Carlos Leal
San Antonio,TX
Summary
Dynamic operations leader with over a decade of proven success in retail management, customer service, and inventory control. Expertise in leading high-performing teams to drive exceptional results and enhance customer experiences in fast-paced, high-volume environments. Committed to fostering talent development, optimizing operational systems, and contributing to community engagement through strategic leadership initiatives. Results-oriented professional dedicated to achieving excellence and continuous improvement in all aspects of operations.
Overview
15
15
years of professional experience
Work History
Vision Center Manager
Walmart
05.2022 - Current
- Lead daily operations of the Vision Center, driving sales growth through strategic merchandise presentation and inventory control.
- Manage a team of associates: hiring, training, coaching, scheduling, and performance development.
- Ensure compliance with corporate policies, health regulations, and safety standards.
- Champion customer satisfaction by resolving escalated issues and maintaining service excellence.
- Spearhead community outreach initiatives to foster brand reputation and local engagement.
- Enforced HR policies and procedures to continually meet customer expectations and promote store productivity.
- Supervised and managed opticians using feedback, constructive conversations and leading daily activities on sales floor.
- Explained prescriptions, optical terminology and products to customers.
- Interacted with customers to help determine or suggest best products to meet eye wear needs and achieve desired look.
- Boosted team engagement and workplace satisfaction using managerial and motivational skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Optician
Walmart
02.2018 - 05.2022
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Maintained safe, clean and organized environment to increase patient comfort.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear.
- Confirmed quality control standards were met for all eyewear and contact lenses.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
ICQA Specialist
Amazon
06.2017 - 02.2018
- Conducted root cause analysis to identify defects and implement process improvements in inventory accuracy and customer satisfaction.
- Collaborated cross-functionally to resolve operational issues and enhance fulfillment workflows.
- Ensured compliance with internal quality metrics and reporting standards.
- Followed all company policies and procedures to deliver quality work.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Front-End Zone Manager
Walmart
09.2015 - 01.2016
- Directed operations across multiple departments, seasonal set execution, and merchandising plans.
- Oversaw associate recruitment, training, coaching, and development.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitored cash drawers in 25 checkout stations to verify adequate cash supply.
In-Stock Merchandise Supervisor
Walmart
08.2014 - 04.2015
- Managed backroom inventory operations and perpetual inventory accuracy.
- Ensured timely stock replenishment and merchandise organization.
- Trained, mentored and oversaw team members to drive performance and sales excellence.
- Set schedules and delegated merchandising assignments to achieve demanding targets under tight deadlines.
- Established clear sales goals and motivated staff to meet objectives.
Customer Service Manager
Walmart
11.2013 - 05.2014
- Led the customer service team in resolving complex customer concerns and improving satisfaction scores.
- Conducted training, handled escalations, and coordinated with departments on service improvements.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Created and reviewed invoices to confirm accuracy.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Followed through with client requests to resolve problems.
- Established team priorities, maintained schedules and monitored performance.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
Customer Service Desk Associate & Cashier
Walmart
12.2010 - 01.2013
- Delivered exceptional service, processed transactions, and managed returns and exchanges.
- Educated customers on product and service information, contributing to a positive shopping experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Used ticketing systems to manage and process support actions and requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science - Human Resources
Southern New Hampshire University
Manchester, NH12.2028
High School Diploma -
Penn Foster
Scranton, PA02.2019
Skills
- Team Leadership & Development
- Customer Experience & Engagement
- Retail Operations & Compliance
- Inventory Management
- Conflict Resolution
- Community Outreach
- Process Improvement
- Insurance processing
- Employee coaching and mentoring
- MS office
- Revenue growth
- Human resources management
Languages
Spanish
Native or Bilingual
Timeline
Vision Center Manager
Walmart
05.2022 - Current
Optician
Walmart
02.2018 - 05.2022
ICQA Specialist
Amazon
06.2017 - 02.2018
Front-End Zone Manager
Walmart
09.2015 - 01.2016
In-Stock Merchandise Supervisor
Walmart
08.2014 - 04.2015
Customer Service Manager
Walmart
11.2013 - 05.2014
Customer Service Desk Associate & Cashier
Walmart
12.2010 - 01.2013
Bachelor of Science - Human Resources
Southern New Hampshire University
High School Diploma -
Penn Foster