Suerina Pierini
Citrus Heights,CA
Summary
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
18
18
years of professional experience
1
1
Certification
Work History
Manager Contact Experience Center sales & service
First Tech Federal Credit Union
05.2016 - 09.2024
- Resolved customer inquiries and complaints within 24 hours, enhancing satisfaction scores by 10% within 1 month through effective communication and problem-solving
- Resolved irate customer concerns while using it as a training opportunity to develop agent's active listening and empathy skills
- Hire, train, and develop customer service representatives to achieve sales and service goals while delivering a memorable customer experience
- Conducted regular training workshops on effective communication, which improved team collaboration and reduced conflict resolution time by 30%
- Recommended and delivered performance warnings once alternatives were not successful while fostering mutual respect and encouragement to improve in the needed areas
- Foster a positive team environment and motivate staff
- Streamlined communication processes to foster transparency among departments.
- Conducted performance evaluations to identify areas for employee growth.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Adapted to 20+ web-based systems, including Salesforce and Pega, enhancing team efficiency
District Manager
Ace Cash Express
03.2008 - 04.2016
- Conducted performance evaluations and provided constructive feedback, while providing clear direction and recommending additional training on how to achieve the desired outcome
- Assign tasks, prioritizing workload, and managing schedules while ensuring accuracy and building engagement by communicating company goals to drive momentum
- Address employee concerns and performance issues
- Directed activities to implement institution's policies, procedures, and practices concerning cashing customer checks, visa card sales, and payday loan compliance
- Trained, developed, and motivated employees to achieve productivity in sales and company compliance
- Increased revenue by 10% each month by building strategic relationships with local businesses, enhancing community engagement within 6 months
- Developed a structured feedback system that improved team performance and morale, leading to a more cohesive and motivated workforce
Check Out Supervisor
Sam's Club
03.2007 - 12.2007
- Supervised 8 to 14 employees, scheduled work hours, resolved conflicts, and determined salaries.
- Corrected errors and responded to complaints.
- Assisted subordinates in performing duties.
- Assigned duties and examined work for exactness, neatness and conformance to policies and procedures.
Education
General Education Diploma -
Adult School Wintersein
Sacramento03.2009
Skills
- Compliance
- Conflict Resolution
- Customer Service
- Data Analytics
- Leadership
- Mentoring
- Performance Evaluation
- Sales
- Supervision
- Team Management
- Time Management
- Training
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Task delegation
- Goal setting
- Relationship building
- Strategic planning
- Operations management
Certification
- DISC Certified, First Tech Federal Credit Union
- Six Sigma Certified, First Tech Federal Credit Union
- Strength Quest Certified, First Tech Federal Credit Union
Awards
Highest Team Quality Assurance Scores Of 4.95, 12/01/23, First Tech Federal Credit Union
Timeline
Manager Contact Experience Center sales & service
First Tech Federal Credit Union
05.2016 - 09.2024
District Manager
Ace Cash Express
03.2008 - 04.2016
Check Out Supervisor
Sam's Club
03.2007 - 12.2007
- DISC Certified, First Tech Federal Credit Union
- Six Sigma Certified, First Tech Federal Credit Union
- Strength Quest Certified, First Tech Federal Credit Union
General Education Diploma -
Adult School Wintersein
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