Raquel Hightower
Long Beach,CA
Summary
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
11
11
years of professional experience
Work History
Assistant Manager
Valvoline
06.2021 - 06.2024
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Launched quality assurance practices for each phase of development
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Call Center Representative
Los Angeles, CA
06.2016 - 06.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Housekeeper
Hilton-Downey, CA
07.2013 - 06.2016
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Adhered to professional house cleaning checklist.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Verified cleanliness and organization of storage areas and carts.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Washed and put away kitchen dishes, utensils and glassware.
- Handled requests for extra linens, toiletries and other supplies.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
Education
High School Diploma - undefined
David Starr Jordan High School
Long Beach, CA01.2013
Skills
- Computer skills
- Vehicle Maintenance
- Housekeeping (2 years)
- Customer service
- Call Center (2 years)
- Warehouse (3 years)
- Security (2 years)
- Customer Service (5 years)
- Microsoft Word
- Microsoft Outlook
- Microsoft Powerpoint
- Order entry
- Administrative experience
- Time management
- Office experience
Personal Information
Relocation: Anywhere
Timeline
Assistant Manager
Valvoline
06.2021 - 06.2024
Call Center Representative
Los Angeles, CA
06.2016 - 06.2021
Housekeeper
Hilton-Downey, CA
07.2013 - 06.2016
High School Diploma - undefined
David Starr Jordan High School
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