Naomi Magdaleno
El Paso
Summary
Detail-oriented Department Manager keeps employees and work area on-target with proactive management of day-to-day demands and unique customer and employee situations. Motivational employee leader and respectful conflict mediator skilled at promoting satisfaction and loyalty. Great interpersonal communication and multitasking abilities. Versatile Responsible and dependable professional with 5 years of comprehensive experience overseeing staff, conducting training and implementing strategies. Familiar with successful training methodologies and industry developments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Department Manager
Octavio Jacquez
El Paso
08.2018 - Current
- Lead and manage a team of 58 employees of different generations in the Department, ensuring that all tasks are completed efficiently and on time.
- Developed strategies to improve customer service and increase sales by 10% within 6 months.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Conducted regular performance reviews to monitor progress of individual employees.
- Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Created monthly schedules for staff members to ensure adequate coverage during peak hours.
- Organized quarterly meetings with senior management to review departmental goals and objectives.
- Evaluated employee feedback surveys regularly to identify areas of improvement in customer service.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Provided technical support as needed when troubleshooting issues related to equipment or software (registers, monitor, screens, etc.)
- Handled shift overstock, restocking and inventory control.
- Followed safety protocols and company processes and procedures.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Performed opening and closing duties as part of management team and handled cash management.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Interviews.
- Travel paths.
- Deposits.
- Payroll.
- Scheduling.
- Works under pressure, fast service, but with a good quality.
Customer Service Specialist
GDIT
North Carolina
04.2021 - 03.2022
- Assisted in the scheduling of COVID-19 testing appointments for callers.
- Provided resources and referrals to individuals seeking medical assistance related to COVID-19.
- Educated callers on preventative measures such as social distancing, handwashing, and wearing masks.
- Conducted follow-up calls with patients to ensure compliance with post-test protocols.
- Performed data entry tasks related to patient information and test results.
- Answered incoming inquiries from healthcare providers regarding COVID-19 testing procedures.
- Identified potential areas of risk or concern during conversations with callers and reported them accordingly.
- Advised callers on symptoms associated with COVID-19 infection and when they should seek medical attention.
- Gave guidance on best practices for self-quarantine following exposure to a positive case of COVID-19.
- Verified caller information prior to providing any services or advice.
- Ensured that all questions were answered accurately and completely in a timely manner.
- Provided emotional support for individuals struggling emotionally due to the pandemic.
- Assessed caller needs by listening carefully and responding appropriately.
- Participated in regular training sessions designed to keep volunteers up-to-date on changes in protocol or procedure related to the virus.
- Completed paperwork within established guidelines to document consumer requests.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
Education
Associate of Arts - Nursing
El Paso Community College
El Paso, TX12.2021
High School Diploma -
El Paso High
El Paso, TX06.2018
Some College (No Degree) - Nursing
University of Texas At El Paso
El Paso, TXSkills
- Customer Service
- Performance Management
- Employee Scheduling
- Safety and Security
- Personnel Management
- Training and Development
- Recruiting and Hiring
- Department Leadership
- Emergency Response
- Work Planning and Organization
- Problem-Solving
- Customer Engagement
- Public Speaking
- Leadership
- Analytical and Critical Thinking
Languages
Spanish
First Language
English
Advanced (C1)
C1
Affiliations
- Quality time with my family.
- Spend time with my dog, and myself.
- Organized and planning future personal goals.
Accomplishments
- Employee of the month.
Certification
Certified Shift Manager.
Certified Department Manager.
Timeline
Customer Service Specialist
GDIT
04.2021 - 03.2022
Department Manager
Octavio Jacquez
08.2018 - Current
Associate of Arts - Nursing
El Paso Community College
High School Diploma -
El Paso High
Some College (No Degree) - Nursing
University of Texas At El Paso
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