Lelani Miner
Tamuning,GU
Summary
Results-driven operations and sales expert with extensive experience in streamlining processes and elevating customer satisfaction. Proficient in performance analysis and the development of training initiatives that lead to significant sales growth. Actively expanding expertise in the orthodontic sector to embrace new opportunities and advance capabilities.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Treatment Coordinator
Future Smiles Orthodintics
Tamuning, Guam
12.2025 - Current
- Coordinated patient treatment plans and schedules for orthodontic procedures.
- Communicated effectively with patients regarding treatment options and financial responsibilities.
- Collaborated with orthodontists to streamline workflow and enhance patient care.
- Handled insurance verification and facilitated payment processing for treatments.
- Ensured compliance with HIPAA regulations as well as other applicable laws.
- Provided education and resources to help patients understand their treatment options.
- Managed patient scheduling, appointment reminders, and follow-up calls.
- Coordinated payment with insurance companies and discussed dental benefits with patients.
- Conducted financial consultations with patient and set up payment plans.
- Made appointments, contacted patients for follow-ups, coordinated with insurance companies and handled billing issues.
Wholesale and Channel Operations Manager
Docomo Pacific
Tamuning, Guam
04.2024 - 12.2025
- Coordinated cross-functional teams to ensure alignment with company objectives and goals.
- Implemented process improvements to minimize waste and optimize resource allocation.
- Developed training programs for staff to enhance skills and operational knowledge.
- Managed vendor relationships to secure quality services and materials for operations.
- Oversaw compliance with safety regulations and company policies in daily operations.
- Analyzed performance metrics to identify areas for improvement in service delivery.
- Facilitated regular meetings to discuss project status and address team concerns effectively.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- In addition, I manage the processing of purchase orders for annual vendors, ensuring that the services provided to the company are consistent, cost-effective, and aligned with business goals.
- My role ensures that both the sales and wholesale teams are empowered to meet targets, exceed expectations, and maintain high levels of customer satisfaction.
- Streamlined operational workflows to enhance efficiency and productivity across departments.
Prepaid Sales Operations Manager
Docomo Pacific
Tamuning, GU
03.2020 - 04.2024
- Developed and executed sales strategies to enhance prepaid product offerings and drive revenue growth.
- Analyzed market trends and customer feedback to identify opportunities for product improvement and innovation.
- Managed cross-functional teams to ensure alignment on sales initiatives and operational goals, leading to a 15% increase in quarterly sales.
- Implemented data-driven processes using CRM software to streamline sales operations and improve reporting accuracy.
- Established performance metrics and KPIs to evaluate sales team effectiveness and optimize training programs.
- Collaborated with marketing teams to design promotional campaigns that increased customer acquisition for prepaid services.
- Conducted regular training sessions for sales staff to enhance product knowledge and improve customer engagement techniques.
- Maintained strong relationships with key stakeholders to facilitate product launches and address any operational challenges.
- Monitored inventory levels and supply chain operations to ensure seamless delivery of prepaid products to sales channels.
- Negotiated contracts with vendors to secure favorable pricing and terms for prepaid product distribution.
- Led initiatives to enhance customer experience, resulting in improved retention rates and increased customer loyalty.
- Streamlined reporting processes to provide timely insights on sales performance to upper management.
- Executed budget management strategies to optimize resource allocation for sales operations.
- Facilitated regular meetings with team members to discuss progress, address challenges, and celebrate achievements.
- Developed and maintained comprehensive documentation for sales processes to support training and onboarding efforts.
- Researched competitor offerings to inform pricing strategies and enhance competitive positioning in the market.
- Created a feedback loop with customer service to ensure sales strategies align with customer needs and expectations.
- Fostered a culture of continuous improvement within the sales team to drive performance and innovation.
Retail Store Manager
Docomo Pacific
Tamuning, GU
04.2016 - 03.2020
- Oversaw daily operations of the retail store, ensuring a seamless shopping experience for customers.
- Led and motivated a team of 20+ staff members, fostering a high-performance culture and improving employee retention rates.
- Managed inventory control processes, reducing stock discrepancies by 25% through efficient tracking and organization.
