Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Patricia Brito

Miami

Summary

Dedicated and results-driven Customer Service Manager with over twenty years of experience in leading teams to deliver exceptional service and achieve business goals. Known for meticulous project planning and a detail-oriented approach, ensuring every aspect of customer interactions is handled with precision and care. Demonstrates a strong work ethic and unwavering dependability, consistently going above and beyond to meet and exceed expectations. Proven ability to resolve complex issues, enhance customer satisfaction, and drive team performance through effective leadership and communication. Committed to fostering a positive and productive work environment, with a track record of improving service quality and operational efficiency.

Overview

22
22
years of professional experience

Work History

Customer Service Manager

Winn Dixie
01.2018 - 10.2024
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.

Assistant Manager of Operations

Staples
05.2013 - 12.2017
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
  • Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Drive sales and services in the store.
  • Establish customer relationships to build loyalty and provide total solutions to meet customer needs.
  • Ensure the store is ready for business and meets customer expectations.
  • Develop a high-performing team focused on providing an exceptional store experience.
  • Coach, train, and role-play with team members to deliver results.
  • Provide strong leadership in community, customer service, sales, and team development.
  • Assist with delegating operational tasks in partnership with the General Manager.
  • Shared responsibility for total store operations and cost control.
  • Act as the Floor Leader, ensuring the store culture embodies Staples' values and commitment to the community.
  • Provide direction for merchandising opportunities within the store.
  • Establish a business cadence for sales readiness and execution of store operations.

Assistant Manager

Walgreens
08.2007 - 04.2013
  • Oversee daily store operations, including opening and closing procedures.
  • Manage inventory levels, order supplies, and ensure merchandise is properly stocked and displayed.
  • Ensure compliance with company policies and procedures, including safety and security measures.
  • Assist in recruiting, training, and developing store staff.
  • Lead and motivate the team to achieve sales goals and maintain high standards of performance.
  • Conduct performance evaluations and provide feedback.
  • Oversee daily store operations, including opening and closing procedures.
  • Manage inventory levels, order supplies, and ensure merchandise is properly stocked and displayed.
  • Ensure compliance with company policies and procedures, including safety and security measures.
    Interact with vendors to order seasonal and basic merchandise.
  • Ensure timely receipt and proper stocking of products.

Sales Associate

JCPenney
11.2002 - 06.2007
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Managed efficient cash register operations.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Engaged with customers to build rapport and loyalty.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Solved customer challenges by offering relevant products and services.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Paid attention to detail while completing assignments.

Education

Bachelor of Arts - Business Administration

Florida International University
Miami, FL

Associate of Arts - Elementary Education

Miami Dade College
Miami, FL

Skills

  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Excellent time management skills
  • Training and mentoring
  • Adherence to high customer service standards
  • Provided bilingual support in English and Spanish
  • Meticulous project planning skills

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Manager

Winn Dixie
01.2018 - 10.2024

Assistant Manager of Operations

Staples
05.2013 - 12.2017

Assistant Manager

Walgreens
08.2007 - 04.2013

Sales Associate

JCPenney
11.2002 - 06.2007

Bachelor of Arts - Business Administration

Florida International University

Associate of Arts - Elementary Education

Miami Dade College

Similar Profiles

CREATE PROFILE
Patricia Brito