Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

VERONICA GOMEZ

PACOIMA,CA

Summary

Dedicated and organized with 19+ years of customer service in front end procedure and back office procedures. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

20
20
years of professional experience

Work History

Front End Lead Concierge

Brookdale Assisted Living
Chatsworth, CA
03.2016 - Current
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment. Assisting with accurate checking in & out ensuring polices and procedures are adhered.
  • Provided customer service and responded to inquiries in a timely manner.
  • Directed incoming calls and messages to appropriate staff & or residents.
  • Ensured compliance with all safety regulations within the department.
  • Assist in managing daily operations of the concierge desk.
  • Performed administrative duties such as filing documents, managing inventory, ordering supplies, & assisting with vendors.
  • Generated ideas to improve work experience at the concierge desk.
  • Acted as liaison between management and front desk personnel.
  • Created daily reports summarizing activities at the concierge desk.
  • Handled mail and package deliveries, keeping items secure.
  • Entered work orders for maintenance issues.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Built and maintained productive relationships with employees.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Assisted with sales department on tours and move-in paperwork
  • Trained new employees on policies, procedures, and customer service expectations.

Back Office Lead

Best Buy
Pacoima, CA
10.2012 - 03.2016
  • Ensured compliance with all applicable laws and regulations regarding back office operations.
  • Supervised day-to-day activities within the back office department ensuring all deadlines are met.
  • Monitored employee performance and provided feedback as needed.
  • Assisted with the training of new employees on back office procedures.
  • Created reports and documents to track progress against goals, objectives & finance's.
  • Resolved customer inquiries, escalated issues when necessary.
  • Managed daily activities associated with cash flow management functions.
  • Maintained filing systems to organize operations and administration records.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited, interviewed and selected employees to fill vacant roles.

Front End Manager

Kmart, Sears Holding
Los Banos, CA
07.2004 - 08.2012
  • Cultivated strong customer relations and developed effective customer service standards.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed cash flow of store, including cashier operations.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Put together schedule for floor staff according to skill sets and coverage needs.
  • Helped employees perform at peak productivity with morale-boosting programs and motivational techniques.
  • Trained and managed a team of 75 retail associates.
  • Collaborated with security staff and law enforcement on shoplifting and vandalism response.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Education

High School Diploma -

Los Banos High School
Los Banos, CA
06-2004

Skills

  • Team Supervision
  • Customer Service
  • Administrative Support
  • Administrative Skills
  • Opening and Closing Procedures
  • Time Management
  • Hospitality Services
  • Listening Skills
  • Effective Planning
  • File Management
  • Records Management
  • Staff Training and Development
  • Employee Relations
  • Organizational Development

Languages

English
Full Professional
Spanish
Native/ Bilingual

Timeline

Front End Lead Concierge

Brookdale Assisted Living
03.2016 - Current

Back Office Lead

Best Buy
10.2012 - 03.2016

Front End Manager

Kmart, Sears Holding
07.2004 - 08.2012

High School Diploma -

Los Banos High School

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VERONICA GOMEZ