Melba Machado
Laurel,DE
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
13
13
years of professional experience
Work History
General Manager
Oasis Travel Plaza
10.2016 - Current
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Analyzed market trends and competitor activities to create competitive advantages.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Cashier Team Lead
Shell Gas Station
12.2015 - 10.2016
- Communicated with customers and team members to solve problems.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Received and processed customer payments.
- Restocked and organized merchandise in front lanes.
- Quickly and accurately counted drawers at start and end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Trained team members on cash register operation and cash handling.
- Operated POS cash register and equipment to collect payments.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Increased customer loyalty and retention.
- Supervised cashiers to boost customer service levels, check accurate balance for transactions and promote smooth operations.
- Led cashiers and associates in providing thoughtful customer service.
- Maintained stock to meet expected customer demand.
- Educated employees on register use, merchandising, and customer service.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Facilitated and logged store opening, closing, and shift changes.
Assistant Manager
Goose Creek Convince Stores
07.2010 - 08.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Diploma - General Studies
Scotland Co. High School
Memphis, MO05.1990
Skills
- Google AdWords
- Sales Expertise
- Supply Chain Management
- Staff Development
- Microsoft Office
- Employee Scheduling
- Microsoft Outlook
- Manage Contracts
- YouTube
- Microsoft Windows
- Order Supplies
- Google Docs
- Customer Service
- Staff Training
- Leadership
- Symantec
- Client Account Management
- Market Analysis
- Vendor Negotiations
- Sales Team Development
- Operational Planning
- Cross-Functional Team Management
- Verbal and Written Communication
- Workflow Schedules
- Closing Procedures
- Operational Standards
- Total Quality Management
- Customer Loyalty
- Inventory Accuracy
- Purchasing and Planning
- Supervision and Training
- Delivery Schedules
- Corrective Actions
- Communication Skills
- PC Competency
- Constructive Feedback
- Team Leadership
- Team Training
- Staff Retention Programs
- Training and Development
- Vendor Partnerships
- Inventory Control
- Maintaining Clean Work Areas
- Staff Management
- Customer Experience
- Performance Evaluations
- Team Oversight
- Operations Management
- Customer Needs Assessments
- Safety Protocols
- Recruitment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
General Manager
Oasis Travel Plaza
10.2016 - Current
Cashier Team Lead
Shell Gas Station
12.2015 - 10.2016
Assistant Manager
Goose Creek Convince Stores
07.2010 - 08.2016
Diploma - General Studies
Scotland Co. High School
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