Darling Maturino
Greenville
Summary
Proven leader and adept problem-solver, I significantly enhanced customer satisfaction and team efficiency at Famous Footwear. My expertise in customer service management and critical thinking led to innovative solutions, boosting store performance. Skilled in staff training and development, I fostered a collaborative environment, achieving notable employee retention and operational excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Geus
07.2023 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Store Manager
Famous Footwear
05.2014 - 02.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
Key Holder Supervisor
American Eagle Outfitters, Inc
08.2011 - 06.2013
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Received and counted money.
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Trained and mentored new employees.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Enhanced store sales by implementing effective visual merchandising strategies and product placement.
- Processed cash, credit, debit, and check payments.
- Maintained a clean, organized store environment that was conducive to an enjoyable shopping experience for customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Opened inventory boxes and restocked shelves.
- Streamlined inventory management processes for increased efficiency and reduced stock discrepancies.
- Rotated stock according to dates and protocols.
- Conducted regular audits of store merchandise, ensuring accurate record-keeping and minimizing shrinkage.
- Provided exceptional customer service, resulting in a high level of customer satisfaction and repeat business.
- Assisted with hiring decisions by conducting interviews and providing input on candidate selection for the Key Holder role.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Managed store personnel by delegating tasks and supervising daily operations.
- Trained newly hired sales team in upselling techniques.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
Education
Associate of Science - Business Management
Collin County Community College
Plano, TX05-2025
Skills
- Customer service
- Team training and development
- Problem resolution
- Team leadership
- Safety enforcement
- Computer proficiency
- Critical thinking
- Store operations
- Staff oversight
- Customer service management
- Staff training and development
- Customer relations
- Training and mentoring
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
Geus
07.2023 - Current
Store Manager
Famous Footwear
05.2014 - 02.2023
Key Holder Supervisor
American Eagle Outfitters, Inc
08.2011 - 06.2013
Associate of Science - Business Management
Collin County Community College
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