Jesse Leiva

JESSE CHRIS LEIVA --www.linkedin.com/in/codexj3ss3 3012 Greenway Blvd Falls Church, VA 22042 PROFILE An experienced customer service specialist fluent in English and Spanish, with many years in the field. Known for quick learning abilities and exceptional communication skills, this team player excels in managing customer interactions efficiently and effectively. Additionally, possess strong problem-solving skills that enhance their ability to address customer needs and challenges. WORK EXPERIENCE Lead Barista (May 2018 - Jun 2022) Dolcezza Gelato - Fairfax, VA Monitored inventory levels of coffee beans, syrups, cups, lids to ensure adequate supplies were available at all times. Participated in regular meetings with managers discussing upcoming promotions and events. Utilized customer service skills ti effectively handle customer inquiries and complaints. Managed opening, closing procedures including setting up and breaking down workstations. Trained other baristas on proper use of the coffee machines and tools as wells as latte art techniques. Created weekly reports detailing sales figures, waste reduction goals and employee performance metrics. Demonstrated strong leadership skills by managing staff schedules and delegating tasks effectively. Updated menus regularly with seasonal specials or limited time offers. Ensured that health codes were followed at all times while handling food or beverages. Kept accurate records of sales and cash register operations. Student Monitor (Apr 2021 - June 2022) Fairfax County Public Schools - Falls Church, VA Actively participated in faculty meetings and other school events as needed. Provided assistance to students with academic and social concerns in a respectful, patient manner. Demonstrated excellent interpersonal communication skills when interacting with staff and students. Provided support services to students with special needs based on their individual needs. Assisted in creating a safe learning environment free from bullying or harassment. Adhered to confidentiality guidelines when dealing with sensitive information about students. Conducted individual or small group instruction as directed by school personnel. Supervised student arrival, dismissal times at the beginning, and of each school day. Collaborated with administrators to developed behavioral plans for identified students. Monitored student work activities to ensure compliance with school rules and regulations. Executive Team Leader - Guest Experience (Nov 2015 - May 2019) Target Corp - Merrifield, VA • Collaborated with other departments to develop strategies that improved communication between teams and better addressed customer needs. • Generated weekly and monthly reports detailing progress towards goals as well as any issues or concerns requiring attention. • Provided leadership during peak hours ensuring proper staffing levels were maintained at all times. • Evaluated employee performance using established metrics such as attendance rates, productivity levels. • Encouraged collaboration among employees creating an inclusive work environment where everyone felt valued. • Conducted regular meetings with staff to review operational procedures and discuss feedback from customers. • Established clear expectations regarding job duties and responsibilities among team members. • Performed routine audits of departmental practices to confirm accuracy of operations. • Recruited qualified candidates through networking events and job fairs and conducted initial interviews as part of the hiring process. • Managed a team of over 25 Guest Experience Associates in a high-volume retail environment, providing guidance and support to ensure effective customer service. • Developed strong relationships with vendors to secure discounts on products and services needed for daily operations. • Identified areas of improvement for customer service initiatives, resulting in increased customer satisfaction scores by 10%. • Utilized problem solving skills to quickly resolve challenging customer interactions while maintaining a positive atmosphere. Front End Lead Supervisor (Mar 2015 - Oct 2015) Kmart Corp - Annandale, VA • Delivered excellent customer service by greeting and assisting each customer • Addressed customer inquiries and resolved complaints • Designed and implemented customer satisfaction metrics • Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts • Determined staff promotions and demotions, and terminated employees when necessary • Completed weekly schedules according to payroll policies • Maintained daily record of all transactions • Trained staff to deliver outstanding customer service • Developed, implemented and monitored programs to maximize customer satisfaction • Improved service quality and increased sales by developing a strong knowledge of company's products and services • Addressed negative customer feedback immediately • Effectively communicated with team members to maintain clearly defined expectations • Resolved customer questions, issues and complaints • Opened and closed the store, which included counting cash drawers and making bank deposits • Trained and mentored new cashiers • Maintained work area in clean and neat manner • Accepted merchandise returns • Managed cashier shifts and breaks • Built and maintained productive relationships with employees • Documented performance issues • Provided input on department transfers and promotions Membership Acquisition and Retention Manager (Mar 2013 - May 2015) Bjs Wholesale Club - Falls Church, VA • Provided ongoing coaching and feedback to team members on their performance against established objectives. • Developed and implemented customer retention strategies to increase customer satisfaction and loyalty. • Conducted regular meetings with team members to discuss best practices in customer service management. • Created, maintained and monitored a customer service database for tracking customer complaints and feedback. • Developed effective communication tools to ensure customers were kept informed of product updates, features, promotions and other relevant information. • Implemented strategies designed to improve the overall quality of service provided by frontline staff members. • Established policies and procedures for resolving customer issues quickly and efficiently. • Organized training sessions for employees on topics related to customer service excellence standards. • Participated in weekly staff meetings and met with management to review progress and status of various issues. • Conducted investigations for employee complaints and concerns to determine resolutions. • Managed employee lifecycle processes by handling onboarding, employee performance, and discipline tasks. • Designed and implemented human resources policies and procedures. • Oversaw and coordinated content onboarding processes for new hires. • Generated monthly reports highlighting key performance indicators related to member acquisition, retention and engagement. • Maintained accurate records of all members' profiles and transactions using database software. • Handled difficult customer situations with professionalism and composure while maintaining a positive attitude. EDUCATION Northern Virginia Community College () Annandale, VA Associate in Science (A.S.) Business Administration SKILLS Team Player Listening Detail Oriented Time Management Written and oral communication skills Excellent Multi-tasker Courteous Demeanor Inventory Control