Irma Aguinaga
Uvalde,TX
Summary
Dynamic leader with a proven track record at Texan Credit Corporation, excelling in customer service and team leadership. Expert in driving business growth, enhancing customer satisfaction by overhauling service protocols, and mentoring teams for peak performance. Skilled in staff development, achieving significant improvements in employee engagement and operational efficiency.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
32
32
years of professional experience
Work History
Manager
Texan Credit Corporation
08.2021 - Current
- 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.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assistant Store Manager
Taco Bell
03.2015 - 05.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
CSR
Sage Family Medicine
10.2013 - 05.2015
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
CSR
One Main Finanical
11.2012 - 05.2013
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Manager
Advance America
02.2007 - 11.2012
- 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.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Manager
B&W Finance
07.2000 - 02.2007
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Increased sales through effective merchandising strategies and targeted promotions.
- Enhanced employee engagement with regular feedback, recognition programs, and career development support.
- Created a positive work environment by fostering open communication and encouraging employee development opportunities.
- Implemented performance tracking systems, driving employee accountability and continuous improvement efforts.
- Developed strong client relationships through consistent communication, resulting in increased customer satisfaction and repeat business.
- Managed budgets effectively, reducing unnecessary expenses while maintaining high-quality resources for the team.
- Oversaw hiring process, selecting top talent that contributed significantly to company growth and success.
- Increased revenue by identifying new market opportunities and implementing targeted marketing strategies.
- Evaluated hiring, firing, and promotions requests.
- Held monthly meetings to create business plans and workshops to drive successful business.
CSR
McDonald's Restaurant
03.1994 - 07.2000
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Education
High School Diploma -
Uvlade High School
Uvalde Tx05-1992
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Complex Problem-solving
- Staff development
- Performance management
- Customer relationship management (CRM)
- Marketing
- Business administration
- Performance evaluations
- Budget control
- Business development
- Computer skills
- Positive attitude
- Multitasking
- Excellent communication
Accomplishments
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Manager
Texan Credit Corporation
08.2021 - Current
Assistant Store Manager
Taco Bell
03.2015 - 05.2021
CSR
Sage Family Medicine
10.2013 - 05.2015
CSR
One Main Finanical
11.2012 - 05.2013
Manager
Advance America
02.2007 - 11.2012
Manager
B&W Finance
07.2000 - 02.2007
CSR
McDonald's Restaurant
03.1994 - 07.2000
High School Diploma -
Uvlade High School