Alexssie Torres-Ocasio
Orlando,FL
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Experience Manager
Ulta Beauty Inc.
Winter Springs, FL
07.2019 - Current
- Oversaw a team of over 40 associates fostering a collaborative environment that prioritized teamwork and collective success.
- Promote a culture of accountability to meet or exceed the store's goals related to services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink as set by the store.
- Accomplished company profitability through operational excellence, top-line sales growth and expenses control.
- Attract, hire, retain and source a diverse team of top talent for the salon and the boutiques, leveraging a variety of methods including social media platforms, and efficiently address any staffing needs and open positions for the store.
- Ensure direct reports complete all required trainings, Execute the Guest Engagement Leader (G.E.L.) program flawlessly through business ownership, associate coaching, and leading a helpful and friendly guest experience to drive business results across all metrics for the store.
- Regularly communicate and proved feedback to field and services leadership on business trends and opportunities, events, operational challenges, merchandise needs and competitive landscape.
Salon Manager
Ratner Companies
Orlando, FL
08.2010 - 07.2019
- 2010-2013 - Assistant Salon Manager, Winter Park, FL
- 2013-2014 - Salon Manager - Bay Hill, Dr. Phillips, FL
- 2014-2016 - Salon Manager - Plantation Groves, Ocoee, FL
- 2015 - Corporate Focus Team
- 2016-2019 - Multi Salon Unit Leader - West Town Center, Altamonte Springs, FL
- Hired stylist team and developed to independently grow business profit successfully
- Increased average guest service (AGS) by $4.00 within first year
- Responsible for ordering weekly consumables
- Scheduled staff according to business needs and Rate of Production of client flow
- SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats) of a 5 mile radius of any competition to stay ahead of trends in community
- Accountable for maintaining budgets and achieving 150% Revenue sales while consistently ending at a minimum of 2.5% AGP (adjusted growth profit) successfully
Customer Service Liaison
Wachovia Mortgage
Longwood, FL
07.2007 - 12.2008
- Responsible for being the point of contact between the appraiser and the customer service on their requests with a 24 hour turn around response
- Managed backlog for up to 15 appraisers
- Pointed Nationwide point of contact between the Construction to Permanent Department and the Appraisal Department
Procurement Clerk
Washington Group International
Catano, PR
08.2005 - 03.2006
- Responsible for the support of any Supply Chain Management functions
- Under close supervision performs routine and well define assignment that included Role of Project and Task Force Lead Procurement Assistant in order to properly make decisions on the use of procurement and material management principles, purchasing assistance limited to less complex goods
- Assisted in the Accounting Department as an alternate Accounting Clerk by providing support in the accounts payable area, verified invoices with orders and processed invoices for payment
- Assisted in the Human Resources Department with the interview process and documents under close supervision with the Chief of Human Resources
Education
No Degree - Business Administration And Management
University of Puerto Rico - Bayamon
Bayamon, PRSkills
- Fully bilingual (Spanish/English)
- Customer experience strategy
- Customer Journey Mapping
- Cross-Functional Teamwork
- Coaching
Timeline
Experience Manager
Ulta Beauty Inc.
07.2019 - Current
Salon Manager
Ratner Companies
08.2010 - 07.2019
Customer Service Liaison
Wachovia Mortgage
07.2007 - 12.2008
Procurement Clerk
Washington Group International
08.2005 - 03.2006
No Degree - Business Administration And Management
University of Puerto Rico - Bayamon