Demian Chi
Woodland Hills,CA
Summary
Results-driven Retail Leader with 11 years of experience in sales, customer experience, and team development. Proven ability to coach high-performing teams, drive store revenue, and lead operational excellence in fast-paced environments. Skilled in performance management, conflict resolution, and aligning daily behaviors with business goals. Strong communicator who balances accountability with team motivation.
Overview
11
11
years of professional experience
Work History
Experience Associate Manager
T-Mobile
Northridge, CA
12.2014 - Current
- Customer Experience Leadership
- Lead a consistent, high-quality in-store experience from greeting through resolution.
- Manage escalated customer concerns with professionalism and urgency.
- Model service excellence behaviors that directly support performance metrics.
- Team Coaching & Performance Management
- Provide real-time coaching on sales behaviors, product knowledge, and service standards.
- Conduct performance conversations, track progress, and ensure accountability.
- Support onboarding, training, and ongoing skill development for new and existing associates.
- Turn service challenges into teachable moments to strengthen team capability.
- Sales & Operational Execution
- Support achievement of store sales targets across devices, service plans, and features.
- Monitor daily performance dashboards and adjust focus areas accordingly.
- Ensure compliance with company policies, inventory controls, and security standards.
- Align team activities with key performance indicators and revenue goals.
- Culture & Engagement
- Foster a high-energy, positive store environment aligned with company values.
- Recognize team wins and maintain morale during high-pressure periods.
- Serve as a communication bridge between leadership and frontline associates.
- Store Operations
- Open and close the store as assigned.
- Manage floor coverage, workflow, and break scheduling.
- Maintain merchandising standards and visual presentation.
- Ensure smooth daily operations and organized sales floor execution.
Education
High School Diploma -
Canoga Park High School
06-2011
Skills
- Coaching & Performance Feedback
- Customer Resolution & De-escalation
- Sales Leadership & Development
- Retail Operations Management
- Inventory & Security Compliance
- KPI & Metrics Analysis
- Team Motivation & Engagement
- Decision-Making Under Pressure
- Professional Communication
- Staff management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 13 staff members.
- Resolved product issue through consumer testing.
- Documented and resolved performance behaviors which led to performance results.
- Nationwide top 20 for 6 consecutive months.
- Winners Circle
Languages
Spanish
Native or Bilingual
Timeline
Experience Associate Manager
T-Mobile
12.2014 - Current
High School Diploma -
Canoga Park High School