Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Zitlalic Espitia

Riverside,CA

Summary

Proven leader with extensive experience in operations management and staff development, notably at Ultra Express Car Wash. Excelled in enhancing customer satisfaction and retention, achieving a significant increase in sales through strategic planning and effective team leadership. Skilled in inventory control and employee relations, adept at fostering professional growth and driving results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

4
4
years of professional experience

Work History

Assistant General Manager

Ultra Express Car Wash
05.2021 - 07.2024
    • Handled cash accurately and prepared deposits.
    • Motivated, trained, and disciplined employees to maximize performance.
    • Collaborated with General Manager on marketing initiatives to increase brand awareness and drive sales growth.
    • Increased customer satisfaction by addressing and resolving concerns in timely manner.
    • Resolved problems promptly to elevate customer approval.
    • Managed financial aspects of business, including budgeting, forecasting, and cost control for optimal profitability.
    • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
    • Mentored staff members, fostering supportive work environment that enhanced employee performance and retention.
    • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout establishment.
    • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
    • Analyzed customer feedback data to identify areas of improvement and develop solutions.
    • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
    • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
    • Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
    • Enforced quality assurance protocols to deliver ideal customer experiences.
    • Mentored and motivated team members to achieve challenging business goals.
    • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
    • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
    • Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
    • Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
    • Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
    • Assisted in recruiting, hiring and training of team members.
    • Trained and guided team members to maintain high productivity and performance metrics.
    • Interacted well with customers to build connections and nurture relationships.
    • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
    • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
    • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
    • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
    • Reported issues to higher management with great detail.
    • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Receptionist/Front Desk Receptionist

Affordable Islands BBQ
05.2020 - 06.2021
    • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
    • Confirmed appointments, communicated with clients, and updated client records.
    • Answered phone promptly and directed incoming calls to correct offices.
    • Kept reception area clean and neat to give visitors positive first impression.
    • Resolved customer problems and complaints.
    • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
    • Responded to inquiries from callers seeking information.
    • Corresponded with clients through email, telephone, or postal mail.
    • Handled sensitive information with discretion while maintaining strict confidentiality standards.
    • Managed multiple tasks and met time-sensitive deadlines.
    • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
    • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
    • Restocked supplies and submitted purchase orders to maintain stock levels.
    • Provided clerical support to company employees by copying, faxing, and filing documents.
    • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
    • Assisted with onboarding new clients and securing paperwork completion.
    • Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
    • Organized, maintained and updated information in computer databases.
    • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
    • Handled assignments independently with good judgement and critical thinking skills.
    • Collected and distributed messages to team members and managers to support open communication and high customer service.
    • Collected card, cash, and check payments, processed transactions and updated relevant records.
    • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Education

Associate of Business Administration - Business Management And Accounting

Riverside City College
Riverside, CA
05.2026

High School Diploma -

Come Back Kids
Riverside, CA
04.2020

Skills

  • Staff Management
  • Inventory Control
  • Operations Management
  • Team leadership expertise
  • Employee Relations
  • Business operations knowledge
  • Training and development background
  • Customer Relationship Management (CRM)
  • Budget Control
  • Business Development
  • Sales Techniques/ Sales Tracking
  • Strategic planning skill
  • Process Improvements
  • Financial Reporting
  • Vendor Relationship Management
  • Customer Retention
  • Workflow Coordination
  • Program Administration
  • Teamwork and Collaboration
  • Customer Service
  • Effective leader
  • Customer Service Management
  • Scheduling
  • Fast learner
  • Goal Setting
  • Employee Motivation
  • Hiring and Onboarding
  • Decision-Making
  • Relationship Building
  • Delegating Work
  • Performance Evaluations
  • Proficient in Google, Google Docs, Google Spreadsheets, Google Powerpoint, Google Drive, Microsoft Excel, Microsoft Word, Microsoft PowerPoint
  • Business Management
  • Desktops, Laptops, and Mobile Devices
  • Special Promotions Planning
  • Trust Worthy
  • Welcoming
  • Mail handling
  • Clerical Support
  • Documentation And Reporting
  • Typing Speed
  • Multi-Line Telephone Systems
  • Punctual and Reliable
  • Call Answering and Routing
  • Payment Processing
  • Billing and Invoicing
  • Seeking Professional Development And Skill Opportunities

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Assistant General Manager

Ultra Express Car Wash
05.2021 - 07.2024

Receptionist/Front Desk Receptionist

Affordable Islands BBQ
05.2020 - 06.2021

Associate of Business Administration - Business Management And Accounting

Riverside City College

High School Diploma -

Come Back Kids

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