Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laura Kiss

San Jose ,California

Summary

20+ years in retail environments: 13 years Management experience in multiple settings, including an associates degree in business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience

Work History

Behavior Technician

ACES
06.2022 - 11.2023
  • Enhanced client progress by implementing individualized behavior intervention plans.
  • Collaborated with multidisciplinary teams to develop comprehensive treatment strategies for clients.
  • Improved client communication skills through the use of evidence-based practices and techniques.
  • Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
  • Developed strong rapport with clients and their families, fostering trust and open communication throughout the therapeutic process.

Merchandising Manager

White Cap Industries
10.2020 - 12.2021
  • Increased sales by developing and implementing successful merchandising strategies.
  • Trained and supervised merchandising team members in best practices, improving overall performance.
  • Implemented innovative visual displays that captured attention and boosted sales
  • Optimized store layouts for maximum efficiency, enhancing the shopping experience for customers.
  • Established a culture of excellence within the merchandising team through coaching, mentoring, and goal setting
  • Interacted with customers to obtain feedback and satisfaction

Day Manager

Fern River Resort
05.2017 - 10.2020
  • Over-saw all areas of resort in a daily basis
  • Opened/ closed resort 4-5 days a week
  • Enhanced customer satisfaction by efficiently addressing and resolving complaints and concerns.
  • Streamlined daily operations for increased efficiency, implementing detailed schedules and task lists.
  • Boosted team morale with effective communication and motivational strategies.
  • Maintained a clean and organized work environment, ensuring compliance with health and safety regulations.
  • Provided outstanding customer service, leading to an increase in return customers and positive feedback ratings.
  • Trained new employees on company policies, procedures, and best practices, contributing to a skilled workforce prepared for success.
  • Managed cash handling procedures, ensuring accurate accounting of all transactions during shifts.
  • Evaluated employee performance regularly, providing constructive feedback for improvement opportunities while recognizing achievements.
  • Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
  • Enhanced guest satisfaction by implementing personalized services and addressing individual needs.
  • Streamlined resort operations for increased efficiency and improved guest experiences.
  • Implemented regular facility maintenance programs to preserve the aesthetics and functionality of the resort premises.
  • Optimized room allocation processes, maximizing revenue generation opportunities from bookings.
  • Organized events and functions at the resort, promoting positive brand image within the local community.
  • Developed contingency plans for unanticipated challenges arising during peak holiday seasons or adverse weather conditions affecting overall business operations at resorts located in popular tourist destinations worldwide-ensuring minimal service disruptions despite external factors beyond one's control.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Oversaw day-to-day operations of 13 cabins with staff of 5 employees.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Participated in financial activities such as setting room rates
  • Created and managed accurate occupancy forecasts and budgets.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.

Guest Relations Executive

Redwood Christian Park
05.2016 - 01.2017
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Streamlined check-in and check-out processes for improved efficiency and guest experience.
  • Developed strong rapport with guests, leading to increased loyalty and repeat business.
  • Collaborated with various departments to ensure seamless guest experiences during their stay.
  • Conducted thorough room inspections to maintain high-quality standards for accommodations.
  • Managed guest feedback effectively, implementing necessary changes for continuous improvement.
  • Organized special events and activities for VIP guests, creating memorable experiences.
  • Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
  • Monitored inventory levels of essential supplies, coordinating replenishment as needed for uninterrupted service delivery.
  • Ensured adherence to all safety regulations within the property, promoting a secure environment for guests at all times.
  • Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
  • Managed and improved customer service functions for reception and lounge areas.
  • Checked documentation and corrected issues in prompt fashion.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Provided guest assistance and recommendations for tourist attractions.

Lead Housekeeper

SCM Custom Cleaning
09.2014 - 12.2015
  • Improved overall cleanliness and satisfaction by implementing efficient housekeeping procedures.
  • Reduced workload for team members by optimizing work schedules and delegation
  • Ensured timely completion of daily tasks through effective communication with team members and supervisors.
  • Trained new hires in proper cleaning techniques, safety protocols, and company policies to ensure consistent service quality.
  • Managed inventory of housekeeping supplies, minimizing waste and lowering expenses through strategic purchasing decisions.
  • Demonstrated leadership skills by guiding staff during periods of high occupancy or challenging situations with grace under pressure.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Managed laundry sorting, washing, drying, and ironing.
  • Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
  • Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
  • Washed and put away kitchen dishes, utensils and glassware.
  • Scrubbed floors with special cleaners and equipment to achieve deep clean.
  • Polished fixtures to achieve professional shine and appearance.
  • Changed bed linens and collected soiled linens for cleaning.
  • Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage.

Store Manager

Peninsula Petroleum
10.2011 - 07.2014
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Completed point of sale opening and closing procedures.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reported issues to higher management with great detail.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Teachers Assistant

Rainbow Montessori School
12.2006 - 02.2009
  • Worked mostly with ages 2-6 years old
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Handed out classroom materials, like pencils, paper, and crayons.
  • Supported student learning objectives through personalized and small group assistance.
  • Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
  • Worked with lead teacher to monitor class schedule and take attendance.
  • Maintained safety and security by overseeing students in recess environments.
  • Graded assignments and reported individual progress to teacher.
  • Reviewed lesson material with students individually or in small groups.
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment.
  • Supported classroom activities, tutoring, and reviewing work.
  • Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
  • Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
  • Taught courses under guidance of senior instructors.

Education

Psychology

Capella University
Minneapolis, MN

Associates Degree In The Art Of Business - Business

Arizona University of Phoenix Arizona

Psychology -

Ashford University

Skills

  • Good with children
  • Easy to get along with
  • Cognitive Behavioral Therapy
  • Montessori Trained
  • Self-Management Strategies
  • Active Listening
  • Employee Training
  • Crisis Management
  • Critical Thinking
  • Decision-Making
  • Encouragement and Motivation
  • Clerical Functions

Timeline

Behavior Technician

ACES
06.2022 - 11.2023

Merchandising Manager

White Cap Industries
10.2020 - 12.2021

Day Manager

Fern River Resort
05.2017 - 10.2020

Guest Relations Executive

Redwood Christian Park
05.2016 - 01.2017

Lead Housekeeper

SCM Custom Cleaning
09.2014 - 12.2015

Store Manager

Peninsula Petroleum
10.2011 - 07.2014

Teachers Assistant

Rainbow Montessori School
12.2006 - 02.2009

Psychology

Capella University

Associates Degree In The Art Of Business - Business

Arizona University of Phoenix Arizona

Psychology -

Ashford University

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