Vera Santos
Morristown,NJ
Summary
Highly energetic and organized, possessing a natural knack for multitasking and problem-solving. Solid foundation in project planning and coordination, bringing strong skills in time management and communication to the table. Dedication lies in driving project success and contributing to the achievement of team objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bartender
Grasshopper Off the Green
02.2021 - 01.2025
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and daily stocking.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
Director Of Venue Relations
AdMyTv
01.2019 - 01.2020
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring
- Implemented CRM system to track client interactions and feedback, leading to more personalized service.
- Coordinated with product development teams to relay client feedback, influencing future product enhancements.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Client Engagement Associate
Sapien LLC
01.2013 - 01.2017
- Partnered with Sales Team to assist with pre-sales opportunities to meet clients, understand client organization and landscape and offered consultative approach to help clients build solutions to meet business objectives
- Built, developed and cultivated business relationships that are essential to the success of the project through regular interaction with clients, listening to client needs and executing on consistent communications framework
- Continuously monitored changing customer requirements and coordinated with the IT team to create modifications to company applications to provide new features needed
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Learned and adapted quickly to new technology and software applications.
- Customized and administered Salesforce configurations, enabling sales team and upper management to access critical information and close deals while on move.
POS Manager / IT Department
Villa Enterprises
01.2009 - 01.2012
- Installed Aloha POS servers/terminals at 60 restaurants
- Configured equipment with user settings, IP addresses, and user accounts to run Aloha POS software
- In-bound call center working with clients POS systems taking calls, tickets, chats and emails from merchants for a variety of issues involving four different POS proprietary software packages based in a Windows XP or 7 OS
- Troubleshooting from basic education of the client in use, to replacement of parts, to networking issues; all using remote desktop support of merchants POS units
- Light PCI compliance enforcement in regards to client's PC side of procedures and policies
- Remote work on merchants POS using LogMeIn and Join.Me remote software utilities
- Programmed/Managed Micros Table Service (Windows 98, 95 & Unix)
- Programmed/Managed Revention POS Quick Service
- Managed Enterprise Website, reports and users
- Programmed/Managed Inventory program; creating/adding new recipes and PLU's
- Worked closely with VP of Operations for both QS and FS concepts
- Train Customers all aspects of POS systems and Registers prior to opening of restaurant or retail company
- Attended new store openings to assist employees/management with new POS system
- Coordinating point of sale system installation and training
- Creating and/or editing POS databases
- Troubleshoot, diagnose and repair hardware and software
- Document, prioritize and follow up on all support tickets
- Order equipment, RMA defective equipment, maintain loaner equipment
- Maintain working relationships with Clients and Partners
- Sell new systems, sell and promote new features and add-on modules and interfaces
- Provide troubleshooting assistance and upper level support for other technicians
- Troubleshot technical issues on POS systems swiftly, minimizing downtime during busy hours.
- Implemented effective training programs for new hires, resulting in decreased errors and increased productivity.
- Ensured compliance with all company policies, federal regulations, and local laws related to retail operations at the point of sale system level.
- Established strong relationships with vendors, ensuring timely delivery of products and optimal pricing structures.
- Developed comprehensive training materials to ensure staff proficiency in POS system use and best practices.
- Managed vendor relationships to secure competitive pricing on POS hardware and software solutions.
Operations Coordinator
Villa Enterprises
01.2008 - 01.2009
- Assisted VP of Operations with the supervision of 150,000 S.F
- Facilities operation
- Designed and adapted new strategies to increase efficiency and improve customer service
- Organized and managed events with attendance over 600 people
- Effectively assisted field and operations managers in day-to-day coordination and management of operational activities
- Ensured implementation of all standard operating procedures for efficient business operations
- Assisted in coordination of team efforts to increase company revenue
- Managed all calendars and coordination between administrative and field tasks
- Performed extensive estimation and bidding tasks to increase company revenue for operational excellence
- Worked closely with senior management teams, meeting regularly to present reports, forecast future requirements, and offer recommendations for more effective operations
- Visited sites to meet with customers, employees, and managers
- Reviewed and tested current processes and procedures
- Built rapport and developed solid working relationships with customers and employees while obtaining information on specific needs and developing work processes to meet those needs
- Served as the main point-of-contact for customers on any escalated or outstanding issues
- Worked closely with marketing team to assist in content creation, corporate communication, case study organization, web and print development, updating website content, and social media strategies and campaigns
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Boosted productivity by establishing effective communication channels between departments.
- Maximized resource utilization by monitoring staff schedules and allocating tasks.
- Streamlined operations by implementing efficient processes and procedures.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Provided direction and guidance to internal teams in order to achieve targets.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Oversaw day-to-day operations of large teams across several sites.
- Coordinated logistics activities including transportation arrangements, warehousing solutions, customs clearance documentation.
- Improved employee performance by implementing training programs and conducting regular performance reviews.
- Optimized operational efficiency, coordinating cross-functional teams to achieve project goals.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms. Re
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
Bachelor of Arts - Psychology
Rutgerts University
New Brunswick, NJSkills
- Proficient Task Management
- Effective Team Collaboration
- Client Relationship Management
- Effective Solution Development
- Collaborative Team Management
- Operational Efficiency
- Optimize Operations Using NetSuite & Sales
Certification
Currently enrolled with the PM Institute to obtain CAPM Certification
Languages
Portuguese
Native or Bilingual
Timeline
Bartender
Grasshopper Off the Green
02.2021 - 01.2025
Director Of Venue Relations
AdMyTv
01.2019 - 01.2020
Client Engagement Associate
Sapien LLC
01.2013 - 01.2017
POS Manager / IT Department
Villa Enterprises
01.2009 - 01.2012
Operations Coordinator
Villa Enterprises
01.2008 - 01.2009
Bachelor of Arts - Psychology
Rutgerts University
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