Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Erika Gutierrez

San Antonio,TX

Summary

Accomplished Lead Specialist at HEB Grocery Store, I enhanced team productivity and customer satisfaction through operations management and excellent communication. Skilled in talent management and employee relations, I developed training programs and streamlined processes, significantly raising performance metrics. My leadership ensured projects were completed on time, within budget, and above quality standards. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

16
16
years of professional experience

Work History

Lead Specialist

HEB Grocery Store
08.2023 - Current
  • Managed high-profile projects, ensuring timely completion within budget constraints while maintaining quality standards.
  • Enhanced team productivity by implementing efficient work processes and streamlining operations.
  • Developed strong client relationships through consistent communication, understanding their needs, and delivering tailored solutions.
  • Developed comprehensive training programs for new hires, contributing to their rapid acclimation into the organization''s culture and procedures.
  • Increased customer satisfaction levels by addressing concerns promptly, providing thorough resolutions, and maintaining open lines of communication.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Business Center Representative

HEB Grocery Store
08.2011 - Current
  • Enhanced customer satisfaction by providing professional and timely assistance with business center services.
  • Delivered exceptional customer service by addressing client inquiries promptly and accurately.
  • Trained new employees on business center procedures and best practices, fostering a knowledgeable workforce capable of delivering excellent service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Sought ways to improve processes and services provided.
  • Implemented effective billing processes, ensuring timely payments from clients while maintaining positive relationships.
  • Answered phone calls to handle customer concerns and complaints.
  • Proactively offered additional services based on client requirements, leading to an increase in upselling opportunities.
  • Troubleshot technical issues for clients, quickly resolving problems and minimizing downtime.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Trained staff on operating procedures and company services.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.

Store Manager's Assistant

Chick Fill A
06.2008 - 09.2011
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

Education

High School Diploma -

Victory Learning Center
660 Sw Military Dr
09.2000

Skills

  • Operations Management
  • Ethics and integrity
  • Employee Relations
  • Talent management
  • Excellent Communication
  • Team Leadership

Languages

Spanish
Full Professional

Timeline

Lead Specialist

HEB Grocery Store
08.2023 - Current

Business Center Representative

HEB Grocery Store
08.2011 - Current

Store Manager's Assistant

Chick Fill A
06.2008 - 09.2011

High School Diploma -

Victory Learning Center

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Erika Gutierrez