NELSON PORTILLO
Charlotte
Summary
Committed and systematic administrative professional and coach with a strong background in exceptional customer service. Focused on delivering top-notch and impactful customer experiences that drive client loyalty and attracts new business. Highly driven, meticulous, and results focused.
Overview
10
10
years of professional experience
Work History
Assistant Director and Head Coach(part-time)
Southern Starz Cheer and Dance
Stanley
04.2022 - Current
- Worked closely with Program Director to run operations and perform administrative duties
- Maintained organized records, documentation, and correspondence related to program operations. Heavy use of Microsoft Office.
- Provided mentorship and leadership to coaches, fostering a highly trained and effective coaching team
- Maintained timely communication with families and staff regarding program news, changes, and progress via phone, email, and group app
- Strong organizational skills to manage schedules, staff, and operations effectively
- Applied instructional techniques that encouraged learning and skill advancement in both team practices and tumble instruction
- Coordinated events, competition schedule, choreography, fundraising, and meetings
- Budgeted program yearly cost to cover all fees and expenses
Product Support Specialist
Messer Financial Group
Charlotte
05.2023 - 05.2024
- Provided white glove service and established rapport and confidence among a diverse group of clients. Heavily requested due to dependability
- Worked closely with internal departments to resolve client account issues. Communicated via phone, email, and virtual meetings while using multiple internal software to streamline operations
- Effective time management to balance multiple projects and task requested from leadership, internal departments, and clients
- Trained new clients on how to use proprietary enrollment platform and assisted with onboarding transition. Heavy calendar management and scheduling for virtual training sessions and meetings for agencies nationwide
- Successfully lead an open-discussion presentation at end of year trade show to highlight 2024 enrollment software enhancements and newly added features
- Created scripts and recorded tutorial videos for client portal. Presented live online seminar classes covering enrollment platform
- Worked closely with Communications and IT manager to prepare for product launches, webinars, and tutorial videos
Shift Lead
Walgreens
Charlotte
05.2020 - 05.2022
- Aimed to create an environment of teamwork and efficiency. Motivated store associates to deliver quality customer service through coaching
- Ensured every guest felt welcomed and taken care of
- Responsible for front and back of store operations
- Heavy cash handling- counted drawers, safe, and completed end of day report
- Planned and organized for weekly truck orders
- Check in merchandise from vendors
- Designated and oversaw employee tasks while taking care of leadership task such as inventory counts, department resets, and price changes
- Assisted the pharmacy with guest check out and pill sorting during peak hours
- Effectively deescalated situations by listening, empathizing, correcting, and notating for future prevention
Program Director
First In Flight Gymnastics
Gastonia
04.2018 - 05.2020
- Created and prepared payment schedules, seasonal expense budgets, class schedules, and competition schedules
- Organized and planned for overnight competitions including lodging, daily activities, dining, parking, and actual event
- Created weekly updates, responded to emails, and managed group chat to ensure consistent communication with parents
- Used excel sheets to keep log of attendance, payment history, certifications, and other file maintenance to remain in compliance with overseeing body
- Managed and mentored coaches ensuring quality and consistency
Visitor Information Specialist
Charlotte Douglas International Airport
Charlotte
02.2016 - 04.2018
- Managed the info desk at the CLT Airport. Worked together with one other employee to answer at least one hundred calls daily while also assisting passengers in terminal
- Demonstrated excellent conflict resolution skills by effectively deescalating stressed passengers
- Provided information and recommendations for lodging, entertainment, and public transportation
- Kindly assisted passengers with flight and airport information
- Made articulate intercom announcements
- Used all resources available to help travelers and airport visitors
- Helped surrounding departments with translating for Spanish speakers
Education
Independence High
Skills
- Microsoft Suites
- Spanish
- Public Speaking
- Coaching
- Office Management
- Data Entry
- Scheduling & Calendar management
- Account Management
- Troubleshooting
- Strategic Planning
- Budgeting
- Presentations
- Customer Relations
- Rapid learner
Timeline
Product Support Specialist
Messer Financial Group
05.2023 - 05.2024
Assistant Director and Head Coach(part-time)
Southern Starz Cheer and Dance
04.2022 - Current
Shift Lead
Walgreens
05.2020 - 05.2022
Program Director
First In Flight Gymnastics
04.2018 - 05.2020
Visitor Information Specialist
Charlotte Douglas International Airport
02.2016 - 04.2018
Independence High