Gonzalo Perez
Results-driven Retail Operations & Customer Experience Leader with 10+ years of progressive management experience at IKEA. Expertise in multi-million-dollar revenue growth, service fulfillment, omni-channel retail strategy, and cross-functional leadership. Proven ability to optimize supply chain workflows, reduce cost per service, and elevate customer satisfaction in high-volume environments. Bilingual in English and Spanish.
Knowledgeable Retail sales worker with strong background in enhancing customer satisfaction and loyalty. Successfully improved client retention and streamlined service processes. Demonstrated leadership and problem-solving skills while optimizing team performance.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Work History
Service Fulfilment Operations Specialist
- Aligned vendor execution with internal workflows to enhance service fulfillment efficiency and maximize service quality.
- Optimized logistical scheduling and administrative planning to ensure accurate, timely service delivery.
- Implement updated operational capabilities and continuous improvement loops to strengthen long-term service stability.
- Reduced cost per service while maintaining high-quality customer experience to protect profit margins.
Customer Experience Manager
- Exceeded Happy Customer” target score through continuous customer journey improvements.
- Built and coached high-performing customer-facing teams, enhancing brand positioning and driving unit profitability.
- Led omni-channel retail execution, driving 30% of total store sales (~$30M).
- Managed cross-functional resources and multi-million-dollar budgets to align store operations with corporate goals, enhancing operational effectiveness.
Customer Service Leader
- Directed daily operations for Cash Lanes, Click & Collect, Home Delivery, Handout, and Car Loading to enhance service efficiency.
- Directed daily operations across Cash Lanes, Click & Collect, Home Delivery, Handout, and Car Loading.
- Analyzed KPIs and conducted root-cause investigations to implement tactical floor corrections that improved operational effectiveness.
- Partnered with Risk & Compliance to ensure compliance with cash handling, inventory accuracy, and safety audit standards.
Recovery Team Leader
- Generated over $1M in recovered revenue while maintaining a 75%+ product recovery index.
- Processed reverse logistics claims, securing accurate corporate store credits and minimizing financial discrepancies.
- Investigated packaging and product quality issues, relaying findings to regional partners for resolution and quality enhancement.
Sales Co-worker
- Engaged customers proactively to identify home furnishing solutions, enhancing active selling.
- Maintained showroom merchandising standards through strategic replenishment, profiling, and price accuracy to improve customer experience.
- Utilized in-depth product knowledge to elevate average ticket size and drive attach rates for delivery/assembly services.
Education
High School Diploma
Skills
Languages
- Languages: English (Fluent)
- Spanish (Fluent)
Timeline
Service Fulfilment Operations Specialist
Customer Experience Manager
Customer Service Leader
Recovery Team Leader
Sales Co-worker
San Diego High School
Core Competencies
- Leadership & Strategy: Team Management
- Strategic Business Planning
- Change Management
- Operations & CX: Omni-Channel Retail Flow
- Service Fulfillment & Logistics
- Cost-Per-Service Optimization
- Supply Chain & Risk: Inventory Control
- Vendor & Partner Management
- Process Improvement