customer service to over 500 customers daily
- Maintained accurate records of transactions and money handled during shifts
- Performed opening and closing procedures such as counting the cash drawer, verifying deposits, balancing the register
Branch Manager
Smith Personnel Staffing
Charlotte, NC
10.2021 - 10.2023
- Directed daily branch operations, leading the team to exceed monthly sales goals
- Maintained high level of employee morale to minimize turnover and maximize customer satisfaction
- Managed day-to-day communication between the branch and corporate headquarters
- Managed organizational and documentation compliance procedures within branch
- Prepared monthly reports outlining branch performance metrics such as sales volume, profitability, customer satisfaction scores
- Conducted regular audits of branch activities to ensure accuracy in all areas of operation
- Recruited, trained and supervised a team of 10+ employees, resulting in improved employee morale and productivity
Bilingual Administrative Assistant
Butler and Quinn Law Firm
Charlotte, NC
02.2017 - 09.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Established administrative work procedures to track staff's daily tasks.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
Bilingual Customer Service Representative
NACA
Charlotte, NC
03.2015 - 01.2017
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
Education
High School Diploma -
Milby High School
Houston, Texas06.1997
Skills
- Staff training and development
- Operations management
- Cross-functional team coordination
- Organizational development
- Sales management
- Customer service
- Team leadership
- Decision-making
Certification
Servsafe
Languages
Spanish
Professional Working
Timeline
Front End Access
Kroger
08.2024 - 10.2024
Branch Manager
Smith Personnel Staffing
10.2021 - 10.2023
Bilingual Administrative Assistant
Butler and Quinn Law Firm
02.2017 - 09.2020
Bilingual Customer Service Representative
NACA
03.2015 - 01.2017
Manager
McDonald's
02.2009 - Current
High School Diploma -
Milby High School