Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosa Clark

Culpeper,VA

Summary

Goal-oriented Customer Service Manager with 10 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.

Overview

14
14
years of professional experience

Work History

Customer Service Manager (CSM)

Food Lion
Marshall, VA
01.2024 - Current
  • Manage all Front End operations including Service Center, Self-Checkout and Food Lion To-Go , if applicable
  • Hire, train, and develop associates to meet department needs
  • Facilitating training and orientations for new hires
  • Ensures compliance with local, state and federal regulations
  • Provide ongoing performance management training and conduct timely formal performance appraisals for direct reports
  • Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture
  • Evaluating and resolving staff complaints and conflicts
  • Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations

Front Desk Manager

Hampton Inn
Warrenton, VA
11.2021 - 01.2024
  • Provide professional and personalized interaction with guests throughout the check-in/check-out process
  • Answer basic property questions and provide information regarding rooms, restaurants, and entertainment for the guests
  • Ensure all hotel staff comply with operational and service standards, in addition to hotel policies and
    procedures
  • Training and developing hotel staff to achieve their career goals and become more successful in their
    roles
  • Helping resolve guest complaints and booking and billing issues
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.

General Manager

McDonald's
Fredericksburg, VA
02.2015 - 11.2021
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Assisted in recruiting, hiring and training of team members.

Sales Associate

Macy's
Virginia Beach, VA
10.2011 - 02.2015
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.

Education

High School Diploma -

Green Run High School
Virginia Beach, VA
06.2011

Skills

  • Team building and leadership
  • Excellent time management skills
  • Conflict resolution techniques
  • Staff education and training
  • Problem-solving
  • Handling escalations
  • Positive and constructive feedback
  • New hire training
  • Training and coaching

Timeline

Customer Service Manager (CSM)

Food Lion
01.2024 - Current

Front Desk Manager

Hampton Inn
11.2021 - 01.2024

General Manager

McDonald's
02.2015 - 11.2021

Sales Associate

Macy's
10.2011 - 02.2015

High School Diploma -

Green Run High School

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