Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Leila Cruz

Glenolden,PA

Summary

Driven Front End Supervisor with a proven track record at Ross Dress For Less, enhancing customer satisfaction and streamlining checkout processes. Excelled in staff supervision and workflow management, significantly improving cashier performance. Skilled in customer service and cash register operation, adept at fostering repeat business and ensuring efficient financial transactions. Dedicated Front End Supervisor well-versed in satisfying customers with exceptional service and support. Accurate and efficient in handling money, assigning tasks and maintaining customer areas. Prepared to bring 4 years of experience to dynamic new position.

Overview

8
8
years of professional experience

Work History

Customer Service Supervisor

Burlington
10.2024 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Interceded between employees during arguments and diffused tense situations.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Created customer support strategies to increase customer retention.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.

Front End Supervisor

Ross Dress For Less
06.2020 - Current
  • Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.

Sales Associate

Burlington
12.2016 - 06.2019
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.

Education

Inter American University of Puerto Rico Ponce
Mercedita, PR

Associate of Science - Nursing

EDIC College
Caguas, PR
08.1995

Skills

Customer Service

Problem-solving skills

Cash Register Operation

Workflow Management

Staff Supervision

Employee Motivation

Staff Coaching and Training

Languages

Spanish
English

Timeline

Customer Service Supervisor

Burlington
10.2024 - Current

Front End Supervisor

Ross Dress For Less
06.2020 - Current

Sales Associate

Burlington
12.2016 - 06.2019

Inter American University of Puerto Rico Ponce

Associate of Science - Nursing

EDIC College

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Leila Cruz