Johanna Gutierrez
Los Angeles,CA
Summary
Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments, offering many years of progressive warehouse settings serving industry needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Manager
Smart And Final
Los Angeles, CA
10.2007 - 01.2025
- Monitored and analyzed service metrics to identify trends and areas for improvement.
- Maintained inventory of parts and supplies, ensuring availability for service tasks.
- Created detailed reports on service activities for senior management review.
- Pitched in to complete various duties during peak periods or employee absences.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Collaborated with customers to offer solutions to service needs.
- Motivated and supported employees to maintain low turnover.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Greeted customers promptly and responded to questions.
- Stocked shelves with merchandise when needed.
- Maintained work area and kept cash drawer organized.
- Answered phone calls to assist customers with questions and orders.
- Issued receipts, refunds, credits or change due to customers.
- Checked personal identifications during alcohol and tobacco sales.
Education
Bachelor of Business Administration And Management - Business Administration
Centro Universitario De Los Altos
Mexico, ME08-2003
Skills
- Bilingual (spanish & english)
- Employee supervision
- Employee training and development
- Customer service management
- Hospitality and accommodation
- Multitasking and organization
- Trustworthy and honest
- Product restocking
- Returns processing
- Drawer balancing
- Customer assistance
- Ordering and stocking
- Cash handling and management
- Attention to detail
- Empathy and patience
- Reliability and punctuality
Languages
English
Professional
Spanish
Full Professional
Certification
- Retail Management Certificate Program
- Forklift & Electric Pallet jack certificate
Timeline
Service Manager
Smart And Final
10.2007 - 01.2025
Bachelor of Business Administration And Management - Business Administration
Centro Universitario De Los Altos
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