GLORIA N. VELJANOVICH
Sugar Land
Summary
Dedicated employee with strengths in customer service, sales and promotion strategies. Successful in teaching junior employees how to maximize performance.
Overview
15
15
years of professional experience
Work History
Cashier Team Lead
Aldi Foods
Rosenberg
08.2024 - 05.2025
- Supervised cashier team to ensure efficient customer service during peak hours.
- Trained new cashiers on register operations and company policies.
- Managed cash drawer accuracy and performed daily cash reconciliations.
- Assisted customers with inquiries and resolved issues promptly.
- Implemented best practices for checkout procedures and customer engagement.
- Ensured store cleanliness and organization at checkout areas for customer satisfaction.
- Assisted cashiers with resolving customer complaints and inquiries.
- Performed daily opening and closing procedures for the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Answered customer questions and provided store information.
- Processed refunds and exchanges according to company policy.
- Assisted customers with locating items within the store when requested.
- Scanned, priced, and bagged customer groceries quickly to keep lines moving.
Collections Agent
Eastern Accounting Systems
Newtown
06.2023 - 11.2023
- Managed inbound and outbound calls for customer debt collections.
- Negotiated payment plans with clients to resolve outstanding balances.
- Updated customer account information in the collections management system.
- Collaborated with team members to streamline collection processes.
- Documented interactions with customers accurately for compliance records.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
Collections Acct Mgr
Kar Town
03.2021 - 04.2023
- Collecting payments from current and past due accounts in person and via telephone
- Setting up payment arrangements for delinquent accounts up to 120 days
- Call, text and email accounts daily to establish contact
Enumerator
United States Census
04.2020 - 10.2020
- Daily visit of addresses provided to conduct in person Census survey
- Follow up visits to complete surveys or ensure accurate information was reported
Assistant Manager
Advance America
07.2016 - 03.2020
- Opening and closing procedures including being responsible for master cash (store cash/safe), Reports, and store upkeep.
- Marketing (Partnering, street, and lobby)
- Collection calls for past due customers
- Inactive calls
- Assisted in preparing store for monthly and quarterly audits
- Creating store schedule for all employees
- Basic filing/clerical duties
- Bank runs
Guest Services Coordinator
Trellis Spa at The Houstonian Hotel
01.2015 - 07.2016
- Answering guest calls and booking reservations for spa services
- Concierge responsibilities such as maintaining the appearance of guest relaxation area and providing guest location to providers for guest pick up.
- Front responsibilities such as checking guests in and out and providing them with all information needed for their visit and guiding them on tours of the spa.
- Meeting average talk time goal on phone calls while up selling different services for reservations. Also accomplishing and superseding booking goals for each month.
Assistant Manager
PLS Loan Store
01.2013 - 07.2014
- Opening and closing procedures including being responsible for master cash (store cash/safe), Reports, and store upkeep.
- Marketing (Partnering, street, and lobby)
- Collection calls for past due customers up to 14 days late
- Inactive calls
- Assisted in preparing store for monthly and quarterly audits
- Creating store schedule for all employees
- Basic filing/clerical duties
- Bank runs
- Pushing insurance and tax preparation product growth aside from loan services
Store Manager
Check n Go
11.2011 - 01.2013
- Marketing(Flyers, Door Hangers, Partnering with competition)
- Title, Payday, Installment loans
- Check Cashing
- Western Union
- Collections
- Inactive calls to push growth
- Participated in District Audits
- Organized event with NCMEC to drive business and raise awareness in community
Legal Assistant
Long Law Firm
01.2010 - 11.2011
- Clerical responsibilities- filing, copying, letter drafting, mail outs Etc.
- Answering phones, taking messages
- Creating legal documents for court
- Proofing and editing pleadings
- Managing client accounts payable and collections
Pre-Collections
Eastern Accounts
- Outbound auto dialer calls to customer to collect past due and current payments on accounts up to 90 days delinquent
- Setting post dated arrangements
- Achieving Metric Goals weekly such as call quality, number of payments and call duration
Education
Diploma -
George Bush High School
Richmond, TXAssociates Degree - Billing and Coding
Houston Community College Alief
Houston, TXParalegal certification -
Skills
- Customer service
- Collections management
- Payment negotiation
- Team leadership
- Conflict resolution
- Process improvement
- Compliance adherence
- Employee training
- Effective communication
- Time management
- Attention to detail
- Data entry accuracy
- Problem solving
- Organizational skills
- Transaction approvals
- Positive attitude
- Customer engagement
- Cash drawer reconciliation
- Cashier training
- Escalation handling
- Multitasking and organization
Languages
- Spanish
- English
- Spanish
Timeline
Cashier Team Lead
Aldi Foods
08.2024 - 05.2025
Collections Agent
Eastern Accounting Systems
06.2023 - 11.2023
Collections Acct Mgr
Kar Town
03.2021 - 04.2023
Enumerator
United States Census
04.2020 - 10.2020
Assistant Manager
Advance America
07.2016 - 03.2020
Guest Services Coordinator
Trellis Spa at The Houstonian Hotel
01.2015 - 07.2016
Assistant Manager
PLS Loan Store
01.2013 - 07.2014
Store Manager
Check n Go
11.2011 - 01.2013
Legal Assistant
Long Law Firm
01.2010 - 11.2011
Pre-Collections
Eastern Accounts
Diploma -
George Bush High School
Associates Degree - Billing and Coding
Houston Community College Alief