Cynthia Cerrato
Apopka,FL
Summary
I have recently relocated and am in search of new career opportunities.
Motivated professional with 25 years of experience in customer-focused management. Specialized in training and development, quality assurance, and continuous improvement.
Profound experience in customer service, operations management, and performance enhancement.
Overview
23
23
years of professional experience
Work History
Resource and Training Manager
Yoox Net-a-porter Group
Mahwah, NJ
02.2020 - 02.2024
- Headcount planning aligned with budget considerations
- Sourced staffing agencies for workforce supply.
- Annually, I manage the staffing and training of between 300 and 500 temporary employees.
- Collaborated with HR on interviewing, onboarding, training, and benefits for new hires.
- Constructed and supervised a training team of 15 members to guarantee hands-on, side-by-side instruction.
- Conducted an analysis of training needs to create new programs or improve existing ones.
- Oversaw the budgeting process for the organization's training programs.
- Created reports and sustained documentation to facilitate training activities.
- Developed training materials, including manuals, guides, and handouts.
- Organized the training calendar for the fiscal year, planned courses, allocated training spaces, and scheduled departmental rotations.
Operations Trainer
Yoox Net-a-porter Group
Mahwah, NJ
09.2014 - 02.2020
- Conducted training for all new hires and temporary staff.
- Implemented and launched coaching and mentorship initiatives for team members.
- Led workshops on professional development topics for both groups and individuals.
- Worked alongside managers to identify skill or knowledge deficiencies and address training needs.
- Created surveys to evaluate performance improvements following training.
- Established course objectives and sourced or created materials to address the topics.
Merchandise Integrity/Inventory Manager
Nordstrom
Paramus, NJ
02.2006 - 04.2013
- Received the IM of the Year award for achieving a shrinkage result of less than 1%.
- Oversaw a team of 69 employees.
- Initiated the BOPUS program, assembled a team, and led our company to achieve the top results in fulfillment.
- Trained and developed staff on proper receiving, processing and stocking procedures.
- Received, assessed, and cataloged new inventory; updated the computer database; and proactively addressed discrepancies.
- Monitored inventory levels using computer systems to produce precise reports.
- Directed a team of inventory staff in receiving and documenting new stock.
- Conducted scheduled inventory cycle counts and adjusted virtual inventory records as needed.
- Reviewed inventory stocking levels and helped coordinated return or transfer of excess inventory.
- Identified discrepancies between physical counts and computer records; investigated causes and took corrective action as needed.
- Utilized warehouse management systems software for tracking products from receipt through shipment.
- Conducted periodic reviews of suppliers based on performance and adherence to contracts.
- Regularly achieved company and department goals while adhering to budget and time limitations.
Customer Service Manager
Nordstrom
Paramus, NJ
02.2001 - 02.2006
- Provided ongoing training to associates to enhance performance and improve customer service skills.
- Fostered a positive rapport with customers, managers, and customer service team members, contributing to a constructive and successful work environment.
- Aided staff in addressing intricate customer problems and executing specialized solutions.
- Monitored phone calls to provide feedback and coaching.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
Education
Some College (No Degree) - Nursing
SUNY ORANGE
Skills
- Strategic Thinker
- Leadership
- New Employee Training
- Employment Law Knowledge
- Course Planning
- Project Management
- Staff Presentations
- Exceptional Communicator
- Classroom Instruction
- Performance Metrics
- Workforce Planning
- Human Resources
References
References available upon request.
Timeline
Resource and Training Manager
Yoox Net-a-porter Group
02.2020 - 02.2024
Operations Trainer
Yoox Net-a-porter Group
09.2014 - 02.2020
Merchandise Integrity/Inventory Manager
Nordstrom
02.2006 - 04.2013
Customer Service Manager
Nordstrom
02.2001 - 02.2006
Some College (No Degree) - Nursing
SUNY ORANGE
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