Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Felicia Bratcher

San Tan Valley

Summary

Experienced in team leadership, strategic planning, and operational management. Leveraging effective communication and organizational skills to drive project success. Proven track record of fostering productive work environments and consistently achieving set goals. Adept at leading teams towards excellence.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Manager

Circle K
08.2017 - Current
  • 1 year as a CSR
  • 2 weeks as a Lead CSR
  • 2 1/2 years as a Assistant Manager
  • 5 years as a store manager
  • 10 1/2 months as a dueling manager
  • Im a huge team player and believe im only as good as the team I have created
  • I work with my team and make it a point to show them I work just as hard as they do
  • Recruit, hire and train positive, enthusiastic employees, ensuring excellent customer service
  • Develop, manage and assign tasks appropriately to ensure the site is clean, adequately stocked, organize and well-kept based on Company standards
  • Maintain a professional and supportive image among subordinates and supervisor
  • Schedule employees within Company guidelines to maximize customer service and maintain site image
  • Implement non-discriminatory related management skills while hiring, training, counseling, motivating and separating employees
  • Develop positive and professional relationships with all suppliers
  • Promote excellent service and resolve customer complaints in a timely, professional manner
  • Prepare on-going and timely performance appraisals in writing for all employees, providing proper performance based feedback
  • Train all employees ensuring that customer service, site image and marketing execution meet Company standards
  • Train all employees on safety procedures and promote safety awareness
  • Develop ways and means to ensure that all employees receive proper communication in a timely manner
  • Evaluate and develop specific action plans to address the needs of the site in order to reach the desired objectives
  • Manage and supervise store employees to ensure that all merchandise is stocked, attractively displayed and priced correctly
  • Analyze daily sales and expense information and take appropriate action to maximize sales and net profits
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Safeguard and account for all money received and disbursed
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Perform all other financial analysis necessary to maximize sales and net profits
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • At all times work as an effective manager, supervisor and leader

Plate Operator and sampling manager

PDI, Inc.
10.2007 - 05.2010
  • Proof read all print jobs before the plates were sent to print
  • Printed all plates to send to print
  • Provided on-the-job training to newly hired workers and team members.
  • Proof read all samples after printing before sending 50 to 75 samples per coupon run to each customer
  • Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
  • Worked on deadlines for each customers print job
  • Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
  • Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.

Team Lead/CSR

Mobile On The Run
08.2006 - 09.2007
  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
  • Create better modes of operations to make customer service easier for both team members and customers
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation
  • Create and implement work procedures that would enhance the organization and departmental service delivery, operating procedures and standards
  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work

Delivery Driver

Venezia's Pizzeria
07.2005 - 10.2006
  • Delivered pizzas in a timely manner
  • Help clean up after each shift
  • Helped answer phones to create delivery and pickup orders

Education

High school diploma -

Apache Trail High School
Apache Junction, AZ
06.2005

Skills

  • Financial Management
  • Team management
  • Inventory Control
  • Process Improvement
  • Data entry
  • Communication skills
  • Pricing
  • Strategic Planning
  • Mentoring
  • Microsoft Office
  • Profit & Loss
  • Budgeting
  • Microsoft Word
  • Project Management
  • Sales
  • Conflict management
  • Recruiting
  • Forecasting
  • Time management
  • Financial Planning
  • Team leadership
  • Payroll
  • Decision-making
  • Phone etiquette
  • Management
  • Merchandising
  • Organizational skills
  • Customer service

Certification

Food Handler Certification

Awards

Making a Difference Champion, 04/01/22, Making a difference champion means going above and beyond for your team. It means taking time away from your own store to provide assistance in helping aid other managers in need.

Timeline

Manager

Circle K
08.2017 - Current

Plate Operator and sampling manager

PDI, Inc.
10.2007 - 05.2010

Team Lead/CSR

Mobile On The Run
08.2006 - 09.2007

Delivery Driver

Venezia's Pizzeria
07.2005 - 10.2006

High school diploma -

Apache Trail High School

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Felicia Bratcher