Eliza Gonzalez
Willow Grove,PA
Summary
Determined Store Director with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success.
Overview
14
14
years of professional experience
Work History
Store Director/Disney 100 Exhibition/Franklin Institute/Academy of Natural Sciences
Event Network, LLC
03.2023 - Current
- Identify new ways to drive sales and achieve goals
- Ensure sales opportunities are maximized through the right product and communicates inventory opportunities to the corporate office
- Manage payroll and controllable profit within established guidelines
- Develop and maintain a strong alliance with all venue partners with a goal to maintain long term relationships
- Prioritize and execute short and long-term business goals in partnership with VP of Store Quality
- Lead the store team to achieve net income goals, sales goals, per caps and all operating and people objectives
- Recruitment, retention, supervision and development of a talented team
- Ensure that the highest level of guest service is provided
- Managed Disney 100 Exhibition store at the Franklin Institute with revenue of 2.5 million during a six month period
- There are two store locations managed by me the Franklin Institute and Academy of Natural Sciences along with any pop stores and exhibitions.
Legoland Admissions Supervisor
Plymouth Meeting
07.2022 - 09.2023
- Oversee the smooth operation of all departments including Admissions, Guest Experience, Food and Beverage, and Retail
- Lead and motivate staff to be 'guest obsessed' and provide exemplary customer service
- Uphold all health and safety policies and procedures and ensure all teams are compliant
- Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal way
- Drive commercial spends, admissions upsells, and customer service key performance indicators
- Efficiently respond to issues throughout the day by communicating between relevant departments
- Coordinate Training of Guest Experience Hosts
- Initiate and organize all Guest Experience Host training within the department and maintain adequate records
- Deliver LEGO brand training to staff
- Ensure the highest levels of ride safety and compliance by all operating staff
- Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed.
Assistant Store Director
Disney Exhibition
09.2022 - 08.2023
- Support company culture that shapes the ultimate Team Member and Guest experience
- Assists Store Director with the recruitment, retention, supervision and development of a talented team
- Perform day-to-day store operations
- Sales driven with a strong focus on guest service, visual merchandising, scheduling, and managing a team
- Ensure merchandise is set according to the presentation plan and analyze merchandising trends
- Ensure that the highest level of customer service is provided
- Hold self and others accountable to high performance standards while providing Guests with memorable experiences
- Recruitment, hiring, developing staffing for future growth
- Building teams to ensure as a team the best guest service experience is provided.
Patient Services Coordinator
Reproductive Medical Associates
08.2020 - 03.2023
- The Patient Services Coordinators will be responsible for greeting patients, activating patient files, and for providing support to patients and medical staff
- Positive work ethic and models the behaviors that generates high patient satisfaction ratings
- Empathy and compassion guiding patients through treatment
- Demonstrates effective verbal and written communication
- Adheres to standards of business conduct and compliance but can adapt to changing priorities and business needs
- Call center functions: answers phones, schedules appointments, takes messages and directs calls to the appropriate department
- Monitoring patient accounts by obtaining, recording, and updating personal, financial, and insurance information
- Reviews and verifies patient paperwork and places information in patient chart
- Call center goals of minimum of sixty calls per shift
- EMR, Navinet, Pear
Patient Finance Coordinator
Reproductive Medicine Associates
03.2020 - 03.2023
- Responsible for customer billing and related administrative tasks in support of accurate and timely collection of accounts receivable
- Reconciles patient records/charts with invoices, monitors charges, ensure accuracy and timely collections
- Checks open invoices of patients and updates with daily treatments, medications, etc
- Reconciles daily balances and communicates with clients
- Contacts clients to communicate invoice information, provide financial updates and collect payments
- Reports bad debt issues, bounced checks, incorrect auto-debit, collections, etc
- To all appropriate parties as directed
- Serves as financial contact to all stakeholders regarding billing and payments
- Partners with Clinicians to address client concerns regarding treatment billing
- May serve as a liaison to credit providers, and insurance agencies
- Contributes to routine financial reporting and audited as directed
- Heavy call center experience.
Key Holder
Squishable.com, Inc.
05.2022 - 01.2023
- Perform day-to-day store operations
- Sales driven with a strong focus on guest service, visual merchandising, scheduling, and managing a team
- Ensure merchandise is set according to the presentation plan and analyze merchandising trends
- Ensure that the highest level of customer service is provided
- Hold self and others accountable to high performance standards while providing Guests with memorable experiences.