- Analyzed sales data and customer feedback to identify trends and drive product selection, enhancing customer satisfaction.
- Conducted regular staff training sessions on customer service best practices, resulting in a 30% increase in positive customer feedback.
- Collaborated with marketing teams to create promotional campaigns that boosted foot traffic by 20%.
- Leveraged point-of-sale software to streamline checkout processes and improve transaction efficiency.
- Established strong vendor relationships to optimize product sourcing and negotiate favorable terms.
- Oversaw the visual merchandising of the store, ensuring product displays aligned with brand standards and attracted customer attention.
- Resolved customer complaints and issues promptly, enhancing overall customer loyalty.
- Implemented loss prevention strategies, reducing shrinkage rates by 10%.
- Coordinated store events and promotions, increasing community engagement and brand visibility.
- Utilized workforce management software to optimize staff scheduling and improve labor efficiency.
- Monitored key performance indicators to assess store performance and identify areas for improvement.
Call Center Supervisor
Docomo Pacific
Tamuning, GU
02.2015 - 04.2016
- Oversaw daily operations of a call center, ensuring high levels of customer satisfaction and performance metrics.
- Monitored call quality and provided constructive feedback to team members to enhance performance.
- Collaborated with cross-functional teams to address customer issues and streamline processes.
- Utilized CRM software to track customer interactions and improve service delivery.
- Conducted regular performance evaluations to identify areas for improvement and recognize top performers.
- Created and maintained reporting dashboards to analyze team performance against key performance indicators.
- Managed staffing schedules to ensure optimal coverage during peak hours. Reducing wait times by 15%.
- Implemented best practices that enhanced team efficiency and reduced operational costs by 10%.
- Resolved escalated customer complaints swiftly, improving overall customer retention rates.
- Fostered a positive team environment through motivational initiatives and recognition programs.
- Provided ongoing coaching and mentorship to team members to promote professional development.
- Analyzed customer feedback to identify trends and inform service enhancements.
- Established standard operating procedures to ensure compliance with company policies and industry regulations.
- Facilitated regular team meetings to share updates, strategies, and performance insights.
- Maintained up-to-date knowledge of industry trends and best practices to drive team success.
Business Services Team Member
Docomo Pacific
Tamuning, GU
11.2009 - 02.2015
- Provided exceptional customer service by addressing inquiries and resolving issues to enhance client satisfaction.
- Collaborated with team members to streamline operational processes and improve service delivery.
- Conducted regular audits of service processes to identify areas for improvement and reduce operational inefficiencies.
- Supported the management team in preparing reports on service performance metrics to inform decision-making.
- Engaged in cross-functional teamwork to support project initiatives and achieve overall business objectives.
- Maintained accurate records of client interactions and transactions to facilitate seamless communication.
- Participated in team meetings to discuss challenges and develop strategies for improving service delivery.
- Implemented feedback mechanisms to gather client input and enhance service offerings.
- Assisted with the onboarding of new clients by providing comprehensive product information and support.
- Resolved customer complaints efficiently, achieving a high rate of first-contact resolution.
- Developed strong relationships with clients to encourage repeat business and referrals.
- Created and maintained documentation for processes and procedures to enhance team knowledge sharing.
- Enhanced team performance through mentorship and knowledge sharing among colleagues.
Customer Service Representative
Docomo Pacific
Tamuning, GU
02.2006 - 11.2009
- Assisted customers with inquiries regarding products and services at Docomo Pacific.
- Resolved customer complaints efficiently and effectively to enhance satisfaction.
- Processed orders and transactions accurately using company software systems.
- Educated customers on service features and benefits to promote understanding.
- Collaborated with team members to improve overall service delivery standards.
- Maintained customer records and documentation in compliance with company policies.
- Provided feedback to management on common customer issues for process improvement.
- Answered customer inquiries and provided accurate information regarding products and services.
- Trained new staff on operational procedures and best practices in customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
Front Desk Agent
Pacific Islands Club
Tumon, GU
07.2004 - 02.2006
- Streamlined check-in and check-out processes, significantly reducing wait times and improving guest satisfaction.
