Kimberly Hernandez
Broomfield,CO
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
25
25
years of professional experience
Work History
Manager of Team Leads, Owner Success
Evolve
Denver, CO
11.2021 - Current
- Promoted teamwork and quality service through daily communication and coordination with other departments.
- Conducted performance evaluations to check associates' performance.
- Coached staff on strategies to enhance performance and improve customer relations.
- Recruited and hired qualified candidates to fill open positions.
- Minimized staff turnover through appropriate selection, orientation and training.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Initiated new projects that resulted in increased productivity across all departments.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Provided direction and guidance to employees.
- Developed performance metrics and monitored progress towards meeting goals.
Manager, Owner Success
Evolve
Denver, CO
11.2020 - 11.2021
- Coordinated and encouraged professional development among direct reports.
- Promoted high customer satisfaction by resolving problems with knowledgeable and hospitable service.
- Provided leadership, insight and mentoring to employees to supply knowledge of various company programs.
- Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
- Identified business issues, creating customized solutions for individual problems.
- Coached staff on strategies to enhance performance and improve customer relations.
Team Lead
Target
Minneapolis, MN
02.2017 - 11.2020
- Organized and prioritized incoming work orders, optimizing team workflows and resources to handle dynamic demands.
- Interviewed, hired and trained new quality customer service representatives.
- Conducted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Integrated process improvements to increase overall workflow.
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through effective communication, training and development coaching.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Created and maintained production schedules based on employee productivity, company needs and seasonal plans.
- Evaluated employee performance, identified areas of improvement and communicated plans to employees.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Front Office Manager
American Furniture Warehouse
Englewood, CO
07.1999 - 06.2007
- Efficiently organized resources and staff necessary to handle any requirements and maintain strong service levels.
- Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
- Conducted yearly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
- Managed all scheduling and payroll for team of 40 staff in a busy retail front office.
- Evaluated employee job performance and motivated staff to improve productivity.
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
- Consistently met budget targets and quality standards by proactively leading team members and monitoring operations.
Education
High School Diploma -
Thornton High School
Thornton, Co1999
Communication Studies
Front Range Community College
Westminster, COSkills
- Communication
- Motivation
- Decision making
- Efficient
- Team building
- Process improvement
- Relationship development
- Communications
- Planning and coordination
- Problem resolution
- Performance Management
- Workforce Management
- Strategic Planning
- Team Leadership
- Cross-functional team management
- Employee Development
- Continuous Improvement
- Teamwork and Collaboration
- Team Development
Timeline
Manager of Team Leads, Owner Success
Evolve
11.2021 - Current
Manager, Owner Success
Evolve
11.2020 - 11.2021
Team Lead
Target
02.2017 - 11.2020
Front Office Manager
American Furniture Warehouse
07.1999 - 06.2007
High School Diploma -
Thornton High School
Communication Studies
Front Range Community College
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