1. KARLA CARDONA
18608 Burlington Pl., Denver, CO. 80249 * Mobile: (323) 365-8553 * Email: kcardona1982@gmail.com
PROFESSIONAL SUMMARY
Experienced manager with excellent client and project management skills. Action-oriented with
strong ability to communicate effectively with technology, executive, and business audiences. Dedicated to
continue my career with an organization that will utilize my diverse background in management, customer
service, and organizational skills to obtain mutual growth and success.
ACCOMPLISHMENTS
Reduced staff turnover by 30% in one year by implementing several well-received team and morale-
building programs. (Circuit City)
Improved customer retention in one year by 25% from the previous five years. (24 Hour Fitness)
Played an instrumental role in increasing customer satisfaction ratings with J.D. Power and Associates
from 73% to 94% within two years as Customer Service Manager. (24 Hour Fitness)
Awarded "The Best of 24" in 2012 for leading the company in team member engagement with the Pulse 24
survey for our specific location and having the most improved scores for the fitness clubs in our region.
(24 Hour Fitness)
Business Development: Developed new marketing strategy which increased customer base by 13%.
(Starbucks Coffee)
SKILLS
Interviewing/ Hiring Procedures Human Resources Management
Food Handler Certification Operations Management
Microsoft Office proficiency Risk Management
Hourly shift management Bank deposit procedures
POS systems Staff training and development
LANGUAGES
Bilingual in Spanish: Read, write, and speak.
WORK HISTORY
Barista/Assistant Store Manager, 08/2014 - Current
Starbucks Coffee – Los Angeles, CA
Communicates clearly, concisely and accurately in order to ensure effective store operations.
Filter communication to the shift team as directed by the store manager.
Contribute to positive team environment by recognizing alarms or changes in partner morale and
performance and communicating them to the store manager.
Demonstrate integrity, honesty, and knowledge that promote the culture, values and mission of
Starbucks.
Maintains and models a calm demeanor during periods of high volume or unusual events; continues to
keep store operating to standard and sets a positive example for the shift team.
Develops positive relationships with shift team by understanding and addressing individual motivation,
needs and concerns.
Engages in conversation with customers to understand customer needs and the needs of the community in
which the store is located.
Maintain regular and consistent attendance and punctuality.
Model a customer comes first attitude, delivers legendary customer service, and supervises partners to

2. ensure they are delivering legendary customer service.
Respond to immediate store needs by utilizing external resources such as Partner & Asset Protection,
Partner Resources, and Food & Beverage.
Reviews store environment and key business indicators to identify problems, concerns and opportunities
for improvement in order to provide coaching and direction to the shift team to achieve operational goals.
Communicate ideas to the store manager for broader areas of improvement.
Seasonal Sales Associate, 11/2013 – 01/2014
Gap Inc. – Los Angeles, CA
Confidently and proactively help resolve issues for customers and balance a number of customers in a busy
retail environment.
Contribute to a constructive work environment by consistently treating all Gap Brand workers and
shoppers with respect.
Discern the Gap Brand and goods from competitors with genuine associations with our customers.
Deliver results to contribute to the story's success. Work closely with Manager on duty to execute sale
strategies and coach employees on goal plans.
Maintain store expectations to improve customer shopping experience.
Demonstrate a great degree of integrity and impose/maintain all company policies and communicate
violations to the leadership team.
Accomplish floor replenishment and transport as needed to guarantee client satisfaction and size
availability.
Service Manager, 10/2008 – 02/2013
24 HOUR FITNESS, INC – Denver, CO.
Recruited, managed, and monitored an average of 25 team members.
Manage the day-to-day tactical and long-term strategic activities within the business.
Regulated employee schedules for three departments.
Assist the Club Manager with sales and promotions outside of the club.
Documented and followed through on the maintenance of the gym.
Recorded and audited all inventory of fitness equipment, retail, and health supplements.
Routinely prepared and evaluated Revenue reports to identify problems and areas for improvement.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Effectively manage departmental expenses to stay within allocated budget.
Developed and implemented policies, procedures and process improvement initiatives to improve
retention rates and increase customer satisfaction.
Customer Service Associate Lead, 04/2005 – 06/2008
CIRCUIT CITY, INC – Greeley, CO.
Opened a new store location and assisted in recruiting and training new staff.
Manage the activities of 30 employees in the Media, Electronic, and Front Desk departments.
Establish procedures with E-Verify programming and I-9 regulations.
Assist in opening/closing procedures for operations management.
Verified details of transactions, including funds received and total account balances.
Develop rapport with the customer base by handling difficult issues with professionalism.
Provide a high level of product and leadership support to representatives and clients.
Sales Specialist, 01/2004 - 03/2005
VICTORIA'S SECRET – Greeley, CO.
Completed floor replenishment to guarantee size availability and promote customer satisfaction.
Design displays to make the store experience interactive and engaging.
Display the appropriate signaler for products and sales promotions.
Organized and located inventory and updated store spreadsheets.
Conduct staff meetings with sales personnel to introduce new merchandise.
Received and processed cash and credit payments for in-store purchases.

3. EDUCATION
HIGH SCHOOL DIPLOMA: May 2000
Poudre High School - Fort Collins, CO.
Emphasis in Advanced English
Coursework in Business Administration and Skills
Advanced Business Marketing course
Associate of Science- General Psychology, Minor: Child Psychology: May 2002
Front Range Community College - Fort Collins, CO
Coursework in Human Behavior
Volunteered with Human Services: Psychology Dept.
Completed Larimer County Training Course: Juvenile Counseling (Aug. 2001)