Summary
Overview
Work History
Education
Skills
Timeline
Generic

Viviana Plasencia

Miami,Florida

Summary

An enthusiastic, committed professional with an unparalleled reputation for efficiency, organization, and increasing production. With over ten years of experience in various areas ranging from administrative assistance, to sales, and team management as a foundation. The ability to adapt and improve comes as second nature, to this well-rounded candidate. Also fully bi-lingual; proficient in English and Spanish.

Overview

22
22
years of professional experience

Work History

Operations Manager

Vendome Miami, Luxury Nightclub
08.2020 - 12.2022
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Designed strategy and action plans with aggressive timelines for implementation and grand opening.
  • Analyzed, & reviewed profit & loss reports to improve decision-making.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Led and directed team members on effective methods, operations, and procedures.
  • Effectively managed payroll, timekeeping, and paperwork for new hires and terminations.
  • Motivated staff to perform at peak efficiency and quality.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and unnecessary conflicts.
  • Increased table turn-over & profits by streamlining operations.
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Set, enforced, and optimized internal policies to maintain flow of operations overall.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Promoted positive atmosphere and went above and beyond to guarantee clients received exceptional, upscale, VIP experience.
  • Met, greeted, and encouraged feedback from clients and used feedback to implement positive changes within venue.
  • Developed and implemented strategies to maximize client satisfaction. Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Handled escalated client concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Handled problematic artists & VIP clients to assist in maintaining excellent artist & VIP client satisfaction.
  • Developed and maintained relationships with external vendors and suppliers.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Office Manager / Critical Accounts Liaison

Manal Oliver & Associates
01.2016 - 02.2017
  • Developed and maintained successful relationships with critical client accounts who required additional attention & project management.
  • Entered, posted, & reconciled all bank transactions in Quickbooks for assigned client accounts, as well as issuing all weekly requested checks.
  • Reviewed financial statements, journals, ledgers, and other records to ensure accuracy.
  • Performed bookkeeping tasks according to company policies and procedures.
  • Handled all accounts receivables, & payment processing via QuickBooks.
  • Created, maintained and updated digital filing system, as well as all hard copy filing systems bringing the firm current and up to date from over a four year back log.
  • Set up new VOIP phone system and recorded all voice prompts and voicemail greetings.
  • Created & implemented several email marketing campaigns.
  • Managed office operations while scheduling appointments for department managers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Operations Manager, Sales & Marketing Director

Evantage USA, Inc. / Polaris E-Bikes
07.2012 - 01.2016
  • Handled initial set-up and of all accounts, by processing orders, setting up, and maintaining accounts in Salesforce.com, as well as setting up all new accounts on our dealer website.
  • Cultivated and maintained strategic alliances with key partners and vendors.
  • Supervised creation of exciting merchandise displays to catch attention of store customers. Provided all marketing materials, and coordinated marketing kit shipments for all new dealers,
  • Worked directly with our third party shipper and ensured all orders went out on a timely basis, and followed up with any issues that may have occurred.
  • Attended "Interbike", as well as several other industry trade shows. Also handled all logistics by coordinating booth purchases, shipments into & out of trade show facilities for all booth materials, product, and equipment. Coordinated booth set ups, teardowns, as well as daily booth operations to facilitate optimal networking with potential distributors & maximize deals closed.
  • Worked remotely from my home office for the first 6 months the company was in operation, then personally set-up all systems including phone, internet, and all equipment needed to open a physical office location.
  • Created and maintained physical company files, & cloud based filing system as well.
  • Set-up company accounting systems on Quickbooks.
  • Handled all bookkeeping responsibilities including account payables, receivables and collections.
  • Created and designed all e-blasts as needed on Mailchimp & Constant Contact.
  • Developed and maintained relationships with external vendors and suppliers. Handled all customer service issues with dealers as well as end users.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and implemented strategies to maximize customer satisfaction while cultivating and strengthening lasting client relationships using strong issue resolution and dynamic communication skills.

Sales and Customer Support Manager

Source Outdoor
12.2009 - 07.2012
  • Initially hired as sales assistant to the top salesperson in the company. Exceeded sales quotas and increased profitability through effective sales strategy and ensured closing of at least $100,000 per month in new business, from original monthly quota of $40,000.
  • Implemented systems and procedures to increase sales by streamlining processes for quote creation, order entry, and document submittal to the shipping department.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies. Set up and maintained all sales pipelines & progress in Salesforce.com, and trained all company personnel on Salesforce software.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Assisted in growing our division from one salesperson, to three salespeople and two lead generators.
  • Promoted to Sales & Customer Support Manager acting as immediate supervisor to all new sales personnel, and lead generators.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Mentored all sales personnel, and lead generators on proper technique to pitch and close a potential client by developing solutions to sales challenges and maximizing lead quality resulting in more deals closed.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Boosted marketing by ensuring weekly e-blasts went out to all contacts.
  • Built relationships and liaised with all major hospitality & condominium accounts to establish long-term business growth.
  • Organized promotional events and implemented practical networking techniques to increase sales volume.

