NATALIA PENA
Summary
A service-oriented and resourceful team player with a focus on achieving results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
Work History
Crown Shelter Manager
Flagstaff Shelter Services
09.2023 - Current
- Monitored trends in homelessness within the community actively to inform strategic planning processes for the shelter.
- Increased client satisfaction rates by soliciting feedback on services provided and making necessary improvements accordingly.
- Enhanced staff efficiency by providing ongoing training and support in crisis intervention and conflict resolution techniques.
- Contributed to successful grant applications by providing accurate statistics on shelter operations, client demographics, and program outcomes.
- Maintained a safe and secure environment for residents by monitoring security systems, enforcing rules, and responding to incidents as needed.
- Evaluated staff performance regularly, offering constructive feedback that facilitated professional growth and improved service delivery.
- Fostered a supportive environment by cultivating strong relationships with partner agencies, volunteers, and donors.
- Managed facility maintenance effectively, addressing issues promptly to maintain a clean and comfortable environment for residents.
- Assisted clients in achieving self-sufficiency through referrals to appropriate social services programs and resources.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Crown Shelter Coordinator
FLAGSTAFF SHELTER SERVICES
05.2022 - 09.2023
- Collaborated with other coordinators to ensure the needs of clients are met
- Communicated with supervisors regarding client and staff needs, concerns, and challenges
- Used computer software and systems to create and review documents
- Resolved conflicts in an efficient manner while maintaining a positive work environment for all individuals involved
- Provided quality service and supportive interactions to all clients and team members with compassion and in a professional manner.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Sales Associate
DILLARD'S
03.2022 - 06.2022
- Met merchandising standards by keeping store stocked and products organized
- Encouraged customers to make additional purchases and suggested relevant items
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers
- Performed cleaning tasks, keeping store neat and organized
- Greeted customers warmly and offered assistance
- Engaged with guests to understand and anticipate customer service needs.
Sales Lead
THE CHILDREN'S PLACE
08.2020 - 03.2022
- Trained employees on company policies and standards of operation
- Generated sales reports for management and analyzed sales trends
- Shared best practices for sales and customer service with other team members to help improve store's productivity
- Delegated tasks to other staff members to complete projects in a timely manner.
Education
Bachelor Of Science (B.S.) In Criminology And Criminal Justice -
Northern Arizona University
Flagstaff, AZ05.2023
Skills
- Shelter Operations
- Compassionate communication
- Scheduling and Coordinating
- Crisis Management
- Basic First Aid
- Customer Service
- Teamwork and Collaboration
- Computer Skills
- Team Leadership
Languages
Spanish
Native or Bilingual
Timeline
Crown Shelter Manager
Flagstaff Shelter Services
09.2023 - Current
Crown Shelter Coordinator
FLAGSTAFF SHELTER SERVICES
05.2022 - 09.2023
Sales Associate
DILLARD'S
03.2022 - 06.2022
Sales Lead
THE CHILDREN'S PLACE
08.2020 - 03.2022
Bachelor Of Science (B.S.) In Criminology And Criminal Justice -
Northern Arizona University
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