Pauline Calandra
Summary
Dynamic Customer Service Manager at Mariano's with a proven track record in problem-solving and team collaboration. Enhanced service efficiency through innovative procedures and staff training, while managing payroll for 200 employees. I fostered strong relationships, driving customer satisfaction and operational excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Mariano's
09.2017 - Current
- Assisted in resolving customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to ensure timely responses to customer requests and concerns.
- Gained knowledge of company products and services to provide accurate information to customers.
- Supported the implementation of new customer service procedures to enhance overall efficiency.
- Monitored feedback from customers to identify areas for improvement in service delivery processes.
- Scheduling a staff of 60 employees which includes cashiers, courtesy associates and e-commerce personal.
- Also in charge of bookkeeper for a million dollar a week store and looking for inconsistencies
- In charge of payroll on a weekly basis for 200 employees
- Accountability for a store of 200 employees as far as write ups for call-offs, excessive tardies, no call no shows and in some cases terminations
Office Manager
Orthodontists
06.2003 - 09.2017
- Managed office operations, ensuring efficient workflow and resource allocation.
- Developed and implemented administrative procedures to enhance overall productivity.
- Monitored inventory supplies, facilitating timely procurement to avoid disruptions in operations.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Managed scheduling for staff and patient appointments, enhancing workflow efficiency.
- Implemented electronic health record systems, improving data accuracy and accessibility.
- Coordinated billing processes, ensuring timely payments and reducing discrepancies.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
Grocery Store Owner
Self-employed
06.1997 - 05.2003
- Oversaw daily operations, ensuring efficient inventory management and product availability.
- Developed strategic marketing plans to enhance customer engagement and drive sales growth.
- Implemented training programs to mentor staff, improving service quality and operational efficiency.
- Analyzed financial reports to identify cost-saving opportunities and optimize profitability.
- Established strong vendor relationships, negotiating favorable terms to reduce supply costs.
- Enhanced store layout and merchandising strategies to improve customer experience and increase foot traffic.
- Monitored compliance with health regulations, ensuring a safe shopping environment for customers and employees.
- Established a loyal customer base by consistently delivering excellent service and offering personalized shopping experiences.
- Managed day-to-day business operations.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
No Degree -
Loyola University of Chicago
Chicago, ILHigh School Diploma -
Resurrection High School
Chicago, IL06-1992
Skills
- Problem-solving
- Training and mentoring
- Complaint handling
- Positive attitude
- Teamwork and collaboration
- Reliability
- Relationship building
- Professional and courteous
- Microsoft outlook, word, and Excel
- Task delegation
- Scheduling coordination
- Customer service and assistance
Timeline
Customer Service Manager
Mariano's
09.2017 - Current
Office Manager
Orthodontists
06.2003 - 09.2017
Grocery Store Owner
Self-employed
06.1997 - 05.2003
No Degree -
Loyola University of Chicago
High School Diploma -
Resurrection High School
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