Gina Cormier
Sebring,FL
Summary
Dynamic leader with a proven track record in small business operations and customer relations, honed as Owner at Gio Frio Authentic Italian Ice. Excelled in business development and client service, driving performance improvement through strategic planning and relationship building. Skilled in project management and verbal communication, achieving significant customer satisfaction and financial growth.
Positive, driven individual with knack for creative problem-solving and strong interpersonal skills. Possesses solid understanding of business operations and financial management, coupled with proficiency in customer relationship building and market analysis. Dedicated to driving growth and fostering collaborative team environment to achieve business goals.
Overview
16
16
years of professional experience
Work History
Owner
Gio Frio Authentic Italian Ice
04.2023 - Current
- Developed financial forecasts for informed strategic planning.
- Monitored cash flow for sustainable operational practices.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Generated revenues yearly and effectively capitalized on industry growth.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Elevated brand awareness with targeted marketing campaigns, leveraging social media and digital platforms.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Enhanced company's market position by identifying and pursuing new business opportunities.
- Led negotiations for major contracts, securing favorable terms that significantly reduced costs.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Improved team productivity by introducing innovative project management tools and techniques.
Customer Service Representative
Cormier Insurance Group
07.2015 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
Shift Manager
Aldi Grocery
03.2012 - 06.2015
- Scheduled staff shifts to maintain optimal coverage during peak hours.
- Led team to achieve high levels of employee morale by fostering positive work environment.
- Conducted safety inspections to ensure compliance with health regulations.
- Implemented customer feedback initiatives for improved service quality.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
- Implemented process improvements that streamlined daily operations, enhancing overall efficiency within the shift.
- Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.
- Coordinated staff training programs to improve service quality, enhancing overall customer experience.
- Facilitated team-oriented atmosphere, encouraging collaboration and mutual support among staff members.
- Conducted regular staff meetings to communicate targets and operational updates, keeping team well-informed and aligned.
- Improved operational efficiency by adopting new technologies for order processing and inventory management.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing measures.
- Monitored and analyzed sales data to identify trends and adjust strategies accordingly, staying ahead of market demands.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
- Enhanced team performance with motivational strategies, leading to more cohesive and productive workforce.
- Ensured smooth operation of shifts by effectively managing staff schedules, leading to enhanced team productivity.
- Optimized shift operations to meet and exceed sales targets without compromising on service quality.
- Streamlined inventory management processes, reducing waste and optimizing stock levels.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Cultivated professional working relationships with peers and supervisors.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Troubleshot equipment to reduce service calls and downtime.
- Oversaw loading and unloading of packages in warehouse.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
Staff Assistant
Department of Environmental Protection
03.2009 - 05.2011
- Supported daily operations with efficient task management, contributing to overall office productivity and organization.
- Established strong working relationships with coworkers through excellent communication skills which led to improved teamwork capabilities.
- Maintained accurate record-keeping systems to ensure easy access to vital information for staff members.
- Maintained professional front desk, handled incoming calls and delivered exceptional service to every guest.
- Served as a liaison between departments, facilitating effective collaboration on projects and initiatives.
- Managed extensive calendar scheduling for department leaders, ensuring timely attendance to important engagements.
- Organized travel arrangements for staff members, ensuring smooth transitions during business trips.
- Boosted productivity by keeping office records current, well-organized and efficiently accessible for various needs.
- Handled incoming phone calls professionally, directing callers to appropriate parties or addressing their inquiries directly when possible.
- Prepared professional correspondence on behalf of supervisors, maintaining clear communication with external stakeholders.
- Processed expense reports accurately and promptly, enabling swift reimbursement for staff members.
- Utilized advanced software programs to manage data entry tasks, improving accuracy and reducing manual workload hours spent on repetitive tasks.
- Participated in special projects as assigned by supervisors, demonstrating adaptability and versatility in diverse tasks.
- Improved office efficiency by streamlining administrative processes and implementing organizational systems.
- Conducted research on various topics as needed, providing valuable information for decision-making processes.
- Coordinated office events and meetings, fostering a positive work environment and team collaboration.
- Created visually appealing presentations for department meetings, effectively conveying critical information to attendees.
- Provided exceptional customer service to both internal and external clients while resolving any issues promptly and efficiently.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Performed wide-ranging administrative, financial and service-related functions.
- Volunteered to help with special projects of varying degrees of complexity.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Completed daily logs for management review.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer service success rates by quickly resolving issues.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Education
No Degree - Marine Biology
Florida Gulf Coast University
Fort MyersHigh School Diploma -
Sebring High School
Sebring, FL Skills
- Customer relations
- Small business operations
- Relationship building
- Verbal and written communication
- Client service
- Customer service
- Attention to detail
- Driven and determined
- Work Planning and Prioritization
- Business planning
- Performance improvement
- Project management
- Business development
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved increase in sales by completing harboring customer relationships with efficiency and care.
- Achieved streamlined inventory tracking by introducing square software for everyday ordering, check out and flavor output tracking.
Timeline
Owner
Gio Frio Authentic Italian Ice
04.2023 - Current
Customer Service Representative
Cormier Insurance Group
07.2015 - 08.2024
Shift Manager
Aldi Grocery
03.2012 - 06.2015
Staff Assistant
Department of Environmental Protection
03.2009 - 05.2011
No Degree - Marine Biology
Florida Gulf Coast University
High School Diploma -
Sebring High School
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