Darlene Spanomanolis
Baltimore,MD
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
28
28
years of professional experience
Work History
Business Owner
Heaven Scent Cleaning & Landscaping
Baltimore, MD
02.2002 - Current
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Maintained functional and neat building areas to meet all business needs and deliver professional appeal to customers.
- Created and implemented marketing and advertising strategies for strategic growth and to support company's revenue goals.
- Recruited and trained associates and agents during 18 year of business.
- Set, updated and enforced policies to maintain consistency and quality at all levels.
- Resolved issues quickly through meticulous research and quick decision making.
- Owned and managed daily operations of both business, including supervising employees and providing onsite training and continuing education to staff.
- Maintained up-to-date knowledge of all statutory requirements and regulations.
- Developed favorable relationships with vendors and contractors, facilitating contract negotiation and implementation of marketing and sales strategies.
- Created schedules and managed employees to achieve ongoing standards of our Company. Also, successfully dealt with any challenges from both employees and clients.
- Managed financial functions such as operations budgeting, accounts payable and accounts receivable, and payroll.
Front End Supervisor
Costco
Glen Burnie, Maryland
02.2024 - 01.2026
- Ensured friendly greetings for all members while addressing concerns promptly.
- Supervised front-end operations to facilitate seamless member service interactions.
- Collaborated with management to enhance front-end workflow process
- Supported front-end promotional drives by ensuring the right people were being placed on the job. Proper training was provided, and follow-up with employees on their performance was conducted.
- Maintained cleanliness and organization of front-end area to create a welcoming environment.
- Trained new employees on member service techniques and store policies.
- Answered phones, responded to member inquiries, and transferred calls appropriately.
- Provided administrative support during high-volume periods, assisting coworkers with additional tasks.
- Delegated duties, breaks, and lunches based on shift requirements, as well as individual employee needs, and strengths.
- Did reviews, employee appreciations, and coaching when needed.
- Followed front-end procedures for opening and closing shifts, EDP, MPU, and cigarette sales.
Membership Manager
Costco
Owings Mills, MD
02.2023 - 02.2024
- Developed and executed strategies to increase membership and achieve benchmarks. Including weekly sit-downs with membership clerks and a supervisor. Going over their strengths and weaknesses, and coming up with a game plan to meet Membership Benchmark expectations.
- Established and nurtured relationships with my management team, employees, vendors, and sponsors. To ensure ongoing growth for my department, the people within it, and myself.
- Coordinated special event tables, creating schedules and engaging themes for employee participation.
- Trained employees on programs to enhance success rates across initiatives.
- Maintained professionalism during stressful situations, ensuring swift member assistance. Dealing with member concerns by investigating, listening, and coming up with the best solution for all involved.
- Provided leadership mentorship on company policies, fostering career growth at Costco.
- Conducted weekly, monthly, and annual performance reviews, delivering constructive feedback, appreciation, coaching, or write-ups as needed.
- Oversaw programs such as Fax & Pull, CMN, Health and Wellness Challenge, Reading Programs, Donations, and Book Bags for children.
- Kept kiosks up to date and clean. Ensured that all sales brochures were in stock and within expiration dates.
- Made sure Membership remained stocked with printer ribbon, membership cards, sale brochures, triple play bags, and any promotional items needed behind the desk. Keeping within budget.
- Scheduled membership employees to keep membership clean and orderly. Ensured that all safety protocols were implemented.
- Ensured that refunds were correctly handled, and that supervisors were conducting timely audits.
- Handled and corrected any membership or refund sales audits. Any concerns were addressed immediately with employees, or members.
- Oversaw scheduling according to seniority, promotional events, winter leave, vacations, and any needs of the business. Including the cutting of hours when needed.
Assistant Front End Manager
Costco
Owings Mills, MD
09.2022 - 02.2023
- Fostered welcoming atmosphere for customers and encouraged employees to replicate experience.
- Resolved customer and employee concerns through thorough investigation and effective and fair communication.
- Provided prompt, courteous service to high volumes of members while adapting to business changes.
- Promoted front-end initiatives, including E-Blocks, upgrades, stamp sales, and productivity improvement. By training, coaching, and recognizing great results.
- Conducted employee performance evaluations, addressing strengths and areas for improvement.
- Encouraged career growth through training and mentorship opportunities for employees.
