Monique Gutierrez
Torrance,CA
Summary
Detail-oriented manager with seven years of leading experience. Expert in customer service industry protocols with proven history of leading shifts and segments with excellent guidance and employee leadership. Trained in operations first, followed by visuals and committed to punctuality.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Multi-Store Manager
Claires Stores Inc
Lakewood, CA
01.2018 - Current
- Managed three separate teams at their respective locations with over 100 customers per day
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- 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.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions in order to increase sales.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Developed new store location from ground up by hiring and training efficient team.
- Devised processes to boost long-term business success and increase profit levels.
- Analyzed and interpreted store trends to facilitate planning.
- Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising and general store operations.
- Managed workload and task demand between corporate guidelines and staff abilities.
- Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Exceptional computer skills
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Attended weekly, monthly, and quarterly sales meetings and trainings.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Completed call reports, paperwork and on-going personal training by required deadlines.
- Developed and implemented strategic account plans to generate new, advantageous customers.
- Maintained relevance and fluency on company offerings and industry trends.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Reviewed shift reports to understand current numbers and trends.
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Lead Sales Specialist
Victoria's Secret & PINK
Torrance, CA
12.2015 - 12.2017
- Maintained and assisted upper management in leading KPI's across 2 separate locations
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Monitored sales team performance and provided constructive feedback.
- Reported sales data to upper management for review.
- Achieved and exceeded sales goals through dedication to identifying and pursuing new opportunities.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Balanced traditional and innovative sales tactics to complete sales and trained employees on current sales protocols.
- Studied product and local markets to adjust sales pitches and adapt strategies for optimized sales.
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
- Prioritized tasks and projects to meet tight deadlines.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Informed customers of promotions to increase sales productivity and volume.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Exceptional computer skills
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Prepared and deliver customer sales quotes.
- Trained new employees on customer service, money handling and organizing strategies.
- Met or exceeded sales, customer service and loyalty program standards.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Presented information to customers, peers and management.
- Quoted prices, credit terms and other bid specifications.
- Merchandised attractive shelf displays with current offerings to drive store sales.
- Demonstrated consistent track record of overachieving sales quotas.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Opened new merchandise and stocked sales floor racks and shelves.
- Completed call reports, paperwork and on-going personal training by required deadlines.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
Education
Architectural Engineering
El Camino College
Torrance, CA06.2028
Skills
- Goal Setting and sales tracking
- Verbal and Written Communication
- Mathematical Calculation and Reasoning
- Customer Service Management
- Employee Motivation
- Records Organization and Management
- Performance Assessment and Data Analysis
- Business and Team Leadership
- Focus and Follow-Through
- Recruitment, Hiring, and Training
- Deadline Management
- Database Maintenance
- Staff Scheduling, Payroll Administration, and Timekeeping
- POS Terminal Operations
- Calendar Management, Multitasking and Prioritization
- Inventory Tracking and Management
- Desktops, Laptops and Mobile Devices
- Layout Planning and Business Forecasting
- Direct Sales and Money Handling
- Materials Planning and Logistics
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Went into a program of running multiple stores to prepare to be a district manager
- Created templates and spreadsheets that were used across multiple stores within the company to track KPI's
Certification
Bloodborne pathogens through RedCross for body piercings
Timeline
Multi-Store Manager
Claires Stores Inc
01.2018 - Current
Lead Sales Specialist
Victoria's Secret & PINK
12.2015 - 12.2017
Architectural Engineering
El Camino College