ANGELIKA CASTRO

Store manager June 2023 - Current

• In addition to my duties as an assistant store manager, my duties as store manager were to energize and enable the team to provide excellent customer service as well as meet daily goals in order to produce revenue.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Assisted with store reopening as well as store closures when applicable.
• Network with neighboring businesses to collaborate on special events for new and retaining clientele.

Achievements I have made since taking the store manager role have been:

Bringinginging the store to a million-dollar door status for the first time ever. Honoredonored as a district superstar for achieving CCS KPIs as well as supporting the district in our district manager's absence.
• Honored as a Retail Master, completing the year-long program to enhance business acumen as well as selling skills through networking and eventing.
• Honored as one of the co-leaders on the onboarding project presented to the North America team to enhance onboarding our teams on every level.
• Honored as the district curator for weekly calls.
• Honored as the spirit captain inspiring the district through grace and servitude during every season.

Assistant Store Manager January 2023-June 2023

• My duties as assistant store manager of the CCS store in St Augustine, Florida, include being an inspirational and energetic leader who helps play a leading role in the success of the store and team by supporting the Store Manager to lead, coach and develop our team of Sales Advisors to achieve sales, customer service and operational targets.
• Responsibilities include but are not limited to analyzing sales reports and KPIs to determine the needs of the business; In partnership with Store Manager, executing in-store business and sales strategies.
• Establishes and communicates clear expectations, holding store team and themselves accountable for achieving all brand, performance, and behavior standards.
• Complete payroll every Sunday, as well as supply orders when needed
• Performs and oversees basic operational activities such as scheduling, target shrink audits, physical inventory, opening and closing duties, time sheet review and payroll accuracy documents, and merchandise flow processes.
• Performs all financial activities effectively and in accordance with policy, including cash handling and reporting, price changes, and merchandise handling; ensures all register transactions are completed accurately and in accordance with policy.
• Ensures compliance with all applicable laws, loss prevention policies, operating procedures and controls; conducts associate training to reinforce proper controls.

Administers all operational processes, including inventory receipt/dispatch, daily replenishment of floor merchandise levels, and execution and preparation of physical inventories.

• Ensures visual presentation, organization, and facility maintenance are representative of the Brand.
• Trains and coaches the selling team to ensure they are fluent in all aspects of product knowledge online and in-store, utilizing ELCs High Performance Leadership Competencies.
• Trains, coaches, and assists with locate fulfillment and selling.
• Design schedules that fit the needs of the business.
• Assists in recruiting, hiring and developing a high-performing team.
• Supports, implements, and provides follow-up for all training programs, seminars, etc.
• Assesses and coaches the store team on performance.
• In partnership with the SM, resolves human resources issues in a timely and effective manner.
• Ensures that the store team adheres to all employment practices and policies.
• Maintained positive customer relationships by responding quickly to customer service inquiries.

• The Customer Care Professional contributes to achieving store goals in sales, productivity, and service by utilizing Coach selling skills and service training in phone, email, sms, and chat capability. The Customer Care Professional is responsible for meeting store sales and productivity goals, as well as delivering a customer experience that meets or exceeds expectations. The Customer Care Professional represents Coach to the consumer, acts as an ambassador of the brand, and ensures customer needs are consistently exceeded.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

• Responsible for supporting the Store Manager in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including managing sales operations, asset protection, and human resources functions to ensure great customer experience and maximum profitability. We love what we do, and believe that with our teams, we are the most amazing place to work, learn, and grow!
• Duties and Responsibilities include
• Analyzes sales reports and KPIs to determine the needs of the business; In partnership with Store Manager, executes in store business and sales strategies.
• Establishes and communicates clear expectations, holding store team and themselves accountable for achieving all brand, performance, and behavior standards.
• Controls payroll and supply budget.
• Performs and oversees basic operational activities such as scheduling, target shrink audits, physical inventory, opening and closing duties, time sheet review and payroll accuracy documents, and merchandise flow processes.
• Performs all financial activities effectively and in accordance with policy, including cash handling and reporting, price changes, and merchandise handling; ensures all register transactions are completed accurately and in accordance with policy.
• Ensures compliance with all applicable laws, loss prevention policies, operating procedures and controls; conducts associate training to reinforce proper controls.
• Administers all operational process including inventory receipt/dispatch, daily replenishment of floor merchandise levels, and execution and preparation of physical inventories.
• Ensures visual presentation, organization, and facility maintenance are representative of the Brand.
• Develops a high performance culture, motivating sales team to meet assigned sales and productivity goals.
• Trains and coaches to ensure selling team is fluent in all aspects of product knowledge on line and in store.
• Trains, coaches and assists with locate fulfillment and selling.
• Assists in recruiting, hiring and developing a high performing team.
• Supports, implements, and provides follow-up for all training programs, seminars, etc.
• Assesses and coaches store team on performance.
• In partnership with the SM, resolves human resources issues in a timely and effective manner.
• Drives associate and team engagement by recognizing and rewarding employees for outstanding performance.
• Ensures that store team adheres to all employment practices and policies.

