Yvonne Lopez
Tucson,AZ
Summary
Multi-talented Manager with over 12 years experience in Management, including 7 years as a Human Resources Manager and 3+ years as a Service Manager. Posses excellent organizational and time management skills coupled with the ability to prioritize tasks in a fast-paced role. Highly proficient in collaborating with leaders on multiple priorities and achieving business goals. Consistently drives results by building and leading high performance teams.
Overview
11
11
years of professional experience
Work History
Service Manager
Cintas
10.2020 - Current
- Manage daily operations of service department, overseeing 18 routes, approximately 1,200 customers.
- Exceeded yearly location growth goal by 1% in Fiscal Year '23
- Exceeded yearly location revenue goal by 1.74% in Fiscal Year "23
- Drives KPI results through successful follow-up, training and coaching with team.
- Increased overall revenue through coaching and training team of KPI's by upselling additional services and products during weekly customer visits.
- Resolve escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Accountable for growth and retention of my customer portfolio
- Responsible for creating customer focused service department and deliver end-to-end customer and expert experience
- Provide human resources support for location, through managing benefits administration, engagement activities, hiring and succession planning.
- Hire, develop, and retain talent for service department and production department to meet business goals.
- Collaborate with cross-department Leaders to address complex customer issues, facilitating better communication and collaboration between teams.
- Enhance team morale through regular recognition of exceptional performance and organizing team-building events.
- Conduct regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Meet with customers to discuss service needs and offer available solutions.
- Champion safety protocols to maintain secure working environment, reducing workplace accidents significantly.
Human Resource Manager
Cintas
03.2019 - 10.2020
- Implemented strategies to minimize organizational risk and ensure compliance with employment laws and regulations as HR Manager.
- Reduced location turnover by 10%
- Manage HR daily operations at location which includes; staffing, training, turnover, LOAs, enhance engagement, talent and performance management through strong partnerships with management team.
- Collaborate with executive leadership to align HR initiatives with overall business goals and objectives.
- Instructed senior leaders on appropriate employee corrective steps.
- Enhanced employee retention by implementing effective talent management strategies and fostering positive work environment.
- Lead location through staffing changes due to COVID in a changing dynamic environment.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency, maintain history documentation and take action if applicable.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Manage legal DOT compliance for location.
- Create and drive employee recognition team building events.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
Executive Human Resources Manager
Target
07.2013 - 10.2018
- Manage daily core functions of HR operations for Target store which includes but not limited to; employee and labor relations, hiring, staffing strategy pay and benefits, team incidents, return to work, talent management and development and team engagement
- Collaborated effectively with all levels of leadership and front line employees to achieve company goals while aligning with HR focuses.
- Worked closely with Store Team Leader in leading department managers to enhance store communication, team culture, performance management and company rollouts
- Lead district HR Manager for Tucson
- Leader on Duty of Target Store, overseeing production operations and customer service operations to drive sales and customer retention.
- Lead new merchandising projects, which required timelines, partnerships, planning, motivation, show casing to district resources.
- Reduced turnover rates through strong leadership partnerships by providing regular coaching, feedback, and comprehensive performance evaluations.
- Streamlined HR processes for increased efficiency and productivity through use of HRIS systems and automation tools.
- Developed strategic plans for talent acquisition, aligning staffing needs with organizational objectives.
- Managed all aspects of employee relations, including conflict resolution and adherence to company policies and procedures.
- Conducted thorough investigations into workplace complaints or concerns, taking appropriate corrective action when necessary.
- Ensured compliance with federal, state, and local employment laws through regular review of policies and ongoing training for HR staff members.
- Partnered with executive team members in setting strategic direction goals related to workforce planning talent management initiatives.
- Instructed senior leaders on appropriate employee corrective steps.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
Education
Bachelor of Arts in Psychology -
University of Arizona
Tucson, AZSkills
- Multiple Priorities Management
- Customer Service Management
- Organizational Effectiveness
- New Employee Hiring
- Employee Training and Development
- Policy and Procedure Enforcement
- Team Collaboration and Leadership
- Employee Relations
- Talent Management
- Succession Planning
- Employee Engagement
- Proficient in Microsoft Office Suite
Timeline
Service Manager
Cintas
10.2020 - Current
Human Resource Manager
Cintas
03.2019 - 10.2020
Executive Human Resources Manager
Target
07.2013 - 10.2018
Bachelor of Arts in Psychology -
University of Arizona
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