Johnathan Guerra
Orlando,FL
Summary
Experienced customer service professional bringing 7+ years of quality performance in customer support supervisory and management roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
Work History
Assistant Customer Service Manager
Publix
02.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reviewed inventory levels and placed orders for products and merchandise for restocking purposes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Process 100-150 employee weekly report and document discrepancies.
- Planning complete full circle hiring process by recruiting, interviewing, and completing oral drug-screens, I-9 forms, and facilitate per/post orientations..
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problem solving.
Assistant Store Manager
Hot Topic
03.2016 - 12.2019
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Trained new employees on proper protocols and customer service standards.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Monitored daily cash discrepancies and inventory shrinkage.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
Education
Bachelor of Science - Business Administration And Management
Valencia College
Orlando, FL08.2025
High School Diploma -
Freedom High School
Orlando, FL08.2017
Skills
- Customer Service
- Verbal and Written Communication
- Engaging with Diverse Customers
- Teamwork and Collaboration
- Diplomatic Leadership
- Merchandising and Display
- Money Handling
Timeline
Assistant Customer Service Manager
Publix
02.2020 - Current
Assistant Store Manager
Hot Topic
03.2016 - 12.2019
Bachelor of Science - Business Administration And Management
Valencia College
High School Diploma -
Freedom High School