Belicia Cruz
Hoffman Estates,USA
Summary
Business manager with expertise in revenue growth and customer retention. Proven success in sales management, consistently achieving sales targets and driving business expansion. Developed training programs that fostered a customer-centric culture and operational excellence across teams.
Overview
14
14
years of professional experience
Work History
Key Account Manager
Cintas
Schaumburg, Illinois
05.2023 - 02.2025
- Surpassed growth targets by over 200%, and reduced delinquent account percentages from 29% to 5% within one year period.
- Cultivated strategic relationships with key customer accounts, resulting in improved retention and account growth.
- Leveraged insights from client interactions to support business retention and expansion.
- Conducted in-person meetings to identify and address customer needs and challenges.
Service Supervisor
Cintas
Maywood, IL
09.2022 - 05.2023
- Managed Jeopardy customer requests with urgency, ensuring timely resolutions to enhance customer satisfaction.
- Conducted weekly debrief sessions with Service Sales Representatives for skill development and route optimization.
- Led renewal project to revitalize service agreement culture, addressing delinquent accounts effectively.
- Reduced delinquent volume by over $24,000 in weekly service revenue within 30 days through implementation of new routines..
Executive Team Leader, Service and Engagement
Target
Mundelein, IL
09.2020 - 09.2022
- Created a culture guest first culture, leading the team to the top spot in the district for guest service metrics including Net Promoter Scores, credit applications, wait time goals, and loyalty percentages.
- Ranked highest in the district for Drive Up and Order Pickup sales, placing in the Top 150 in the company.
- Developed five hourly team members to promote into leadership positions within 18 months.
- Led the district as a 'Service & Engagement Captain'. Onboarded and developed other Executive Team Leaders within the district, as well as led monthly conference calls for the district team of Service & Engagement ETLs.
- Led the store through a fulfillment remodel and created an action plan to sustain the increase in sales volume.
Property Sales Manager
The Connor Group
Wheaton, IL
01.2020 - 05.2020
- Directed sales and marketing plans to maximize rental income and increase occupancy rates.
- Managed all incoming leads, ensuring response to new leads within 1 hour. Greatly exceeded lead conversion goals.
- Secured new rentals and renewed leases, contributing to increased occupancy rates.
- Cultivated tenant relations through regular visits and phone calls, fostering community and tenant satisfaction.
Flagship Store Manager
Value City Furniture
Chicago, IL
11.2017 - 01.2020
- Promoted to Value City Furniture's Chicago Flagship store after 6 months in my role as a Store Manager with the company.
- Led efforts to meet and surpass the company's expectations for talent, operational processes, and brand standards as Flagship Store Manager.
- Drove revenue by analyzing Profit and Loss Reports, setting clear goals, motivating team members, budgeting expenses, and managing labor.
- Created ultimate customer experience by hiring and developing high-energy team members focused on customer needs.
- Maintained impeccable showroom standards by collaborating with visual team to create appealing product flow and well-merchandised bays.
Sales Manager
Value City Furniture
Chicago, IL
01.2016 - 11.2017
- Drove store sales through goal setting and mentorship, empowering associates to achieve sales targets.
- Engaged daily on sales floor, fostering a positive and productive environment while coaching associates on effective selling techniques.
- Conducted interactive training sessions for sales team on new products and selling strategies, enhancing team knowledge and skills.
- Functioned as the Subject Matter Expert (SME) for the Chicago market during the company's new technology launches.
- Traveled within Chicago and to other markets to help train and educate fellow sales managers .
Home Furnishing Consultant
Value City Furniture
Arlington Heights, IL
03.2015 - 01.2016
- Excelled as top consultant in 100% commission-based role.
- Identified customer needs and preferences through open-ended questions, enhancing service personalization.
- Explained financing options and promotional offers to support informed purchasing decisions.
- Consistently met or exceeded upselling targets for donations and credit card sign-ups through effective communication.
Salon Director
Sun Tan City
Lexington, KY
09.2013 - 03.2015
- Successfully managed one of the largest corporately owned tanning salons in the region, where I drove sales within the location in order to greatly exceed sales numbers year over year.
- Ranked in the Top 5 for the greatest increase in revenue growth out of 296 Sun Tan City locations.
- Interviewed, hired and trained new sales associates while maintaining a team of 15-25 employees.
- Spent time doing local area marketing to drive business into the salon and build relationships with other local businesses.
- Leveraged business relationships to develop cross-marketing opportunities, enhancing visibility for Sun Tan City.
Inbound Sales Representative
Xerox
Lexington, KY
01.2013 - 09.2013
- Consistently performed at the top of the sales floor by meeting all sales, productivity, and customer retention goals.
- Sold Exede high speed internet and phone service, including add-on DirecTV sales, in inbound call center.
- Led coaching sessions for sales team on add-on sales techniques by providing real-time feedback on live pitches.
Sales Lead/ Assistant Store Manager
Soma Intimates
Lexington, KY
01.2011 - 12.2012
- Supported development of store associates by interpreting Key Performance Indicator reports and providing targeted coaching.
- Managed operations including cash handling, reporting, price changes, and opening and closing duties; ensured accuracy of time sheets and payroll documentation.
- Coordinated scheduling of associates and management to align with business needs.
Education
Bluegrass Community & Technical College
Lexington, KY12-2011
High School Diploma -
Lexington Christian Academy
Lexington, KY05-2010
Skills
- Account management
- Strategic relationship management
- Customer retention
- Revenue generation
- Service excellence
- Training and development
- Team leadership
Timeline
Key Account Manager
Cintas
05.2023 - 02.2025
Service Supervisor
Cintas
09.2022 - 05.2023
Executive Team Leader, Service and Engagement
Target
09.2020 - 09.2022
Property Sales Manager
The Connor Group
01.2020 - 05.2020
Flagship Store Manager
Value City Furniture
11.2017 - 01.2020
Sales Manager
Value City Furniture
01.2016 - 11.2017
Home Furnishing Consultant
Value City Furniture
03.2015 - 01.2016
Salon Director
Sun Tan City
09.2013 - 03.2015
Inbound Sales Representative
Xerox
01.2013 - 09.2013
Sales Lead/ Assistant Store Manager
Soma Intimates
01.2011 - 12.2012
Bluegrass Community & Technical College
High School Diploma -
Lexington Christian Academy