Christopher Casanova Garcia

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volume with exceptional professionalism and efficiency.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions and orders including email replies & Live Chat Platform with After Work when needed
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Contributed to team success, consistently achieving call center performance metrics.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.

• Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
• Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
• Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.

• Coached the team on effective upselling and cross-selling methods.
• Recruited, interviewed and hired individuals who would add value to the team while bringing a wealth of experience from Retail Sales
• Managed the scheduling for store shifts so that there was proper staffing at all times.
• Supervised and directed all merchandise and shipment processing.
• Followed merchandising guidelines to present visually appealing displays.

ASM Operations Manager/$8M Store

• Conducted Inventory analysis and incorporated findings by reconciliations.
• Supervised and trained all incoming support and seasonal team members.
• Supplied daily support to the visual team and floorset execution
• Managed wide variety of customer service deliveries and administrative tasks to resolve customer issues quickly and efficiently.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Oversaw day-to-day processing of payroll for 65 employees, including review of timesheets and computing pay in accordance with FLSA.
• Facilitated and streamlined Buy Online Pick up in Store (BOPIS) systems daily.

• Managed and controlled Ship from Store and Reserve in store programs to ensure online deliveries are shipped same day.
• Supervised a sales force of up to 60 sales associates.
• Helped leadership team increase revenues by 9% within the first year as Ops Manager.
• Executed schedule generation weekly to provide staff coverage for sales, visual and stock teams, e.g. (fixed shift editing)
• Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.

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