Summary
Overview
Work History
Skills
Languages
Timeline
GeneralManager
Zoila Rivas

Zoila Rivas

Kissimmee,FL

Summary

Proven leader with extensive experience at Pollo Comparo, adept in decision-making and customer service focus. Excelled in staff motivation and cash handling, enhancing team performance and customer satisfaction. Implemented cost-saving measures and robust inventory systems, driving profitability and efficiency. Skilled in resolving escalated customer issues, ensuring loyalty and repeat business. 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

11
11
years of professional experience

Work History

Shift Manager

Pollo Comparo
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.

General Manager

Pollo Comparo
02.2024 - Current
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.

Front Desk Agent

Stayable Suites
01.2019 - 03.2020
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Answered multi-line phone system and enthusiastically greeted callers.

Customer Service Representative

Metropolitan Insurance Company
01.2014 - 01.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Skills

  • Cash Handling
  • Decision-Making
  • Customer service focus
  • Employee Training
  • Workplace Safety
  • Accurate money handling
  • Staff Motivation
  • Punctual and Reliable
  • Opening and closing procedures
  • Handling Customer Complaints
  • Energetic and Enthusiastic

Languages

English
Full Professional

Timeline

General Manager

Pollo Comparo
02.2024 - Current

Front Desk Agent

Stayable Suites
01.2019 - 03.2020

Customer Service Representative

Metropolitan Insurance Company
01.2014 - 01.2018

Shift Manager

Pollo Comparo

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Zoila Rivas