Luz María Peña
Anaheim,CA
Summary
Dependable administrative and sales associate with a proven track record in enhancing operational efficiency through strong organization and communication skills. Demonstrated initiative and proactive problem-solving abilities have led to improved processes and consistently exceeded performance targets. Proficient in Salesforce, project coordination, and strategic problem resolution, focused on elevating customer satisfaction and driving revenue growth. Experienced in managing customer relations, and providing coaching to sales teams.
Overview
6
6
years of professional experience
Work History
Student Assistant, Office of the Registrar
UC Merced
Merced, CA
09.2023 - 12.2024
- Utilized software tools, including Ellucian Banner, OnBase, and Salesforce, for data entry, record maintenance, and report generation, such as registration errors.
- Provide service to students' inquiries, verifications, transcript requests, and enrollment for special programs.
- Collaborated with registrar staff to manage peak registration periods, demonstrating flexibility and adaptability under pressure.
- Facilitated communication between faculty members and students through email correspondence or telephone calls.
- Provided administrative support such as filing, photocopying, scanning, faxing, and sorting mail.
- Conducted functional testing of student information systems to ensure optimal performance.
Bookseller
Barnes & Noble
Merced, CA
03.2022 - 08.2023
- Achieved weekly membership conversion rates of 85-93%, and played a key role in training associates on updated membership policies.
- Led the gift department, and performed floor moves, merchandising, display maintenance, and housekeeping to keep sales areas well-stocked, organized, and current.
- Organized and participated in store events and promotions, contributing to increased sales and enhanced customer engagement during event periods.
- Participated in team meetings to give insight on sales trends and social media behaviors, leveraging data to understand customer purchasing patterns, and boost revenue.
- Supported online orders by pulling and ringing merchandise for shipment.
- Answered phones promptly and responded to customer inquiries with accurate information.
Merchandise Manager
Dollar Tree
Buena Park, CA
01.2021 - 02.2022
- Acted as interim store manager for one month during supervisor's absence due to illness, managing operations during the peak holiday season
- Supervised a team of 6 stock associates, managing inventory levels and developing merchandising strategies to maximize sales and enhance customer experience
- Oversaw daily store operations, including staffing, inventory management, and customer service
- Coordinated team schedules and addressed operational challenges efficiently
- Collaborated with suppliers and vendors to ensure timely stock replenishment and maintain inventory levels
- Performed regular audits of store inventories in order to detect discrepancies between actual stock levels versus what is reported in the system.
Lead Sales
Visser's Florist
Anaheim, CA
08.2018 - 12.2020
- Supported daily store operations, including inventory management, cash handling, and delivering exceptional customer service.
- Trained junior employees on store policies, sales strategies, and product knowledge, boosting staff efficiency and performance.
- Delivered personalized customer service by addressing inquiries, resolving issues, and providing tailored product recommendations, fostering strong customer relationships.
- Achieved recognition as a top performer in selling promotional packages during peak holiday seasons.
- Reconciled account discrepancies and collaborated with customers to resolve billing issues, improving customer satisfaction and retention.
- Managed local business accounts, including mortuaries, amusement parks, and restaurants, overseeing floral orders and billing processes to meet client needs effectively.
- Handled multiple phone lines simultaneously while providing courteous customer service.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Education
Bachelor of Science - Management & Business Economics
University of California, Merced
Merced, CA12-2024
Skills
- Salesforce Expertise
- WinSCP File Transfer Management
- OnBase Document Management
- National Student Clearinghouse Expertise
- Ellucian Banner Expertise
- Document Management
- Project Coordination
- Inventory Control
- Client Account Oversight
- Market Research & Analysis
- Data Analysis & Reporting
- Training and Development
- Exceptional Customer Support
- Strategic Problem Resolution
- Data Management
- Report Development
Timeline
Student Assistant, Office of the Registrar
UC Merced
09.2023 - 12.2024
Bookseller
Barnes & Noble
03.2022 - 08.2023
Merchandise Manager
Dollar Tree
01.2021 - 02.2022
Lead Sales
Visser's Florist
08.2018 - 12.2020
Bachelor of Science - Management & Business Economics
University of California, Merced
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