Erika Perez
Murrieta,CA
Summary
Customer-oriented Store Manager offering over 20 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
20
20
years of professional experience
Work History
Retail Store Manager
T-Mobile
Murrieta, CA
2018.03 - Current
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Performed regular audits to ensure compliance with company standards.
- Recruited, trained and managed a team of 20+ employees.
- Collaborated with other departments to coordinate promotional activities and events in-store.
- Implemented strategies to increase customer satisfaction levels and build brand loyalty.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Analyzed financial data to identify areas of improvement or cost savings opportunities.
- Drafted detailed reports on store performance for upper management review.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Initiated new product training sessions for employees to improve product knowledge.
- Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
- Conducted regular inventory counts throughout the year to maintain accurate records.
- Built and maintained strong working relationships with team members.
- Hired and trained positive, enthusiastic employees to boost talents of retail team.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Applied effective time management techniques to meet tight deadlines.
- Learned and adapted quickly to new technology and software applications.
Marketing Assistant
Sprint
Irvine , CA
04.2017 - 07.2017
- Assisted with the development and implementation of marketing campaigns.
- Generated content for various media platforms, such as websites and social media accounts.
- Organized promotional events, including scheduling speakers and coordinating activities.
- Conducted market research to identify potential customer segments and target markets.
- Coordinated product launches, press releases, and other publicity initiatives.
- Provided administrative support to the Marketing Manager on a daily basis.
- Created presentations for internal meetings or external clients using PowerPoint, Prezi.
- Researched current trends in digital marketing to stay up-to-date with industry developments.
- Assisted in organizing promotional events and tradeshows.
- Collaborated with marketing team on new ideas and directions to support events and customer communication projects.
- Responded promptly to customer inquiries via phone calls and emails while maintaining a friendly attitude.
Market Manager
Sprint
San Diego, CA
03.2015 - 04.2017
- Planned product launches by coordinating activities between sales team and external partners.
- Maintained up-to-date knowledge about current industry trends and best practices.
- Developed overall store strategies and tactics to achieve sales and service and operational performance goals.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Conducted interviews, made hiring decisions matching appropriate skill level to job and evaluated team member performance.
- Maintained aesthetically pleasing displays for entire store to showcase products in appealing way.
- Examined merchandise to verify correct price and display location.
- Planned and implemented marketing events to promote store and available products.
- Coached, developed and motivated team to achieve revenue goals.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Supported sales team members to drive growth and development.
- Developed and significantly grew assigned territory 120% within first year.
Retail Store Manager
Sprint
Escondido, CA
06.2008 - 03.2015
- Developed and maintained store policies and procedures.
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Performed regular audits to ensure compliance with company standards.
- Recruited, trained and managed a team of 20+ employees.
- Collaborated with other departments to coordinate promotional activities and events in-store.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Implemented strategies to increase customer satisfaction levels and build brand loyalty.
- Initiated new product training sessions for employees to improve product knowledge.
- Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
- Conducted regular inventory counts throughout the year to maintain accurate records.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Hired and trained positive, enthusiastic employees to boost talents of retail team.
- Connected with customers to provide assistance and collect feedback to optimize operations.
Retail Assistant Manager
Sprint
Temecula, CA
05.2005 - 06.2008
- Assisted in the development of store policies and procedures.
- Monitored inventory levels and reordered merchandise as needed.
- Trained, coached, and mentored new team members on customer service and operational standards.
- Developed promotional strategies to increase sales and profitability.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Analyzed sales figures to identify trends and opportunities for improvement.
- Performed daily opening and closing duties including cash handling and reconciliation.
- Responded promptly to customer inquiries or complaints regarding products or services.
- Maintained a neat, clean, organized work environment that meets company standards.
- Developed relationships with customers by providing knowledgeable advice about products.
- Executed all merchandising directives accurately according to planograms.
- Supported management team in developing action plans for addressing underperforming areas.
Lead Retail Sales Associate
Sprint
Moreno Valley, CA
04.2004 - 05.2005
- Provided exceptional customer service to ensure customer satisfaction.
- Managed opening and closing procedures of the store, including cash handling.
- Assisted customers with product selection, pricing and availability inquiries.
- Trained and supervised sales associates on customer service standards and operational procedures.
- Maintained records of daily transactions in order to track sales performance.
- Resolved customer complaints in a professional manner.
- Coached other employees in customer service strategies and successful selling techniques.
- Greeted customers to determine wants or needs.
Customer Service Representative
Sprint
Rancho Cucamonga, CA
01.2004 - 04.2004
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
BBA - Business Administration And Management
University of Phoenix
Diamond Bar, CA06-2007
Associate of Arts - Merchandise Marketing
FIDM/Fashion Institute of Design & Merchandising
Los Angeles, CA06-2000
Skills
- Retail Operations
- Problem-Solving
- Coaching and Mentoring
- Performance Monitoring
- Hiring and Training
- Sales Growth
- Sales Leadership
- Customer Service
Languages
Spanish
Native/ Bilingual
Accomplishments
- Mentor Match Program Completion January 2024
- Winners Circle 2021
- TFB Pillar Owner 2021 -2023
- So Cal Accessory Champions Initiative October 2023
- Accessory Pillar 2024 Owner
References
References available upon request.
Timeline
Retail Store Manager
T-Mobile
2018.03 - Current
Marketing Assistant
Sprint
04.2017 - 07.2017
Market Manager
Sprint
03.2015 - 04.2017
Retail Store Manager
Sprint
06.2008 - 03.2015
Retail Assistant Manager
Sprint
05.2005 - 06.2008
Lead Retail Sales Associate
Sprint
04.2004 - 05.2005
Customer Service Representative
Sprint
01.2004 - 04.2004
BBA - Business Administration And Management
University of Phoenix
Associate of Arts - Merchandise Marketing
FIDM/Fashion Institute of Design & Merchandising
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