Herminia Yanin Pineda

• Collaborated with other departments to guarantee customer satisfaction during suggested eclipse changes.
• Trained new employees on company procedures, products, and best practices in customer service.
• Utilized problem-solving skills to address customer queries and complaints.
• Identified and corrected critical errors in the company's returns process. Partnered with key departments to align procedures and ensure smooth operational flow across teams. Led the development, documentation, and rollout of the new process, significantly improving accuracy, efficiency, and customer satisfaction.
• Participated in regular leadership meetings to share ideas for improvement and stay informed about updates within the company or industry trends impacting our customers'' needs.
• Proactively collaborated with the IT team to suggest Eclipse enhancements aimed at improving the order-taking process, providing better freight options, and supporting training initiatives for updated procedures.
• Dedicated and loyal team leader with a proven ability to drive results while maintaining a strong focus on customer and employee satisfaction.

• Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
• Achieved cost savings by negotiating contracts and securing favorable pricing with suppliers.
• Served as Purchasing Agent and partnered with a major vendor (Amerock) to redesign their dropship program, shifting the structure to benefit the company on most orders instead of incurring freight-related losses.
• Purchasing Agent for one of the company's fastest-growing product lines, MLC. Played a key role in developing new processes to ensure accurate order entry and created critical order fields that prompted the correct information, ensuring paint was produced to exact specifications.

Oversee multiple facets of daily business operations, directing customer service, exhibit development, store inventory, museum marketing and human resources. Proactively manage 8 direct employees and volunteer teams of up to 200 professionals. Work in partnership with Executive Director to create long-term planning and implement strategic goals. Key achievements include:

• Initiated new systems and procedures slated to improve operational efficiency with 90% improvement on customer calls, booking, invoices and sale services with expected new revenue of $38,000 monthly
• Implemented new programs to increase museum attendance sales from $9,000 to $27,000 a month and increase staff productivity by 50%, all during hiring freeze and budget restrictions
• Evaluated store inventory and established competitive product pricing taking store sales from $200 to $8,000 per month
  
• Diligently collaborated with event vendors, museum partners, customers and volunteers to improve museum public relations, retain new partnerships and organize 5 annual museum events
  
• Functioned as Operations Manager for 2017 during Museum renovation, helping to fundraise $70,000 while coordinating logistical plans, exhibit purchasing, budgeting, scheduling and staff management
  
  
  

Cultivated a collaborative and positive customer service culture to improve customer satisfaction and company success. Interfaced with customers on a day-to-day basis to ensure good rapport, brand education and promotion of events. Implemented weekly corporate price changes, merchandized displays and maintained stock levels. Key achievements:

• Played an instrumental role in driving store to consistently rank within top 5 in the region for productivity, operations and customer satisfaction
• Played a key role in taking the store from a 1 million loss to $40,000 in 1 year
• Fostered 80% of customer loyalty by implementing the Score Card
• Resolved 200 trouble tickets per month with quality assurance of 100%
• Awarded Employee of the month for commitment to going beyond the call of duty on a regular basis
  

Key player of the management team helping to create a customer focused shopping environment. Responsible for daily reports, follow-through on all customer issues, employee scheduling and performance review. Key achievements:

• Maintained a calm and professional manner while resolving merchandize issues with as many as 30 angry customers a day
• Mentored and trained sales associates to ensure outstanding service
• Selected as closing manger for three years in a row to improve visual merchandizing, inventory control, price strategy and prepare store to be open ready
• Collaborated with loss prevention to reduce theft in store by $50,000 in 1 year
• Ranked top associate multiple years in a row for new open credit lines

Headed all aspects of customer relations. Supervised and trained all new employees in customer service protocol, data entry, data retrieval and conflict resolution.Key achievements:

• Built a reputation for achieving excellent client satisfaction and promoting "win- win" situations
• Established employee incentives that enhanced customer engagement and employee productivity
• Open and closed all tills of the stores including 15 registers-oversaw theft prevention program and initiatives saving store an annual amount of over $5,000
• Received Customer Service Award in 2008