Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mirna Gonzalez

Store Manager
Sturgis,MI

Summary

Dynamic Store Manager with a proven track record at Dollar General, excelling in customer service and team leadership. Enhanced customer satisfaction through innovative merchandising and effective staff training. Skilled in inventory management and problem-solving, driving sales growth while maintaining a welcoming environment. Committed to fostering positive customer relations and operational excellence.

Retail management professional prepared to drive store performance and enhance customer experiences. Expertise in operational efficiencies and staff development. Known for fostering collaborative team environments and adapting to dynamic retail challenges. Proficient in sales strategies and inventory control.

Experienced with operational management, team leadership, and customer service excellence. Utilizes strategic planning and problem-solving to enhance store efficiency. Track record of achieving sales targets and maintaining high standards in store presentation.

Overview

22
22
years of professional experience

Work History

Store Manager

Dollar General
10.2020 - Current
  • Learned inventory management processes to maintain optimal stock levels and reduce shrinkage.
  • Assisted in training new employees on store policies and customer service standards.
  • Supported visual merchandising efforts by arranging displays to enhance product visibility.
  • Handled customer inquiries and resolved issues to ensure high satisfaction levels.
  • Monitored store cleanliness and organization to promote a welcoming shopping environment.
  • Engaged in ongoing training to develop skills in retail operations and leadership principles.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Approved regular payroll submissions for employees.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
  • Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
  • Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
  • Optimized checkout process to reduce wait times, improving customer satisfaction scores.

Customer Service Manager

Walmart
04.2003 - 10.2020
  • Oversaw daily operations of customer service team, ensuring timely resolution of inquiries and complaints.
  • Analyzed performance metrics to identify areas for improvement and enhance service quality.
  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Increased customer retention rates through proactive outreach efforts and personalized followups.
  • Championed company values by modeling exceptional customer service skills both internally and externally.
  • Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
  • Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
  • Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
  • Evaluated emerging technologies for potential integration into current workflows, enhancing overall operational efficiency.
  • Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
  • Streamlined communication with customers through the development of a user-friendly online support platform.
  • Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.
  • Developed key performance metrics for measuring and tracking team success in meeting service objectives.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Developed detailed plans based on broad guidance and direction.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Education

General

Theodore Roosevelt High School
Chicago, IL
06-1993

Skills

  • Customer service
  • Problem-solving
  • Customer relations
  • Multitasking and organization
  • Team leadership
  • Friendly and positive
  • Store opening and closing
  • Customer service management

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Store Manager

Dollar General
10.2020 - Current

Customer Service Manager

Walmart
04.2003 - 10.2020

General

Theodore Roosevelt High School

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Mirna GonzalezStore Manager