Kayla Pena
Mission,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
HOBBY LOBBY Retail Stores
10.2013 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Followed through with customer requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Improved staffing during busy periods by assisting and suggesting employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Organized and detail-oriented with strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Provided professional services and support in dynamic work environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Proved successful working within tight deadlines and fast-paced environment.
Department Manager
HOBBY LOBBY Retail Stores
04.2023 - 03.2024
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Increased productivity by identifying bottlenecks and implementing targeted solutions.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Implemented cross-training initiatives to increase overall departmental knowledge and versatility.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
BBA - Marketing
The University of Texas Rio Grande Valley
Edinburg, TX12.2021
Associate of Arts - Business Administration
South Texas College
Mcallen, TX05.2017
Skills
- Goals and performance
- Retail Management
- Customer Service
- Staff Training
- Teamwork and Collaboration
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Department Manager
HOBBY LOBBY Retail Stores
04.2023 - 03.2024
Customer Service Manager
HOBBY LOBBY Retail Stores
10.2013 - Current
BBA - Marketing
The University of Texas Rio Grande Valley
Associate of Arts - Business Administration
South Texas College
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