Carmen Cocco De Los Santos
Raleigh,NC
Summary
Dynamic manager with a proven track record in team leadership, strategic planning, and organizational excellence, cultivated through a successful career in customer service. Expertise in empowering employees to manage daily operations independently while consistently addressing customer needs and enhancing satisfaction. Renowned for exceptional training and mentoring abilities, complemented by a results-oriented mindset that drives performance and fosters loyalty. Strong conflict resolution, communication, and problem-solving skills ensure adaptability to evolving demands while maintaining a steadfast focus on achieving organizational objectives.
Overview
10
10
years of professional experience
Work History
Home Furnishing Consultant
BROAD RIVER RETAIL
Raleigh, NC
09.2025 - Current
- Communicated with clients to find and design layout best suited for client needs and location.
- Updated customers on scheduled deliveries of furniture to homes.
- Researched furniture materials and suggested pieces to clients based on budget and want.
- Followed up with clients after installation and delivery to gauge customer satisfaction.
- Maintained detailed files on past transactions and designs for budget and future reference.
- Consulted on design of model homes for furniture placement based on layout and lighting.
- Displayed past designs and purchases to new clients to assist with creative process.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
- Developed and maintained spreadsheets used by consumer-related financial operations.
- Advised clients on financial matters and recommended investments.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Business Development Consultant
Capital Automotive Group
Wake Forest, NC
11.2023 - 08.2025
- Developed strategies to enhance client acquisition and retention efforts.
- Conducted market research to identify emerging trends and opportunities for growth.
- Collaborated with cross-functional teams to align business objectives with operational capabilities.
- Analyzed competitive landscape to inform strategic decision-making processes.
- Led workshops to train staff on best practices in customer relationship management systems.
- Arranged potential client contacts, cultivated relationships, and followed through all service needs.
- Improved sales documents with new and improved features.
- Negotiated contracts and closed sales with new and existing clients.
- Leveraged CRM tools to effectively manage leads, ensuring timely follow-up and improved conversion rates.
- Delivered compelling sales presentations that clearly communicated value propositions tailored to client needs.
- Optimized sales funnel management practices, leading to increased lead conversion rates and shorter sales cycles.
Home Furnishing Consultant
BROAD RIVER RETAIL
Raleigh, NC
02.2022 - 10.2023
- Communicated with clients to find and design layout best suited for client needs and location.
- Updated customers on scheduled deliveries of furniture to homes.
- Researched furniture materials and suggested pieces to clients based on budget and want.
- Followed up with clients after installation and delivery to gauge customer satisfaction.
- Maintained detailed files on past transactions and designs for budget and future reference.
- Consulted on design of model homes for furniture placement based on layout and lighting.
- Displayed past designs and purchases to new clients to assist with creative process.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
- Developed and maintained spreadsheets used by consumer-related financial operations.
- Advised clients on financial matters and recommended investments.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Jewelry Consultant
MALAY JEWELERS
Raleigh, NC
10.2021 - 01.2022
- Displayed merchandise by arranging in appealing ways to boost sales.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Checked completed jewelry pieces to evaluate quality and made adjustments to align with customer demands.
- Completed work with metals such as gold, platinum and silver, as well as wide range of stone types.
- Met with customers throughout jewelry making processes to define needs and expectations, discuss budgets, showcase designs and assess satisfaction.
- Supported sales team with accurate service pricing and work descriptions.
- Sized, selected and cut individual gemstones to fit new and existing pieces.
- Conferred with customers about jewelry preferences and sizing requirements to understand needs.
- Estimated repair costs based on expected labor and materials requirements.
- Designed pieces by hand and with 3D modeling software.
- Conducted thorough inspections and cleanings of jewelry items to evaluate expected durability and construction quality.
- Delivered fully repaired, resized and polished pieces according to customer requirements while maintaining high satisfaction.
- Returned older pieces to lustrous shine by cleaning, polishing and electroplating.
- Evaluated cut, color and clarity to assign grades to stones.
Beauty Manager
Victoria's Secret & PINK
Raleigh, NC
11.2019 - 10.2021
- Arranged merchandise to present visually appealing displays and attract clientele.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Protected store assets and inventory via loss prevention procedures.
- Offered make-up tips and popular tutorials in alignment with latest trends.
- Applied merchandising and housekeeping procedures, adhering to corporate and brand standards.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- 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.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Front Desk Manager
DELUX CLEANING SERVICES
Raleigh, NC
06.2017 - 11.2019
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed front desk maintenance of client records and lab data.
Crew Member
JASONS DELI
Raleigh, NC
06.2016 - 07.2018
- Worked front counter, and other areas.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Worked well with teammates and accepted coaching from management team.
- Trained new team members on procedures, customer service, and sales techniques.
- Became familiar with products to answer questions and make suggestions.
- Operated cash register to ring up final bill and process various forms of payment.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Stocked shelves to organize aisles in assigned department.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Accurately operated cash register to process customer payments.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
Education
GED -
Millbrook High School
Raleigh, NC06.2019
Skills
- Loyalty Program Promotion
- Store Cleaning
- Inventory Monitoring
- Loss Prevention
- Inventory Management
- Customer Assistance
- Payment Processing
- Cash Handling
- Product Knowledge
- Store Organization
- Ability to Lift 40 Pounds
- Decision-Making
- Computer Proficiency and Microsoft Office
- Relationship Building
- Energy and Physical Stamina
- Meeting Sales Goals
- Building Customer Loyalty
- Flexible Hours
- Reliable and Responsible
- Attention to Detail
- Customer Service
- Order Management
- Exceeding Customer Expectations
- Sales and Promotions
- Financing Coordination
- Contract Preparation
- Consultative Sales
- Jewelry Repair
- Inventory Control
- Resizing
- Inventory Coordination
- Customer Service Expertise
- Client consultation
- Design presentation
- Accessory sourcing
- Store maintenance
- Brand awareness
- Account development
- Competitive analysis
- CRM management
- Industry networking
- Multidisciplinary collaboration
- Product knowledge
LANGUAGES
Spanish - Native or Bilingual
Portuguese - Limited Working
Timeline
Home Furnishing Consultant
BROAD RIVER RETAIL
09.2025 - Current
Business Development Consultant
Capital Automotive Group
11.2023 - 08.2025
Home Furnishing Consultant
BROAD RIVER RETAIL
02.2022 - 10.2023
Jewelry Consultant
MALAY JEWELERS
10.2021 - 01.2022
Beauty Manager
Victoria's Secret & PINK
11.2019 - 10.2021
Front Desk Manager
DELUX CLEANING SERVICES
06.2017 - 11.2019
Crew Member
JASONS DELI
06.2016 - 07.2018
GED -
Millbrook High School
TEACHER ASSISTANT
I am currently a teacher assistant at the church i attend ( FOCUS CHURCH ) and currently learning how to teach kids from the ages (1-5) years old and teaching them stories of christianity.