SERENA SENA
benbrook
Summary
Dynamic leader with a proven track record at Hot Topic, excelling in operations management and team leadership. Skilled in elevating customer service standards and staff development, resulting in enhanced team performance and customer satisfaction. Expertise in strategic planning and complex problem-solving, achieving significant improvements in efficiency and productivity.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
6
6
years of professional experience
Work History
Manager
Hot Topic
03.2024 - 11.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Customer Service Representative
Walmart
06.2018 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Bachelor of Arts - Game Design
Full Sail University
Winter Park, FL06-2027
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Operations management
Accomplishments
- Supervised team of 12 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Native or Bilingual
Timeline
Manager
Hot Topic
03.2024 - 11.2024
Customer Service Representative
Walmart
06.2018 - 10.2023
Bachelor of Arts - Game Design
Full Sail University
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