Summary
Overview
Work History
Education
Skills
Timeline
Generic

Isabel Mata

San Antonio,TX

Summary

Proven leader with extensive experience in operations management and customer service excellence, notably at Burger King, Quik Trip and Task Us, skilled in team supervision, conflict resolution, and sales enhancement, demonstrating a commitment to achieving company goals and boosting customer satisfaction. Excels in fostering team collaboration and leveraging analytical thinking to drive continuous improvement and operational efficiency.

Overview

15
15
years of professional experience

Work History

Shift Leader

Burger King
06.2024 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Completed cash and credit card transactions accurately using POS software.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Enforced company policies and regulations with employees.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
  • Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
  • Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
  • Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
  • Improved team productivity by implementing efficient scheduling and task delegation methods.
  • Boosted overall sales with effective upselling techniques and exceptional product knowledge.
  • Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
  • Monitored equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity.
  • Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
  • Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
  • Maintained cleanliness and organization of workspace, adhering to health and safety standards.
  • Managed inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.
  • Oversaw cash handling and financial transactions, ensuring accuracy and reducing discrepancies.
  • Increased sales with introduction of promotional strategies that attracted more customers.
  • Coordinated with kitchen staff to ensure timely preparation of food, reducing customer wait times.
  • Streamlined communication between team members, which helped in resolving issues more quickly.
  • Implemented system for tracking employee performance, identifying areas for improvement.

Overnight Cashier

711 Gas Station
06.2017 - 01.2020
  • Maintained a clean and organized store environment, contributing to a positive shopping experience for customers.
  • Used superior customer service skills to help customers locate and select merchandise.
  • Managed inventory levels by conducting regular stock checks and reporting any discrepancies to management.
  • Demonstrated strong attention to detail when handling cash transactions to minimize errors in daily reconciliations.
  • Promoted a welcoming atmosphere for all customers entering the store during late-night hours.
  • Supported store operations by completing additional tasks assigned by management during quiet periods on shift.
  • Sought out opportunities to improve store appearance and operations in between assigned overnight work.
  • Resolved customers' service and product problems and processed refunds.
  • Increased sales through upselling promotional items and informing customers of ongoing deals or discounts.
  • Resolved customer complaints and inquiries promptly, resulting in increased customer loyalty.
  • Pushed out large amounts of new stock during slower overnight hours.
  • Assisted in restocking shelves and merchandise displays, ensuring product availability throughout the night.
  • Facilitated smooth handovers between shifts by communicating pertinent information with incoming staff members.
  • Maintained strict security protocols to protect cash, customers, and store assets.
  • Collaborated with other team members to complete nightly tasks efficiently and effectively.
  • Operated lottery terminal to issue, check and redeem tickets.
  • Managed drink station and kept coffee full and hot.
  • Completed and filed daily store close reports for management and transitioned system to new business day.
  • Ensured store security by following safety protocols, including locking doors after hours and monitoring surveillance cameras as needed.
  • Enhanced customer satisfaction by providing efficient and professional service during overnight shifts.
  • Assisted management with ad hoc projects such as inventory audits or seasonal merchandising changes as required.
  • Kept drawer accurate by carefully processing new transactions and giving out correct change.
  • Contributed to loss prevention efforts by maintaining vigilance during overnight shifts.
  • Streamlined transaction processes for quicker customer checkouts and reduced wait times.
  • Handled cash, credit, and debit transactions accurately while adhering to company policies and procedures.
  • Balanced cash drawers accurately at the beginning and end of each shift without discrepancies.
  • Provided reliable and consistent coverage for overnight shifts, ensuring the continuation of store operations during non-peak hours.
  • Delivered expert, friendly service to serve every customer need.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Cashier

Pilot Flying J
06.2024 - Current
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.

Assistant Manager

Dollar Tree
11.2023 - 05.2024
  • 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.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Coordinated with vendors for timely inventory replenishment, ensuring product availability.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
  • 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.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Remodeling Team

Walmart
05.2023 - 01.2024
  • Trained junior team members on best practices for effective consultation techniques.
  • Delivered visually striking results through seamless coordination with interior designers and other professionals involved in each project.
  • Contributed to the company''s growth by actively seeking new business opportunities and maintaining a strong network of industry contacts.
  • Collaborated with architects, designers, and contractors to create cohesive and functional spaces for clients.
  • Conducted comprehensive site assessments, identifying potential challenges or obstacles before initiating the remodeling process.
  • Optimized space usage by implementing creative design strategies that maximize functionality while preserving aesthetic appeal.
  • Managed project timelines efficiently, ensuring timely completion of all remodeling tasks within budget constraints.
  • Monitored ongoing projects closely, addressing any concerns or issues promptly to maintain client satisfaction levels.
  • Used variety of hand and power tools to complete tasks.
  • Cleaned and maintained tools, equipment and worksites.
  • Loaded and unloaded materials onto trucks and trailers.
  • Followed instructions and safety protocols to prevent accidents and injuries.
  • Loaded and unloaded materials and equipment onto and off construction sites.
  • Followed instructions and safety protocols while operating machinery and equipment.
  • Moved and cleared debris from work sites to dispose of in designated areas.
  • Managed safe and efficient use of tools and equipment on construction sites.
  • Helped with erecting scaffolding and ladders.