- Helped in the hiring process of new employees. Calling and setting up interviews, sitting in on interviews, taking notes during interviews, and giving opinions on hiring prospects.
- Collaborated with the front-end manager to address behavioral concerns with employees and implement corrective actions, such as write-ups or termination of employment.
- Ensured cleanliness and compliance with safety standards across the front end and the entire store. Including fresh walks and closing down departments at night.
- Maintained front-end managers' expectations and directions in their absence
Front End Supervisor
Costco
Owings Mills, MD
03.2021 - 09.2022
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Managed opening and closing procedures by reconciling sales records and cash transactions with MIMO.
- Promoted store loyalty program to increase customer engagement and drive consistent sales.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
Member Service Representative
Costco
Owings Mills, MD
01.2021 - 03.2021
- Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
- Managed administrative requirements to keep records up to date and complete timely forms for customer needs.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Assisted in maintaining accurate records by verifying and updating member account information.
- Offered exceptional customer service to differentiate and promote company brand.
- Boosted revenue by listening to customer needs and proposing Upgrades to our Executive Membership, Citi Visa Card and the ease of renewing membership through Automatic renewals on their Visa Card.
Morning Merchandiser
Costco
Owings Mills, MD
09.2018 - 12.2020
- Created retail displays to highlight particular products and drive sales according to corporate strategy.
- Promoted new product releases and limited edition items to drive sales.
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Manager
Zales Jewelers
Annapolis, MD
04.1998 - 01.2002
- Managed visual displays for Jewerly company to drive exposure and increase revenue.
- Created retail displays to highlight particular products and drive sales according to corporate strategy.
- Updated seasonal displays such as windows and mannequins to highlight current product lines.
- Monitored and reordered inventory items to fulfill displays and executed design changes to align with available inventory.
- Supervised up to 10 employees on merchandising team.
- Recognized by management for providing exceptional customer service.
- Improved customer satisfaction by finding creative solutions to problems.
- Led employee performance reviews and discussed improvement strategies with each team member.
- Managed day-to-day operations, including supervision and assignment delegation for a 10-member team.
- Analyzed employee workloads to meet seasonal fluctuation needs.
- Consistently met financial targets with close monitoring of expenses, labor hours and supply use.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Created schedules to keep every shift well-staffed during regular business days, holidays and busy periods.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
Sales Associate
Zales
Annapolis, MD
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer services.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Increased purchase amounts by cross-selling with similar products.
- Answered incoming telephone calls to provide store, products and services information.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
Membership Clerk
Costco
Glen Burnie, Maryland
01.2026 - Current
- Advise members on the benefits of our memberships. Including the benefits of our Executive Membership, Citi Visa Card, and auto-renew.
- Exceeded benchmark requirements for Pd 6 with the following.
- Extend help to my fellow teammates so that they can achieve their benchmarks, ensuring that Membership, in itself, will achieve its goals.
- Ensure that procedures for signing up members and returning merchandise are being followed correctly. Watch for fraud and gather all information on any issue before handing it over to a manager. Problem solving as much as possible before calling for Management or Supervisor
- Keep the department clean and orderly. Letting management know when we are running low on supplies.
Education
GED -
Brooklyn Park High School
Baltimore, MD03.1989
Skills
- Retail sales campaigns
- Product expertise
- Corporate visual objectives
- Planning and coordination
- Customer relations
- Membership renewals
- Customer support
- Member relations
- First Aid/CPR
- In depth knowledge of memberships and benefits of our Citi Visa card
- Shift checklists
- Opening and closing procedures
- Cash transactions
- Customer outreach
- Listening skills
- Administrative skills
- Employee training
Timeline
Membership Clerk
Costco
01.2026 - Current
Front End Supervisor
Costco
02.2024 - 01.2026
Membership Manager
Costco
02.2023 - 02.2024
Assistant Front End Manager
Costco
09.2022 - 02.2023
Front End Supervisor
Costco
03.2021 - 09.2022
Member Service Representative
Costco
01.2021 - 03.2021
Morning Merchandiser
Costco
09.2018 - 12.2020
Business Owner
Heaven Scent Cleaning & Landscaping
02.2002 - Current
Manager
Zales Jewelers
04.1998 - 01.2002
Sales Associate
Zales
GED -
Brooklyn Park High School