Summary
Overview
Work History
Education
Skills
Timeline
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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

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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

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Evelyn CruzSr. Manager