Areli Luevano
Apple Valley
Summary
Dynamic team leader with a strong focus on customer satisfaction and operational excellence. Proven ability to implement process improvements and enhance team performance, driving significant service delivery enhancements.
Overview
11
11
years of professional experience
Work History
Team Leader Manager
Pilot Travel Centers
Midland, TX
05.2025 - 05.2026
- Led team operations to ensure efficient service delivery and customer satisfaction.
- Trained staff on operational procedures and safety protocols, enhancing team performance.
- Monitored inventory levels and coordinated restocking efforts to maintain product availability.
- Implemented process improvements that streamlined workflows and reduced service times.
- Ensure employees are working to expectations for the general manager.
- Assisted in resolving customer inquiries and complaints promptly to enhance experience.
- Conducted performance evaluations for team members, providing constructive feedback for development.
- Collaborated with management to establish operational goals aligned with company objectives.
- Maintained cleanliness and organization of work areas, fostering a positive environment for staff and customers.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Streamlined communication within the team for better collaboration and decision making.
- Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
- Spearheaded process improvements that led to significant time savings while maintaining quality standards throughout the department''s functions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Guest Service Team Leader
Pilot Travel Centers
Hobbs, NM
08.2023 - 03.2025
- Led guest service team to enhance customer satisfaction and operational efficiency.
- Trained and mentored staff on company policies and service standards.
- Implemented process improvements to streamline front desk operations.
- Resolved guest complaints promptly, ensuring positive experiences and loyalty.
- Collaborated with management to develop strategies for increasing sales revenue.
- Utilized point-of-sale systems to accurately process transactions and maintain records.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Resolved high-volume of complex customer problems by offering technical information, describing [Product or Service] options and explaining service plans.
- Trained new team members on company policies, procedures, and best practices in guest services.
- Collaborated with housekeeping and maintenance teams to ensure timely resolution of guest issues.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Strengthened interdepartmental relationships by fostering open communication and collaborating with other departments to address guest concerns effectively.
- Evaluated team by reviewing customer feedback and key performance indicators.
- Optimized staffing levels during peak periods through effective scheduling adjustments, ensuring efficient resource allocation without compromising service quality.
- Established clear communication channels among team members for better coordination of tasks and responsibilities.
- Facilitated smooth room turnovers by working closely with housekeeping staff to prioritize cleaning schedules based on occupancy levels.
- Assigned daily job tasks and workloads to [Number] team members.
- Conducted regular performance evaluations of team members to provide constructive feedback for professional development.
- Maintained a high level of professionalism in all interactions with guests, setting an example for the rest of the team.
- Increased overall efficiency by implementing process improvements that streamlined workflows within the Guest Services department.
- Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationshipbuilding.
- Monitored reservation system for accuracy and efficiency, reducing booking errors and conflicts.
- Implemented strategies to upsell hotel amenities, resulting in increased revenue.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Spearheaded initiatives aimed at enhancing employee engagement within the Guest Services Team.
- Promoted a positive work environment by encouraging teamwork, open communication, and continuous learning among staff members.
- Developed strong relationships with guests, leading to increased loyalty and repeat business.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Enforced policies and procedures to increase efficiency.
- Delivered exceptional customer service, ensuring positive dining experiences and guest satisfaction.
- Managed order accuracy by effectively communicating with kitchen staff and coordinating meal preparations.
- Handled cash transactions efficiently, maintaining accurate cash drawer balances throughout shifts.
- Assisted in inventory management by monitoring stock levels and reporting shortages to management promptly.
- Collaborated with team members to streamline service processes, improving overall efficiency during peak hours.
- Maintained cleanliness and organization of dining area, contributing to a welcoming atmosphere for guests.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Contributed to inventory management by monitoring stock levels.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
- Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
- Colaborated with kitchen staff to ensure order accuracy and timely preparation of dishes.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Answered customers' questions, recommended items, and recorded order information.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Inspected dishes and utensils for cleanliness.
- Checked guests' identification before serving alcoholic beverages.
- Supported needs of [Number]- person wait staff who attended to specific needs of countless customers daily for [Type] restaurant with social relevancy and intentionality.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Pro Desk Sales
Home Depot
Hobbs, NM
04.2015 - 03.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Supervised daily cash register operations to ensure accurate transactions and compliance with company policies.
- Trained and mentored junior cashiers on effective customer service techniques and operational procedures.
- Monitored inventory levels of cash registers, facilitating timely replenishment and minimizing downtime.
- Developed training materials to enhance team performance and support onboarding of new staff members.
- Analyzed transaction data to identify trends, informing strategic decisions for promotional activities.
- Implemented process improvements that streamlined cash handling, reducing discrepancies by enhancing accuracy.
- Led initiatives to improve checkout efficiency, contributing to a smoother customer experience during peak hours.
- Maintained a clean and organized work area, promoting a positive atmosphere for both employees and customers.
- Safeguarded company assets by adhering to loss prevention policies and procedures throughout all transactions.
- Developed strong relationships with repeat customers by providing personalized attention and remembering preferences.
- Mentored new cashiers to ensure a smooth onboarding process and excellent performance standards.
- Utilized point-of-sale software proficiently, swiftly resolving any technical issues that arose during transactions.
- Resolved conflicts between cashiers diplomatically, fostering a harmonious work environment.
- Streamlined cashier operations, resulting in reduced wait times for customers.
- Collaborated with management to identify areas for improvement, ultimately leading to increased efficiency within the department.
- Conducted employee evaluations alongside head cashier, offering constructive feedback for continuous improvement.
- Exceeded sales goals consistently by suggesting additional products or services based on customers'' needs.
- Assisted head cashier with scheduling responsibilities, optimizing staff coverage during peak business hours.
- Met customer needs through polite, friendly and attentive service.
- Cleaned, swept, mopped, and disinfected shop area to maintain customer safety and health.
- Counted cash drawers before and after shifts to verify accuracy and report discrepancies.
- Worked with other associates to support cashiers and management needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Bagged items securely to minimize breakages and reduce losses.
- Removed trash, swept, and mopped floors for professional appearance.
- Retrieved items for customers and verified prices.
- Trained new cashier team members in customer service and money handling processes.
- Packed customer orders into boxes and bags, transferring to shopping cart.
- Performed cash, card, and check transactions to complete customer purchases.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Education
High School Diploma -
Hobbs High School
Hobbs, NM05-2015
Skills
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Operational excellence
- Teamwork and collaboration
- Customer service
- Customer relationship management
- Task prioritization
- Team building
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Team Leader Manager
Pilot Travel Centers
05.2025 - 05.2026
Guest Service Team Leader
Pilot Travel Centers
08.2023 - 03.2025
Pro Desk Sales
Home Depot
04.2015 - 03.2018
High School Diploma -
Hobbs High School