WENDY YUDELKA BEZADA
Waldorf,MD
Summary
Results-oriented leader dedicated to improving member engagement and operational efficiency. Successfully managed frontline teams to exceed membership goals and enhance member experiences. Leveraged analytical skills to implement strategies that drive retention and customer satisfaction.
Overview
2
2
Languages
24
24
years of professional experience
Work History
Customer Service Agent II
Department Motor Vehicle Administration (MVA)
2020.01 - Current
- Collected license fees and handled cash transactions, ensuring accurate bookkeeping and conducting audits for compliance.
- Prepared and completed daily reports on driver license activities, providing insights to track performance trends.
- Utilized Microsoft Word and Excel for document preparation and data analysis to ensure accuracy and efficiency.
Member Services Supervisor
Bj’s Wholesale Club
2019.01 - 2020.01
- Supervises, develops, and motivates all team members for the successful execution of membership programs and initiatives as well as front-line operations, monitoring, driving and coaching for desired membership/member experience goals and results.
- Supervises, trains, coaches, motivates, evaluates, and recognizes front of Club Team Members on tasks, responsibilities and expectations defined by position, including delivering service and driving retention.
- Supervised frontline teams, including member service desk, to ensure seamless operations and high-quality service.
- Conducts all frontline team members to ensure all membership products are offered and Member orders/requests are processed in a positive, timely, and efficient manner.
- Delivered exceptional customer service to Members, enhancing overall satisfaction and loyalty.
- Monitored and analyzed membership metrics to identify trends and opportunities for improvement. through targeted acquisition, retention, loyalty, and experience initiatives, contributing to membership growth.
- Encouraged member engagement through interactive programs and personalized communication., speed, and productivity on the front end.
- Led initiatives to target and support key drivers of acquisition and retention.
- Distributed responsibilities among team members to ensure efficient operation and accountability., monitors staffing and compliance with operational standards.
- Utilizes the Cashier Observation Forms, Cashier Productivity Boards, membership reports to drive performance and Member engagement.
Driver License Examiner 1
Department of Highway Safety and Motor Vehicles
2017.01 - 2019.01
- Conducted driver license examinations to determine the eligibility of applicants for licensure, and applied the various laws, rules and regulations in making these determinations.
- Experience giving road tests, performing eye examinations, and scoring written examinations for new driver licenses or renewals.
- Provided customer service support to applicants, addressing inquiries and ensuring a positive experience during the licensing process.
- Prepared and completed daily reports of driver license activities to maintain accurate records and support operational efficiency.
- Experience collecting license fees, handling cash, balancing/bookkeeping and performing money audits.
- Ensured accurate documentation by taking required photographs for driver licenses and ID cards.
- Recorded and updated driver license details through the use of a typewriter and computer terminal.
- Utilized Microsoft Word and Excel to manage documentation and streamline reporting processes.
- Division of Motorist Services
Customer Experience Manager
Michael’s Inc.
2013.01 - 2016.01
- Achieved sales goals by negotiating and aligning solutions with customer needs, fostering relationships, coaching team, and managing sales processes.
- Oversaw sales activities to ensure high levels of customer satisfaction and quality service delivery.
- Maintained knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Implement systems and programs to enhance inventory control and safety protocols.
- Maintained knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, or state operations for the safety of customers, data, and property.
- Coordinate and participate in arts & crafts programs for children organized each week, which sought to encourage independent thinking, enhance individual focus and concentration, develop and improve their socio-emotional skills, build self-confidence and their interest in crafts.
- Assisted team members by fulfilling various responsibilities to enhance collaboration.
Administrative & Financial Manager
Carga Max, S. A.
2006.01 - 2010.01
- Managed daily business operations, supervised staff, and coordinated company budgeting.
- Weekly cash flow administration, monthly reporting of financial business and company status.
- Implemented a debt collection plan that resulted in 97% debt recovery.
- Managed payroll processing for employees, ensuring accurate and timely payments. and inventory control.
- Cultivated strong communication with financial institutions, customers, and suppliers to enhance customer service.
- Maximized the use of automation; developed procedures adapted by the entire staff which increased employee work atmosphere and satisfaction.
- Supervised up to 60 employees, fostering an accident-free workplace.
Sales and Service Manager
Capscon Dominicana, S. A.
2005.01 - 2006.01
- Manage international purchase and sales of computer software programs.
- Provided customer service while handling bill collections to maintain positive client relations.
- Managed staff to create a collaborative and efficient work environment.
- Supervised up to five employees.
- Coordinated organization and scheduling of computer training courses to enhance participant engagement.
- Organization and scheduling of computer training courses.
- Organization and creation of the calendar of classes for the training workshops given by the company on distributed software.
- Supported training workshops by managing student registration and assisting instructors.
- Managed supplies and funds conservation resulting in successful inventory and inspections.
- Maintained accountability and care of equipment over $10,000 resulting in no loss.
Assistant Manager
Fernando Giraldez, C.A. Music Department
2003.01 - 2005.01
- Supervised sales team to enhance customer service quality and satisfaction.
- Managed daily business office operations to support smooth workflow.
- Managed and supervised inventory control implementing a new approach and methods to increase supply accountability reducing loss.
- Oversaw inventory management processes to maintain accurate stock levels and reduce discrepancies.
- Coordinated import and export of supplies to streamline logistics.
- Customer service and bill collections.
- Supervised up to 10 employees.
Education
Master of Financial Management - Business Administration
Universidad Pro Educación Y Cultura (UNAPEC)
Dominican Republic2010-01
Bachelor in Business Administration - Business Administration
Universidad Pro Educación Y Cultura (UNAPEC)
Dominican Republic2006-10
Skills
- Customer service
- Cash management
- Report preparation
- Microsoft Excel
- Computer skills
- Problem solving
- Analytical thinking
- Time management
- Teamwork and collaboration
- Effective communication
- Conflict resolution
Training
- Certified Driver Examiner 1, Florida Department of Highway Safety and Motor Vehicles, 01/01/17
- First Aid CPR AED Course, Fire Department Headquarters, Pembroke Pines, FL, 01/01/17
- How to Start Import/Export Business, W.C Young Community School, 01/01/12
- Certificate of Completion in Business Strategy, Instituto Superior de Educación A Distancia (ISED), 01/01/09
- Seminar: Effective Management and Collections, Instituto Iniciativa Empresarial, 01/01/08
- Certificate of Completion in Management productivity, Instituto Superior de Educación A Distancia (ISED), 01/01/07
- Certificate of Completion in Human Resources, Fundación de Jóvenes para el Progreso (FUNJEPRO), 01/01/06
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Agent II
Department Motor Vehicle Administration (MVA)
2020.01 - Current
Member Services Supervisor
Bj’s Wholesale Club
2019.01 - 2020.01
Driver License Examiner 1
Department of Highway Safety and Motor Vehicles
2017.01 - 2019.01
Customer Experience Manager
Michael’s Inc.
2013.01 - 2016.01
Administrative & Financial Manager
Carga Max, S. A.
2006.01 - 2010.01
Sales and Service Manager
Capscon Dominicana, S. A.
2005.01 - 2006.01
Assistant Manager
Fernando Giraldez, C.A. Music Department
2003.01 - 2005.01
Master of Financial Management - Business Administration
Universidad Pro Educación Y Cultura (UNAPEC)
Bachelor in Business Administration - Business Administration
Universidad Pro Educación Y Cultura (UNAPEC)