Hope Villescaz
Community Outreach
Kalamazoo,MI
Summary
Experienced retail manager in high volume stores. Over twenty five years of customer service experience in various industries. Child Abuse Investigator for the state of Texas. Assisted families and children finding resources and worked diligently to keep families together. Worked as a state certified pharmacy technician for 15 years, filling prescriptions, ordering medications, assisting customers with Medicaid Part D enrollment and worked with insurance companies and doctors offices for prior authorizations, refills and new prescriptions. Assisted 400 plus students as a supplemental instructor at the University of Texas San Antonio by creating studying groups, individual tutoring and monitoring during exams.
Overview
26
26
years of professional experience
7
7
years of post-secondary education
Work History
Server
Ema Enterprises
Kalamazoo, MI
07.2021 - Current
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations
- Provided exceptional service to high volume of daily customers
- Cleared table and bussed dishes to allow for quick setups
- Maintained accuracy while handling payments, giving change and printing receipts to customers
- Developed strong and lasting resident relationships
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
Customer Service Agent
Amazon
Dayton, OH
08.2020 - 12.2020
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Managed high-volume of inbound customer calls
- Investigated and solved routine, complex and long-standing customer issues each day
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Store Manager
Family Dollar
Tuscola, TX
10.2019 - 12.2020
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits
- Managed inventory tracking and physical inventory counts to minimize loss
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service
- Resolved customer problems by investigating issues, answering questions and building rapport
- Improved store status by implementing process improvements and identifying performance gaps for corrective action.
Replenishment Manager
Michaels Arts and Crafts
Abilene, TX
07.2019 - 11.2019
- Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room
- Maintained productive warehouse environment for organization's complete inventory needs by training, managing and motivating staff to meet challenging demands
- Authored, updated and monitored compliance with standard operating procedures
- Allocated resources and set schedules after analyzing product usage to maximize coverage
- Led and managed projects to support logistics efforts and plans.
Store Co-Manager
Hobby Lobby
San Angelo, TX
04.2014 - 02.2019
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels
- Encouraged professional growth and talent development in associates to increase performance
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
Assistant Store Manager
Office Max
New Braunfels, TX
10.2013 - 04.2014
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Coached and developed store associates through formal and informal interactions
- Oversaw aspects of maintenance, inventory and daily activity management
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
Child Abuse Investigator
Department of Health and Human Services
San Antonio, TX
01.2010 - 10.2012
- Worked with community resources to engage youth in pro-social activities and help families access services
- Interviewed family members to assess situations, capabilities and problems
- Referred family members to outside support options to assist with coping during times of increased stress
- Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations
- Met with clients to determine necessary services and make treatment recommendations
- Attended hearings with victims to provide emotional support
- Informed victims about legal processes and timelines
- Prioritized and organized tasks to efficiently accomplish service goals.
Supplemental Instructor
University of Texas
San Antonio, TX
01.2009 - 05.2010
- Delivered academic assistance to students and study aids to improve course material comprehension
- Facilitated activities and discussions to improve retention of course concepts
- Led group sessions to reinforce concepts and applications of course content
- Facilitated student learning with tutoring sessions for peers in quiet, controlled environment
- Coordinated and provided leadership for supplemental sessions
- Designed handouts and artifacts to help students improve understanding of course content
- Implemented group facilitation and learning strategies to enhance learning during SI sessions
- Met with faculty to share SI session plans and obtain feedback on difficult content topics
- Constructed planning sheet for each session and submitted
- Academic center.
Pharmacy Technician
CVS Pharmacy
San Antonio, TX
08.2008 - 05.2010
- Teamed with peers, technicians and pharmacists to prioritize and complete orders
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions
- Interpreted and processed medication orders under supervision of pharmacist
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits
- Transmitted claims to insurance companies for payment and reconciled
- EOBs
- Prepared prescription transfers to other pharmacies
- Improved drug inventory management procedures to reduce overhead and eliminate backorders or overstock.
Retail Assistant Manager
Walgreens
San Angelo, TX
04.2002 - 08.2008
- Positively impacted product relevance through careful distribution, merchandising and display techniques
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
- Staged merchandise and stocked sales floor to stimulate impulse sales
- Improved profitability by executing daily, weekly and monthly floor plan changes
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers
- Organized and updated schedules to optimize coverage for expected customer demands
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy
- Managed special store projects to improve store-wide processes and operations
- Strengthened operational efficiencies and traceability by developing organization systems for financial reports, schedules, inventory control and merchandising.
Assistant Store Manager
Eckerd Drug Store
San Angelo, TX
04.1996 - 04.2002
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Coached and developed store associates through formal and informal interactions
- Oversaw aspects of maintenance, inventory and daily activity management
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels
- Assisted customers, answered questions and resolved problems for stellar customer service
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement
- Created engaging merchandise presentations to motivate impulse purchases.
Education
Bachelor of Arts - Sociology
University of Texas San Antonio
San Antonio, TX 01.2007 - 05.2010
High School Diploma -
Jim Ned High School
Tuscola, TX 08.1993 - 05.1997
Skills
Skilled multi-taskerCustomer ServiceProduct KnowledgeTraining and coachingSuperior computer skillsMotivationStore opening and closingEmployee trainingMS Office proficientEmployee development
Family services
Client needs assessment
Problem-Solving
Analytical and Critical Thinking
Organization and Time Management
Cultural Awareness
Community Resources
Risk and Safety Assessments
Timeline
Server
Ema Enterprises
07.2021 - Current
Customer Service Agent
Amazon
08.2020 - 12.2020
Store Manager
Family Dollar
10.2019 - 12.2020
Replenishment Manager
Michaels Arts and Crafts
07.2019 - 11.2019
Store Co-Manager
Hobby Lobby
04.2014 - 02.2019
Assistant Store Manager
Office Max
10.2013 - 04.2014
Child Abuse Investigator
Department of Health and Human Services
01.2010 - 10.2012
Supplemental Instructor
University of Texas
01.2009 - 05.2010
Pharmacy Technician
CVS Pharmacy
08.2008 - 05.2010
Bachelor of Arts - Sociology
University of Texas San Antonio
01.2007 - 05.2010
Retail Assistant Manager
Walgreens
04.2002 - 08.2008
Assistant Store Manager
Eckerd Drug Store
04.1996 - 04.2002
High School Diploma -
Jim Ned High School
08.1993 - 05.1997