Susana Luna
San Diego,CA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team Compassionate and motivated professional with a strong background in team leadership, operations, and customer care. Equipped with critical thinking, adaptability, and strong communication skills, with a passion for supporting others and working in service-oriented roles. Seeking to transition into healthcare as a Medical Assistant, bringing proven skills in collaboration, attention to detail, and care-driven service. Fluent in English and Spanish, ready to provide culturally competent care and contribute to high-quality patient outcomes.
Overview
15
15
years of professional experience
Work History
Assistant Manager
Carter's
San Diego, CA
10.2021 - 01.2025
- Established processes for monitoring customer satisfaction levels.
- Delegated work to staff, setting priorities and goals.
- Monitored employee attendance records, timekeeping, and payroll information.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Collaborated with management on developing strategic plans for achieving business goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Analyzed business performance data and forecasted business results for upper management.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Supervised daily operations including scheduling shifts, assigning duties.
Co Manager
Ann Taylor Factory
San Diego
03.2019 - 08.2021
- Conducted performance evaluations, providing feedback and coaching for team development.
- Managed day-to-day activities such as scheduling shifts, assigning tasks, and evaluating progress.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Analyzed financial data to identify areas of improvement and implement strategies to increase profitability.
- Ensured safety protocols were followed at all times.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Analyzed sales data to identify trends and areas for improvement.
- Monitored daily operations to ensure efficient workflow.
- Responsible for training and supervising staff, delegating tasks, and resolving customer complaints.
- Recruited new staff members through job postings, interviews, and references checks.
Vault Shipping Receiving Teller
Garda World Cash Logistics
San Diego, CA
06.2016 - 02.2019
- Reported daily averages and shortages to operations department.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Maintained confidentiality of bank records and client information.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Maintained accurate records of all transactions for compliance purposes.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Worked with cross-functional teams to achieve goals.
Cashier Team Lead
Dick's Sporting Goods, Inc
CA
09.2014 - 05.2016
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Assisted cashiers with resolving customer complaints and inquiries.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Coordinated with other departments when additional support was needed during peak hours.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Greeted customers promptly and responded to questions.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Participated in weekly meetings to discuss upcoming promotions, initiatives, and strategies.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
Sales Lead Keyholder
DSW Shoe Warehouse
San Diego, CA
09.2009 - 08.2014
- Handled customer inquiries and complaints with professionalism and patience.
- Greeted customers and provided assistance with product selection.
- Handled returns and exchanges according to company policies.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Created monthly reports for management regarding sales performance and customer feedback.
- Performed opening and closing duties including counting cash drawers and preparing bank deposits.
- Provided feedback on employee performance evaluations as needed by management team members.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
Skills
- Team leadership
- Operations Management
- Workday
- Tableau desktop
- Microsoft Word
- Multitasking
- Friendly, positive attitude
- Fluent in Spanish
- MS office
- Communication
- Chrome
- Excel
- Time management
- Customer service
- Orientating and training
- Recruitment and hiring
- Team motivation
- Employee performance evaluations
- Coaching and mentoring
Languages
Spanish
Timeline
Assistant Manager
Carter's
10.2021 - 01.2025
Co Manager
Ann Taylor Factory
03.2019 - 08.2021
Vault Shipping Receiving Teller
Garda World Cash Logistics
06.2016 - 02.2019
Cashier Team Lead
Dick's Sporting Goods, Inc
09.2014 - 05.2016
Sales Lead Keyholder
DSW Shoe Warehouse
09.2009 - 08.2014