Nicole DeLeon
Norcross
Summary
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager
Jersey Mike's
01.2025 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
Customer Service Representative
Bakkt
11.2023 - Current
- Assist customers in a high volume environment
- Utilize softwares such as Microsoft, Epsilon, Word, and more to help the client in regards to a multitude of problems
- Prioritize customer needs and tailor situations by emphasizing with clients based on their needs
- Ability to communicate with all kinds of clients in an efficient manner while ensuring company procedures are followed
- Works with airlines using Amadeus to place travel reservations
- Utilizes multiple software programs such as Teams and Five 9
- Experience working with escalations regarding travel reservations and general rewards programs for a variety of credit cards
Service Manager
Chipotle
04.2023 - 12.2023
- Oversee daily operations, including opening and closing procedures, inventory management, and cash handling
- Ensure high levels of customer satisfaction by addressing complaints and resolving issues promptly
- Lead by example in delivering excellent customer service and maintaining cleanliness and orderliness in the restaurant
- Maintain open and effective communication with employees, management, and corporate headquarters
- Supervise and motivate team members to ensure a positive work environment
- Delegate tasks effectively and ensure everyone understands their responsibilities
Senior Operations Admin
Fedex Ground
03.2021 - 04.2023
- Oversaw daily operations, ensuring efficient and timely delivery of packages to customers
- Managed a team of 14 employees, providing guidance, training, and support to enhance productivity and performance
- Developed and implemented streamlined processes, resulting in a 15% increase in operational efficiency
- Collaborated with cross-functional teams to resolve customer issues and improve service quality
- Prepared and analyzed reports, identifying areas for improvement and implementing corrective actions
Clerk Trainer
QuikTrip
07.2019 - 03.2023
- Conducted training sessions for new crew members, ensuring they were equipped with the necessary skills to perform their duties effectively
- Provided ongoing coaching and feedback to enhance employee performance and customer satisfaction
- Assisted in inventory management, including stock replenishment and rotation
- Operated cash registers, processed transactions, and maintained accurate records
- Collaborated with team members to ensure a smooth and efficient workflow
Education
High School Diploma -
Georgia Gwinnett College
Lawrenceville, Georgia05-2028
Skills
- Strong leadership and team management abilities
- Excellent customer service and interpersonal skills
- Proficient in inventory management and cash handling
- Exceptional problem-solving and decision-making skills
- Detail-oriented with excellent organizational abilities
- Proficient in Microsoft Office Suite and Google software programs
- Strong understanding of psychological theories and concepts
- Proficient in conducting research, data analysis, and interpreting findings
- Excellent knowledge of human behavior, cognition, and emotional processes
- Ability to apply psychological principles to real-world situations
- Effective communication and active listening skills
- Critical thinking and problem-solving abilities
- Empathy and understanding of diverse perspectives
- Ethical decision-making and adherence to confidentiality
- Proficient in resolving escalations through both telephonic and face-to-face communication, utilizing strong management skills to address complex issues
- Customer service
- Money handling
- Team leadership
- Decision-making
- Staff supervision
- Staff training and development
- Operations management
Certification
Manager Food Handler Certificate
Languages
Spanish
Native or Bilingual
Timeline
Assistant Manager
Jersey Mike's
01.2025 - Current
Customer Service Representative
Bakkt
11.2023 - Current
Service Manager
Chipotle
04.2023 - 12.2023
Senior Operations Admin
Fedex Ground
03.2021 - 04.2023
Clerk Trainer
QuikTrip
07.2019 - 03.2023
High School Diploma -
Georgia Gwinnett College
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