Reyna Dunivant
New Braunfels,TX
Summary
Resourceful retail manager with 15+ years of experience in leadership roles, specializing in team management and customer service excellence. Proven track record in training and developing staff, enhancing operational efficiency, and driving sales growth. Demonstrated ability to create positive customer experiences while ensuring compliance with company policies. Skilled in merchandising and promoting loyalty programs, fostering a culture of integrity and safety within the workplace.
Overview
30
30
years of professional experience
Work History
Coordinator / Key Holder
Sierra
08.2025 - Current
- Act as Manager on Duty, ensuring adherence to company policies and procedures.
- Ensure Associates adhere to all operational procedures and execute opening/closing procedures according to guidelines.
- Communicate effectively with management and Associates regarding priorities and progress updates.
- Provide feedback, recognition, and coaching to Associates..
- Promote credit and loyalty programs and support shrink reduction goals.
- Developed and maintained relationships with stakeholders to align project goals and expectations.
Assistant Store Manager (ASM)
The TJX Companies, Inc.
05.2023 - 08.2025
- Take an active role in training and mentoring Associates on established merchandising and processing principals using appropriate company resource and tool.
- Maintain all organizational, cleanliness and recovery standard for the backroom area according to established company procedures.
- Ensures adherence to all labor laws, policies, and procedures.
- Promote credit and loyalty programs during customer interactions.
- Support and participate in store shrink reduction goals and programs.
- Promote safety awareness and supports maintenance of a risk-free environment.
- Developed training programs for new staff, enhancing team performance and service quality.
Election Assistant II
Los Angeles County Registrar-Recorder/County Clerk
10.2023 - 12.2023
- Assist in developing training courses related to election processes by determining course content, preparing training outline, and determining the need for and kind of training visual aids.
- Prepare audio/visual equipment for training.
- Conduct training for election workshops.
- Assist in the designing, planning and organization of election workshops.
- Schedules, secures training rooms, and conducts election training classes.
- Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
- Conduct orientation for potential poll workers.
- Monitor, evaluate, and/or record training activities and/or program effectiveness.
- Assist in the development of alternative training methods if expected improvements are not seen.
- Assist in analyzing, training needs to develop new training programs or modify and improve existing programs.
- Drive to training locations to conduct training sessions. Deliver, set up and break down training materials.
- Managed voter registration processes to ensure accuracy and compliance with local regulations.
Warehouse Technician / Election Assistant
Tad PGS, Inc /Smartmatic
08.2022 - 01.2023
- Assist with the moving, recording and preparation of materials and parts to be used during the collection and repair of computer related equipment.
- Preparation of warehouse areas for project stages, Moving carts, pallets, and other supplies in the warehouse, Auditing of parts quantity and storage recording.
- Assistance with collecting materials, preparation of equipment, removal, and replacement of damaged parts on equipment.
- Testing and verification of equipment that has been repaired.
- Proven analytical and problem-solving abilities, Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal and oral communication skills.
- Skilled at working within a team-oriented, collaborative environment.
- Ability to present ideas and solutions in business-friendly and user-friendly language.
- Highly self-motivated and self-driven.
- Conducted inventory audits to ensure accuracy and maintain stock levels.
Encoder
ENCODER, DHL ECOMMERCE
07.2022 - 08.2022
- Data Entry & Scanning: Manually or automatically scanning mail and parcels to capture data such as weight, destination, and tracking numbers.
- Encoding: Inputting relevant package data into DHL's systems to register them in the network.
- Station Maintenance: Setting up and maintaining the encoder station, including tools and equipment.
- Production Targets: Meeting daily and weekly production goals to ensure efficient movement of shipments.
- Quality Control: Verifying scanning accuracy and identifying any data discrepancies or damaged labels.
PSE Mail Processing Clerk (Seasonal)
United States Postal Service
11.2021 - 01.2022
- Operate and monitor automated mail processing equipment to sort incoming and outgoing mail.
- Load mail onto and off of equipment, such as sorting machines and trucks.
- Cull out non-processable mail and clear equipment jams.
- Ensure accuracy and completeness of mail processing activities.
- Load, unload, and move heavy mail sacks and packages.
- Carry mail to distribution areas and load mail onto trucks.
- Perform duties while standing for extended periods.
- Prepare and organize the work area with necessary materials, such as labels and trays.
- Maintain a clean and safe work environment.
- Provide service to the public at a service window for non-financial transactions.
- Answer customer inquiries and issues in a professional manner.
- Perform data entry and maintain records of mail processing activities.
- Assist with dispatch and transportation of mail as needed.
Call Center Customer Service Representative
Workmen's Auto Insurance Company
10.2018 - 09.2019
- Received and managed large volumes of inbound calls, emails, and chats to address customer questions and provide information on products/services.
- Researched and resolved customer issues, complaints, and technical problems related to products, services, or accounts.
- Accurately documented customer interactions, feedback, and account information into the CRM or database systems.
- Employed relationship-building techniques to handle difficult or disgruntled customers, aiming to resolve issues and retain their business.
