Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Joanna Mendoza

Arlington,VA

Summary

Versatile Assistant General Manager at Legum and Norman, excelled in high-stress situations, enhancing customer loyalty through empathetic dispute resolution. Leveraged bilingual skills to streamline service for English and Spanish speakers, boosting satisfaction. Offers progressive experience combined with sound judgement and good problem-solving abilities. Demonstrated expertise in staff management and operations, significantly contributing to team development and efficient property management.

Overview

11
11
years of professional experience

Work History

Assistant General Manager

Legum and Norman
08.2013 - Current
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Provided language translation services for customer service inquiries.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and spanish-speaking customers.
  • Utilized spanish proficiency to build relationships with spanish-speaking customers.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
  • Translated documents, forms and other materials from english to spanish.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.

Substitute Teacher

Arlington County Public Schools
12.2013 - 01.2016
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
  • Supervised lunchroom and recess activities.
  • Maintained day-to-day classroom management and discipline to promote learning initiatives.
  • Boosted student engagement with interactive lessons, incorporating real-world examples and hands-on activities.
  • Collaborated with teaching staff to share resources and strategies, enhancing overall teaching quality.
  • Provided substitute teaching services across multiple grade levels and subjects, maintaining educational continuity in absence of regular teachers.
  • Assisted in organizing and supervising school field trips, enhancing learning through real-world experiences.
  • Developed and executed lesson plans to cover required curriculum effectively.

Education

General Studies

Northern Virginia Community College
Annandale, VA

High School Diploma -

Wakefield High School
Arlington, VA
06.2009

Skills

  • Staff Management
  • Inventory Control
  • Operations Management
  • Staff Development
  • Telephone and email etiquette
  • Strong Communication Skills
  • Administrative Support
  • Property tours and inspections
  • Unit inspection
  • Policy Enforcement
  • Appointment Scheduling
  • Property Maintenance
  • Activity Planning

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 10 staff members.
  • Resolved product issue through consumer testing.
  • Achieved Assistant Manager of the year for 2023
  • Successfully coordinated various Social Committee events

Languages

Spanish
Professional Working

Timeline

Substitute Teacher

Arlington County Public Schools
12.2013 - 01.2016

Assistant General Manager

Legum and Norman
08.2013 - Current

General Studies

Northern Virginia Community College

High School Diploma -

Wakefield High School

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Joanna Mendoza