Victoria Silva
Port Reading,NJ
Summary
Dynamic leader with proven success in operations management and customer engagement at Starbucks. Excelled in process improvement, operational efficiency, and team mentoring, driving exceptional service and strategic growth. Skilled in relationship building, significantly enhanced customer satisfaction and team performance. Achieved and surpassed quarterly goals through innovative operational planning and employee supervision. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
Work History
Assistant Operations Manager
Starbucks
01.2021 - Current
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Coordinated with General Manager in different operational issues and promotional activities.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in budget development and monitoring, identifying opportunities for cost reduction where possible.
- Led team to exceed quarterly goals through strategic planning and execution.
- Facilitated team collaboration with regular communication forums.
- Elevated customer experience, integrating feedback into operational improvements.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Customer Support Specialist
Shoprite
08.2020 - 01.2021
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Elevated customer support experience by adopting customer-first approach in all interactions.
Customer Support Specialist
Kays Jewlers
09.2019 - 07.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Sales Executive - Key Accounts
Pagoda
07.2018 - 08.2019
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Served as primary point of contact for all communications between key clients and the company, ensuring transparency throughout all stages of the relationship.
- Developed comprehensive account plans to drive long-term value for both the organization and its clients.
- Delivered exceptional customer service by promptly addressing inquiries or concerns from key accounts, resulting in increased loyalty and trust from clients.
- Assisted in the onboarding process for new key accounts by providing training, support, and account setup guidance to ensure a smooth transition into our ecosystem.
- Maintained ongoing communication channels with key account representatives, keeping them informed about product updates, promotions, and other relevant news.
- Monitored industry trends to maintain a competitive edge in the marketplace and provide valuable insights to customers.
Education
Associate of Science - Clinical Psychology
Middlesex County College
Edison, NJ12.2024
High School Diploma -
Carteret High School
Carteret, NJ06.2019
Skills
- Process Improvement
- Operational planning
- Operations Management
- Operational Efficiency
- Employee Supervision
- Scheduling and Coordination
- Budget Tracking
- Policy Enforcement
- New Employee Hiring
- Training and mentoring
- Customer Engagement
- Relationship Building
Timeline
Assistant Operations Manager
Starbucks
01.2021 - Current
Customer Support Specialist
Shoprite
08.2020 - 01.2021
Customer Support Specialist
Kays Jewlers
09.2019 - 07.2020
Sales Executive - Key Accounts
Pagoda
07.2018 - 08.2019
Associate of Science - Clinical Psychology
Middlesex County College
High School Diploma -
Carteret High School
Similar Profiles
Jazmine ArnoldJazmine Arnold
Barista at StarbucksBarista at Starbucks
Heaven JuarezHeaven Juarez
Barista at StarbucksBarista at Starbucks
Amanda WilsonAmanda Wilson
Shift Supervisor at StarbucksShift Supervisor at Starbucks
ALEXIA RAMIREZALEXIA RAMIREZ
Barista at StarbucksBarista at Starbucks
Kenya AlmeiraKenya Almeira
School Bus Driver at A&M TransportationSchool Bus Driver at A&M Transportation