Rosalind Serrano
San Jose
Summary
Seasoned Manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve goals.
Overview
30
30
years of professional experience
Work History
Front End Cashier
Sprouts Farmer Market
Sunnyvale
10.2021 - Current
- Processed customer transactions accurately and efficiently at the front end.
- Maintained cleanliness and organization of checkout areas to enhance the shopping experience.
- Supported inventory management by restocking shelves and monitoring product availability.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Conducted daily cash drawer reconciliations to ensure accurate financial reporting.
- Monitored and ensured compliance with all safety and health regulations at the front end.
- Provided exceptional customer service while handling high-volume transactions during peak hours.
- Trained new cashiers on operational procedures and company policies to ensure consistency.
- Processed returns and exchanges following store policies to maintain customer satisfaction.
- Resolved customer complaints in an efficient manner while maintaining excellent customer service standards.
- Dealt courteously with irate or difficult customers in order to defuse potentially volatile situations.
- Performed opening duties such as counting money in register drawers and reconciling receipts with sales totals.
- Adhered to all health regulations concerning food handling practices.
Guests service manager
Target
Mountain View
12.2019 - 09.2021
- Led a team of guest service associates to enhance customer satisfaction and loyalty through effective training and support.
- Developed and implemented guest service protocols to improve response times and service quality across departments.
- Conducted regular performance evaluations to identify training needs and improve team skills in customer service.
- Managed guest feedback processes, analyzing data to drive improvements in service delivery and overall experience.
- Resolved customer conflicts by employing effective communication and problem-solving skills to achieve satisfactory outcomes.
- Trained new hires on company policies, guest service expectations, and operational procedures to ensure consistency.
- Established a recognition program to reward team members for outstanding guest service, boosting morale.
- Ensured compliance with health and safety regulations to protect guests and staff while creating a positive shopping experience.
- Provided support with day-to-day operational issues related to guest services.
- Ensured proper maintenance of facilities used by guests.
- Implemented new processes and systems to enhance the overall customer experience.
- Negotiated contracts with vendors or suppliers when needed.
- Ensured compliance with all safety regulations when dealing with hazardous materials.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw recruiting, interviews and new employee hiring.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Scheduled space or equipment for special programs, meetings and conferences.
Front End Manager Supervisor
Safeway
San Jose
12.2009 - 04.2019
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Estimate consumer demand and determine the types and amounts of goods to be sold.
- Assign employees to specific duties.
- Enforce safety, health, and security rules.
- Train and evaluate personnel in sales establishments when appropriate.
- Implemented process improvements to streamline checkout procedures and reduce wait times.
- Facilitated communication between staff and management to address concerns and improve morale.
- Analyzed sales data to identify trends and adjust strategies for improved performance.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Assigned tasks to team members based on strengths and operational needs.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
Assistant Store Manager
The Home Depot
San Jose
06.2000 - 11.2009
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Establish credit policies and operating procedures.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Assign employees to specific duties.
- Keep records of purchases, sales, and requisitions.
- Enforce safety, health, and security rules.
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Plan and prepare work schedules and keep records of employees' work schedules and time cards.
- Review inventory and sales records to prepare reports for management and budget departments.
- Examine products purchased for resale or received for storage to assess the condition of each product or item.
- Establish and implement policies, goals, objectives, and procedures for their department.
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
- Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Participated in staff training sessions to improve employee product knowledge and customer service skills.
- Engaged with customers to address inquiries, resolve issues, and ensure satisfaction with their shopping experience.
- Maintained operational compliance with company policies and safety regulations to ensure a secure shopping environment.
- Monitored employee performance and provided constructive feedback to support professional development.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
Cashier
The Home Depot
San Jose
06.1996 - 06.2000
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Keep accurate records of monetary exchanges, authorization forms, and transaction reconciliations.
- Issue receipts, refunds, credits, or change due to customers.
- Assist customers by providing information and resolving their complaints.
- Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
- Accept credit applications and verify credit references to provide check-cashing authorization or to establish house credit accounts.
- Greet customers entering establishments.
- Answer customers' questions, and provide information on procedures or policies.
- Process merchandise returns and exchanges.
- Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.
- Weigh items sold by weight to determine prices.
- Issue trading stamps, and redeem food stamps and coupons.
- Keep periodic balance sheets of amounts and numbers of transactions.
Education
High School Diploma -
Leland High School
San Jose, CASome College (No Degree) - Business Administration And Management
De Anza College
Cupertino, CASkills
- Customer and Personal Service
- Sales and Marketing
- Administration and Management
- Active Listening and coordination
- Monitoring
- Speaking
- Critical Thinking
- Service Orientation
- Resources
- Time Management
- Complex Problem Solving
- Judgment and Decision Making
- Reading and writing Comprehension
- Systems Analysis
- Active Learning
- Public Safety and Security
- Inventory and Budget management
- Team leadership
- Conflict management / resolution
- Performance evaluation and training
- Policy implementation
- Staff supervision
- Effective planning
- Analytical mastery
- Team supervision
- Employee development and training
- Administrative support
Timeline
Front End Cashier
Sprouts Farmer Market
10.2021 - Current
Guests service manager
Target
12.2019 - 09.2021
Front End Manager Supervisor
Safeway
12.2009 - 04.2019
Assistant Store Manager
The Home Depot
06.2000 - 11.2009
Cashier
The Home Depot
06.1996 - 06.2000
High School Diploma -
Leland High School
Some College (No Degree) - Business Administration And Management
De Anza College