Sasha Silva
Bronx,NY
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
14
14
years of professional experience
Work History
Assistant Manager
Hoka One One
10.2022 - Current
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Managed inventory control, cash control and store opening and closing procedures
- Completed point of sale opening and closing procedures
- Demonstrated ability to convey HOKA and Deckers Brand's Vision and Mission to team members and customers
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Accomplished multiple tasks within established timeframes
- Onboarded new employees with training and new hire documentation
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
Salon Coordinator
The Salon At Bergdorf Goodman
05.2019 - 08.2019
- Coordinated efforts to exceed client expectations of full operating Salon from front desk area, call center department, hair color and styling floor
- Managed salon's master calendar to organize customer appointments, employee schedules and special events
- Created various charts for attendance, vacations of employees, contact information, schedules, knowledge, price rates, special expectations or request from particular stylist and phone extensions for each department
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Maintained high-volume workload within fast paced environment
- Consistently exceeded performance expectations in all areas (speed, accuracy and volume)
- Maintained relationships with both internal and external clients
- Submitted requests to proper departments preventing re-occurring issues and recommended improvements in processes and procedures
- Proficiently and professionally responded to customer and sales representative's questions pertaining to orders, product availability, backorders, price, products and services, procedures and policy
- Administered logging procedures
- Maintained end of shift reports for review
- Answered questions and addressed, resolved or escalated issues to proper personnel promoting customer satisfaction
- Greeted customers and visitors in-person and via telephone
- Served beverages to waiting clients maintaining comfortable and clean atmosphere
- Data entry completed daily, along with filing client ticket information
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel
- Handled client transactions and opened/closed register
- Performed opening and closing duties to include cash/credit procedures and facility cleaning
- Developed superior customer relationships
- All other related duties as assigned
- Maintained clean, sanitized and well organized work environment.
Receptionist Manager
Salon AKS
04.2016 - 04.2019
- Provide excellent customer service to both internal and external customers
- Opening and closing procedures
- Sorted and dispersed inventory to appropriate areas within salon
- Maintain or change products to visual standards
- Booked appointments using millennium software
- Trained new coordinators
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs
- Organized and scheduled office meetings as well as client appointments for team of 7 professionals, effectively accommodating hectic agendas
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Kept reception area clean and neat to give visitors positive first impression
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
- Collected payments from clients and updated account balances
- Organized and updated databases, records and other information resources
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
CSR/Receptionist Director of First Impressions
Shane Swan State Farm
01.2018 - 04.2018
- Greet and direct visitors and provide general information and assistance, as needed
- Answer and manage multiple phone lines and assist with/direct calls appropriately
- Manage to scan, attach, and process payments for clients using system
- Communicate work requests and other information to staff Using staff extensions over phone
- Support Department management and staff with needs including but not limited to administrative / clerical work, filing, coordination, arranging meetings, development of forms and database
- Respond to complaints, emergencies or requests with appropriate measure of courtesy and customer service
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Receptionist
Eiji international salon
09.2014 - 04.2016
- Provide excellent customer service to both internal and external customers
- Answer multiple phone lines
- Cash Handling
- Handled booking appointment using Envision Software
- Maintained products to visual standards
- Assured front desk was always clean and organized
- Key Holder
- Opening and closing procedures.
Supervisor
Victoria's Secret
05.2010 - 08.2014
- Trained new Associates
- Greet Customers on their way in & out of store
- Resourceful, focused, strong organization and still maintained communication throughout store
- Ability to multitask
- Provide excellent customer service both internal and external customers
- Responsible for sales team meeting/exceeding company's sale goals
- Cash handling
- Assisted loss prevention department when needed
- Training new associates, coaching vital selling behaviors, completing observations on associates
- Responsible for departmental growth; comparing yearly figures and expanding on those results
- Use extensive knowledge of products and trends to wardrobe customers and customized private fittings
- Connecting with customers and inquiring about service satisfaction
- Accountable for success of company's sales goals
- Nurture exceptional relationships and build brand loyalty with customers
- Establish expertise on all merchandise
- Effectively managed fast-paced, competitive work environment
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Style customers and build sales using product knowledge, personal recommendation and excellent service
- Maintain visual standards on floor for best customer shopping experience
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Evaluated employee performance and coached and trained to improve weak areas.
Education
High school diploma -
Pope John Paul II High School Ontario, CA
01.2009
Skills
- Spanish
- Proficient in
- Microsoft Office: Word
- Excel
- PowerPoint
- Outlook (8 years)
- Certifications and Licenses
- Driver's License
- Customer Service
- Confidentiality Understanding
- Extensive background in retail sales, customer service and computer skills
- Motivational Leadership
- Exceptional organization, critical thinking and time management skills
- Poised and competent with demonstrated ability to easily transcend cultural differences
- Millennium (3 years)
- Multi-line Phone Systems (6 years)
- Administrative Experience (6 years)
- Salon Software (6 years)
- Loss Prevention (9 years)
- Phone Etiquette (10 years)
- POS (9 years)
Additional Information
Willing to relocate: Authorized to work in the US for any employer
Timeline
Assistant Manager
Hoka One One
10.2022 - Current
Salon Coordinator
The Salon At Bergdorf Goodman
05.2019 - 08.2019
CSR/Receptionist Director of First Impressions
Shane Swan State Farm
01.2018 - 04.2018
Receptionist Manager
Salon AKS
04.2016 - 04.2019
Receptionist
Eiji international salon
09.2014 - 04.2016
Supervisor
Victoria's Secret
05.2010 - 08.2014
High school diploma -
Pope John Paul II High School Ontario, CA
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