Monica Leveck
Saint Cloud,FL
Summary
Dynamic retail supervisor with proven expertise in team leadership and store management at JW Marriott Orlando Grande Lakes. Enhanced customer satisfaction through effective problem-solving and operational improvements.
Skilled in time management, I successfully trained staff and implemented strategies that boosted sales and engagement, fostering a loyal customer base.
Experienced with retail operations, staff supervision, and customer interactions. Utilizes effective management techniques to enhance store performance. Track record of maintaining high standards and achieving sales targets.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Starbucks/Montage Retail Store Supervisor
JW Marriott Orlando Grande Lakes
01.2006 - 01.2008
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored new staff on customer service best practices and operational protocols.
- Managed inventory levels, coordinating with suppliers to maintain adequate stock for sales.
- Implemented visual merchandising strategies, enhancing product displays to boost customer engagement.
- Monitored employee performance, providing feedback to improve efficiency and team productivity.
- Answered product questions and assisted customers in selection and checkout.
- Oversaw daily cash handling procedures, ensuring accuracy in transactions and minimizing loss prevention risks.
- Resolved escalated customer complaints with professionalism and empathy, ultimately preserving brand reputation and loyalty among patrons.
- Resolved customer complaints effectively, maintaining high satisfaction ratings across service interactions.
- Boosted store sales through effective merchandising and strategic product placement.
- Assisted customers in locating desired products while providing knowledgeable recommendations based on individual needs.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Developed a high-performing team by providing ongoing coaching, training, and performance evaluations.
- Conducted periodic performance reviews with each team member as part of ongoing professional development initiatives within the workplace environment.
- Enforced company policies consistently across all employees to maintain a fair work culture that promoted teamwork and overall success.
- Established an open line of communication between upper management personnel allowing for streamlined decision-making processes.
Front Desk Agent
JW Marriott Orlando Grande Lakes
02.2005 - 01.2006
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring smooth transitions for guests.
- Coordinated room assignments and handled reservations using hotel management software.
- Maintained accurate records of guest accounts and processed payments efficiently.
- Monitored lobby area for cleanliness and addressed maintenance concerns proactively.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
In-Room Dining/Mini-Bar Supervisor
JW Marriott Orlando Grande Lakes
05.2003 - 01.2005
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track interactions, ensuring prompt follow-ups and issue resolution.
- Implemented process improvements that streamlined workflows, reducing response times for customer inquiries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative Room Service
Gaylord Palms Resort & Convention Center
02.2002 - 05.2003
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders and managed returns, ensuring timely resolution of issues.
- Documented customer interactions in CRM system to maintain accurate records.
- Collaborated with team members to improve service workflows and enhance customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
High School Diploma -
St. Cloud High School
St. Cloud, FL05-1996
Skills
- Team leadership
- Retail store management
- Time management and scheduling
- Weekly payroll and barista tip allocation
Accomplishments
- Supervised team of 15 staff members.
- Achieved assisting with daily operations of both outlets, effective communication with associates throughout daily activities to make the business run smoothly through effectively helping with managing employee performance and workflow, providing feedback, assigning and monitoring tasks, and resolving conflicts to ensure operational goals are met.
Certification
- Certified Starbucks Barista], JW Marriott Orlando
Grande Lakes - 2006-2008
- Supervisory Development Training - 2004
Timeline
Starbucks/Montage Retail Store Supervisor
JW Marriott Orlando Grande Lakes
01.2006 - 01.2008
Front Desk Agent
JW Marriott Orlando Grande Lakes
02.2005 - 01.2006
In-Room Dining/Mini-Bar Supervisor
JW Marriott Orlando Grande Lakes
05.2003 - 01.2005
Customer Service Representative Room Service
Gaylord Palms Resort & Convention Center
02.2002 - 05.2003
High School Diploma -
St. Cloud High School
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