Summary
Overview
Work History
Education
Skills
Timeline
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Irene Hernandez

Pomona,CA

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.

Overview

8
8
years of professional experience

Work History

Store Manager

Dunn Edwards Paints
01.2020 - 03.2024
  • Managed daily operations to ensure smooth functioning of store, maintaining clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Developed successful employee retention plan, reducing staff turnover rates significantly.

Assistant Store Manager

Dunn Edwards Paints
01.2018 - 01.2020
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Fostered positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Developed loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.

Customer Service Lead

Dunn Edwards Paints
05.2016 - 01.2018
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed high call volumes while maintaining professional demeanor, resulting in increased customer loyalty.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.

Education

Public Safety Dispatcher P.O.S.T - Law Enforcement Administration

Rio Hondo College
Whittier, CA
06.2011

High School Diploma -

Sierra Vista High School
Baldwin Park, CA
06.

Skills

  • Customer Service
  • Problem-Solving
  • Customer Relations
  • Multitasking and Organization
  • Store operations
  • Inventory Management
  • Team leadership and coaching
  • Training and mentoring
  • Cash Management
  • Shift Scheduling
  • Inventory Control
  • Recruitment and hiring
  • Relationship building and management
  • Payroll Management
  • Maximizing profitability

Timeline

Store Manager

Dunn Edwards Paints
01.2020 - 03.2024

Assistant Store Manager

Dunn Edwards Paints
01.2018 - 01.2020

Customer Service Lead

Dunn Edwards Paints
05.2016 - 01.2018

Public Safety Dispatcher P.O.S.T - Law Enforcement Administration

Rio Hondo College

High School Diploma -

Sierra Vista High School

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