Selina Rivera
Homewood,IL
Summary
Dedicated Account and Operations Manager with great success at handling high volume accounts and tough customers. Extensive history of working hard to achieve and exceed expectations. Smoothly equip employees to independently handle daily functions and meet customer needs. I will make an asset to any team and look forward to learning more with Windy City Cannabis.
Overview
11
11
years of professional experience
Work History
Dispensary Associate
WCCC Homewood, LLC
07.2023 - Current
- Greeted customers and offered assistance with product recommendations for increased customer satisfaction.
- Processed orders on POS system and accepted cash and charge payments with little errors.
- Ensured check in process was up to compliance while making all guests feel at ease.
- Prioritized tasks to meet tight deadlines, helped to assist team of others with project duties such as final tear down of the store before remodel.
- Worked varied hours to meet seasonal and business needs including working new locations when needed.
Telephone Response Technician
Optics Planet
03.2021 - 05.2022
- Qualified phone operator with multiple years of experience in the customer service field
- Provided excellent customer service and administrative support
- Cultivated long-term relationships with clients to accurately quote pricing on multiple items available for purchase, met multiple sales goals asked of quarterly
- Responsible for addressing customer concerns and expediting resolutions for issues
- Perform multiple tasks remotely that included contacting customers for payment or address issues
- Assisted in training newer representatives on the operating system
- Pushed new promotions or products as requested
Account Manager
Scanwell Logistics
10.2017 - 11.2020
- Streamlined operational efficiencies by developing and implementing customer service protocols and standards
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals increased sales by 10%
- Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives
- Managed budgeting, forecasting and performance for all accounts
- Secured long-term accounts by identifying client need, providing recommendations when issues did arise and delivering shipments on time.
Operations Manager
Comfort Suites
07.2013 - 07.2017
- Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases
- Kept team on track by assigning and supervising their activities and giving constructive feedback
- Recruited, hired, and trained crew, mentored all new employees, demonstrating best methods for servicing clients and guests
- Aided senior leadership during executive decision making
- Planned stock quantities according to marketplace demand and sales forecasting
Front Desk Clerk
Motel 6 Hotel
06.2012 - 07.2013
- Responded to customer inquiries, and transferred calls to appropriate staff members or customers
- Shared information on entertainment, sporting events in nearby areas and made reservations, boosting local tourism
- Managed complaints and rectified issues to complete satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Entered and updated sensitive customer information during check-ins and room changes
Skills
- 15 years Customer Service Experience
- 6 years Management experience
- Able to learn new systems and procedures quickly
- Excel proficiency
- Ability to Generate Reports for Accuracy
- Order Fulfillment
Timeline
Dispensary Associate
WCCC Homewood, LLC
07.2023 - Current
Telephone Response Technician
Optics Planet
03.2021 - 05.2022
Account Manager
Scanwell Logistics
10.2017 - 11.2020
Operations Manager
Comfort Suites
07.2013 - 07.2017
Front Desk Clerk
Motel 6 Hotel
06.2012 - 07.2013
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