Mirna Luciano
1604 S Travis Street, Amarillo,TX
Summary
Proven leader with extensive experience in small business operations and staff management, notably as a Licensee Owner and Manager at El Tropico. Excelled in enhancing customer satisfaction and team performance through effective relationship building and strategic business management. Skilled in bilingual communication and employee development, achieving significant improvements in productivity and customer service.
Overview
10
10
years of professional experience
Work History
Licensee Owner
Self-employeed
10.2019 - 03.2024
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Store Manager
El Tropico
04.2016 - 05.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Teacher
Perryton Independent School District, Jr. High
08.2014 - 08.2015
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
Education
High School Diploma -
Spearman High School
Spearman, TX05.2007
Bachelor Of Science - Education
West Texas A&M University
Canyon, TX12.2014
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Business Management
- Staff Management
- Employee Development
- Team Leadership
- Customer Service Management
- Staff training/development
Languages
Spanish
Native or Bilingual
Timeline
Licensee Owner
Self-employeed
10.2019 - 03.2024
Store Manager
El Tropico
04.2016 - 05.2019
Teacher
Perryton Independent School District, Jr. High
08.2014 - 08.2015
High School Diploma -
Spearman High School
Bachelor Of Science - Education
West Texas A&M University