Marlo Kiyite
Gallup,NM
Summary
Dedicated professional with a solid background in customer service and operations management. Proven success in enhancing customer satisfaction through effective conflict resolution and team training, while optimizing workflow efficiency in diverse environments.
Overview
18
18
years of professional experience
Work History
Assistant Manager
Castle Furniture
Gallup, New Mexico
07.2024 - Current
- Coordinated daily store operations to enhance customer service experiences.
- Supervised daily operations, including shift scheduling and task delegation.
- Managed team schedules and assigned tasks to improve workflow efficiency.
- Trained new staff on company policies and effective customer interaction techniques.
- Resolved customer inquiries and complaints promptly to ensure satisfaction.
- Facilitated interdepartmental communication to improve operational processes.
- Collaborated with management on strategic planning for store enhancements.
- Monitored employee attendance, timekeeping, and payroll information accurately.
Bank Teller
Wells Fargo
Gallup, New Mexico
12.2021 - 07.2022
- Delivered exceptional customer service to clients in person and over the phone, fostering positive customer relationships.
- Assisted customers with deposits and withdrawals, answered inquiries, and resolved issues.
- Assisted customers with account inquiries and resolved issues promptly.
- Maintained cash drawer integrity through regular counts and reconciliations.
- Balanced daily cash deposits and vault inventory, ensuring accuracy and accountability in financial operations.
- Utilized banking software to manage transactions and customer records effectively.
- Verified customer identification documents and account information accuracy.
- Promoted bank services such as money orders, traveler's checks, and debit cards, enhancing customer awareness during transactions.
- Processed foreign currency exchange requests from customers.
- Adhered to regulatory compliance guidelines in all customer interactions and processes.
- Adhered to strict confidentiality guidelines when handling customer information.
- Followed bank policies and procedures to ensure compliance with regulations.
- Kept up-to-date with changes in banking regulations and practices.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
Office Manager
Zuni Artist Support Team
Gallup, USA
06.2021 - 11.2021
- Coordinated master office calendar, scheduling appointments, meetings, and travel to enhance organizational efficiency.
- Facilitated meetings with management and staff to address office needs, align goals, and identify trends.
- Reconciled attendance records and processed weekly payroll to ensure accurate employee compensation.
- Performed recordkeeping and document filing tasks to organize important company information.
Assistant Manager
Cash Store
Gallup, USA
12.2018 - 04.2019
- Resolved escalated customer complaints by answering questions and recommending effective solutions.
- Addressed and resolved customer inquiries and complaints to restore satisfaction.
- Attended leadership meetings to plan for upcoming business challenges.
- Supported inventory control strategies to optimize resource management.
- Implemented HR, compliance, safety, and quality assurance policies and practices.
Medical Technician
BPL Plasma
Gallup, USA
01.2018 - 04.2018
- Collected and directed specimens with rigid attention to patient identification, priority status and hospital and laboratory safety and infection control policies for clinical testing.
- Monitored lab equipment, detecting malfunctions and troubleshooting issues with technologists and service assistance to ensure operational reliability.
- Adhered to infection-control policies and protocols, ensuring safe disposal, labeling, and handling of biohazardous materials to protect patients and employees.
- Communicated pertinent information to health care team, enhancing collaboration and contributing to improved patient care.
Clerk
Human Service Department-State of New Mexico
Gallup, USA
08.2012 - 09.2014
- Responded to requests promptly, facilitating timely completion of critical tasks.
- Received, screened and directed incoming telephone calls.
- Sorted and stored documents alphabetically, numerically, or chronologically.
- Maintained organized working systems to maintain high efficiency.
- Organized office documents for easy access, ensuring swift retrieval of files for team members.
- Retrieved, prepared and scanned hard copy reports to create electronic records.
- Defused conflict with critical thinking, emotional intelligence and tactful communication.
- Assisted guests with facility information and access to meeting areas.
- Recorded daily work activities and labor hours in company logs and time-keeping system for accurate tracking.
Restaurant General Manager
Big Cheese Pizza- East
Gallup, USA
12.2008 - 08.2010
- Recruited, interviewed, hired and trained staff aligned with company service-oriented values to enhance guest experience.
- Led by example as role model for company core values and company culture.
- Scheduled front and back-of-house staff and anticipated high volume traffic to deliver customer service levels in line with company standards.
- Controlled food costs and minimized excess inventory while ensuring adequate reserves for operational needs.
- Oversaw maintenance, cleaning and sanitation to create a welcoming dining environment that met company standards.
- Performed restaurant walk-throughs to observe standards in practice.
- Owned administrative tasks, managing restaurant funds, receiving inventory and scheduling labor.
- Directed opening and closing procedures to maintain adherence to schedule.
Education
Associate of Arts - Business Management
University of New Mexico- Gallup Campus
Gallup, NM05-2011
Skills
- Operations management
- Customer service
- Administrative support
- Office management
- Sales transaction management
- Budget management
- Project management
- Employee training
- Staff onboarding processes
- Time management
- Problem solving
- Attention to detail
Community Service
Habitat for Humanity, 2004-2006
Timeline
Assistant Manager
Castle Furniture
07.2024 - Current
Bank Teller
Wells Fargo
12.2021 - 07.2022
Office Manager
Zuni Artist Support Team
06.2021 - 11.2021
Assistant Manager
Cash Store
12.2018 - 04.2019
Medical Technician
BPL Plasma
01.2018 - 04.2018
Clerk
Human Service Department-State of New Mexico
08.2012 - 09.2014
Restaurant General Manager
Big Cheese Pizza- East
12.2008 - 08.2010
Associate of Arts - Business Management
University of New Mexico- Gallup Campus