This document is a resume for Venus Serrano, who has over 10 years of experience in customer service and management positions for automotive retailers. She currently works as a General Store Manager for O'Reilly Auto Parts, where her responsibilities include managing personnel, overseeing daily operations, and ensuring goals for sales and inventory are met. Prior to her current role, she held other management and customer service roles at O'Reilly Auto Parts and AutoZone, demonstrating strong performance in areas like customer satisfaction, process improvement, and staff training.

1. VENUS SERRANO CUSTOMER SERVICE SUPERVISOR
219-315-9510  vmserrano@yahoo.com 4440 S. Hohman  Hammond, IN, 46237
A dedicated Customer Service Supervisor offering several years of experience in management positions for internationally
renown retailers. Excels at managing personnel, identifying strengths and placing those team members in roles that result
in success. Well-versed in policies and procedures, multi-tasking, delegating assignments and leading team members
toward the accomplishment of both short and long-term objectives. Areas of Expertise include:
 Service Reliability  Analyze Workload Volume  Identifying Customer Needs
 Performance Management  Performance Evaluation  Project Management
 Staff Training & Mentorship
 Department Coordination
 Internal Communication
 Policy Implementation
 Process Improvements
 Operational Efficiency
 Client Satisfaction
 Procedure Development
 Problem Resolution
EXPERIENCE & NOTABLE CONTRIBUTIONS
O’REILLY AUTO PARTS  Sept. 2013 - Present
A leading provider of auto parts to businesses and retail customers with over 4,500 locations.
GENERAL STORE MANAGER  May. 2015 – Present; (Prior Positions: Asst. Store Manager, HR Intern & Entry Level Manager)
Effectively manage the sales, appearance and overall operation of the store. Objectives include demonstrating consistent
sales growth, ensuring project meet the brand image and operating the location as a profit center. Additionally, follow the
policies and procedures designed to ensure that the location operates economically and efficiently. C.P.P. Certified.
KEY ACCOMPLISHMENTS:
 Successfully managed a team of six setting sales goals per each team member’s job description.
 Modified sales techniques for products that resulted in meeting or exceeding sales goals in both retail & wholesale.
 Oversaw inventory and shrink, making the necessary adjustments based on sales.
 Managed payroll, onboarding and staffing of fellow colleagues.
 Performed team training, coaching and corrective measures.
 Supervised commercial deliveries, outsourcing parts and inventory management.
 Handled cash deposits, opening closing and the oversight of store appearance.
 Effectively manage and limit loss prevention through surveillance, inventory, transaction history and awareness.
 Regularly make visit a variety of customers listening to their business needs and offering products that help drive
sales growth. This directly results in the building of long-term relationships and repeat business.
 Recognized as a leader who grew the wholesale business.
AUTOZONE  Sept. 2011 – Sept. 2013
Founded in 1979, this leading provider of auto parts has more than 5,000 locations.
CUSTOMER SERVICE REPRESENTATIVE
Provided top-tier customer support and guidance assessing the needs of the client and providing the associated parts for
their respective needs. Followed all company policies and procedures while maintaining organization within the store.
KEY ACCOMPLISHMENTS:
 Effectively maintained inventory and planograms.
 Consistently delivered auto parts to local mechanics on-time with accuracy.
 Assisted with the unloading and stocking of inventory.
ADDITIONAL EXPERIENCE
BAKERS SHOES INC  CUSTOMER SERVICE REPRESENTATIVE  Oct. 2008 – Oct. 2010
EDUCATION & TRAINING
Major: Psychology, Minor: Human Resources
PURDUE UNIVERSITY CALUMET | Hammond, IN |2014
References Available Upon Request