Erin Hernandez
San Tan Valley,Arizona
Summary
Driven Retail Manager with more than 10 years of experience overseeing talented teams while guiding staff for superior customer interactions. Talented at leading daily activities and enhancing store atmospheres. Successful background resolving routine and unique issues to drive continued revenue growth and increase customer loyalty.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
Altar'd State
Scottsdale , AZ
03.2022 - Current
- Established objectives to offer team members clear roadmap to help company achieve overall goals
- Trained team members in successful strategies to meet operational and sales targets
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures
- Trained and developed new employees for ease of transition into team
- Created employee schedules to align coverage with forecasted demands
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Manage team of 20 associates
Business Specialist
Arizona Charter Solutions
Queen Creek , AZ
03.2020 - 03.2022
- Coordinated retrieval and distribution of student records from other schools and institutions
- Oversaw school expenditure for students to receive maximum educational benefits
- Trained teachers on effective teaching techniques, classroom management strategies and behavior modification
- Verified student grades, attendance and schedules
- Kept school in full compliance with established policies, legal requirements and student safety standards
- Maintained school focus on learning by enforcing rules related to academics, student discipline and class attendance
- Coordinated school budgets and solicited additional funding from grant programs with well-written applications
- Collaborated with administration staff to develop functional budgets within allocated funds
- Served as liaison between parents and students
- Managed staff of 40-45 teachers
Store Manager
Loft Outlet
Glendale , AZ
02.2018 - 08.2020
- Relocated from Cabazon, California store to help with set up and grand opening of this new location
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies
- Supervised guests at front counter, answering questions regarding products
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Performed statistical analyses to gather data for operational and forecast team needs
- Managed staff of 15-20 associates
Assistant Manager, Key Holder
Loft Outlet
Cabazon , CA
06.2012 - 02.2018
- Assisted company with setting up other locations in California for grand openings, day to day function, and staffing development
- Focused on own growth and development with company and gained promotion to Store Manager at new Arizona location
- Interviewed, hired and trained new associates, sales leads, and new management on POS system and key sale tactics
- Managed staff of 15-20 associates, two sales leads and two assistant managers
- Opened and closed cash drawers, store and made bank deposits
- Helped customers with problems and complaints via email, phone and in person
- Completed loss prevention reports and inventory
- Visual merchandising setting as sent from corporate
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service
Key Holder Leader
Under Armour
Cabazon, CA
05.2010 - 03.2012
- Covered sales floor if management were away or unavailable
- Handled day to day functions of opening and closing store
- Counted cash drawers and made bank deposits
- Examined merchandise to verify that it was correctly priced and displayed to protect company assets and avoid losses to company
- Generated repeat business through exceptional customer service teaching sales associates how to capture clientele
- Opened inventory boxes and restocked shelves.
- Completed store opening and closing procedures.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Oversaw team of 20 employees
- Trained team members in successful strategies to meet operational and sales targets
Customer Service Representative
Kmart Corporations
West Covina , CA
10.2008 - 11.2009
- Completed all points of sale opening and closing procedures, including counting out multiple cash registers, returning items to their appropriate location, replenishing floor and assisting clients in locating items when permitted
- Shared best practices for sale and customer service with other team members to help improve stores efficiency during training workshops
- Being assigned to customer service counter, learned to handle customer issues in graceful manner, repair experience if possible to get return customers.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 35%
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Recommended products to customers, thoroughly explaining details
Education
Associate of Arts - Child Development
Crafton Hills College
Yucaipa, CA 06.2011 - 08.2015
Skills
Merchandising operations
Strategic planning
Staff Management
Operations
Staff training and development
Customer Relations
Merchandising
Timeline
Operations Manager
Altar'd State
03.2022 - Current
Business Specialist
Arizona Charter Solutions
03.2020 - 03.2022
Store Manager
Loft Outlet
02.2018 - 08.2020
Assistant Manager, Key Holder
Loft Outlet
06.2012 - 02.2018
Associate of Arts - Child Development
Crafton Hills College
06.2011 - 08.2015
Key Holder Leader
Under Armour
05.2010 - 03.2012
Customer Service Representative
Kmart Corporations
10.2008 - 11.2009