Melissa Galas- Pozos
Canyon Country,CA
Summary
Enthusiastic and high-energy customer service professional with a proven track record of creating positive, memorable experiences. Skilled at connecting with diverse customers, handling challenges with a solutions-oriented mindset, and contributing to a team-focused environment.
Overview
18
18
years of professional experience
Work History
Shift Leader
Crumbl Cookies
Santa Clarita, CA
09.2024 - Current
- High energy customer service.
- Ensuring and producing quality treats.
- Supervised daily operations, ensuring efficient workflow and quality standards.
- Trained and mentored new team members in production processes and customer service.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Resolved customer inquiries and complaints, fostering a positive store environment.
Receptionist/ Administrative Clerk
SCI Eternal Valley Memorial Park Mortuary
Santa Clarita, CA
07.2023 - 07.2024
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Delivered exceptional customer service through direct communication with clients and team.
- Managed all aspects of accounts payable and accounts receivable processes
- Streamlined payment processing operations
- Performed data entry duties to update client information in databases.
- Answered incoming calls and directed them to appropriate departments.
- Conducted thorough review and validation of contracts and quitclaims
- Optimized scheduling coordination for efficiency and timeliness.
- Answered inquiries from customers regarding services or products offered by the company.
- Provided administrative support to the executive team.
- Prepared and processed documents such as invoices, reports, memos and correspondence.
- Managed daily office operations, including scheduling appointments and managing incoming calls.
- Reviewed all invoices for accuracy prior to processing .
Assistant Manager
The Hook Burger
Valencia, CA
11.2017 - 11.2022
- Supervised daily operations including scheduling shifts, assigning duties.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Monitored employee attendance records, timekeeping, and payroll information.
Assistant Manager
The Habit Burger Grill
Burbank, CA
10.2008 - 03.2016
- Supervised daily operations including scheduling shifts, assigning duties.
- Created reports on sales trends, inventory levels, and financial data.
- Managed customer service inquiries and complaints in a timely manner.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Resolved conflicts between team members in an effective manner.
- Recruited and trained new employees to meet job requirements.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
High School Diploma -
Glendale Community College
GlendaleSkills
- High energy Customer Service
- Motivated, Self-directed, and Organized
- Strong Written and Verbal Communication
- Critical Thinking and Problem solver
Education and Training
other
Languages
Spanish
Limited Working
Timeline
Shift Leader
Crumbl Cookies
09.2024 - Current
Receptionist/ Administrative Clerk
SCI Eternal Valley Memorial Park Mortuary
07.2023 - 07.2024
Assistant Manager
The Hook Burger
11.2017 - 11.2022
Assistant Manager
The Habit Burger Grill
10.2008 - 03.2016
High School Diploma -
Glendale Community College