Brian Cruz
Minneapolis,MN
Summary
Experienced Manager with a strong background in improving operational procedures and team performance in retail settings. Skilled in developing training programs, enhancing customer service, and fostering employee engagement. Adept at implementing innovative strategies to reduce costs and improve efficiency, seeking a challenging new role to contribute to organizational success.
Overview
6
6
years of professional experience
Work History
Service Experience Manager
Nordstrom Rack
Lombard, IL
10.2022 - 06.2024
- Led the creation and implementation of new customer service processes, enhancing overall service quality.
- Spearheaded monthly team meetings to address challenges, boosting team morale and efficiency.
- Initiated and executed a comprehensive training program for new hires, significantly improving team performance and service standards.
- Collaborated with various departments to streamline customer issue resolution, enhancing customer satisfaction.
- Championed continuous improvement by mentoring staff, leading to a more engaged and efficient team.
- Maintained an up-to-date knowledge of company products and services.
- Fostered a culture of continuous improvement through coaching and mentoring of Service Experience staff.
Operations Manager
Nordstrom Rack
Novato, CA
10.2021 - 10.2022
- Coordinated with other departments, including sales, marketing, finance, and human resources, to ensure efficient operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Managed scheduling, training and inventory control.
- Measured and reviewed performance via KPIs and metrics.
- Introduced RFID and Carton level receiving programs at store.
- Achieved shrink and unit variance goals.
Inventory Control Assistant Manager
Nordstrom Rack
San Francisco, CA
01.2019 - 10.2021
- Launched Fulfillment department at my store from scratch, leading a new team and maintaining reject rate under 5%.
- Led a successful overnight fulfillment team to achieve operational targets.
- Supported effective display arrangement at the store
- Optimized efficiency of markdowns and markups.
- Continuously achieved top position in district for fulfillment.
- Performed multiple MIC Shifts in a retail environment.
Inventory Control Specialist
Nordstrom
Corte Madera, CA
06.2018 - 01.2019
- Investigated causes of discrepancies between actual stock count versus system-generated reports.
- Conducted routine cycle counts to monitor and record product movement within the store.
- Maintained accurate records of all inventory transactions, including incoming and outgoing shipments.
- Investigated and resolved variances with inventory records.
- Conducted regular inventory audits to maintain accuracy.
- Packed, sealed or affixed postage to prepare materials for shipping.
- Assisted in receiving and stocking overnight trucks.
Education
Bachelor of Science - Biomedical Engineering
DeVry University
Downers Grove, IL08-2015
Skills
- Leadership
- Operational Efficiency
- Strategic Planning
- Team building
- Team Development
- Employee Coaching and Mentoring
- Data-driven decision-making
- Excellent Communication
- Problem-solving abilities
- Customer Service
- Computer Skills
- Adaptability
Languages
Spanish
Native/ Bilingual
Accomplishments
- Leadership Award
- Cash Call (Manger Chosen per quarter who meet or exceeded metrics) X3
- Nordstrom Allstar Award
Timeline
Service Experience Manager
Nordstrom Rack
10.2022 - 06.2024
Operations Manager
Nordstrom Rack
10.2021 - 10.2022
Inventory Control Assistant Manager
Nordstrom Rack
01.2019 - 10.2021
Inventory Control Specialist
Nordstrom
06.2018 - 01.2019
Bachelor of Science - Biomedical Engineering
DeVry University
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