SHILPA KUMAR
San Bruno,California
Summary
8+ years of successful customer service and management experience. Results-oriented Management Trainee driven to consistently exceed objectives in sales, service and operations. History of providing high-quality support to customers and staff alike. Focused on continuous professional development and process improvements.
Overview
11
11
years of professional experience
Work History
Management Trainee
Enterprise Rent-A-Car
San Bruno, CA
04.2022 - Current
- Explained services and products to customers in friendly and engaging way.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts.
- Shouldered management responsibilities during absence of manager.
- Assisted established management staff with operational oversight, business development and process improvement strategies.
- Resolved escalated concerns using professionalism and understanding of facets of issue.
- Excelled in every store position and regularly backed up front-line staff.
- Created internal control of day-to-day transactions and punctually opened and closed business.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Administrative Assistant
Sixt Rental Car
San Francisco, CA
07.2021 - 02.2022
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Coached new employees on administrative procedures, company policies and performance standards.
Customer Service Representative
Hertz
San Francisco, CA
08.2019 - 07.2021
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Provided information to customers regarding Hertz loyalty program and helped to open and activate new accounts
- Boosted sales revenue by skillfully promoting diverse product and service options
- Mentored new hires, resulting in stronger staff development and increased productivity
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service
- Offered departmental administrative support
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
Universal Banker
Bank Of The West
San Mateo, CA
08.2020 - 10.2020
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Maintained teller drawer to perform bank transactions.
- Collected member loan payments.
- Maintained friendly and professional customer interactions.
Customer Service Agent
Hallmark Aviation Services
San Francisco, CA
03.2017 - 06.2019
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Contributed to company achieving and holding industry-leading customer service ratings
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Mentored new hires, resulting in stronger staff development and increased productivity
Food Service Attendant
RASA Contemporary Indian Restaurant
Burlingame, CA
06.2015 - 07.2016
- Provided high level of assistance to customers during special events and functions, including fundraisers and private parties.
- Monitored dining room inventory and replenished as necessary.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Led and directed team members on effective methods, operations and procedures.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Floor Supervisor
Westin Hotels & Resorts
Millbrae, CA
08.2012 - 07.2015
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Submitted reports to senior management to aid in business decision-making and planning.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Beauty Consultant Sales Representative
Macy's
Daly City, CA
03.2011 - 07.2012
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened and closed store independently when needed and prepared nightly bank drop for manager.
Education
Bachelor of Science - Business Administration And Management
San Francisco State University
San Francisco, CA06.2019
Associate of Science - Communication Studies
Skyline College
San Bruno, CA06.2017
Associate of Science - Business Administration
Skyline College
San Bruno, CA06.2015
Skills
- Detail oriented
- Customer Service
- MS Excel
- Microsoft Word
- Managing Operations and Efficiency
- Administration and Reporting
- Employee Coaching and Motivation
- Time management
- Strong multi-tasking skills
- Interpersonal awareness
Timeline
Management Trainee
Enterprise Rent-A-Car
04.2022 - Current
Administrative Assistant
Sixt Rental Car
07.2021 - 02.2022
Universal Banker
Bank Of The West
08.2020 - 10.2020
Customer Service Representative
Hertz
08.2019 - 07.2021
Customer Service Agent
Hallmark Aviation Services
03.2017 - 06.2019
Food Service Attendant
RASA Contemporary Indian Restaurant
06.2015 - 07.2016
Floor Supervisor
Westin Hotels & Resorts
08.2012 - 07.2015
Beauty Consultant Sales Representative
Macy's
03.2011 - 07.2012
Bachelor of Science - Business Administration And Management
San Francisco State University
Associate of Science - Communication Studies
Skyline College
Associate of Science - Business Administration
Skyline College