Dulce Santana
El Paso,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Results-driven management professional with track record of optimizing team performance and driving business growth. Skilled in strategic planning, project management, and fostering collaborative environments. Known for adaptability and delivering consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication.
Overview
17
17
years of professional experience
Work History
Associate Manager
Ralph Lauren
01.2024 - Current
- Led cross-functional teams to develop and implement strategic initiatives enhancing brand visibility.
- Managed inventory control processes, ensuring optimal stock levels and reducing excess inventory.
- Oversaw training programs for new hires, fostering a culture of excellence and teamwork.
- Analyzed sales data to identify trends, driving data-informed decisions for product placement.
- Mentored junior staff in best practices for customer service excellence and operational procedures.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Mentored junior team members, contributing to their professional growth and skill development.
- Oversaw training and onboarding process for all newly hired employees within [Name of Department].
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
- Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Receptionist
Crossroads Animal Hospital
09.2014 - Current
- Warmly welcomed 60-80 guest per shift, coordinated check in/out and directing them to their destination.
- Managed 4+ phones lines and facilitated over 35+ call per day with clients, vendors and staff.
- Maintained organized, clean, professional work space and waiting area.
- Provided excellent customer service with friendly and helpful attitude.
- Coordinated pick up and delivery of mail services, unpacked inventory and stocked supplies.
- Smoothly managed day-to-day front desk operations for busy veterinary hospital.
- Cash receiving (cashiering) and counting cash as part of cash drawer closing process.
- Deposit preparation and recording of cash receipt on deposit records/log.
Sales Associate
Bath And Body Works, Limited Brands
08.2023 - 04.2026
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Assistant Manager of Operations
Ecko Unlimited
09.2013 - 08.2014
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Communicated with customers to assess satisfaction with products and services received.
- Performed statistical analyses to gather data for operational and forecast team needs.
Retail Store Manager
Journeys Shoe Store
04.2012 - 08.2013
- Hired, trained and supervised retail team members.
- Plan and prepared work schedules and keep records of employees' work schedules and time cards.
- Performed payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Performed opening and closing of store on daily basis, depositing cash and check to banks.
- Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Supervised and coach staff on great customer connection, ensuring daily feedback is given to all associates.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Performed stockroom duties, shipping and receiving of cases on weekly basis and inventory audits.
Assistant Manager of Sales
Aeropostale
02.2010 - 03.2012
- Support senior managers with day-to-day operational requirements.
- Meticulously handled POS system transactions including credit, cash, exchanges, returns and refunds to ensure seamless and accurate cash flow.
- Contributed to budget development and forecasting by gathering revenue data.
- Optimized sales strategies base on weekly, monthly, and quarterly progress against annual objectives.
- Organized store operations around sales needs and allocated important daily responsibilities to personnel for efficient operations.
- Achieved revenue targets across segments using excellent planning, resource management and team leadership abilities.
- Achieved revenue target with effective sales strategies, coaching staff on techniques and approaches.
- Addressed customer needs and maintained high satisfaction rates through effective account management and professional communication.
- Helped staff accomplish sales goals through effective supervision, training, and motivational strategies.
Sales Team Leader
Crocs
03.2009 - 02.2012
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Worked closely with high-profile customers needing special assistance to resolve complaints and develop customized solutions meeting unique requirements.
- Built strong team by recruiting and developing top sales talent.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
Education
Bachelor of Science - Accounting
University of Phoenix
Phoenix, AZ03.2021
High School Diploma -
Franklin High School
El Paso, TX05.2004
Skills
- Data Entry
- Account Reconciliation
- Payment Processing
- Invoicing and collections
- Payroll Processing
- Month-end reports
- Multitasking
- Time Management
- Multiple phone system operation
- Relationship Building
- Operations management
- Staff training and development
- Customer relations
Timeline
Associate Manager
Ralph Lauren
01.2024 - Current
Sales Associate
Bath And Body Works, Limited Brands
08.2023 - 04.2026
Receptionist
Crossroads Animal Hospital
09.2014 - Current
Assistant Manager of Operations
Ecko Unlimited
09.2013 - 08.2014
Retail Store Manager
Journeys Shoe Store
04.2012 - 08.2013
Assistant Manager of Sales
Aeropostale
02.2010 - 03.2012
Sales Team Leader
Crocs
03.2009 - 02.2012
High School Diploma -
Franklin High School
Bachelor of Science - Accounting
University of Phoenix