Pamela Felix
Shasta Lake,CA
Summary
Forward-thinking Manager skilled at operating branch and departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Dedicated to complete knowledge of company products and services for optimized customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Assistant Manager
AAA NCNU
Redding, CA
09.1989 - 01.2022
- Oversees branch operations in two locations.
- Managed team members with 25-30 daily outbound calls, exceeded membership branch plan by 32.5 % as well as each team member exceeding their individual plans.
- Directs and supports Team Member goal setting, team performance, feedback, training, evaluation and performance documentation.
- Drives for results through direct sales and supervision of assigned branch to achieve assigned goals.
- Directs and supports building performance organization with heart through efficient performance management, setting clear performance and career development expectations, and acting on tough performance issues early with managerial courage.
- Pulls and distributes sales reports for tracking and performance measurements.
- Assumes full managerial responsibility of branches in absence of manager.
- Ensures compliance with AAA policies, procedures, standards and regulations.
- Coordinates scheduling of facility request within assigned budgets for branches, including but not limited to, security, office supply, and building maintenance.
- Applies and enforces AAA conduct and performance policies and implements corrective actions as needed.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security and handled incidents calmly.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Education
GED -
Salinas High School
Salinas, CA08.1992
Skills
- Recruiting and interviewing
- Employee performance evaluations
- Business administration
- Budgeting
- Training
- Sales growth
- Profit & Loss
- Strategic planning
- Operations management
- Business planning
- Staff Management
- Google Drive
Accomplishments
- Supervised team of 18 staff members.
- Property/Casualty/life/Health licensed
- Subject matter expert in DMV, branch audits, training, Travel, Life and Implementation of new California privacy laws.
- Exceeded new member plan in 2021 by 32.5% with effective coaching and mentoring of team members to complete VRO consistently with accuracy and efficiency.
Certification
- Presidents award for exceeding volunteer hours.
- Certified Professional Selling Skills.
- California Privacy ID Champion.
Timeline
Assistant Manager
AAA NCNU
09.1989 - 01.2022
GED -
Salinas High School
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