Cheerylyn Atadero
Calgary,AB
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams, conducting research and competitive analysis. Capitalized on new trends and technologies to boost business initiatives. Successful at managing multiple priorities with a positive attitude.
Overview
23
23
years of professional experience
Work History
Owner, Operator
Holymoly! Milk Tea And Treats
10.2020 - 07.2023
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Evaluated suppliers to maintain cost controls and improve operations.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Provided on-the-job training to newly hired workers and team members.
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
- Performed quality assurance tasks to promote accuracy and minimize mistakes.
- Monitored and tracked inventory and ordered new materials to prevent shortages.
- Build and start up storefront of own brand of bubble tea café.
- Build solid customer base through demographic and market analysis, demographic specific marketing and advertising, promotions, competitive product offering and pricing.
- Day to day operations of food service store
- Maintain multiple sales channels such as in store orders,(Cash Register/POS),Online ordering systems and delivery service.
- Forecasting and managing inventory and order placing with suppliers amidst
stocks shortages and logistic issues. - Assist customers and handle customer complaints.
- Supervise, train and schedule 5 person team.
Store Supervisor
Big Ray Asian Store
06.2014 - 04.2015
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Arranged and organized staff work schedules to guarantee proper coverage for peak business hours.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Managed supply chain by ordering products from suppliers, negotiating prices and requiring on-time delivery.
- Answered product questions and assisted customers in selection and checkout.
- Conducted inventory analysis to determine optimal stock levels.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Marked-down clearance items and relocated merchandise to proper store areas.
Financial Advisor
Sunlife Of Canada Philippines
09.2013 - 05.2014
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed comprehensive retirement planning strategies to help clients maximize retirement savings.
Quality Analyst
Shell Shared Services, International Marine Lubes
07.2008 - 09.2013
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Participated in departmental meetings to establish short- and long-term strategy.
- Defined and implemented quality initiatives to reduce risk.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Created and revised procedures, checklists and job aids to reduce errors.
- Edited, proofed and critiqued internal documents to improve clarity.
- Researched and determined scope and complexity of issues.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Generated standard and custom reports to provide insights into business performance.
- Created dashboards to monitor and track key performance indicators.
Property Consultant
Regus
05.2007 - 08.2008
- Provided information to customers inquiring about serviced offices, virtual office and temporary office across the Globe
- Market Virtual Offices as efficient and cost effective alternative to traditional office
- Offer complementary products and services such as internet, voice mail, to customers
- Pioneer team handling all sales and customer service inquiries for Asia pacific region.
- Conduct thorough analysis of customer needs and gathers customer’s feedback on Regus experience.
- Recovers lost sales enquiries by actively pursuing leads and offering alternative service and products
- Identifies areas of strength as well as opportunities for improvement for products and sales process and reports these to area directors and general managers.
Quality Evaluator
Convergys
09.2003 - 05.2007
- Pioneered the creation of a searchable central guidelines database to help operations, quality and training receive timely updates as well as open a forum for clarifications and suggestions.
- Supervised new quality evaluators with regards to tool usage, procedures and guideline and evaluation process.
- Provides feedback to Operations supervisors as well as customer representatives and agents via direct coaching and monitoring.
- Assisted Client and Operations in supporting a start up account.
- Promptly prepared and sent consolidated data and other reports.
- Facilitated calibration meetings between the quality department , client and operations.
- Monitored and evaluated statistically valid samples of technical support and customer service calls to ensure call accuracy and consistency and client/quality standards are met.
Salon Owner and Manager
Piggy Chiu Salon
09.2004 - 04.2007
- Start up of 10 employee salon business offering various products and services
- Act as a "sales representative" for the salon, promoted new services and complementary service and products (retail) to achieve optimal sales results
- Established competitive pricing, effective cost management
- Used customer-oriented, market specific advertising and promotions
- Implemented promos, sales and advertising such as customer loyalty program, lean hours discounted rates, discounted complementary products boost sales during the lean months
- Establish trend and service product match to respond to customer’s needs
- Personally attends to customer complaints and feedback and other issues
- Updates and maintains customer database
- Oversaw and implemented a self-sustaining system of operations for the company
- Cut, purchasing costs by engaging new and more competitive suppliers
- Order, negotiate credit terms, discounts and product returns with suppliers
- Maintain product Inventory (retail and salon)
- Handled Bank Transactions- Deposits and transfers
- Balance Daily Sales and expenditure, cash flow
- Provide technical training (hair science) as well as practical evaluations for staff
- Trained staff and cashier on cross and up selling service and products to customers
- Designed a rewards, incentive program fro employees to encourage retail sales.
- Managed day-to-day business operations.
Quality Analyst
Ambergris Solutions
11.2002 - 07.2003
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Defined and implemented quality initiatives to reduce risk.
- Developed and maintained quality assurance procedure documentation.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Created and revised procedures, checklists and job aids to reduce errors.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Edited, proofed and critiqued internal documents to improve clarity.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
General Affairs Officer
Maruka Enterprises
07.2002 - 10.2002
- Handled and organized contracts and legal documents related to office administration and human resources
- Coordinated with different agencies to signing of contracts of lease, auto insurance, employee contracts etc
- Handled flow of petty cash for company’s daily expenses
- Improve expenditure costs by engaging new and more competitive suppliers
- In charge of promoting employee welfare, payroll, training, appraisal and staffing
- Handled Logistics and paperwork for moving office location.
Customer Service Representative
ETelecare Global Solutions
07.2001 - 06.2002
- Handled Sales enquiries, follow up, service requests, complaints and feedback for US customers of a Telecoms Company.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
Collections Officer
Citibank N.A, Citibank Building
04.2000 - 09.2000
- Front line collection for credit cards payment for Philippine Customers.
Education
Professional Certificate - Data Analytics
Google
Online09.2023
No Degree - Women's Entrepreneur Program
ISAN
Halifax, NS03.2017
Bachelor of Arts - English, Creative Writing
University of The Philippines
Manila, Philippines03.2000
Skills
- GSAP Microsoft Word, Excel spread sheet, PowerPoint, Eyretel and Etalk applications
- Business Administration
- Quality Management Systems
- Coaching and Mentoring
- Staff Management
- Business Development
- Client Service
- Marketing and Advertising
- Project Management
- Analytical and Critical Thinker
- Operational Analysis
- Adaptable and Flexible
- Balanced Work Ethic
Timeline
Owner, Operator
Holymoly! Milk Tea And Treats
10.2020 - 07.2023
Store Supervisor
Big Ray Asian Store
06.2014 - 04.2015
Financial Advisor
Sunlife Of Canada Philippines
09.2013 - 05.2014
Quality Analyst
Shell Shared Services, International Marine Lubes
07.2008 - 09.2013
Property Consultant
Regus
05.2007 - 08.2008
Salon Owner and Manager
Piggy Chiu Salon
09.2004 - 04.2007
Quality Evaluator
Convergys
09.2003 - 05.2007
Quality Analyst
Ambergris Solutions
11.2002 - 07.2003
General Affairs Officer
Maruka Enterprises
07.2002 - 10.2002
Customer Service Representative
ETelecare Global Solutions
07.2001 - 06.2002
Collections Officer
Citibank N.A, Citibank Building
04.2000 - 09.2000
Professional Certificate - Data Analytics
Google
No Degree - Women's Entrepreneur Program
ISAN
Bachelor of Arts - English, Creative Writing
University of The Philippines
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