- Consistently met or exceeded key performance indicators (KPIs), such as call handling times, first-call resolution rates, and customer satisfaction scores.
- Provided technical support to customers, assisting with issues related to products or software as needed.
- Identified opportunities to cross-sell or upsell relevant products and services based on customer needs.
- Identified and escalated complex or unresolved customer issues to the appropriate management or specialized teams.
Customer Call Center Representative
AAA Southern California
02.2018 - 09.2018
- Membership Services: Processing new memberships, renewals, and answering related questions.
- Roadside Assistance: Taking calls for emergency roadside service, assessing situations, and coordinating with providers.
- Travel Support: Assisting with trip planning, providing Tripp Tiks, and selling attraction tickets.
- Product Sales: Promoting and selling AAA memberships, insurance, and other travel-related products and services.
- Customer Support: Resolving member complaints, providing information, and offering solutions.
Sales Manager
CarMax
02.2016 - 10.2017
- Coach 60 - 70% of time is spent in coaching and developing Sales Consultants. Lead through developing a commissioned sales team (10+ direct reports, 60+ indirect reports) lead teams to achieve sales, ensure efficiency and to be successful in our FY focus areas.
- Develop skills and product knowledge of Sales Consultants through training, evaluation, and role play; develop talent into Management roles.
- Select and attract, hire and on-board world-class Sales Professionals who are well prepared to provide exceptional customer service.
- Analyze & Track sales performance to assigned budget, conversion, compliance, and Sales Consultant staffing and hiring targets.
- Problem Solve and empowered to resolve issues that may occur during the execution process.
- Scheduled 70 plus sales consultants utilize Kronos.
Branch Manager
State of Maryland
09.1998 - 11.2014
- Implemented the administrative direction for Parkville branch and maintained managerial supervision to subordinates at a full service MVA office by being a subject-matter expert of all Maryland Motor Vehicle laws, regulations and policies.
- Prepared various statistical reports, maintain branch budget for Parkville branch and to ensure currency is utilized and allocated as needed.
- Ensure efficient and accurate service is providing to the public, which includes good customer service assigning, evaluating and coaching subordinates.
- Initiated the professional development, selection and promotions of my designated staff, at the same time assessing performance evaluations and progressive discipline.
- Overseeing the supervision of employees, holding them accountable for work performance, customer service issues and monitor work flow to maintain customer demand, while ensuring the flawless execution of all policy and procedures, Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment, Strong interpersonal and oral communication skills.
- Skilled at working within a team-oriented, collaborative environment, Ability to present ideas and solutions in business-friendly and user-friendly, Highly self-motivated and self-dire.
- Analyzes trends in reported problem calls and implements improvements, Develops installation and operational procedures, office automation solutions and quality assurance standards, Develops and conducts formal and informal end user technical orientation and training involving new hardware and/or software capabilities and may provide technical training to employees.
- Developed and implemented strategic plans to enhance customer service and community engagement.
Operations Manager
Circuit City
09.1995 - 09.1998
- Assist Store Manager in the daily operation of a retail department store by planning, directing and coordinating work assignments and assisting customers on a daily basis to ensure efficient and accurate service is providing to the public.
- Managed employees, holding them accountable for work performance, customer service issues and monitor work flow to maintain customer demand, while evaluated customer agents for satisfactory work performance and recommended pay raises.
- Prepared and audited reports to ensure the accurate receiving and reconciliation of inventory. Assist law enforcement when dealing with fraudulent credit purchases. Represent company at court proceeding.
- Streamlined operational processes to enhance efficiency and reduce costs.
Education
General Studies - College
Harford Community College
Bel Air, MD05.2012
General Studies - High School
Bell Senior High School
Bell, CA01.1986
Skills
- Assistant manager experience
- Retail management
- Training & development
- Merchandising
- Sales
- Cash handling
- Supervising experience
- Management
- Cash register
- Leadership
- Shift management
- Customer service
- Sales management
- Communication skills
- Pricing
- Retail sales
- Team management
- Store management
- Multitasking and organization
- Decision-making
- Data entry
Languages
Spanish
Native or Bilingual
Timeline
Coordinator / Key Holder
Sierra
08.2025 - Current
Election Assistant II
Los Angeles County Registrar-Recorder/County Clerk
10.2023 - 12.2023
Assistant Store Manager (ASM)
The TJX Companies, Inc.
05.2023 - 08.2025
Warehouse Technician / Election Assistant
Tad PGS, Inc /Smartmatic
08.2022 - 01.2023
Encoder
ENCODER, DHL ECOMMERCE
07.2022 - 08.2022
PSE Mail Processing Clerk (Seasonal)
United States Postal Service
11.2021 - 01.2022
Call Center Customer Service Representative
Workmen's Auto Insurance Company
10.2018 - 09.2019
Customer Call Center Representative
AAA Southern California
02.2018 - 09.2018
Sales Manager
CarMax
02.2016 - 10.2017
Branch Manager
State of Maryland
09.1998 - 11.2014
Operations Manager
Circuit City
09.1995 - 09.1998
General Studies - High School
Bell Senior High School
General Studies - College
Harford Community College