Caprice Gamez

• Responsible for ensuring that store objectives are met and for ensuring that all sales opportunities are maximized through the direction of traffic, advising and coaching while the customers are still in-store
• Managed a diverse team of over 30 professionals, fostering a positive work environment and high employee satisfaction
• Developed and implemented strategies to increase sales and profitability
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty
• Exceeds customers’ expectations 95% of the time by ensuring the delivery of the legendary Robbins Bros. experience it's in place
• Trained and developed the store management team, delivered timely performance evaluations by creating and maintaining the store vision
• Daily Interaction with the Regional Supervisor, in all aspects of Store Operations function as well as with all other functional heads to achieve company objectives
• Responsible for developing and implementing an effective succession plan as well as for modeling, support and adherence to company values
• Maintaining a constant awareness of security issues involved in operating the store
• Recruiting, hiring and training of team members to maintain high productivity and performance metrics
• Handling problematic customers and clients to assist lower-level employees and maintain excellent customer service
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
• Implemented business strategies, increasing revenue, and effectively targeting new markets
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills

LENSCRAFTERS Store Manager, Regional Recruiting Captain, Regional Training Manager

Managed 3 locations in 6 years including a brand new store in Brea (2016-2019), a new concept store in West Covina (2019-2021), and currently a high-volume new concept store in Riverside (2022-Present) – the highest-volume Macy’s shop in the Inland Empire. Accountable for every aspect of the business in each location, including sales, customer satisfaction, staffing, operations, payroll/labor, and much more.

• Directed the setup and opening of a new location in the Macy’s store at Brea Mall in 2016

• Collaborated with senior leaders from both Macy’s and LensCrafters on all aspects of the project

• Met all project timelines and firmly established this new store as a top location

• Increased overall customer satisfaction survey scores to 78% by 2018 and then 85% in 2019

• Raised the customer data capture rate to 72% – best in the region (30 locations)

• Exceeded sales expectations all 3 years in Brea – surpassed the 2017 sales budget by 70%

• Ranked 1st in the region for accessory sales in 2017 and 2018 – a key focus

• Ranked 1st out of all Macy’s locations for converting

members to LensCrafters

• Steadily increased all other performance metrics, including customer conversion and average sale

• Hand-picked to lead 2 stores simultaneously in 2018/2019 during a leadership vacancy

• Rated “superior” (2017, 2019), “exceptional” (2018), and “successful” (2016) on reviews in Brea

• Selected to take over a new concept store in West Covina in Aug 2019

• Led the team through an extremely challenging pandemic and constantly fluctuating regulations

• Introduced new safety protocols and maintained a high level of team engagement

• Established high standards in every area – received 85 perfect scores on Google Reviews (5/5)

• Increased overall customer satisfaction scores in West Covina to a consistent 94-95%

• Surpassed the annual sales budget by 35% in 2020 and 25% in 2021 – despite the pandemic

• Increased the average dollars-per-sale by 24% in 2020 over 2019

• Rated “exceptional” on 2020 and 2021 performance evaluations in West Covina (highest level)

• Promoted to lead the highest-volume Macy’s shop in the Inland Empire in 2022

• Created a comprehensive daily checklist that is now utilized by all Macy’s concept stores

• Managed payroll, inventory shrink, and other controllable expenses within budget in all locations

• Built a strong culture with a high level of accountability and morale in every store

• Maintained optimal staffing levels every year with above-average retention

• Consistently averaged 94-98% on employee satisfaction surveys – well above average

• Selected for multiple recruiting/training positions by 2017 – despite being new to the company

• Served as regional recruiting captain – sourced new hires in all areas of the business

• Hired, on-boarded, and mentored new managers for several other locations

• Selected to serve as a regional training manager – trained teams for other new concept locations

• Selected to share best practices with the regional manager for other stores to follow

• Recognized by senior leaders for outstanding leadership, team building, and talent management

• Reconciled daily sales transactions to balance and log day-to-day revenue.

Assistant Manager, Acting Store Manager

Co-managed 3 different locations over 10 years, beginning in Cerritos (2006-2009) before moving to Montebello Mall (2009-2013) and finally Buena Park Mall (2014-2016). Supported store managers in all areas of business including sales, the customer experience, operations, inventory management, visual merchandising, loss prevention, hiring, training, coaching, leadership development, and much more.

• Trained and coached each team to deliver an extraordinary customer experience

• Maintained an overall customer satisfaction score of 89% or higher – well above expectation

• Consistently exceeded sales expectations – surpassed annual sales budgets by 5-14%

• Maximized efficiency, productivity, and profitability in every location

• Consistently managed payroll, shrink, and other controllable expenses within budget

• Earned above-average scores on audits (operations, merchandising, loss prevention, and safety)

• Helped develop and maintain a very strong culture with a high retention rate in each store

• Rated from “meets expectations” to “exceptional” every year for team engagement

• Recruited, hired, and on-boarded 100+ new team members over the 10 years

• Partnered with store managers to develop and promote several associates to higher-level roles

• Consistently recognized as a top performer and high-potential leader in the district

• Selected on several occasions to visit and support other stores and serve as acting store manager