Felicia Pena
San Antonio,TX
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
19
19
years of professional experience
Work History
Assistant Store Manager
Timewise Food Store
San Antonio , TX
2016.01 - 2019.03
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
- Rotated merchandise and displays to feature new products and promotions.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Analyzed and interpreted store trends to facilitate planning.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Approved regular payroll submissions for employees.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Manager
Corner Store Valero
San Antonio , TX
2006.03 - 2016.10
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Directed staff and managed annual capital budget.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Accomplished multiple tasks within established timeframes.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Cross-trained existing employees to maximize team agility and performance.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Maximized performance by monitoring daily activities and mentoring team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Recorded inventory sales into organization's weekly income report.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Developed and maintained relationships with customers and suppliers through account development.
- Evaluated report data to proactively adjust and enhance operations.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Onboarded new employees with training and new hire documentation.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Conducted monthly inventories of raw materials and components on work floor.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Approved regular payroll submissions for employees.
Bank Teller
Woodforest Bank
San Antonio , TX
2005.04 - 2006.04
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Counted and packaged currency and coins.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- Audited fellow teller currency to contribute to dual-control procedures.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Assisted customers with compromised debit cards and issued new credentials.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Placed orders for customer checks and verified starting numbers.
- Sold and cross-sold bank products to new and existing customers.
- Provided customer records, account statements and copies of checks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Stocked supplies for customers and personal teller station.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Reconciled cash drawer and resolved discrepancies.
Cashier Trainer
HEB Grocery Store
Boerne , TX
2001.10 - 2005.04
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
- Supervised new and existing cashiers by verifying accuracy of prices and customers charges.
- Helped customers complete purchases, locate items and join reward programs.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Maintained knowledge of current promotions, policies and security practices regarding payment and exchanges.
- Preserved orderly checkout areas by carrying out general cleaning and organizational duties such as emptying trash cans, sanitizing conveyor belts and removing empty shopping baskets.
- Operated POS system to complete cash, credit and check transactions.
- Established or identified prices of goods and tabulated bills with cash registers or optical price scanners.
- Managed break board to keep track of breaks for cashiers and front-end employees.
- Created positive shopping atmosphere by greeting customers, answering questions and directing customers to products.
- Completed opening and closing procedures by disarming alarms, turning electronic systems on or off and straightening out check-out shelves.
- Received and processed customer payments.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Reviewed and resolved differences between accounting information and cash drawer.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Evaluated professionalism of checkouts and kept team members on top of cleaning tasks.
- Increased customer loyalty and retention.
- Restocked and organized merchandise in front lanes.
- Oversaw group of 15 cashiers and service staff, supervising performance, correcting problems and boosting efficiency to optimize team operations and dynamics.
- Developed standard operating procedures.
- Educated employees on register use, merchandising and customer service.
- Helped management develop employee improvement plans to motivate team members to higher levels of performance, skill and efficiency.
- Processed checks, cash and credit purchases or refunds.
- Built effective training and coaching strategies to optimize team performance.
- Developed and implemented promotional strategies targeting overstocked, high-profit or nearly expired merchandise to move items and boost revenue.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Displayed new stock and rotated existing products.
- Maintained stock within optimal levels to meet expected customer and sales levels.
- Assisted customers by answering questions and fulfilling requests.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Delivered backup coverage to provide customers with optimal support.
- Analyzed purchases for signs of fraud.
- Directed team of 15 cashiers to maximize performance and deliver exceptional service to every customer.
- Cross- trained in many departments including pharmacy, general merchandise, cosmetics, gas station attendant, seafood department, deli department, cashier, overnight stocker, and bagging.
Waitress Overnight
Dennys Resturant
Boerne , TX
2004.10 - 2005.01
- Participated in dining room sidework such as refilling condiment bottles, preparing menus and arranging silverware packages.
- Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions.
- Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Completed credit payments via card processing systems.
- Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
- Operated POS systems to cash out customer checks and complete order transactions.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Cultivated warm relationships with regular customers.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Increased sales significantly by upselling higher-end products to customers.
Education
Associate of Applied Science - Sales, Merchandising, And Marketing
International Academy of Design And Technology
San Antonio, TX07.2012
High School Diploma -
Boerne High School
Boerne, TX05.2004
Skills
- Team Leadership
- Problem Anticipation and Resolution
- Decision Making
- Training Management
Timeline
Assistant Store Manager
Timewise Food Store
2016.01 - 2019.03
Manager
Corner Store Valero
2006.03 - 2016.10
Bank Teller
Woodforest Bank
2005.04 - 2006.04
Waitress Overnight
Dennys Resturant
2004.10 - 2005.01
Cashier Trainer
HEB Grocery Store
2001.10 - 2005.04
Associate of Applied Science - Sales, Merchandising, And Marketing
International Academy of Design And Technology
High School Diploma -
Boerne High School