Daisy Silva
Houston
Summary
Dynamic leader with a proven track record at Cotton On Group, enhancing store sales and customer loyalty through exceptional service management and staff development. Skilled in store operations and customer service management, adept at motivating teams to exceed sales targets. Expert in cash handling accuracy, achieving significant improvements in operational efficiency.
Overview
14
14
years of professional experience
Work History
Lead Key Holder
Cotton On Group
08.2023 - 02.2025
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive shopping experience.
- Enhanced store sales by implementing effective merchandising strategies and engaging customers with product knowledge.
- Handled escalated customer concerns with tactful diplomacy, often turning dissatisfied customers into loyal patrons.
- Maintained a clean, organized store environment by implementing regular cleaning schedules and following merchandising guidelines.
- Collaborated with management to develop promotional strategies that increased store traffic and sales revenue.
- Implemented visual merchandising changes according to corporate directives, resulting in an aesthetically pleasing shopping environment.
- Assisted in training new key holders, ensuring they were well-versed in company policies and procedures.
- Collaborated with management on special projects such as store remodels, inventory audits, and employee training initiatives.
- Streamlined store operations by creating efficient processes for daily tasks such as opening/closing procedures and cash handling practices.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Customer Service Supervisor
Burlington
11.2019 - 08.2023
- Boosted team morale through strategic promotion of open communication.
- Cooperated with multiple departments to effectively address and mitigate ongoing customer complaints.
- Mentored staff to navigate everyday duties and complicated obstacles.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Handled complex customer issues to maintain high service standards.
- Had to replace callouts when needed
- I had to order money every Monday for the week
- I had to close the store twice a week and count safe and do deposits
Packer
Lone Star Rags
12.2012 - 12.2015
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
Machine Operator
Blackwells Plastics
02.2012 - 11.2012
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Operated various types of machinery, contributing to the successful completion of diverse projects.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Maintained open communication lines with supervisors regarding project status updates, potential delays, or any concerns affecting production timelines.
Cellphone Sales Associate
Metro PCS
05.2012 - 10.2012
- Participated in ongoing training opportunities to stay current with industry developments and enhance my skills as a knowledgeable cell phone sales associate.
- Increased customer satisfaction by providing knowledgeable and efficient service in all cell phone sales transactions.
- Boosted overall sales results by effectively cross-selling related products and services, such as accessories, insurance plans, or extended warranties.
- Assisted management with inventory control, ensuring optimal product availability for customer needs.
- Achieved sales targets consistently by identifying customer needs and matching them with appropriate products.
- Conducted informative product demonstrations to highlight key features and benefits of various cell phone models.
- Provided exceptional after-sales support by answering questions, troubleshooting issues, and recommending accessories or upgrades as needed.
- Maintained an up-to-date knowledge of industry trends, new products, and emerging technologies to better serve customers.
Customer Service Representative
Barri
05.2011 - 08.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Did money transfers and personal loans and cashed checks
Education
High School Diploma -
Milby High School
Houston, TX05.2011
Skills
- Team motivation
- Store operations
- Staff training and development
- Delegation and supervision
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Lead Key Holder
Cotton On Group
08.2023 - 02.2025
Customer Service Supervisor
Burlington
11.2019 - 08.2023
Packer
Lone Star Rags
12.2012 - 12.2015
Cellphone Sales Associate
Metro PCS
05.2012 - 10.2012
Machine Operator
Blackwells Plastics
02.2012 - 11.2012
Customer Service Representative
Barri
05.2011 - 08.2011
High School Diploma -
Milby High School
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