Summary
Overview
Work History
Skills
Languages
Timeline
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Veronica Novela

Long Beach,CA

Summary

Dedicated and passionate professional with a keen interest in understanding and motivating employee behavior. Proven track record of spearheading initiatives to enhance employee engagement and effectiveness through supportive measures and positive reinforcement. Skilled in developing presentations and implementing techniques that promote employee engagement, driving motivation and productivity within the team. Committed to ongoing research and learning to stay abreast of the latest trends and best practices in employee engagement strategies. Demonstrated leadership in improving product knowledge training programs, ensuring all employees are equipped with the necessary skills and expertise to deliver exceptional customer service. A proactive supervisor with a focus on continuous improvement and employee development, dedicated to achieving organizational goals through effective team management and engagement initiatives.

Overview

18
18
years of professional experience

Work History

Ganahl Lumber

Customer Service Supervisor
12.2018 - 01.2024
  • Lead and manage a team of 15 employees within the customer service department, ensuring optimal performance and adherence to company standards.
  • Facilitate comprehensive onboarding processes and conduct annual training sessions to equip staff with necessary skills and knowledge.
  • Efficiently handle inventory management tasks, including ordering and replenishment of merchandise, to maintain optimal stock levels and meet customer demands.
  • Act as the primary point of contact for customer inquiries, demonstrating strong problem-solving abilities and delivering exceptional service to resolve complaints with tact and hospitality.
  • Proficient in writing orders and providing personalized product recommendations to customers, enhancing their shopping experience and driving sales.
  • Responsible for cash handling procedures, ensuring accuracy and security in all transactions.
  • Manage major accounts, fostering strong relationships and providing tailored solutions to meet their specific needs.

Customer Service Lead / Delivery & Will Call Coord

Home Depot
01.2011 - 11.2011
  • Provided exceptional customer service as a Customer Service Lead, actively engaging with customers to assess their needs and offer assistance promptly and courteously.
  • Utilized product knowledge and tools to educate customers and provide information, facilitating the sale of entire projects to meet customer requirements.
  • Operated cash register to assist customers in completing their purchases efficiently and accurately.
  • Managed all aspects of order fulfillment as the Delivery & Will Call Coordinator, including scheduling and prioritizing deliveries, and communicating availability and limitations to team members.
  • Greeted customers with professionalism and ensured that merchandise selections aligned with their individual or organizational needs.
  • Coordinated product selections and organized workflows to fulfill orders promptly, enhancing customer satisfaction and operational efficiency.

Employee Training Manager

El Pollo Loco
08.2005 - 12.2010
  • Managed a team of 25 to 35 employees, including service leaders and assistant managers, across multiple locations, conducting regular audits to ensure compliance with company standards.
  • Provided comprehensive training to new managers on the usage of company software for inventory management, email communication, printing documents, filling out forms, and establishing protocols for troubleshooting issues within the store.
  • Spearheaded re-training initiatives for all employees to reinforce proper food handling procedures and maintain compliance with safety and sanitation standards, particularly regarding cooking temperatures and food preparation techniques.
  • Actively participated in corporate meetings to stay abreast of the latest modifications and updates within the company, ensuring alignment with organizational goals and directives.

Skills

  • Leadership and Team Management
  • Customer Service Excellence
  • Proficient in Microsoft Excel, Word, Publisher, PowerPoint
  • Trained in Time Management and Effective Communication techniques
  • Strong understanding of the benefits of critical thinking and thoughtful decision making
  • Cash Handling Expertise

Languages

Spanish
Full Professional

Timeline

Ganahl Lumber

Customer Service Supervisor
12.2018 - 01.2024

Customer Service Lead / Delivery & Will Call Coord

Home Depot
01.2011 - 11.2011

Employee Training Manager

El Pollo Loco
08.2005 - 12.2010

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Veronica Novela