Steven Diaz-Guzman

• Serve as a key holder, supporting opening and closing procedures and assuming operational responsibility when Department management is unavailable.
• Led daily store operations across customer service, grocery, cash office, inventory, receiving, and administrative functions, ensuring seamless execution and customer satisfaction.
• Review and analyze P&L, sales, productivity, labor, and business performance reports to identify trends, discrepancies, and opportunities for improvement.
• Compare business results against expectations and communicate findings and opportunities to store leadership.
• Manage extensive back-office paperwork, administrative processes, and confidential associate documentation, ensuring records are accurate, complete, and organized.
• Perform detailed cash-office operations, including register balancing, cash reconciliation, deposits, Audits and, financial documentation.
• Balance TIDAL Safe while maintaining strict cash-control and security procedures.
• Oversee money services operations, including Money Orders, Western Union, lottery transactions, and other Customer Service financial services.
• Ensure all money-services protocols, verification procedures, transaction requirements, and security standards are consistently followed.
• Balanced lottery transactions to maintain accurate financial records. and maintain accurate records while ensuring compliance with company procedures.
• Process and resolve customer returns and refunds in accordance with company policies while protecting company assets.
• Resolved escalated customer concerns with sound judgment, balancing customer satisfaction with adherence to company policies and standards.
• Support Grocery operations by assisting with truck receiving, unloading and loading trucks, breaking down pallets, stocking merchandise, and maintaining inventory flow.
• Review and close truck bills/invoices, verifying merchandise and documentation for accuracy.
• Assist with inventory management, receiving, replenishment, supply organization, and identifying inventory discrepancies.
• Review and execute planograms, ensuring merchandise is properly positioned, stocked, signed, and presented according to company standards.
• Conduct department walks to evaluate sales-floor readiness, inventory levels, displays, planogram compliance, cleanliness, and overall store conditions.
• Ensure departments are recovered, stocked, organized, and ready for business.
• Trained, coached, and developed associates, delegating responsibilities and holding team members accountable to enhance team performance.
• Conduct associate huddles and communicate safety topics, operational priorities, company initiatives, and performance expectations.
• Maintain a strong focus on accuracy, accountability, policy compliance, and operational execution across financial, personnel, inventory, and customer-service responsibilities.
• Help prepare and manage associate schedules, balancing staffing needs, business demands, availability, and labor considerations to ensure appropriate coverage across departments.
• Coordinate schedule adjustments, call-outs, availability changes, and coverage needs while maintaining operational efficiency and customer service standards.

• Handled customer returns and complaints while working to resolve concerns and create a positive customer experience within company guidelines.
• Assisted customers with complex issues and escalated situations appropriately when management involvement was required.
• Greeted customers and resolved questions with product knowledge and courteous service.
• Supported Customer Service management with daily front-end operations, associate supervision, cash handling, and customer service.
• Resolved customer returns and complaints, enhancing customer experience within company guidelines.
• Addressed complex customer issues and escalated situations to management when necessary, ensuring effective resolution.
• Trained and coached associates on customer service standards, cash handling, money services, and company procedures.
• Engaged customers warmly to enhance their shopping experience. and resolved questions with product knowledge and courteous service.
• Processed cash, card, and coupon transactions accurately at register.
• Maintained clean, organized checkout areas and front-end service stations.
• Supported front-end workflow by coordinating bagging, carryout, and line flow.
• Trained new associates on customer service standards and checkout procedures.
• Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.

• Delivered accurate, efficient, and friendly customer service in high-volume retail environment, contributing to a positive shopping experience and customer loyalty.
• Processed cash, credit, debit, and other transactions while maintaining strong accuracy and following company procedures.
• Supported grocery stocking, truck unloading, merchandise handling, supply breakdown, recovery, and sales-floor organization to ensure product availability and enhance customer shopping experience.
• Kept checkout area clean, organized, and customer-ready to facilitate smooth transactions and improve customer satisfaction.
• Built a strong foundation in Publix operations and customer service before progressing into leadership positions.

Relevant Coursework: Introduction to Business (GEB 1011) • Financial Accounting (ACG 2021C) • Computer Applications & Business Technology • Business Communications