Divina Joy Fernandez
Cheektowaga,NY
Summary
Professional in retail management with solid background in operations and leadership. Known for optimizing store performance through effective team collaboration and strategic planning. Strong in inventory management, customer service, and staff training. Adaptable to changing environments, ensuring consistent achievement of business goals.
Overview
2026
2026
years of professional experience
Work History
Assistant Store Manager
Dry Goods USA
06.2025 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Store Manager
The Inspiration Co.
06.2024 - Current
- 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.
- Ensured that the store is running efficiently and profitably.
- 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.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed budgets and schedules
- Conducted performance evaluations on staff weekly
Assistant Store Manager
Rite Aid
02.2023 - 07.2024
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
Front Desk Receptionist
Comfort Inn & Suites
05.2021 - 2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Guest Advocate
Target
2020 - 2021
- Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
- Increased guest satisfaction by engaging in friendly conversations and offering personalized recommendations.
- Assisted coworkers when needed in various departments in order to maintain smooth functioning of the store.
- Provided prompt assistance at checkout counters, reducing wait times for guests during peak hours.
- Assisted guests with purchases, ensuring accurate transactions and efficient payment processing.
- Managed high-volume workloads under tight deadlines while maintaining focus on delivering exceptional service to every customer.
- Ensured product availability by restocking shelves and organizing merchandise displays for easy access.
Customer Service Associate
Home Depot
03.2020 - 09.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
Education
Certificate - Nurse Assisting
Emily Griffith Technical College
Denver, CO06-2021
Bear Creek High School
Lakewood, CO05-2020
Skills
- Problem-solving
- Customer service and engagement
- Time management
- Team management and leadership
- Attention to detail
- Adaptability
- Hiring and training
- Employee scheduling
- Mentoring and coaching
- Sales expertise
- Professionalism and strong work ethic
- Marketing and promotions
- KPI tracking
- Strong oral and written communication skills
Timeline
Assistant Store Manager
Dry Goods USA
06.2025 - Current
Store Manager
The Inspiration Co.
06.2024 - Current
Assistant Store Manager
Rite Aid
02.2023 - 07.2024
Front Desk Receptionist
Comfort Inn & Suites
05.2021 - 2021
Customer Service Associate
Home Depot
03.2020 - 09.2020
Guest Advocate
Target
2020 - 2021
Certificate - Nurse Assisting
Emily Griffith Technical College
Bear Creek High School
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