Sheila Gonzalez
Fort Lauderdale,FL
Summary
Proven leader with a track record of enhancing customer satisfaction and driving sales at Wristband Specialty. Expert in operations management and team motivation, I excel in fostering client relationships and mentoring staff for peak performance. Achieved significant revenue growth through strategic initiatives, showcasing exceptional customer service and leadership skills. 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
10
10
years of professional experience
Work History
Assistant Manager
Wristband Supply LLC
06.2021 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Developed strategy to increase sales and drive profits.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Created new workshops and one on one training to refresh customer service and sales team.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Account Manger
Wristband Supply LLC
10.2014 - 06.2021
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Analyzed key competitors to respond to competitive threats.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Assist with the creation and development of the Latin America division.
- Built relationships with customers and community to promote long term business growth.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Negotiated prices, terms of sales and service agreements.
- Managed a book of business of $1.3 million dollars annually.
Education
Certification - Human Resources Management
Florida Atlantic University
Boca Raton, FL08.2018
Bachelor of Science - Social Sciences
University of Puerto Rico - Mayaguez
Mayaguez, PR06.2014
Skills
- Customer Relations
- Team motivation
- Product and service knowledge
- Staff Training and Development
- Staff Supervision
- Staff Management
- Customer rapport
- Operations Management
- Recruiting and interviewing
- Customer Relationship Management (CRM)
- Customer Service
- Team Leadership
Languages
Spanish
Native or Bilingual
Timeline
Assistant Manager
Wristband Supply LLC
06.2021 - Current
Senior Account Manger
Wristband Supply LLC
10.2014 - 06.2021
Certification - Human Resources Management
Florida Atlantic University
Bachelor of Science - Social Sciences
University of Puerto Rico - Mayaguez
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