Jose Miranda
Belleville,NJ
Summary
Energetic and passionate customer service professional with over 10 years of experience in effectively identifying customer needs and delivering effective solutions. Proven track record of high yield sales and increased customer satisfaction. Able to manage business' needs such as budgets, quotas, people management to fulfill corporate driven priorities.
Overview
13
13
years of professional experience
Work History
Store Manager
T-MOBILE
JERSEY CITY, NJ
06.2020 - 05.2024
- Increased store rating for customer satisfaction by providing excellent service for new and current patrons and led team in completing store and corporate goals
- Provided special promotions to build a base of loyal returning customers
- Kept up to date in all tech trends and provided training demos to customers and team
- Handled payroll and bookkeeping functions
- Scheduled, trained, and coached employees to maximize performance in customer service, revenue generation, and daily tasks
- Created and maintained an organized sale workflow for sales reps and employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Monitored inventory levels and placed orders to restock shelves.
- Developed strategies to maximize sales and profitability.
- Organized promotional events to increase product awareness.
- Established customer service standards and monitored staff compliance.
- Recruited, trained and supervised new employees.
- Resolved customer complaints in a timely manner.
- Implemented efficient systems for tracking stock movement.
- Analyzed financial data to identify areas of improvement.
- Managed daily banking activities such as deposits and withdrawals.
- Assessed operational efficiency of the store's departments.
- Updated POS system with new products and promotional offers.
- Planned special promotions or discounts based on market trends.
- Developed relationships with suppliers to negotiate better prices.
- Prepared monthly reports on sales figures, expenses, profits.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Monitored progress by establishing plans, budgets and measuring results.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented successful business strategies to increase revenue and target new markets.
Lead Technician
GALAXY
NEW YORK, NY
07.2017 - 05.2020
- Provided around the clock telephone and on-site service for users of Ascom Intelligence, Dukane, Hill-Rom and other systems widely used by hospital employees
- Responsible for two New York based hospitals and several other Tristate hospitals on-call
- Worked in conjunction with hospital staff and coordinated with fellow coworkers to reach timely and cost-efficient solutions and prioritizing customer's needs and request
- Completed successful diagnosis, repair and installations of several systems
- Kept records of preventative maintenance, provided customer, and employed with full reports of any repairs of new wiring or device installations to better streamline procedure.
- Monitored the performance of computer networks, servers, and other related equipment.
- Coordinated with vendors to ensure timely delivery of products or services.
- Created detailed reports summarizing all installation activities.
- Managed multiple projects simultaneously while meeting deadlines.
- Provided technical support to customers and staff on a variety of hardware and software issues.
- Conducted system maintenance, including troubleshooting, repairs, upgrades, and installations.
- Developed and implemented network security policies and procedures.
- Trained users in the use of new software packages or hardware devices.
- Analyzed customer requirements to determine appropriate solutions.
- Resolved conflicts between departments regarding IT-related matters.
- Assisted junior technicians in resolving complex technical problems.
- Installed operating systems, configured settings, and added and removed applications as needed.
- Oversaw daily operations, delegated tasks and assignments and implemented strategies to optimize workflows.
- Followed safety practices to safeguard against injury and damage to property.
- Completed preventive maintenance to maintain production and equipment in accordance with safety protocols and company policy.
- Estimated cost of labor and materials for projects and communicated value to clients.
Store Manager
T-MOBILE
JERSEY CITY, NJ
01.2013 - 07.2017
- Ensure that each customer receives outstanding service by providing a welcoming environment; greeting, acknowledging all clients and quickly responding to any inquiries and complaints
- Maintain excellent records of customer relations to increase retention and increase volume of potential new customers and meeting monthly production goals
- Handling payment in an array of methods using POS systems
- Balancing cashbox, making deposits and managing inventory
- Ensuring operational duties are completed on a daily
- Handled various telephone lines with excellent phone etiquette to ensure customer satisfaction
- Increased sales and initiative to provide the best service resulted in a promotion to Store Manager in May 2015.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Monitored inventory levels and placed orders to restock shelves.
- Developed strategies to maximize sales and profitability.
- Established customer service standards and monitored staff compliance.
- Organized promotional events to increase product awareness.