- Utilized property management software to maintain accurate guest records and facilitate smooth reservations.
- Processed payments and handled cash transactions with a high level of accuracy, contributing to the financial integrity of the front desk operations.
- Collaborated with housekeeping and maintenance to ensure timely room preparation and swift issue resolution, enhancing overall guest experience.
- Managed phone inquiries and reservations, employing effective communication skills to convert potential leads into bookings.
- Resolved guest complaints with professionalism and empathy, focusing on resolution and fostering guest retention.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests upon arrival.
- Trained new staff members on front desk procedures and customer service protocols. fostering a knowledgeable team environment.
- Engaged with guests to build rapport and encourage repeat visits, contributing to overall customer loyalty.
- Assisted in marketing efforts by promoting hotel amenities and special offers to guests, enhancing overall revenue potential.
- Conducted regular audits of front desk operations to ensure compliance with hotel policies and procedures.
- Collaborated with the sales team to understand peak times and adjust staffing levels accordingly, optimizing service delivery.
- Monitored and maintained inventory of front desk supplies, ensuring timely replenishment to avoid disruptions.
- Participated in ongoing training and professional development opportunities to enhance skills and service delivery.
- Maintained knowledge of local attractions and services to provide guests with valuable recommendations during their stay.
- Worked closely with team members to facilitate efficient front desk operations.
- Provided information about hotel amenities, services, and local attractions.
Retail Sales Associate
Macy's
Dededo, GU
06.2003 - 03.2005
- Facilitated implementation of visual merchandising strategies to enhance product displays and increase sales.
- Resolved customer complaints promptly, maintaining high levels of customer satisfaction and retention.
- Provided product demonstrations and recommendations to educate customers on features and benefits.
- Addressed customer complaints swiftly to ensure high levels of satisfaction and loyalty.
- Delivered product demonstrations and tailored recommendations to inform customers about features and benefits.
- Collaborated with team members to ensure stock levels were maintained and replenished in a timely manner.
- Participated in team meetings to discuss goals, challenges, and strategies for improvement.
- Ensured compliance with company policies and procedures to mitigate risks and enhance operational efficiency.
Education
High School Diploma -
Simon Sanchez High School
Yigo, GU06-2003
Skills
- Wholesale Strategy
- Channel Strategy
- Customer Engagement
- Customer Experience Enhancement
- Project Management
- Supply Chain Management
- Operational Efficiency
- Cross-functional Leadership
- Team Leadership
- Stakeholder Engagement
- Customer Service Excellence
- Customer Service
- Data-driven decisions
- Communication
- Time Management
- Collaboration
- Adaptability
- Teamwork
- Relationship management
Certification
- Customer Service Training with Dr. Watson
- Peak Performance Training with Maryann and Roy Davis
- Having Tough Conversation
- Monday Morning Leadership Training
- Beginner and Intermediate Excel Training
- How to use PowerPoint
- Compliance Training
- Hazcom Training
- Business Continuity Plan
- Management Data Policy Training
- Emotional Intelligence Training
- 0365 Training
Hobbies and Interests
- Active in softball, running, and bodyweight workouts, maintaining a balanced and healthy lifestyle.
- Enjoys dancing, singing, and socializing over casual dinners and drinks with friends and colleagues.
Timeline
Treatment Coordinator
Future Smiles Orthodintics
12.2025 - Current
Wholesale and Channel Operations Manager
Docomo Pacific
04.2024 - 12.2025
Prepaid Sales Operations Manager
Docomo Pacific
03.2020 - 04.2024
Retail Store Manager
Docomo Pacific
04.2016 - 03.2020
Call Center Supervisor
Docomo Pacific
02.2015 - 04.2016
Business Services Team Member
Docomo Pacific
11.2009 - 02.2015
Customer Service Representative
Docomo Pacific
02.2006 - 11.2009
Front Desk Agent
Pacific Islands Club
07.2004 - 02.2006
Retail Sales Associate
Macy's
06.2003 - 03.2005
High School Diploma -
Simon Sanchez High School