Norma Oliva

• 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. Cashier, taking credit card payments, refunds, exchanges.
• Contributed to sales growth by upselling products company credit cards.
• Addressed customer inquiries to ensure satisfaction and positive service experience. Making sure they take Survey.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Bookkeeping, Quickbooks, Payroll, Accounts Payable & Receivable. Profit & loss management. Operations management.
• Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
• Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
• Increased customer satisfaction by developing effective client feedback system that led to service improvements.
• Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Under immediate supervision, performs a variety of clerical duties of a routine and recurring nature.

Prepared a variety of letters, memos, forms, reports, arithmetical summaries, and other material, typically using computer software. Compiles, interprets, and codes data from various sources; enters data utilizing computer systems and programs for functions such as procurement, finance, student attendance, and personnel; and prepared related reports. Checked forms and records for completeness and accuracy. Maintained files, records, and other information. Respond to employee/public inquiries by telephone and in person to provide or request information. Ordered, received, and distributed office supplies. Received, sorted, and distribute incoming and outgoing correspondence. Operated a variety of office equipment, e.g., computers, printers, copiers, calculators, typewriters, microfilm machines, facsimile machines, etc. Reports software and hardware problems to the ITD Helpdesk. Prepare, modify, and update simple spreadsheets. assist in preparing employee time reports and maintaining routine bookkeeping and payroll records. orient and train new employees and/or student workers in office procedures. Performs related duties as assigned.

Assisted three school counselors.

• Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service. 100% Customer Service satisfaction.
• Carefully interviewed, selected, trained, and supervised staff and Managers.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Reconciled cash and credit card transactions to maintain accurate records. Bank Deposits. Profit & loss management. Create Monthly reports.
• Correctly calculated inventory and ordered appropriate supplies.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Tracked daily sales transactions and invoices for accurate and updated financial reporting.
• Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
• Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
• Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
• Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
• Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
• Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
• Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
• Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
• Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
• Facilitated regular safety training sessions for all team members to ensure a safe working environment free from accidents or injuries.
• Developed, implemented, and managed business plans to promote profitable food and beverage sales.
• Increased sales during off-peak hours by creating and promoting special offers.

• Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
• Improved customer satisfaction by providing personalized banking solutions and exceptional service.
• Promoted financial products by maintaining excellent service offering knowledge.
• Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
• Boosted sales of bank products through effective cross-selling and up-selling techniques.
• Cross-sold bank products and services to meet customer needs and provide options.
• Enhanced client retention with proactive follow-ups and timely resolution of account issues.
• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Followed up with customers to gather feedback and provide additional assistance.
• Identified opportunities for business growth by analyzing client feedback and market trends.
• Streamlined loan application processes, reducing wait times and improving client experience.
• Verified customer identity and reviewed documentation for accuracy.
• Greeted customers and delivered information about new account processes.
• Collected customer information and completed new account forms.
• Backed up teller team by handling needs of new and existing customers at main counter.
• Maintained customer records and updated account information.
• Received frequent recognitions and rewards for top performance.