Luis Torres Jr
Ashville
Summary
Customer service professional with a strong commitment to upholding Royal Caribbean's renowned 'gold anchor service' standard. Expertise in team development and operational management, with a proven track record of resolving complex customer issues. Skilled in optimizing workflows to enhance service quality, resulting in increased customer retention and satisfaction rates.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Publix Supermarkets
Irondale
09.2001 - Current
- Cultivate high-performance teams while leading cross-functional initiatives in a fast-paced environment.
- Directed a diverse team to meet and surpass organizational objectives.
Oversaw a department of 52 associates and operations of supermarket employing over 145 associates.
Ensured all team members delivered exceptional service and maintained stringent sanitation standards.
Prepared high-quality goods while fostering a culture of excellence among staff. - Daily responsibilities include but are not limited to cash accountability (reviewing discrepancies if any), the review of all money services done VIA Western Union money transfer and money orders, cashing of payroll checks, cashing of travelers' checks and the reporting of loss prevention incidents (either cash related or shop lifting).
- Over the past 24 years I have learned to become a customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
- Assumed ownership over team productivity and managed daily workflow to meet or exceed quality service goals. Current year-to-date productivity is at a 104.01% (Goal is 100%).
- Facilitated inter-departmental communication to enhance customer support and streamline service delivery.
- Optimized staff shift schedules based on customer inquiry patterns and sales data.
Leveraged scheduler tools to identify peak times during holidays for effective staffing.
Analyzed customer traffic trends using Oasis (Schedule program) and Retalix (Publix Accounting program) to enhance scheduling efficiency.
Facilitated sound scheduling decisions to ensure adequate coverage during high-demand periods. - Trained staff on operating procedures and company services/policies & procedures.
- Provided accurate, specific and timely performance feedback for customer service associates annually.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved associate and service delivery issues identified in statistical reports, including insights from Customer Voice Surveys and Mystery Shopper Scores.
- One of FORTUNE's Most Admired Companies (1994–2026).
- Provided exceptional customer service to enhance satisfaction
- POS systems
- Customer relations
- Bank deposit/receiving procedures via Brinks/Loomis carriers.
- Committed to meeting and exceeding performance targets
- Strategic thinker & planner
- Staff training and development
- Payroll administration experience
- Attention to detail and excellent workspace organization
- Trusted to complete tasks accurately and on time
- Cultivated a welcoming atmosphere for clients and team members
- Cash handling expertise
- Skilled trainer
- Adherence to high customer service standards
- Inventory control
- Financial reports
- Budgeting
- Effective time management
- Collaborated effectively with colleagues to achieve common goals
- Cross-trained and backed up other customer service associates/managers.
- Adhered to all confidentiality requirements at all times including retention best practices.
- Processed new hires and administered drug test, including I-9 paperwork processing for Homeland Security & calling ADP tax services including e-verification.
- Solved unresolved customer issues (Always finding a way to say yes).
- Strong leader of customer support staff.
- Accurate Cash Handling.
- Monitored and executed Western Union money transfers and money orders while adhering to US currency transaction laws.
- Utilized strong verbal and written communication to convey information clearly
- Operated Cash Register
- Maintained ethical standards in all interactions and decision-making
- Customer Satisfaction
- Efficient Multi-Tasker
- Handles Multiple Responsibilities.
- Receive deliveries VIA truck and/or vendors.
- Professional Customer Interactions
- Flexible Schedule
Education
High School - Business Course By BCBS of Alabama
McAdory High School
Bessemer, AL01-2005
High School -
North Miami Beach Senior High School
North Miami Beach, FL01-2003
High School - Tourism And Travel Management
Miami Norland Senior High School
Miami, FL01-2002
Skills
- Excellent customer service skills
- POS systems
- Customer relations
- Bank deposit/receiving procedures
- Goal-oriented
- Strategic thinker & planner
- Staff training and development
- Payroll administration experience
- Attention to detail
- Excellent workspace organization
- Dependable
- Friendly
- Cash handling expertise
- Skilled trainer
- Adherence to high customer service standards
- Financial reports
- Budgeting
- Effective time management
- Dedicated team player
- Cross-trained
- Ownership over team productivity
- Managed workflow
- Strong leader
- Scheduled staff shifts
- Trained staff
- Provided performance feedback
- Followed-through on escalations
- Resolved issues
- Team Player
- Accurate Cash Handling
- Strong Communication Skills
- Credit/debit Card Transactions
- Operated Cash Register
- Time Management
- Highest Level Of Integrity
- Customer Satisfaction
- Efficient Multi-Tasker
- Handles Multiple Responsibilities
- Professional Customer Interactions
- Inventory control
- Product and service solutions
- Performance management
- Problem solving
- Inter-department collaboration
- Customer retention
- Team leadership
- Microsoft outlook, word
- Customer focused
- Team building
Certification
- Business basics via Travel and Tourism magnet program
- Certification and training from the United Cheerleading Association (UCA)
- National Food Safety - Serve Safe certification
- First Aid responder & AED certified
- Blood born pathogen certification
- Certified trainer for Alabama Responsible Vendor Renewals & 'train the trainee' partnership with the ABC board of Alabama.
Languages
Spanish
Limited
English
Full Professional
Timeline
Customer Service Manager
Publix Supermarkets
09.2001 - Current
High School - Business Course By BCBS of Alabama
McAdory High School
High School -
North Miami Beach Senior High School
High School - Tourism And Travel Management
Miami Norland Senior High School