Monalisa Luna
Denver
Summary
Results-driven manager with a proven track record in staff supervision, conflict resolution, and customer service excellence. Committed to enhancing team performance and customer satisfaction through effective training and strategic planning.
Overview
6
6
years of professional experience
Work History
Manager
Malibu Jacks
Thornton
07.2025 - Current
- Supervised daily operations and staff at family entertainment center.
- Coordinated scheduling for team members across various departments.
- Managed inventory and ensured all supplies were stocked and organized.
- Implemented safety protocols to maintain a secure environment for guests.
- Trained new employees on procedures and customer service standards.
- Assisted in developing promotional events that attracted visitors and enhanced engagement.
- Collaborated with team members to resolve guest concerns efficiently.
- Monitored staff performance, addressing issues to maintain operational standards.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies that increased customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team members' skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
Team Leader/Office Administrative Assistant
Elitch Gardens
Denver
03.2020 - 12.2024
- Trained staff on safety protocols and customer service standards, enhancing team competency.
- Coordinated schedules for team members to optimize coverage and efficiency.
- Managed guest inquiries and resolved issues to enhance visitor experiences.
- Motivated and empowered team members, fostering customer satisfaction and loyalty to drive retention and growth.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Interviewed prospective employees and advised HR on hiring decisions, contributing to effective team building.
Education
High School Diploma -
George Washington High School
Denver, CO05-2010
Skills
- Operational leadership
- Staff supervision
- Workforce management
- Inventory management
- Employee training
- Staff training and development
- Strategic planning
- Customer service
- Guest relations
- Team collaboration
- Conflict resolution
- Resource allocation
- Goal setting
Timeline
Manager
Malibu Jacks
07.2025 - Current
Team Leader/Office Administrative Assistant
Elitch Gardens
03.2020 - 12.2024
High School Diploma -
George Washington High School