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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