Patricia Torchia
Summary
Dynamic professional with a proven track record at Dr. Robert Burke, excelling in customer service management and problem-solving. Demonstrated leadership qualities and expertise in budgeting and finance, significantly enhancing client satisfaction and operational efficiency. Skilled in fostering professional growth and implementing effective strategies for customer retention and financial accuracy.Self taught most of job functions,not afraid to ask question,will take the initiative and will always encourage and except constructive criticism
Overview
11
11
years of professional experience
Work History
Front Desk Manager
Dr Robert Burke
03.2024 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Managed front desk maintenance of client records and lab data.
- Handled high-volume phone calls with professionalism, redirecting inquiries to appropriate departments while maintaining excellent customer service standards.
- Resolved customer complaints effectively by listening attentively, empathizing with their concerns, and providing prompt solutions tailored to individual needs.
- Implemented an organized filing system, facilitating quick access to important documents and improving overall productivity.
Customer Accounts Manager
Arrons
04.2022 - 04.2024
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Sales Associate
Joe Tehans Furniture
01.2018 - 03.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
Merchandising Specialist
Acosta
07.2013 - 01.2018
- Implemented planogram updates, ensuring products were displayed according to company guidelines for maximum exposure.
- Arranged merchandise in alignment with store planogram.
- Reduced shrinkage rates by conducting thorough inventory checks and addressing discrepancies promptly.
- Assembled quarter and full-size point of purchase promotional displays.
- Analyzed sales data to determine optimal product placement and inventory levels, maximizing profitability.
- Developed partnerships with internal groups such as packaging, visual, and e-commerce.
- Inspected merchandise for quality and arranged proper display location on floor.
- Communicated merchandising needs to store manager.
- Streamlined in-store processes by implementing efficient merchandise receiving, processing, and replenishment systems.
- Updated pricing and signage to complete product displays and educate customers.
- Answered customer questions regarding store merchandise, department information, and pricing.
Education
Associate of Arts - General Studies
Mvcc
Utica, NY05.2019
Skills
- Customer Service
- Check-in and Check-out Procedures
- Problem-solving skills
- Problem-Solving
- Customer service expertise
- Leadership Qualities
- Budgeting and finance
- Shift Scheduling
- Customer Service Management
- Front Desk Supplies Management
- Documentation And Reporting
Timeline
Front Desk Manager
Dr Robert Burke
03.2024 - Current
Customer Accounts Manager
Arrons
04.2022 - 04.2024
Sales Associate
Joe Tehans Furniture
01.2018 - 03.2022
Merchandising Specialist
Acosta
07.2013 - 01.2018
Associate of Arts - General Studies
Mvcc
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