EVELYN HERNANDEZ
Lancaster,California
Summary
High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Quality focused and skilled at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Skilled at recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.
Overview
15
15
years of professional experience
Work History
Store Manager
Stater Bros
11.2021 - Current
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
- Monitored employee performance and identified performance gaps for corrective action
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
- Strengthened work flow productivity by hiring, managing and developing top talent
- Established store tactics and strategies to achieve operational performance and sales goals
- Evaluated store performance and incorporated feedback to implement improvement plans
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities
- Oversaw storewide merchandising benchmarks to maintain operational excellence
- 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
- 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
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness
- Developed and implemented successful staff incentive programs to motivate employees
- Trained new employees on proper protocols and customer service standards
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Interacted well with customers to build connections and nurture relationships
- Trained and guided team members to maintain high productivity and performance metrics
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Supervised creation of exciting merchandise displays to catch attention of store customers
- Reported issues to higher management with great detail
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Assistant Store Manager
Stater Bros
07.2017 - 11.2021
- Answered customer questions and addressed problems and complaints in person and via phone
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Maintained inventory by checking merchandise to determine levels
- Delegated assignments based on team strengths to optimize floor coverage and service levels
- Coached and developed store associates through formal and informal interactions
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness
- Reviewed inventory and sales records to prepare reports for management and budget departments
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
- Delegated work to staff, setting priorities and goals
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Rotated merchandise and displays to feature new products and promotions
- Walked through store areas to identify and proactively resolve issues negatively impacting operations
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Created and maintained safe and secure work environments for employees
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Developed and maintained strong relationships with vendors to facilitate timely product delivery
- Trained new employees on proper protocols and customer service standards
- Interacted well with customers to build connections and nurture relationships.
Retail Roles
Stater Bros
10.2008 - 07.2017
- Communicated with customers and employees to answer questions or explain information
- Delivered high-quality customer service through deep commitment to knowledge and performance
- Answered multi-line telephone system and routed calls to appropriate personnel.
Education
Business Management -
Cerritos College
01.2016
Skills
- Operations Management
- Security System Monitoring
- Outstanding Communication Skills
- Work Planning and Prioritization
- Strategic Thinker
- Customer Service Management
- Team-Oriented
- Training and Mentoring
- Reliable
- Talent Recruitment
- Hourly Shift Management
- Payroll Management
- Shift Scheduling
- Project Management
- Partnership Building
- Budget Administration
- Policies and Procedures
- Culture Development
Accomplishments
- Exceeded monthly store sales goal 22 months in a row.
- Documented and resolved being a shrink focus store which led to positive comps.
- Supervised team of 150 staff members.
- Managed a store that exceeded company expectations in every category during all 4 quarters. Ended in top 10 performing store, out of 200 stores across the chain.
- Recruited 2 successful new managers within one year.
Timeline
Store Manager
Stater Bros
11.2021 - Current
Assistant Store Manager
Stater Bros
07.2017 - 11.2021
Retail Roles
Stater Bros
10.2008 - 07.2017
Business Management -
Cerritos College
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