Assistant Manager

QuikTrip
12.2022 - 09.2023
  • 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.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.
  • Coordinated with vendors for timely inventory replenishment, ensuring product availability.
  • Implemented staff training programs to elevate service standards and knowledge.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Cashier

McDonald's
01.2022 - 08.2022
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Quality Analyst Team Lead

TaskUs
05.2018 - 01.2022
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
  • Supported the successful launch of new products by contributing expertise in defining quality specifications during the development phase.
  • Led quality assurance teams in high-stakes projects, maintaining focus on deliverables under tight deadlines.
  • Contributed to product design reviews, offering insights from quality perspective to refine product features.
  • Collaborated with product management to clarify requirements, ensuring test plans fully addressed user needs.
  • Optimized test environments for more accurate simulation of user scenarios, enhancing product reliability.
  • Fostered culture of quality, encouraging proactive identification and resolution of potential quality issues.
  • Promoted collaborative approach to problem-solving, leveraging team strengths to address complex quality challenges.
  • Improved team efficiency with introduction of automation tools for repetitive testing tasks.
  • Completed in-depth usability testing on Windows, Android and iOS mobile devices.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Collected, arranged, and input information into database system.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Triage Call Center Representative

Carenet Healhcare Services
09.2011 - 05.2014
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Identified upselling opportunities to increase revenue generation.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • 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.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Sales Representative

IBC Bank
10.2009 - 01.2011
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Enhanced customer satisfaction by providing comprehensive product demonstrations.
  • Streamlined sales process, reducing time from lead to close.
  • Exceeded sales targets through effective planning and goal setting.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
  • Cultivated deep understanding of product features to answer questions and overcome objections.
  • Listened to customer needs and desires to identify and recommend optimal products.

Crossfunctional Representative

The Scooter Store Inc.
06.2009 - 01.2011
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Contributed to team sales goals by upselling products and services to customers.
  • Collaborated with team members to achieve monthly sales targets.
  • Enhanced community engagement through regular town hall meetings, ensuring open communication lines between constituents and office.

Education

Diploma - Diploma

South San Antonio High School
San Antonio, TX
06.2007

Skills

  • Positive Attitude
  • Cash Handling
  • Team Leadership
  • Problem-Solving
  • Customer service focus
  • Decision-making capabilities
  • Team motivation
  • Strong verbal and written communication
  • Training Assistance
  • Creative Problem-Solving
  • Customer Service Management
  • Team Collaboration and Leadership
  • Team Supervision
  • Conflict Resolution
  • Staff education and training
  • Staff Training and Development
  • Goal Setting and Tracking
  • POS System Operation
  • Safety processes and procedures
  • Inventory Counts
  • Assigning Work
  • Complaint resolution
  • Sales and Upselling
  • Role Modeling
  • Daily workflows
  • Policy Enforcement
  • Client Service
  • Professional Appearance
  • Operations Management
  • Rules Enforcement
  • Equipment Troubleshooting
  • Sales expertise
  • Diplomatic and Fair
  • Policy and Procedure Enforcement
  • Technical Support
  • Multitasking Abilities
  • Organizational Skills
  • Attention to Detail
  • Active Listening
  • Analytical Thinking
  • Excellent Communication
  • Time Management
  • Task Prioritization
  • Quality Assurance
  • Written Communication
  • Reliability
  • Interpersonal Skills
  • Goal Setting
  • Professionalism

Timeline

Shift Leader

Burger King
06.2024 - Current

Cashier

Pilot Flying J
06.2024 - Current

Assistant Manager

Dollar Tree
11.2023 - 05.2024

Remodeling Team

Walmart
05.2023 - 01.2024

Assistant Manager

QuikTrip
12.2022 - 09.2023

Cashier

McDonald's
01.2022 - 08.2022

Quality Analyst Team Lead

TaskUs
05.2018 - 01.2022

Overnight Cashier

711 Gas Station
06.2017 - 01.2020

Triage Call Center Representative

Carenet Healhcare Services
09.2011 - 05.2014

Sales Representative

IBC Bank
10.2009 - 01.2011

Crossfunctional Representative

The Scooter Store Inc.
06.2009 - 01.2011

Diploma - Diploma

South San Antonio High School

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Isabel Mata