• Some of the competencies that follow in this position are
• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
• Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people's problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• My daily tasks are to support both sales and sales support associates to create a relationship between the customer and the brand to the best of my ability to create everlasting clients. My duties include holding keys to the store, opening and closing the store, taking care of any customer-related issues satisfied or unsatisfied, processing payroll, scheduling, and attending info sessions that could help promote business. Help develop the associates on my team skills so they may continue to move up within the company given the opportunity.
• We have 4-5 main categories to split up the responsibilities for managers I am the Customer/ Sales and Service focused manager meaning that anything customer-related tends to be resolved by me.
• Employee Influencer Program Participant

• Responsibilities: Networking/Collaboration; data collection; research; acting as liaisons if applicable and you're in SLO County (to other Task Forces and our governing bodies); writing reports from the data collected from collaborators' policy recommendations, and drafting up our Annual Action Plan to the County Board of Supervisors and SLO City Council. Katie assigns interns areas of focus but also wants the interns to have autonomy and follow up on stuff that they are passionate about and interested in for a local change. Sitting in on meetings once a week per subgroup focused on a given area.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying address, and credit card information upon check-in. Accept payment for guests’ accounts both at the time of registration and at checkout. Help maintain a house make and make a deposit and accurate receipt report daily. Post miscellaneous charges as requested. Assist concierge in handling mail and facsimiles and providing guests with information regarding hotel facilities and local attractions. Book reservations for guests who approach the Front Desk on a walk-in basis. Greet guests and complete the registration process for the reservation to include but not limited to, inputting and retrieving information from the computer, confirming guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guest know locations of room and/or has a bell person accompany him/her. Assist guests with checking out including but not limited to, ensuring rooms and services are correctly accounted for, handling money, processing credit, and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gifts certificates and cards. Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions and inquiries. Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction. Issuing and closing safe deposit boxes used by guests. Carry out supervisor requests in accordance with hotel policies and standard operating procedures. Follow safety and security procedures. Work cohesively with co-workers and all departments as part of a team.

• Creating a consistent welcoming environment for customers by greeting and assisting as quickly as possible, gaining product knowledge on all merchandise categories and being able to make appropriate cross-selling suggestions to the customer, assisting in-store maintenance to ensure cleanliness and organization are up to standard, processing (unpacking) shipment making it presentable before it reaches the customer perspective, mark additional markdowns and assist with price changes on a weekly bases, assist with inventory counts. Organizing local private events for clientele every 3-4 months. Organizing events consists of decorating for the event, hosting the event, calling all the invited clients to invite them to the event and providing reminders of the event coming up, and creating a menu for the occasion. Emphasizing the benefits of being a rewards member and obtaining email captures in the process.

• Responsible for greeting and offering assistance to customers as needed with a smile. Assists in the execution of merchandizing and operational functions to the Company Standards within sales floor areas where assigned. Perform/assist in duties such as but not limited to price changes, fitting room recovery, sales floor, and fitting room recovery outside of immediate department area, housekeeping, and preparation and taking of inventory and stockroom organization. Supports fellow Associates through “Yes We Can” actions and behaviors. Request credit, explain the e-mail ask to complete the survey, and thanks to the customer. Opens and activates Kohl’s Charge applications in accordance with company standards. Responds appropriately to POS backup calls and service desk calls.

• Responsibilities:
• Clerical work (answering the phone, taking messages, running faxes, speaking with parents, filing out/ organizing paperwork, running errands)
• Janitorial work (cleaning up the classrooms, disinfecting the tables/desks/computers/ organizing school supplies and textbooks)
• Tutoring in basic math, science, English, and history.
• Phone:9894847363
• Managed paper and electronic filing systems by routing various documents, taking messages, and managing incoming and outgoing mail.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.