GAIL ESPINAL-DEPAULA
Allentown,PA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
1
1
Certification
Work History
POSITION MANAGER
COOPERATIVA SAN JOSE, INC.
05.2004 - 04.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved safety procedures to create safe working conditions for workers.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development
JEWELRY AND COSMETICS DEPARTMENT
Boscov's
10.2008 - 02.2009
- Managed transactions at cash register with accuracy and efficiency.
- Assisted customers with product and services selection and information.
- Acted as brand ambassador to drive pleasant shopping experiences.
- Participated in and completed product knowledge training.
- Maintained store organization, visual display and store sets.
- Maintained accurate inventory and sales records for department.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Trained team members in successful strategies to meet operational and sales targets.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
ASSISTANT MANAGER
COOPERATIVA SAN JOSE, INC.
09.2000 - 05.2004
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Reviewed documentation and identified financial discrepancies where applicable.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Supported operations management, sales, and marketing efforts to increase revenue and overall financial health.
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
RECEPTIONIST ASSISTANT
COOPERATIVA SAN JOSE, INC.
07.2000 - 09.2000
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered central telephone system and directed calls accordingly.
- Organized electronic and hard copy filing systems for easy retrieval of documents and information.
- Resolved customer problems and complaints.
- Maintained order and cleanliness of reception area for professional and inviting atmosphere.
- Prepared, collected and distributed outgoing and incoming mail and packages.
- Greeted numerous visitors, vendors and interview candidates.
- Managed multi-line telephone system and greeted claimants during office visits.
- Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Compiled information from files and research to satisfy information requests.
Security Supervisor
ATLANTIC SECURITY
06.1999 - 12.1999
- Recorded incident reports with detailed accounts of occurrences.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Conducted regular patrols of facility to detect and deter security threats.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Monitored and approved access control systems for accessibility to authorized personnel.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Collaborated with management to develop security policies and procedures.
- Developed and implemented strategies to prevent and respond to security incidents.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Responded swiftly to security incidents and effectively resolved security issues.
- Kept team compliant with security protocols and appearance standards.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Supervised team of 6 security personnel during shift.
- Developed and maintained emergency response plans to promote fast and effective action during crises.
- Collaborated with senior management to develop and implement strategies to mitigate security risks.
- Analyzed security threats and risks and developed mitigation strategies to reduce potential losses.
Education
No Degree - Architectural And Building Sciences
PONTIFICIA UNIVERSIDAD MADRE Y MAESTRA PUCMM
SANTIAGO, DOMINICAN REPUBLIC Skills
- Project Management
- Verbal and Written Communication
- Staff Management
- Team Leadership
- Customer Relationship Management
- Time Management
- Managing Employee Relations
- Coaching and Mentoring
- Employee Training
- Social Media Platforms
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
CERTIFICATIONS:
Operating System August 10, 1996,
Taught by: Prof. Paula Bisonó San José de las Matas, Santiago, D.R.
Regional Center for Studies and Services
(CRECER)
Word Perfect 5.1 November 28, 1996
Taught by: Prof. Paula Bisonó San José de las Matas, Santiago, D.R.
Regional Center for Studies and Services
(CRECER)
Diploma September 20 , 1997
San José de las Matas Children's and Youth Painting Workshop, Santiago, D.R.
Presidency of the Dominican Republic
Presidential Council on Culture
Receptionist Strengthen Image June 10, 2000
Santiago, R.D.
Taught by Instructor Virginia Mena
Santiago Chamber of Commerce and Production
Analysis and Interpretation of Financial Statements July 6, 2001
Taught by Instructor Joaquín Hernández San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Knowledge of the Cooperative Movement J uly 25, 2001
Taught by: Juan Carlos Jáquez San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Customer Service at Fairs September 4 and 6, 2001
Taught by Instructor Martha Curiel Santiago, R.D.
Santiago Chamber of Commerce and Production
Professional Ethics September 30, 2001
Taught by: Virginia Mena Santiago, R.D.
Cooperativa San Jose, Inc.
Orthography of the Spanish Language February 9 and 10, 2002
Taught by: Prof. Santiago Cabanes San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Financial Analysis September 20-22, 2002
Taught by: Instructor Joaquín Hernández Puerto Plata, D.R.
Cooperativa San Jose, Inc.
Customer Service Seminar September 28, 2002
Taught by: Benjamín Morales San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Fire Control & Fighting November 8, 2003
Taught by: Eng. Francis Peña San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Public Speaking and Stage Proficiency for Professional Success November 30, 2003
Taught by Instructor Juan Cruz M.A. San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Fundamentals of Supervision
Taught by: INFOTEP
June 25, 2007
Cooperativa San Jose, Inc.
Administrative Management Process
July 25, 2007
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Preparation of Technical Documents
August 22, 2007
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Training Techniques
September 12, 2007
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Personal Development in the Company
October 2, 2007
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Study of Time
October 25, 2007
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Leadership
February 28, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Modern Management Techniques
March 4, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Quality & Productivity
March 12, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Emotional Intelligence
March 29, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Occupational Health and Safety
April 16, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Method Improvement
April 30, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Coaching Techniques
May 7, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Total Productive Maintenance
June 11, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Protection and Conservation of the Environment
June 18, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
The Five S's and Their Application in Companies
July 2, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Just-in-Time Strategy
July 9, 2008
Taught by: INFOTEP
Cooperativa San Jose, Inc.
Family Budget September 11, 2010
Taught by: Instructor Tania Taveras San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Basic Makeup Basics November 3, 2010
Taught by: Sonia Santos San José de las Matas, Santiago, D.R.
Strategic alliance between the Foundation
San José para el Desarrollo, Inc. / INFOTEP
Cooperativa San Jose, Inc.
Plan for the Cooperative Decade to 2020 January 24 and 25, 2014
Taught by: Alberto Mora Portuguez San José de las Matas, Santiago, D.R.
Cooperativa San Jose, Inc.
Cooperatives of the Americas
Alliance Region
International Cooperative
Virtual Workshop on Prevention and Control Money Laundering and Terrorist Financing December 2, 2020 Santo Domingo, Dominican Republic
Taught by: Claudio Rodríguez
Cooperativa San Jose, Inc.
Timeline
JEWELRY AND COSMETICS DEPARTMENT
Boscov's
10.2008 - 02.2009
POSITION MANAGER
COOPERATIVA SAN JOSE, INC.
05.2004 - 04.2021
ASSISTANT MANAGER
COOPERATIVA SAN JOSE, INC.
09.2000 - 05.2004
RECEPTIONIST ASSISTANT
COOPERATIVA SAN JOSE, INC.
07.2000 - 09.2000
Security Supervisor
ATLANTIC SECURITY
06.1999 - 12.1999
No Degree - Architectural And Building Sciences
PONTIFICIA UNIVERSIDAD MADRE Y MAESTRA PUCMM
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