- Resolved customer complaints in a timely manner.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Implemented efficient systems for tracking stock movement.
- Maintained accurate records of employee performance reviews.
- Created weekly work schedules for store personnel.
- Performed regular price checks to ensure competitive pricing.
- Assessed operational efficiency of the store's departments.
- Managed daily banking activities such as deposits and withdrawals.
- Identified opportunities for cost savings through waste reduction initiatives.
- Prepared monthly reports on sales figures, expenses, profits.
- Developed relationships with suppliers to negotiate better prices.
- Planned special promotions or discounts based on market trends.
- Updated POS system with new products and promotional offers.
- Maintained customer records in company database.
- Resolved customer complaints promptly and efficiently.
- Monitored customer accounts for changes or updates.
- Demonstrated strong problem solving skills in addressing customer issues.
- Developed positive relationships with customers through friendly interactions.
- Followed up on customer inquiries not immediately resolved by telephone calls or emails.
- Handled difficult or emotional customer situations with empathy and professionalism.
- Prioritized tasks effectively to meet deadlines.
- Managed large amounts of incoming calls, emails and chats simultaneously.
- Identified potential opportunities for process improvement within the department.
- Cross-sold products and services when appropriate.
- Performed data entry activities as needed.
- Suggested solutions when a product malfunction occurred.
- Updated job knowledge by participating in educational opportunities.
Field Technician Assistant
Wave LLC
NEW YORK, NY
03.2011 - 06.2013
- Developed and maintained technical documentation for software systems.
- Identified opportunities to improve system performance, scalability, and reliability.
- Created detailed project plans with timelines, deliverables, and resources needed.
- Installed and configured POS hardware, including printers, scanners, cash drawers, and monitors.
- Performed troubleshooting on various POS systems to identify and resolve malfunctions.
- Monitored daily system performance and implemented necessary upgrades or repairs.
- Assisted in the setup of new stores by installing and configuring all associated hardware.
- Created reports to document maintenance activities performed on POS systems.
- Tested newly installed systems to ensure they were working properly prior to deployment.
- Utilized remote access tools to diagnose and fix problems with networked POS terminals.
- Conducted regular maintenance checks on existing systems to ensure optimal performance.
- Analyzed data from transactions processed through the system in order to identify trends or anomalies.
- Monitored the performance of computer networks, servers, and other related equipment.
- Tested new applications for compatibility with existing systems.
- Assisted Field Technicians with troubleshooting and resolving customer service issues.
- Provided technical support to customers via phone or email.
- Tested electronic components such as circuit boards, switches, relays, motors. in order to diagnose malfunctions.
- Installed and repaired distribution racks and cables.
- Laid out cabling plans and ran through buildings to desired locations.
Education
Certifications - AWS-Azure Network & Security Specialist
BAR PC Training LLC
Point Pleasant, NJ04-2024
IT Google Certificate -
Coursera
01.2022
High School Diploma -
Emerson High School
01.2007
Skills
- Budget expert
- Customer service
- Leadership
- Fast learner
- Time management
- Inventory
- Adaptable
- Team player
- Microsoft Suite
- Cloud Services
- Electrical wiring professional
- Retail Sales Techniques
- Store operations oversight
- Revenue Generation
- Operations Management
- Project Management
- Help Desk Management
- IT Asset Management
- Application installations
- Hardware Installation
- User Support
- Computer Diagnostics
- Customer Needs Assessment
- LAN/WAN
- Project Coordination
- Help Desk Support
- Hardware Configuration
- Online Chat Support
- Mobile Device Repair
- Delivery Management
- Technical Documentation
- Technical Troubleshooting
- Laptop Servicing
- Hardware Evaluations
- Equipment Inspection
- Hardware diagnostics
- Adaptability and Flexibility
- Windows XP/Vista
- Highly Professional
- Adobe Creative Cloud
Timeline
Store Manager
T-MOBILE
06.2020 - 05.2024
Lead Technician
GALAXY
07.2017 - 05.2020
Store Manager
T-MOBILE
01.2013 - 07.2017
Field Technician Assistant
Wave LLC
03.2011 - 06.2013
Certifications - AWS-Azure Network & Security Specialist
BAR PC Training LLC
IT Google Certificate -
Coursera
High School Diploma -
Emerson High School