LUCIA C. LOPO
East Taunton,MA
Summary
Experienced and results-driven manager with a verifiable record of success in the achievement of efficiency-improvement and revenue-expansion goals in competitive retail business arenas. Definitive strengths include the ability to implement staffing initiatives, revitalize business operations, and collaborate on the development of strategic operational plans. ___________________________ Areas of Effectiveness ____________________________ Team Building and Leadership Staff Training and Development Efficiency Improvement Customer Satisfaction Revenue Growth Strategic Planning Able to consistently and effectively provide the decisive leadership needed to assess and revamp business operations to turn around declining sales performance. Highly productive in workplace settings that challenge personal competencies and provide opportunities to work collaboratively with professional colleagues at all organizational levels.
Overview
46
46
years of professional experience
Work History
Rap Lexus
AAA Northeast
Providence , RI
05.2021 - 05.2021
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Entered customer information into customized computer system with Software to document and organize client records.
- Assisted Number customers in average Timeframe by answering questions, responding to inquiries and handling telephone requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative/Teller
Rockland Trust, Slade’s Ferry Bank
Seekonk, Massachusetts
01.2003 - 01.2018
- Hired as a teller and rapidly given expanded and concurrent responsibilities as a customer service representative at this community bank offering a broad range of retail, commercial, and small business banking products
- Processed financial transactions and provided front-line customer service to optimize sales across all product offerings, including personal and commercial savings accounts, certificates of deposit, checking accounts, and money market accounts
- Conducted customer-focused presentations that were responsive to individual needs and in accordance with corporate-defined marketing and promotional programs
- Reviewed and assessed financial profiles, with a strategic goal of identifying opportunities to refer customers for financial counseling on the bank’s investment, life insurance, annuity, and cash management services
- Introduced and submitted applications for loan products, including consumer loans and home equity lines of credit
- Made appropriate in-house referrals for customers seeking residential mortgages
- Supported in-bound call center operations, with primary responsibilities focused on serving as an information resource to resolve customer service issues
- Capitalized on opportunities to cross-sell banking products and further solidify customer relationships
- Represented the bank at local schools while serving as a Junior Achievement volunteer
- Planned and conducted informative, age-appropriate presentations to provide students with an overview of banking operations and career opportunities.
Store Manager
Casual Male Retail Group, Inc
Canton, Massachusetts
01.1991 - 01.2003
- Advanced rapidly through the ranks of this prominent national retailer of men’s apparel and accessories
- Promoted to assistant store manager of an East Providence (Rhode Island) location within one year and subsequently to store manager at a location in North Dartmouth (Massachusetts)
- Held full profit-loss accountability across all business functions, including sales, customer service, merchandising, financial management, inventory control, and staffing., continued
- Implemented successful staff training and development initiatives that contributed to the store’s record of consistency in meeting and exceeding daily, weekly, and monthly sales projections
- Interfaced directly with the district manager to develop strategic plans, balance stock levels, assess consumer purchasing patterns, and review sales-performance analytics
- Executed merchandising strategies in accordance with plan-o-gram specifications and developed in-store visual displays that effectively heightened exposure at the point of sale
- Generated and analyzed sales and inventory reports to ensure alignment with prescribed goals
- Earned distinction as the recipient of a commendation from the company’s president in acknowledgement of notable and meritorious sales performance in the spring of 1998
- Selected Accomplishments
- Met the challenge to provide the decisive operations management needed to achieve business-transition goals during the closing of an underperforming store in Brockton (Massachusetts) and opening of a new store in Dartmouth (Massachusetts)
- Led a major staff restructuring initiative that resulted in the development of a cohesive and productive sales team that remained on track to attain overall sales goals
- Selected by corporate leadership to oversee the launch of four stores in Florida and one store in
- Massachusetts, with management accountability across all human resources affairs and operational functions
- Revamped business operations at an outlet store location by hiring new staff, instituting an effective loss- prevention program, and executing comprehensive training initiatives
- Achieved goal of positioning the store to consistently meet and exceed sales performance expectations
- Leveraged business acumen and operations knowledge to train assistant managers who quickly won placement within the organization as store managers
- Exceeded performance expectations within the district to win a loss-prevention award (1991) and two sales awards (1998; 1999)
Male Retail Group, Inc
Canton, Massachusetts
01.1989 - 01.2003
Assistant Manager
01.1990 - 01.1991
Sales Associate
01.1989 - 01.1990
Roadside Assistance Agent
AAA Northeast
Providence, RI
10.2018 - 05.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
degree - retail fashion merchandising
Community College of Rhode Island
Certificate of Completion / Licensed Manicurist - undefined
Loretta’s School of Cosmetology
Skills
- Technical Support
- Object-Oriented Programming (OOP)
- Software Testing and Validation
- API Design and Development
- Strong Communication and Interpersonal Skills
- Team Support
Languages
Portuguese
Native or Bilingual
Timeline
Rap Lexus
AAA Northeast
05.2021 - 05.2021
Roadside Assistance Agent
AAA Northeast
10.2018 - 05.2021
Customer Service Representative/Teller
Rockland Trust, Slade’s Ferry Bank
01.2003 - 01.2018
Store Manager
Casual Male Retail Group, Inc
01.1991 - 01.2003
Assistant Manager
01.1990 - 01.1991
Male Retail Group, Inc
01.1989 - 01.2003
Sales Associate
01.1989 - 01.1990
degree - retail fashion merchandising
Community College of Rhode Island
Certificate of Completion / Licensed Manicurist - undefined
Loretta’s School of Cosmetology
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