Donna Collazo
Lexington,KY
Summary
Dynamic Member Services Specialist with a proven track record at Sam's Club, excelling in customer engagement and account maintenance. Skilled in resolving discrepancies and promoting premium memberships, I leverage my analytical mindset and financial acumen to enhance customer satisfaction and drive sales growth. Committed to delivering exceptional service and building lasting relationships.
Overview
2020
2020
years of professional experience
Work History
Member Services Specialist
Sam's Club
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Promoted premium membership and store credit cards
- Processed credit card payments and applications
- Ran register and self checkout
Shift Leader
Schlotzky's
06.2019 - 11.2019
- Enforced company policies and regulations with employees.
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Completed cash and credit card transactions accurately using POS software.
- Supervised food presentation and plating to enhance visual appeal.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Controlled food costs and managed inventory.
- Directed food preparation and cooking activities to meet health and safety standards.
- Monitored food inventory and supplies to prevent waste.
- Served consistent portions following recipes and control standards.
Assistant General Manager
Brooklyn Pizza
05.2017 - 06.2019
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Managed team schedule with eye for coverage needs and individual strengths.
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Mentored and motivated team members to achieve challenging business goals.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Night Shift Manager
Dairy Queen
10.2017 - 07.2018
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Prepared materials for following shift.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Completed routine store inventories.
- Ran nightly reports closing out various accounts and detailing daily activities.
- Delegated tasks and oversaw performance to accomplish all required objectives.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Walked around facility frequently to check activities.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Oversaw restocking of supplies and other functions to prepare for daytime business.
Education
High School Diploma - General Studies
Scott County High School
Georgetown, KY05.1992
Skills
- CSR systems
- Analytical mindset
- Financial acumen
- Relationship building
- Product promotion
- Customer engagement
- Payment management
- Customer service representation
- Customer support services
- Account maintenance
Languages
Spanish
Professional Working
Timeline
Shift Leader
Schlotzky's
06.2019 - 11.2019
Night Shift Manager
Dairy Queen
10.2017 - 07.2018
Assistant General Manager
Brooklyn Pizza
05.2017 - 06.2019
Member Services Specialist
Sam's Club
High School Diploma - General Studies
Scott County High School