Summary

Overview

Work History

Education

Skills

Timeline

Diana Espinoza

Bethany

Summary

Dynamic Lead Assistant Manager with a proven track record at Big Lots, excelling in customer engagement and strategic planning. Spearheaded team development, achieving notable improvements in customer satisfaction and operational efficiency. Skilled in conflict resolution and multitasking, consistently exceeded performance targets through effective leadership and team motivation.

Experienced with team leadership, operational oversight, and strategic planning. Utilizes strong problem-solving skills to drive efficiency and productivity. Track record of successfully managing teams and adapting to changing demands.

Diligent Lead Assistant Manager with proven background in managing team operations and enhancing productivity. Successfully led initiatives to improve workflow and increase employee engagement. Demonstrated skills in team leadership and problem-solving.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

25

25

years of professional experience

Work History

Lead Assistant Manager

Big Lots

02.2000 - 02.2025

Built strong relationships with customers through positive attitude and attentive response.
Mentored and guided employees to foster proper completion of assigned duties.
Conducted regular performance reviews to identify areas for improvement as well as recognize top performers who consistently exceeded expectations.
Maintained open lines of communication between employees and management to address concerns proactively before they escalated into larger issues or impacted morale negatively.
Supervised day-to-day operations to meet performance, quality and service expectations.
Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Set aggressive targets for employees to drive company success and strengthen motivation.

Education

General Studies

OSU-OKC

900 North Portland Ave, OKC ,OK 73107

08-2003

Skills

Effective leadership
Customer engagement
Team management
Health and safety compliance
Promotional planning
Store housekeeping
Customer service
Problem-solving
Time management
Multitasking and organization
Team collaboration
Team leadership
Team motivation
Strategic thinking
Verbal and written communication
Scheduling and planning
Money handling
Decision-making
Workplace safety compliance

Customer relations
Staff training and development
Employee supervision
Team building
Coaching and mentoring
Conflict resolution
Goal setting
Strategic planning
Task delegation
Policy enforcement
Customer relationship management (CRM)
Customer service and satisfaction
Positive attitude
Teamwork
Attention to detail
Multitasking
Multitasking Abilities
Reliability
Excellent communication

Timeline

Lead Assistant Manager

Big Lots

02.2000 - 02.2025

General Studies

OSU-OKC