Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martha Toma

Summary

Proven leader in enhancing operational efficiency and customer satisfaction at CVS Health, with a strong focus on safety protocols and conflict resolution. Leveraged staff training and development to boost team performance and morale, achieving significant improvements in service quality and inventory management. Expert in fostering team collaboration and leadership, driving continuous improvement across all levels.

Overview

19
19
years of professional experience

Work History

Shift Supervisor

CVS Health
07.2014 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
  • Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
  • Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
  • Enhanced team productivity by implementing efficient shift scheduling and task delegation.
  • Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
  • Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
  • Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
  • Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
  • Increased sales performance through effective upselling techniques and staff training initiatives.
  • Coordinated with vendors regarding product deliveries, guaranteeing adequate supplies available for uninterrupted service provision.
  • Completed cash and credit card transactions accurately using POS software.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Cultivated professional working relationships with peers and supervisors.
  • Troubleshot equipment to reduce service calls and downtime.
  • Coordinated merchandising, promoted new products and increased brand awareness.

Card Specialist

CVS Health
07.2012 - 07.2014
  • Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
  • Monitored customer care goals and developed improvements.
  • Developed strong relationships with family members through regular updates on their loved ones' status during their time under my care.
  • Managed customer inquiries for all products and services.
  • Built strong relationships with clients to deliver emotional support and companionship.

Operations Manager

CVS Health
07.2010 - 07.2014
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Assistant Manager

CVS Health
07.2005 - 07.2010
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.


Education

Some College (No Degree) - Medical Office Professional

Southwestern College
Chula Vista, CA

Bachelor Of Applied Arts And Science - International Business

San Diego State University
San Diego, CA
05.1999

Skills

  • Daily workflows
  • Cash Handling
  • Team Supervision
  • Customer-Oriented
  • Employee Training
  • Inventory Management
  • Bilingual speaker(Spanish)
  • Excellent communicator
  • Positive attitude
  • Computer and typing skills
  • Knowledge of medical terminology

Timeline

Shift Supervisor

CVS Health
07.2014 - Current

Card Specialist

CVS Health
07.2012 - 07.2014

Operations Manager

CVS Health
07.2010 - 07.2014

Assistant Manager

CVS Health
07.2005 - 07.2010

Some College (No Degree) - Medical Office Professional

Southwestern College

Bachelor Of Applied Arts And Science - International Business

San Diego State University

Similar Profiles

CREATE PROFILE
Martha Toma