Summary
Overview
Work History
Education
Skills
Affiliations
Certification
References
Timeline
Generic

TONYA BACA

Thoreau,NM

Summary

Organized Assistant General Manager knowledgeable in recruiting staff and handling customer complaints. Creates and implements effective marketing and promotional campaigns to exceed company expectations. Oversees employee performance and tracks weekly progress to achieve defined objectives.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Assistant General Manager

Pilot Travel Centers
Jamestown, NM
06.2023 - Current
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Evaluated current processes within the store environment to identify areas of improvement.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
  • Prepared weekly schedules for staff members based on their availability.
  • Conducted regular performance evaluations for employees to ensure quality standards were maintained.
  • Collaborated with other departments within the organization to coordinate projects.
  • Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
  • Assisted in the recruitment process by conducting interviews with prospective candidates.
  • Provided training, guidance, and support to staff members on proper procedures and policies.
  • Motivated and led team members to work together to achieve targets.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Enhanced team engagement and performance with daily updates and informational meetings.
  • Delegated work to staff, setting priorities and goals.
  • Developed marketing plans to promote products or services offered by the company.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Managed store cash intake with high accuracy and prepared daily bank deposits.
  • Oversaw payroll preparation and administration for staff.
  • Identified customer needs and delivered relevant product solutions and promotions.
  • Developed and implemented effective strategies to maximize sales and profits.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Maintained accurate records of employee attendance, payroll information, sales figures.
  • Implemented safety protocols to protect both customers and employees from potential hazards.
  • Managed daily operations of the store, including scheduling and supervising staff.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Identified needs of customers promptly and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Supervisor

Pilot Travel Centers
Jamestown , NM
03.2023 - 06.2023
  • Verified employee timecards for accuracy prior to approval.
  • Monitored the daily activities of each cashier to ensure accuracy and efficiency.
  • Performed other tasks as assigned by management.100
  • Processed credit card payments and counted back change and currency with 100% accuracy rate.
  • Researched out-of-stock items to find additional inventory in other store locations.
  • Supervised and trained new cashiers on register operations, customer service, and POS software.
  • Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
  • Delegated work to staff, setting priorities and goals.
  • Directed and supervised staff performance.
  • Counted and balanced registers.
  • Verified customer age requirement for alcohol or tobacco purchases.
  • Provided feedback on staff performance and coached employees on ways to improve their job skills.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
  • Built and maintained working relationships with peers and upper management.
  • Increased likelihood of repeat business by building friendly relationships with customers.
  • Assisted with training new hires on proper cashiering techniques.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Implemented policies and procedures related to safety, security, merchandising displays.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.

PTF Clerk

USPS
Thoreau, NM
08.2013 - 06.2023
  • Sorted and placed mail into mailboxes with high levels of accuracy
  • Obtained signatures from recipients of registered and special delivery mail
  • Sorted incoming and outgoing mail, according to type and destination, by hand or by operating electronic mail-sorting and scanning devices
  • Answered questions regarding mail regulations and procedures, postage rates and post office boxes
  • Weighed letters and parcels, computed mailing costs based on type, weight and destination and affixed correct postage
  • Transported mail from one work station to another
  • Put undelivered parcels away, retrieved them when customers came to claim them and complete any related documentation
  • Kept money drawers in order and record and balance daily transactions
  • Certified and insure letters and parcels
  • Sold and collected payment for products such as stamps, prepaid mail envelopes and money orders
  • Rented post office boxes to customers
  • Completed forms regarding changes of address, or theft or loss of mail, or for special services such as registered or priority mail
  • Provided assistance to public in complying with federal regulations of Postal Service and other federal agencies
  • Cashed money orders
  • Checked mail ensured correct postage and that packages and letters are in proper condition for mailing
  • Responsible for daily deposits along with recording of the deposit with a registered number and seal
  • Checked mail ensured correct postage and that packages and letters are in proper condition for mailing
  • Monthly online training to ensure ones self is up to date with the most accurate training to provide the customers with the best customer service available as well as ensuring the safety of the USPS staff and customers.

