Summary
Overview
Work History
Education
Skills
Certification
Timeline
Intern

Monika Rose

Customer Service Management
Chesapeake,VA

Summary

Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Effective communication and people skills for providing superior customer service. Dynamic Manager with years of experience in customer service. That can stay calm under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience
2
2
Certifications

Work History

Sales Associate

7-11 Convenience Store
05.2024 - Current
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
  • Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Performed cash, card, and check transactions to complete customer purchases.

Director of Housekeeping

Healthcare Services Group
09.2021 - Current


  • Increased client satisfaction by building strong relationships and addressing their needs promptly
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
  • Conducted regular account reviews to identify areas for improvement and ensure continued success
  • Monitored and analyzed customer feedback to identify opportunities for improvement
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution
  • Coordinated with internal teams to facilitate prompt delivery of client projects
  • Improved overall team productivity by implementing best practices in organization and time management
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process
  • Gained customer trust and confidence by demonstrating compelling, persuasive, and composed professional demeanor
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions
  • Contributed to team objectives in demanding environment
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
  • Leveraged CRM tools to maintain accurate records of client interactions and transactions.
  • Streamlined account management processes, reducing response times and improving client service quality.
  • Established long-term customer relationships to enhance client loyalty and satisfaction.
  • Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
  • Contributed to team objectives in fast-paced environment.
  • Established effective quality control measures, consistently monitoring performance metrics to identify areas requiring improvement or adjustment.
  • Remained current on industry trends and best practices, incorporating relevant innovations into the department''s operations for continued improvement.
  • Conducted regular inspections of guest rooms and public spaces, ensuring adherence to established cleanliness standards and addressing any issues promptly.
  • Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.
  • Oversaw renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guests during periods of construction.
  • Developed strong working relationships with vendors, negotiating favorable terms for supply contracts and service agreements.
  • Promoted a culture of continuous learning among housekeeping staff through ongoing training initiatives tailored to individual needs and skill levels.
  • Implemented regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback for personal development.
  • Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
  • Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
  • Cultivated positive relationships with local health inspectors, facilitating smooth inspection processes that resulted in consistently high ratings.
  • Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
  • Managed budget allocation for the housekeeping department, optimizing resource utilization while maintaining high-quality services.
  • Championed environmental sustainability efforts within the department by adopting eco-friendly cleaning practices and reducing energy consumption where possible.
  • Enhanced communication between housekeeping staff and other departments, fostering a collaborative work environment that improved overall hotel operations.
  • Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
  • Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
  • Ensured compliance with safety and sanitation regulations, maintaining a clean and hygienic establishment at all times.
  • Streamlined inventory management processes, reducing waste and ensuring consistent availability of necessary supplies.
  • Increased team productivity by effectively delegating tasks and setting clear expectations for each staff member''s role within the department.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Completed schedules, shift reports, and other business documentation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Managed laundry sorting, washing, drying, and ironing.
  • Worked with front desk to respond promptly to all guest requests.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Increased employee performance through effective supervision and training.
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Conducted regular room inspections to verify compliance with housekeeping standards.

Guest Service Representative Manager

Intown Suites
09.2019 - 08.2021


  • Welcomed guests on arrival, displaying professional and friendly approach
  • Responded to guest inquiries, complaints, and special requests to increase customer satisfaction
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally
  • Resolved guest complaints and discrepancies in prompt and courteous manner
  • Answered hotel phones with professionalism and directed calls appropriately
  • Managed payment transactions accurately, always maintaining proper cash handling procedures
  • Resolved guest complaints diplomatically to maintain positive property reputation and high customer satisfaction rates
  • Took reservations over phone and through email, recording guest information in computer system and verifying details
  • Developed strong rapport with returning guests to foster loyalty and repeat business
  • Contributed positively towards creating welcoming atmosphere by maintaining clean and always organized front desk area
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery
  • Enhanced guest satisfaction by providing exceptional customer service at front desk
  • Processed guest check-ins and check-outs following procedures for fast turnover
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests
  • Assisted in emergency situations as required while adhering strictly to safety protocols
  • Conducted regular inventory audits of guest supplies to always ensure adequate stock levels
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests
  • Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting
  • Participated actively in staff meetings and contributed to development of new policies and procedures to improve guest services
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
  • Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities

Store Manager

HN Funkhouser Handy Mart/Subway/Dunkin Donuts
01.2011 - 07.2018
  • 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 demanding environment through initiative-taking communication and positive feedback
  • Assisted with hiring, training, and mentoring inexperienced 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
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth
  • Approved regular payroll submissions for employees
  • Reconciled daily sales transactions to balance and log day-to-day revenue
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
  • Supervised guests at front counter, answering questions regarding products
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success
  • 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
  • Uphold and communicate store programs and standards to employees for optimal quality, freshness, safety, and cleanliness
  • Managed problematic customers and clients to assist lower-level employees and maintain excellent customer service
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
  • Reported issues to higher management with detail
  • Completed point of sale opening and closing procedures.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Assisted with hiring, training and mentoring new staff members.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Supervised guests at front counter, answering questions regarding products.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Education

High School Diploma - undefined

John Handley High School
Winchester, VA

Skills

Bookkeeping

Certification

Driver's License

Timeline

Sales Associate

7-11 Convenience Store
05.2024 - Current

Director of Housekeeping

Healthcare Services Group
09.2021 - Current

Guest Service Representative Manager

Intown Suites
09.2019 - 08.2021

Store Manager

HN Funkhouser Handy Mart/Subway/Dunkin Donuts
01.2011 - 07.2018

High School Diploma - undefined

John Handley High School

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