SAUL DE LA ROSA
Woodbridge,VA
Summary
Manager with 23 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in fast passed environments. Meticulous leader and strategic planner with comprehensive managerial acumen. Driven organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Outstanding abilities in assisting customers with various inquiries and tasks. Experienced leading a team of diverse members by setting elevated expectations and deep commitment to organizational development. Driven to locate top talent through consistent prospecting and interviewing, training, and mentoring generating valuable leads.
Overview
18
18
years of professional experience
Work History
Customer Service Center Assistant Manager
Department Of Motor Vehicles
07.2021 - Current
- Helped large volume of customers every day with cheerful outlook and focus on customer satisfaction
- As result of helpful and friendly service, achieved 26% improvement in customer satisfaction surveys
- Managed Q-Flow reducing customer waiting times by 60%
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture
- Resolve concerns while ensuring policy and procedures
- Monitor metrics and develop actionable insights to improve efficiency and performance
- Review applications and resumes to support hiring activities
- Perform recruiting, interviewing, and hiring
- Adhered to federal and state guidelines and managed payroll
- Coordinating meeting and event logistics.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Prepared variety of different written communications, reports and documents
- Actively listened to customers, handled concerns quickly and resolved it.
- Resolved problems, improved operations and provided exceptional service.
Store Director
SAFEWAY Alexandria
10.2015 - 05.2021
- Oversees team of 140 staff, directing all customer-facing and back-of-house operations
- Drove efficiency, financial transparency, employee development, and continuous growth
- Tracks, analyzes, and forecasts store performance, leveraging data to guide decision- making and increase profitability
- This includes improving sales, food safety standards, and accounting/security compliance
- Amplifies impact of seasonal and special promotions through engaging displays and attentive stock management, delivering differentiated experience that maximizes customer loyalty
- Fosters team cohesion by working with union representatives and staff members to ensure low turnover, appropriate training, and high morale
- Boosted customer satisfaction (CSAT) scores from 2.1 to 4.7 by leading change in customer service, checkout speed, produce quality, and problem resolution
- Developed and promoted 6 team members to department manager positions
- In addition, coached and mentored 2 assistant managers, preparing them for store manager roles
- Elevated safety standards through improved store planning, employee training, and equipment security, resulting in 95% decrease ($120K annually) in workers' compensation costs
- Reduced cash handling shrinks by 75%, keeping cash operations training up to date and promoting culture of accountability
- Re-trained customer service and cash register staff, cutting wait times and driving 7.5% swing in transaction count (-4.6% to 2.9%) from previous year
- Decreased shrink for perishable stock by 14% and non-perishable stock by 38%, increased sales by 12% over previous year (15% above projections), and skyrocketed earnings before interest, tax, depreciation, and amortization (EBITDA) by 35%
- Prioritized analysis of key performance indicators (KPIs), reversing store's historically deficient performance and advancing ranking from number 19 (lowest in cohort) to top 6.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Oversaw staffing and training, safety compliance, inventory control and financial functions.
- Prepared annual budgets with controls to prevent overages.
Role Model Store Manager Trainer
DOLLAR TREE
01.2014 - 10.2015
- As Certified Role Model Store Manager Trainer for Northern District, supervising 22 employees, including 3 assistant managers, 1 shift supervisor, and 18 team members
- Performed all Human Resources (HR) duties, including strategic hiring and talent management
- Guided staff through challenges and delivered disciplinary actions as needed, promoting high standards of customer service and satisfaction
- Analyzed P&L/financial statements and aligned daily expenses with forecasted sales
- Trained 6 store managers and 10 assistant managers during tenure, developing leaders who were devoted to exceptional team and organizational performance
- Achieved 5% growth in overall revenue, hitting 3 out of 4 quarterly sales targets; exceeded EBITDA targets by 6%; and reduced backroom inventory by 90%.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Improved operations through consistent hard work and dedication.
Assistant Manager
WALMART
06.2012 - 11.2013
- As part of opening team for first Walmart in San Juan, PR; hired, trained, and instructed staff
- Oversaw 70-member team (95% new hires), including multiple supervisors
- Directed all aspects of operations for 5 departments, effectively coordinating and prioritizing work
- Managed stock inventory, leveraging demand projection to ensure initiative-taking stock management and reducing out of stock rate by 90%
- Produced daily, weekly, monthly, and quarterly performance analyses on business trends and KPIs, providing strategic operational insights that drove business success
- Implemented sustainability and waste reduction programs, resulting in food donations to local charities and overall reduction of store's environmental impact
- Guided staff on organizational culture, emphasizing importance of customer experience and recognizing individual contributions
- Achieved 95% employee retention rate for new hires
- Drove operational improvements, cutting inventory unloading time from 3.5 to 2.5hours and reducing out of stock products by 90%.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Created employee schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Monitored security to protect employees, customers and property.
Assistant Store Manager
WALGREENS
10.2005 - 05.2012
- Managed 60 employees and 4 department managers, overseeing all HR functions, including staff training and development
- As result of helpful and friendly service, achieved 11% improvement in customer satisfaction surveys
- Supervised merchandising and inventory operations
- Reorganized physical storage and implemented new sorting processes, cutting time spent on inventory operations by 30%
- Bookkeeping, payroll and Accounts Receivable and Payable.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Reviewed sales and gross profit report to assess company efficiency.
Education
BBA - Business Administration
Universidad Autónoma Del Caribe
Barranquilla05.2000
Skills
- Human Resources, Staff Training and Mentoring
- Proficient in Microsoft Office
- Customer Service
- Payroll
- Policies and Procedures
- Performance Management
- Transaction Processing
- Monitoring and Auditing
- Special Projects
- Payment Plan Processing
- Tax Code Interpretation
- Motor Fuel Tax Laws
- Basic Accounting Principles
- Account Discrepancies
- Providing Guidance
- Written Communication
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Center Assistant Manager
Department Of Motor Vehicles
07.2021 - Current
Store Director
SAFEWAY Alexandria
10.2015 - 05.2021
Role Model Store Manager Trainer
DOLLAR TREE
01.2014 - 10.2015
Assistant Manager
WALMART
06.2012 - 11.2013
Assistant Store Manager
WALGREENS
10.2005 - 05.2012
BBA - Business Administration
Universidad Autónoma Del Caribe
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