Store Director
Museum of the American Revolution Event Network
10.2018 - 07.2020
- As Store Director, I lead a specific store, and build and retain a high performing and diverse workforce of Assistant Store Directors, Sales Leads and team members
- I am responsible for overall guest service and merchandise presentation
- I am also responsible for building, inspiring and leading the company's vision and strategy to the store team and the partner's management team in a manner consistent with Event Networks Core Values
- Directors Duties: Identify new ways to drive sales and achieve goals
- Ensure sales opportunities are maximized through the right product and communicates inventory opportunities to the corporate office
- Manage payroll and controllable profit within established guidelines
- Develop and maintain a strong alliance with all venue partners with a goal to maintain long term relationships
- Prioritize and execute short and long-term business goals in partnership with VP of Store Quality
- Lead the store team to achieve net income goals, sales goals, per caps and all operating and people objectives
- Recruitment and development of staff, holding job fairs, scouting talent
- Organization and management of school groups entering the gift shops
- Ecommerce assisting quest with online orders and phone orders
- Coordinating merchandise for the online store.
Head Cashier
Lowes Home Improvement
07.2015 - 08.2019
- Delivering a checkout experience that is quick, professional, and friendly
- Ensuring merchandise is accurately scanned and meets the needs of the customer
- Engaging in safe work practices and encouraging others to do the same
- As Head Cashier, provides supervision, coaching, and support to the Customer Service Associate -Front End Team
- Interviewing and supporting the Human Resources during job fairs.
Assistant Director
Event Network
06.2017 - 09.2018
- Support company culture that shapes the ultimate Team Member and Guest experience
- Assists Store Director with the recruitment, retention, supervision and development of a talented team
- Perform day-to-day store operations
- Sales driven with a strong focus on guest service, visual merchandising, scheduling, and managing a team
- Ensure merchandise is set according to the presentation plan and analyze merchandising trends
- Ensure that the highest level of customer service is provided
- Hold self and others accountable to high performance standards while providing Guests with memorable experiences
- Recruitment, hiring, developing staffing for future growth
- Crowd control assisting with school groups.
Merchandise Supervisor
Walt Disney World Animal Kingdom
04.2010 - 06.2015
- Providing world class guest service, making memories
- Ability to identify a guest needs and satisfy it and close the sale
- High volume cash handling and balancing
- Opening and closing of store
- Work with little or no supervision
- Stocking and inventory.
Education
High school diploma - General
Temple University
Philadelphia, PA10.2021
Skills
- Recruiting
- Operations management
- Guest services
- Retail management
- Cash handling
- Customer service
- Merchandising
- Profit & loss
- Payroll
- Team management
- Pricing
- Budgeting
- Payroll management
- Medical scheduling
- Patient monitoring
- Insurance verification
- Human resources
- Communication skills
- Talent management
- Telemarketing
- Sales
- Upselling
- Google Suite
- E-commerce
- Windows
- Typing
- Training & development
- Cash management
- Accounts receivable
- Hospitality
- Interviewing
- Staff Leadership
- Vendor Relationship Development
Assessments
- Retail customer service, Proficient, 01/01/22
- Teamwork: Interpersonal skills, Proficient, 12/01/21
- Supervisory skills: Motivating & assessing employees, Proficient, 10/01/21
- Management & leadership skills: Impact & influence, Proficient, 10/01/21
- Administrative assistant/receptionist, Completed, 10/01/21
Work Authorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Store Director/Disney 100 Exhibition/Franklin Institute/Academy of Natural Sciences
Event Network, LLC
03.2023 - Current
Assistant Store Director
Disney Exhibition
09.2022 - 08.2023
Legoland Admissions Supervisor
Plymouth Meeting
07.2022 - 09.2023
Key Holder
Squishable.com, Inc.
05.2022 - 01.2023
Patient Services Coordinator
Reproductive Medical Associates
08.2020 - 03.2023
Patient Finance Coordinator
Reproductive Medicine Associates
03.2020 - 03.2023
Store Director
Museum of the American Revolution Event Network
10.2018 - 07.2020
Assistant Director
Event Network
06.2017 - 09.2018
Head Cashier
Lowes Home Improvement
07.2015 - 08.2019
Merchandise Supervisor
Walt Disney World Animal Kingdom
04.2010 - 06.2015
High school diploma - General
Temple University
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