Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Brenda Cervantes

Los Angeles,CA

Summary

Dynamic professional with extensive experience at Nordstrom, excelling in customer service and team leadership. Proven track record in enhancing customer satisfaction and driving sales growth through effective problem-solving and strategic decision-making. Skilled in recruiting and developing talent, fostering a collaborative environment that boosts employee morale and performance.

Overview

5
5
years of professional experience

Work History

Assistant Manager

Nordstrom
04.2022 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Interim Service Experience Manager

ASOS Nordstrom
03.2023 - 01.2024
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.
  • Identified areas for improvement in the customer journey, implementing targeted solutions for increased satisfaction levels.
  • Managed a high-performing team of service professionals, ensuring consistent delivery of exceptional customer experiences.
  • Evaluated employee performance and provided feedback, leading to significant improvements in efficiency and productivity.
  • Established clear communication channels between departments, fostering collaboration and joint problem-solving efforts.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Service Experience Representative

Nordstrom
02.2020 - 04.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Delivered exceptional levels of service, consistently exceeding performance targets.
  • Handled escalated calls professionally, defusing tense situations while providing optimal resolutions for the clients involved.
  • Conducted regular follow-ups to ensure complete resolution of customer concerns, maintaining high levels of satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cash Room Experience

Education

High School Diploma -

Geroge Washington High School
Los Angeles, CA
07-2009

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Problem-solving
  • Time management
  • Retail operations
  • Team building
  • Employee scheduling
  • Recruiting and interviewing
  • Customer relationship management (CRM)
  • Sales growth
  • Staff development
  • Sales reporting

Languages

Spanish
Full Professional

Timeline

Interim Service Experience Manager

ASOS Nordstrom
03.2023 - 01.2024

Assistant Manager

Nordstrom
04.2022 - Current

Service Experience Representative

Nordstrom
02.2020 - 04.2022

High School Diploma -

Geroge Washington High School

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