Andrea P Santiago
Lodi,NJ
Summary
Versatile Team Leader with proven ability to develop and implement business management goals. Recognized as a driven, dedicated and organized leader with a history of streamlining operations and increasing efficiency. Adept at taking on routine and complex business challenges with a resourceful and creative approach. Interested in an internship that will engage and challenge my current skill set while developing and growing new skills.
Overview
10
10
years of professional experience
Work History
Team Leader
Nespresso
Paramus, NJ
06.2017 - Current
- Manage IT issues through Nestle IT Help Desk ticket system
- Manage IS issues through Nessoft Ticketing system
- Utilize Meridian Retail Operations and Facilities Ticketing system to manage boutique maintenance.
- Complete monthly operational self-assessment and action plan.
- Ensure retail operations procedures and best practices are being adhered to Stock/Inventory Management, Payment management, Loss prevention, Visuals.
- Ensure company practices and procedures are being followed while providing business improvement recommendations.
- Evaluation and reporting of business performance weekly, monthly and YTD.
- Utilize Nespresso five steps of Sale and Service, NES-Eloquence, and Storytelling to chive individual and boutique targets.
- Monitored daily and weekly Key Performance Indicators to maintain on-track status.
- Provide training, weekly observations, constructive feedback and coaching, obtaining excellent Mystery shopper/ Customer voice scores of 100 % monthly making our store number one in the Northeast District.
- Audited and corrected inventory discrepancies monthly obtaining minimal results below its $500 threshold.
- Collaborate with Quality Coach to ensure full TQM compliance and implementation of quality standards as directed.
Boutique Coffee Specialist
Nespresso
Paramus, NJ
10.2015 - 06.2017
- Generated brand awareness and positive product impressions to increase sales by answering product questions with up-to-date knowledge of products and store promotions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems
- Manage member database entering all customer data accurately
- Utilize Nespresso's Six Customer Service Experience Principles to deliver a unique and customized customer experience.
Sales Associate
Lord & Taylor
Paramus, NJ
10.2012 - 01.2016
- Prepared merchandise for distribution and placement across sales floor, demonstrated use and care of merchandise.
- Liaised with customers, management and sales team to meet customer needs.
- Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
- Assisted in Special events for more than 50 people with different vendors
- Engaged with customers to build rapport and loyalty
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
Education
Bachelors - Information Technology
New Jersey Institute of Technology
05.2024
Associates - Science
Bergen Community College
2018
Skills
- Inventory Management
- Customer Care Management
- Payment Management
- Documentation and Control
- Training and Mentoring
- Safety processes and procedures
- Internal Auditing
- Organization and Time Management
- Operations Monitoring
- Operational Documentation
- Troubleshooting Technical Issues
- Technical knowledge
- Technical Support
- Microsoft Word, PP & Excel savvy
- Basic knowledge in Java and Python
Languages
Spanish
Full Professional
Timeline
Team Leader
Nespresso
06.2017 - Current
Boutique Coffee Specialist
Nespresso
10.2015 - 06.2017
Sales Associate
Lord & Taylor
10.2012 - 01.2016
Bachelors - Information Technology
New Jersey Institute of Technology
Associates - Science
Bergen Community College
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