Evita Silina

• Coordinating daily restaurant management operations. Organize
  and supervise shifts, appraise staff performance and provide
  feedback to improve productivity. Increase company's NPS and
  KPI'S. Work with Oracle and company sales tools. Implement
  dynamic operational working procedures, to support the delivery
  of service excellence. Monitor the team’s performance promoting
  achievements and identifying weaker areas for improvement.

• Used open-ended questioning to understand customer needs and
  recommended appropriate products. Resolved customer queries
  using active listening and problem-solving skills. Responded to
  customer complaints, diffusing tension and reporting feedback to
  supervisors for service delivery improvement.

Achievements: associate of the month showing best results in charity
donation and new applies for loyalty cards.

• Provided performance coaching and implemented strategies for
  career development, delegating tasks, set deadlines and KPI's, set
  clear team goals and manage the clients database. Develop individual
  sales skills for a team of 15 sales professionals. Calls monitoring to
  offer best customer service.
  Achievements: conducted call monitoring campaigns in order to
  achieve highest customer service standards and KPI's, improved
  inventory system through acquisition of a new product monitoring
  tool.

Communicated work goals and deadlines to employees to increase
productivity and meet project benchmarks. Monitored team
performance and report on metrics. Monitored data management
system for compiling and tracking performances at a team and
individual level.
Achievements: over 6 month period increased team results by 56%.
Organized a new call assessment tool and adopted to insurance KPI's,
Achieved the highest results in the region.

• Suggested changes to standard operational and working practices,
  provided leadership needed to develop and implement continuous
  improvements. Tactfully handled complaints from the team,
  management and clients using excellent problem-solving and dispute
  resolution skills. Used a quality monitoring data management system
  for compiling and tracking performances at a team and individual
  level, monitoring team performance and report on metrics.
  Achievements: Led the internal recruitment process for a team of 20
  employees, organized the company's first team building session
  which involved 500 employees, annually maintained highest team
  results in the business on the Outband sales team.

• Coordinating daily restaurant management operations. Organize and
  supervise shifts, appraise staff performance and provide feedback to
  improve productivity. Trained new and current employees on proper
  customer service practices. Created detailed reports on weekly,
  monthly and annual revenues and expenses.
  Achievements: Assisting Rebranding of restaurant, integrating new
  employees, improving seasonal menu, increased restaurant income by
  42%,

• Coordinating daily restaurant management operations, train new and
  current employees on proper customer service practices