SHAWNALY PARIS ROMAN
Trujillo Alto
Summary
Dynamic leader and fully bilingual professional with a proven track record in administration and customer service. At Mecatos Bakery & Café, led the successful launch of a franchise, overseeing all aspects from staffing to sales analysis, demonstrating exceptional organizational and leadership skills. Excelled in roles requiring integrity, communication, and detail-oriented management, enhancing customer satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
Interpreter/Customer Service Specialist/Inbound Call Center Representative
Kelly Services
Guaynabo
05.2024 - Current
- Interpreted verbal conversations between individuals with limited English proficiency.
- Adhered to ethical codes protecting information confidentiality.
Operations Manager/Project Manger
Mecatos Bakery & Café
Orlando
01.2020 - 01.2024
- Led the development of the opening of one of the company's franchises, including supervising the structure build, media marketing, hiring process, employee training, and bookkeeping.
- Day-to-day logistics.
- Oversaw 30+ employees, team leads, and managers.
- Analyzed monthly and year-to-date sales.
- Managing accounting, including payroll, invoices, and utilities.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Vendor handling.
- Planned delivery routing, team workflows, and promotional initiatives.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Prepared staff work schedules and assigned team members to specific duties.
- Updated and maintained databases with current information.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Specialist/Inbound Call Center Representative
Consolidated Credit Solutions
Fort Lauderdale
01.2019 - 01.2020
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Prevented key account losses by researching discrepancies and correcting problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Assistant Manager/Bookkeeping
Walgreens
Hato Rey
01.2009 - 01.2018
- Day-to-day logistics.
- Opening and closing of the store.
- Processed payroll entries, invoices, payments, and deposits
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Managed staff scheduling activities including assigning shifts, approving leave requests, and monitoring attendance.
- Maintained accurate employee records and acted as an HR guidance.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Implemented quality control measures to uphold company standards.
- Yearly Inventory and Reports.
- Resolved customer complaints regarding sales and service.
- Oversaw local sales, managers, and staff.
Education
AA - Business
Universidad Ana G. Mendez
Carolina, Puerto Rico01.2011
High School Diploma -
Hallandale High School
Hallandale, Florida01.2008
Skills
- Fully bilingual
- Leadership
- Integrity
- Administration and management
- Organizational awareness
- Planning and evaluating
- Communication
- Customer service
- Human Resources
- Logistics
- Detail-oriented
- Time management
- Bookkeeping
- Scheduling
- Creativity
- Accounting
Timeline
Interpreter/Customer Service Specialist/Inbound Call Center Representative
Kelly Services
05.2024 - Current
Operations Manager/Project Manger
Mecatos Bakery & Café
01.2020 - 01.2024
Customer Service Specialist/Inbound Call Center Representative
Consolidated Credit Solutions
01.2019 - 01.2020
Assistant Manager/Bookkeeping
Walgreens
01.2009 - 01.2018
AA - Business
Universidad Ana G. Mendez
High School Diploma -
Hallandale High School
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