MELISSA FIGUEROA
Glendale
Summary
Dynamic Senior professional with extensive experience in restaurant and retail industry, excelling in team management and customer service. Proven track record in driving sales and enhancing customer satisfaction through effective training and conflict resolution. Proficient in POS systems and skilled in relationship building, fostering a collaborative and high-performing work environment.
Overview
26
26
years of professional experience
Work History
Assistant Store Manager
Charter Communications
New York
08.2020 - Current
- Collaborate with internal teams to develop new strategies and initiatives to improve customer satisfaction, and minimize downtime.
- Support sales initiatives through promotional planning and execution.
- Monitor cash handling procedures for accuracy and compliance.
- Train new employees on customer service and store policies.
- Collaborate with team members to maintain a positive work environment.
- Manage the day-to-day operations of the store, including customer service, inventory management, and staff scheduling.
- Handle complaints from customers by empathetically listening, recording details, and offering solutions.
- Oversee a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Maintain inventory by checking merchandise to determine levels.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provide mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Conduct regular performance reviews with staff members to assess individual progress and set goals for future development.
Floor Manager
Tastes On The Fly dba Bobby Van's Grill
JFK-TERMINAL 8
05.2014 - 05.2014
- Provided direction to a team of over 60 employees
- Managed the day to day operation of the restaurant FOH and BOH
- Implemented all restaurant policies and Safety codes
- Ensured that proper cash handling procedures are followed
- Controlled and analyzed the ongoing level of sales, quality and presentation of food and beverages, guest satisfaction and service standards
- On a daily basis practice P&L, food cost and labor percentage
- Performed all Port Authority badging paperwork, work closely with all PA department supervisors to ensure all PA standards and prerequisites are met
- Performed all orientation meetings for new staff
- Full knowledge of POS systems Aloha/Micro
- NYC Food Protection Certified -2/2015
Biller
Big Geyser Inc.
MASPETH
10.1999 - 04.2014
- Supervised the Billing Department to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Implemented corporate or departmental policies, procedures, and service standards in conjunction with management.
- Emphasized on customers needs, requests while maintaining the best possible customer service possible
- Maintained customer records, using automated systems.
- Selected the correct products or assist customers in making product selections, based on customers' needs, product specifications, and applicable regulations.
- Developed training materials related to both general operations and new systems.
- Engaged in accountability activities with department managers.
- Prepared itemized statements, bills, or invoices and record amounts due for items purchased or services rendered.
- Resolved discrepancies in accounting records.
- Compiled and create daily sales analysis as well as weekly and monthly reports for the corporate field as well as our distributors.
- Efficient in Excel/Word/Microsoft Office/Visual Account-mate
Education
High School Diploma -
Grover Cleveland High School
Ridgewood, New York06-1996
Skills
- Sales goals and metrics
- Retail sales
- Product demonstrations
- Team management
- Restaurant operations
- POS systems
- Conflict resolution
- Time management
- Team building and leadership
- Customer service and engagement
- Performance evaluations
- POS systems operations
- Relationship building and management
- Employee scheduling
- Mentoring and coaching
- Cash handling procedures
- Microsoft Office savvy
- Sales expertise
- Interpersonal communication
Languages
- English
- Spanish
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Assistant Store Manager
Charter Communications
08.2020 - Current
Floor Manager
Tastes On The Fly dba Bobby Van's Grill
05.2014 - 05.2014
Biller
Big Geyser Inc.
10.1999 - 04.2014
High School Diploma -
Grover Cleveland High School