Assistant Director of Admissions

The CDL School, Inc.
10.2007 - 12.2009
  • Assisted prospective students with admissions by processing paperwork, arranging and conducting campus tours and conducting follow-up activities.
  • Interviewed and screened all prospective students for referral to the corresponding funding agency resulting in higher enrollments.
  • Completed all applications, and prepared all documentation necessary for agency processing.
  • Answered challenging enrollment questions and handled special student cases.
  • Acted as liaison between the CDL School and all agency case managers, and maintained relationships with all agency directors.
  • Implemented strategies to increase student recruiting, engagement and retention. Cultivated engaged student population with successful orientation programs.
  • Generated over $160,000.00 in gross sales (enrollments) within the first 45 days on the job.
  • Increased sales & enrollments 12% within the first 30 days on the job.
  • Assisted in the development of the CDL Seven Step Sales Plan 'Seven Steps to Ensuring A Solid Close.'
  • Supervised telemarketing department (4-5 employees), and ensured completion of approximately 800 phone calls per day to generate prospective student leads. Tracked and reported daily statistics to the Admissions Director.
  • Supervised the sales team, ensuring the fulfillment of weekly class enrollment requirements and mentored sales team on how to guide students through admissions process.
  • Assisted sales representatives by closing client enrollment deals when obstacles caused file progression to stall.
  • Ensured the conversion of all students enrolled, to graduation, and then employment with national carriers.

Property Project Manager & Personal Assistant

Overseas Security & Strategic Information
05.2003 - 10.2007
  • Oversaw the remodeling of all bathrooms for 3 properties valuing over $750,000 in project costs.
  • Oversaw the installation of a salt water pool at the main property valuing over $250,000 in project costs.
  • Handled all emergency hurricane preparations, when necessary for all properties.
  • Coordinated with vendors & contractors to resolve project issues and mitigate risks.
  • Monitored project performance to ensure project timelines & deadlines were met as required.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Provided detailed project status updates to owner when overseas.
  • Sourced, vetted and managed vendors needed to accomplish project goals.
  • Handled all personal duties for the owner & family members while overseas. (Owner would be in the US one month per quarter).
  • Set up all domestic and international flight and travel arrangements for owner and family members. (Often scheduling flights & logistics that would circle the globe in 3 month's time).
  • Filed, and followed thru to payment all medical claims for owner and family members dating back to 2005.
  • Set up and maintained several financial accounts.
  • Setup and maintained the paperless filing system as well as all hardcopies.

Legal Secretary I & Victim Witness Counselor

State Attorney's Office - Misdemeanor Domestic Crimes
12.2000 - 05.2003
  • Organized files for court proceedings.
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
  • Prepared and processed all Bond Hearing cases.
  • Processed all Jail Report setting sheets and cases.
  • Preformed pre-trial interviews with all civilian victims and witnesses, and coordinated trial appearances.
  • Arranged transportation for victims and witnesses when needed.
  • Generated and sent all mandatory subpoenas to officers for trial.
  • Attended bond hearings and assisted all victims, as well as all Assistant State Attorneys present.
  • Completed all attorney requests in a timely fashion.
  • Provided and explained Domestic Violence Resource information (i.e., counseling, shelter, injunction, and financial assistance information).
  • Assessed the needs of the victim, and made the appropriate referrals to different agencies in the community.

Education

Bachelor of Arts - Business Administration And Management

Florida International University
Miami, FL

Skills

  • Unsurpassed Work Ethic, Problem-Solving, Decision-Making, & Goal Setting Skills
  • Microsoft Office Suite (Word, Excel, Powerpoint), Adobe Acrobat Pro & Creative Cloud Suites, QuickBooks, ADP Payroll, Salesforcecom, HouseCallPro, Eventbrite, SpotOn

Social Media & Email Marketing (ie Mailchimp, Constant Contact etc)

Workflow Optimization

Contract Management

Performance Monitoring

Business Planning

Financial Management

Organizational Management

Business Development

P&L Management

Customer Service

Team Leadership

Policies and Procedures Implementation

Onboarding and Orientation

Customer Relationship Management

Invoice Processing

Employee Relations and Conflict Resolution

Employee Motivation

Cross-Functional Communication

Maintaining Compliance

Revenue Generation

Procedure Development

Client Relationships

Startup Turnaround Strategies

Data Archiving

Delegation

Negotiation

Complex Problems Analysis

Operations Management

Business Administration

Project Leadership

Sales Presentations

Regulatory Compliance

Assignment Delegation

Project Management

Expense Reports

Report Generation

Typing (60wpm)

Timeline

Operations Manager

Vendome Miami, Luxury Nightclub
08.2020 - 12.2022

Office Manager / Critical Accounts Liaison

Manal Oliver & Associates
01.2016 - 02.2017

Operations Manager, Sales & Marketing Director

Evantage USA, Inc. / Polaris E-Bikes
07.2012 - 01.2016

Sales and Customer Support Manager

Source Outdoor
12.2009 - 07.2012

Assistant Director of Admissions

The CDL School, Inc.
10.2007 - 12.2009

Property Project Manager & Personal Assistant

Overseas Security & Strategic Information
05.2003 - 10.2007

Legal Secretary I & Victim Witness Counselor

State Attorney's Office - Misdemeanor Domestic Crimes
12.2000 - 05.2003

Bachelor of Arts - Business Administration And Management

Florida International University

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Viviana Plasencia