Fernanda Baca-Durand
Spring,TX
Summary
Dynamic sales leader with proven expertise in customer service and critical thinking, honed at Five Below and other notable retailers. Excelled in mentoring staff to enhance customer satisfaction by overhauling service protocols, achieving a significant improvement in loyalty metrics. Skilled in cross-selling and fostering team unity, adept at driving sales and developing impactful customer relations.
Overview
1
1
year of professional experience
Work History
Sales Lead
Five Below
09.2024 - 02.2025
- Trained, coached, and mentored new sales associates for maximum performance.
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Established strong rapport with clients through active listening techniques, understanding their unique needs and proposing tailored solutions.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
Sales Associate
Famous Footwear
07.2024 - 09.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
Customer Service Representative
Domino's Pizza
09.2023 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Nursing
Lone Star College
Houston, TX05-2027
Skills
- Cross-selling techniques
- Customer service
- Critical thinking
- Problem-solving skills
- Listening skills
- Customer relations
- Reliable and punctual
- Excellent people skills
- Outgoing personality
- Flexible schedule
- Team building
- Floor operations
Languages
Spanish
Native or Bilingual
Interests
- Supporting STEM education initiatives and mentorship programs
- Auto Repair/Restoration
- I like working with my hands and fixing things
- Volunteering at local animal shelters and rescue organizations
- Genealogy
- Volunteer Work
- Cooking
- Bread Making
- Learning new cooking techniques and expanding my culinary skills
Timeline
Sales Lead
Five Below
09.2024 - 02.2025
Sales Associate
Famous Footwear
07.2024 - 09.2024
Customer Service Representative
Domino's Pizza
09.2023 - 11.2023
Associate of Science - Nursing
Lone Star College
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