ERIKA MANCILLA
Moreno Valley,USA
Summary
Dynamic professional leveraging extensive experience and qualifications to drive stability and growth within a forward-thinking organization. Committed to applying a strong work ethic, proven leadership abilities, and exceptional organizational skills to foster high employee engagement and customer satisfaction. A results-oriented approach delivers impactful solutions that align with company goals and enhance overall performance.
Overview
12
12
years of professional experience
Work History
Assistant Store Manager
Torrid
Riverside, CA
09.2025 - Current
- Supervised daily store operations to ensure optimal customer experience and staff performance.
- Trained and mentored team members on sales techniques and product knowledge.
- Developed and implemented visual merchandising strategies to enhance product displays.
- Analyzed sales data to identify trends, driving improvements in inventory management.
- Fostered strong relationships with customers, enhancing loyalty through personalized service initiatives.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
Customer Service Call Center Supervisor
Skechers
Manhattan Beach, CA
03.2021 - 07.2025
- Supervised a team in office and remote, customer service online sales.
- Analyzed customer behavior and sales trends to optimize customer service.
- Trained new staff on e-commerce best practices and systems, reducing onboarding time by 20%.
- Monitored computer activity, daily reports on inbound calls, emails, and chat logs.
- Analyzed call metrics and implemented strategies that reduced average handling time.
- Used data mining tools to report on key performance indicators and recommend actionable improvements.
- Social media supervision platforms.
- Developed and maintained performance dashboards to track team productivity and identify areas for improvement.
- Conducted regular performance reviews and provided constructive feedback to team members to enhance their skills.
- Facilitated role play exercises effectively, achieving a reduction in first contact errors.
- Facilitated role play exercises in training scenarios to simulate real-world interactions, improving agent performance.
- Implemented training programs enhancing staff performance and customer satisfaction.
- Developed and maintained call center workflows improving efficiency and response times.
- Analyzed call metrics to identify trends, guiding team performance improvements.
Sales Lead/ASM/Store Manager
ALDO
Beachwood, OH
02.2016 - 11.2020
- Providing Customer Service
- Stock and Organizing
- Visual Merchandising to company standards
- Interviewed job candidates and made staffing decisions. Assigned employees to specific duties to best meet the needs of the store.
- Trained and developed new associates on POS system and key sales tactics.
- Developed and implemented strategic marketing initiatives that increased store traffic by 30%.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Oversaw inventory management to reduce shrinkage by 5% through effective stock control measures.
- Conducted monthly recognition and employee performance reviews effectively.
- Collaborated with corporate to ensure compliance with company policies and regulations for merchandising.
- Managed store layout and product placement to enhance sales performance.
Brands Operations Supervisor
Victoria's Secret PINK
North Olmsted, OH
11.2017 - 12.2019
- Assisted in visual merchandising strategies that increased store foot traffic.
- Managed inventory levels ensuring optimal stock for seasonal promotions.
- Collaborated with team members to create engaging product displays that boosted sales.
- Implemented clear standards of merchandise presentation to maintain a polished store environment.
- Trained team members on merchandising techniques and store operations.
- Utilized data-driven insights to manage product arrivals and improve stock replenishment.
- Analyzed customer flow and product placement and promotional strategies to improve sales.
Key Holder Supervisor
Forever 21
North Olmsted, OH
07.2014 - 11.2016
- Trained new staff on product knowledge and customer service techniques specific to accessories.
- Managed inventory for accessories, ensuring optimal stock levels and minimizing overstock.
- Consistently achieved sales targets and received recognition for outstanding leadership in the accessories department.
- Oversaw store operations, ensuring compliance with company policies and procedures.
- Provided additional merchandising efforts to enhance product presentation and increase sales.
- Successfully implemented training programs for new hires, improving staff performance.
- Analyzed sales and inventory trends and recommend improvements to increase store productivity.
Quality Control
Amazon Fulfillment Center
San Bernardino, CA
09.2013 - 05.2014
- Conducted quality audits to identify process improvements.
- Implemented quality assurance protocols to enhance product consistency.
- Collaborated with cross-functional teams to resolve quality issues efficiently.
- Provided technical inspections on production lines to ensure compliance.
- Oversaw the implementation of quality processes and corrective actions.
Education
High School Diploma -
Alessandro High School
Hemet, CABusiness - undefined
Riverside Community College
Riverside, CA06.2013
Skills
- Leadership
- Staff supervision
- Hiring and training
- Staff management
- Visual Merchandising
- Data Analysis
- Problem-solving
- Customer service and engagement
LANGUAGES
Spanish | Intermediate
Timeline
Assistant Store Manager
Torrid
09.2025 - Current
Customer Service Call Center Supervisor
Skechers
03.2021 - 07.2025
Brands Operations Supervisor
Victoria's Secret PINK
11.2017 - 12.2019
Sales Lead/ASM/Store Manager
ALDO
02.2016 - 11.2020
Key Holder Supervisor
Forever 21
07.2014 - 11.2016
Quality Control
Amazon Fulfillment Center
09.2013 - 05.2014
Business - undefined
Riverside Community College
High School Diploma -
Alessandro High School