Evelyn Cruz
Sr. Manager
Altamonte Springs,FL
Summary
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
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Senior Manager
CubeSmart Self Storage
Altamonte Springs, FL
03.2018 - Current
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Produced staffing matrix to provide adequate coverage of department.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Examined quarterly financials to determine business operating capacity.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Modified inventory control programs to maintain and enhance annual business plan.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Analyzed revenue distribution, bank reconciliations and account analysis documents to execute month-end closing.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Managed projects and introduced new systems, tools, and processes to achieve challenging objectives.
Customer Service Area Supervisor
Kohl's
Altamonte Springs, FL
11.2017 - 03.2018
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Created customer support strategies to increase customer retention.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Researched and corrected customer concerns to promote company loyalty.
- Coached employees through day-to-day work and complex problems.
Store Manager
Rainbow Shops
Orlando, FL
04.2014 - 05.2016
- Supervised guests at front counter, answering questions regarding products.
- Approved regular payroll submissions for employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Rotated merchandise and displays to feature new products and promotions.
- Developed and implemented successful staff incentive programs to motivate employees.
- Assisted with hiring, training and mentoring new staff members.
- Trained new employees on proper protocols and customer service standards.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
General Manager/Field Trainer
CubeSmart Self Storage
Orlando, FL
09.2010 - 10.2013
- Provided coaching and mentoring to employees.
- Trained and mentor new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
High School Diploma -
New Bedford High School
New Bedford, MA 09.1986 - 06.1990
Skills
Troubleshooting and problem resolution
Property storage management
Logistics operations management
Budget administration
Strategic planning
Documentation and reporting
Business administration
Staff Management
Creative merchandising
Sales and marketing
Budgeting
Financial Management
Timeline
Senior Manager
CubeSmart Self Storage
03.2018 - Current
Customer Service Area Supervisor
Kohl's
11.2017 - 03.2018
Store Manager
Rainbow Shops
04.2014 - 05.2016
General Manager/Field Trainer
CubeSmart Self Storage
09.2010 - 10.2013
High School Diploma -
New Bedford High School
09.1986 - 06.1990