Cashier

Pilot Travel Centers
Jamestown, NM
01.2023 - 03.2023
  • Processed sales transactions to prevent long customer wait times.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Worked closely with front-end staff to assist customers.
  • Used suggestive selling techniques to promote add-on sales.
  • Demonstrated product features to align with customer needs.
  • Ensured compliance with all safety regulations within the store environment.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Scanned items and checked pricing on cash register for accuracy.
  • Scanned merchandise using point-of-sale system for accurate purchase totals.
  • Greeted customers promptly and responded to questions.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Fostered relationships with customers to expand customer base and retain business.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Developed key customer relationships to increase sales.
  • Stocked shelves with merchandise when needed.
  • Followed company security procedures for handling large sums of money.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Collected payments and provided accurate change.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Maintained work area and kept cash drawer organized.
  • Built and maintained productive relationships with employees.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.

Counseling Assistant

GMCS
Thoreau, NM
08.2000 - 08.2012
  • Verified proper paperwork accuracy and checked for proper completion prior to enrolling student
  • Organized, reviewed and filed paperwork for secure recordkeeping
  • Greeted every parent and student with personable approach and provided knowledgeable services
  • Processed registrations with attention to compliance with district policies and state standards
  • Updated computer system with latest information to keep student records current and accurate
  • Completed daily logs for supervisor review
  • Volunteered and assisted to help with special projects such as mediation for students with anger, emotional, and educational issues
  • Maintained a clean reception area to promote positive, professional environment for students, parents, and staff
  • Answered telephone calls to offer office information, answered questions and direct calls to staff
  • Received, recorded and addressed incoming and outgoing communication via telephone and email
  • Organized student files and streamlined operations to improve efficiency.

Account Executive

ROBERT'S RADIO STATION KGLX, KXTC AND KFMQ
Gallup, NM
05.1995 - 05.2000
  • Performed strategic project development for prospective, new and existing clients
  • Maintained company databases of clients, vendors and partners and updated information and accounts
  • Generated new leads and performed site surveys to determine prospect needs
  • Researched and documented account trends to forecast expected sales
  • Collaborated with sales, production and marketing teams throughout project lifecycles to increase productivity and revenues
  • Prepared billing and estimate information for clients and offered financial recommendations
  • Developed project quotas and sales goals to meet revenue and budget expectations
  • Cold-called and followed up with prospective customers to promote overall satisfaction and continued business.

Secretary/Bookkeeper

GALLUP AUTOMOTIVE
Thoreau, NM
09.1993 - 05.1995
  • Ordered and dispensed supplies to maintain office inventory
  • Operated office equipment, such as fax machines, copiers and phone systems and arranged for repairs when equipment malfunctions
  • Maintained timekeeping information and submitted and processed payroll
  • Scheduled and confirmed appointments for clients or customers
  • Opened, read, route and distributed incoming mail and other materials and answer routine letters
  • Greeted visitors and callers and handled inquiries and directed them to appropriate persons according to needs
  • Answered telephones to assist customers with questions and quotes on various needs and wants with their vehicles, take messages or transfer calls to appropriate person
  • Kept money drawer in order and record and balance daily transactions
  • Daily deposits.

Education

High School Diploma -

Thoreau High School
Thoreau, NM
05-1993

Some College (No Degree) - General Studies

University of New Mexico
Gallup

Skills

  • Employee Scheduling
  • Training and Development Skill
  • Business Operations Knowledge
  • Operations Management
  • Employee Relations
  • Workflow Coordination
  • Team Leadership Strength
  • Customer Relationship Management (CRM)
  • Staff Management
  • Process Improvement
  • Budgeting and Cost Control
  • Sales Coaching

Affiliations

I'm a hard worker who loves spending time with family and nature.

Certification

Certified Ropes Instructor

Certified Youth Mediation Counselor

CPR Training

First aide training

Servesafe Certificate

References

References available upon request.

Timeline

Assistant General Manager

Pilot Travel Centers
06.2023 - Current

Supervisor

Pilot Travel Centers
03.2023 - 06.2023

Cashier

Pilot Travel Centers
01.2023 - 03.2023

PTF Clerk

USPS
08.2013 - 06.2023

Counseling Assistant

GMCS
08.2000 - 08.2012

Account Executive

ROBERT'S RADIO STATION KGLX, KXTC AND KFMQ
05.1995 - 05.2000

Secretary/Bookkeeper

GALLUP AUTOMOTIVE
09.1993 - 05.1995

High School Diploma -

Thoreau High School

Some College (No Degree) - General Studies

University of New Mexico

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TONYA BACA