JENNA VASQUEZ
Englewood,NJ
Summary
Experienced retail manager with 16+ years of success in sales, merchandising, and customer service. Demonstrates leadership with problem-solving skills and consistently exceeds goals while enhancing customer satisfaction through omni- channel initiatives. Skilled in leveraging technology and analytics to contribute to the growth of a business.
Overview
16
16
years of professional experience
Work History
Senior Specialist of Omni Retail Operations
Kate Spade New York
New York, NY
11.2019 - Current
- Spearheaded the successful launch of a New Order Management System and new fulfillment portal, overseeing the implementation process from planning through execution while leading user training for field and corporate employees
- Act as a primary liaison between field teams and customer service ensuring prompt resolution for consumer issues
- Manage backend systems to optimize revenue generation, maintaining low cancellation rates and high fulfillment rates within SLA parameters
- Analyze report metrics and collaborate with internal stakeholders to develop strategic plans for promotional periods, driving sales and operational efficiency
- Oversee store capacity restraints and order counts, implementing backend system adjustments to enhance store fulfillment capabilities
- Orchestrate the setup of new store openings and manage store closures from a systems standpoint, ensuring seamless transitions and continuity.
Client Specialist
Tory Burch
Jersey City, NJ
11.2017 - 11.2019
- Provided exceptional customer service by promptly resolving inquiries and issues, maintaining a customer satisfaction of over 95%
- Educated customers on product features and benefits, contributing to increased sales and fostering customer loyalty
- Led initiatives to streamline return processes, reducing wait times by 20% and improving overall customer experience
- Analyzed customer feedback to identify trends, implementing changes that boosted service efficiency
- Managed payment queues efficiently, supporting team leads and maintaining smooth operations.
Senior Muse, Visual Manager
Kate Spade
Paramus, NJ
07.2016 - 11.2017
- Aligned with the organization’s culture, products, image, and target market to strategically boost sales and enhance customer engagement
- Led team to surpass sales goals by educating on store statistics and sales plans, resulting in increased revenue
- Aligned store operations with corporate directives, ensuring cohesive visual merchandising and brand consistency
- Implemented loss prevention strategies, reducing shrinkage and safeguarding inventory
- Developed client profiles in Tulip, enhancing customer outreach to provide tailored styling services to drive repeat business.
Assistant Manager
Mania Training Facility
Stony Point, NY
09.2014 - 07.2016
- Implemented a new billing system, ensuring accurate monthly statements and reducing discrepancies by 20%
- Partnered with the marketing coordinator to redesign the website, increasing online traffic by 15%
- Developed customer service protocols that improved client satisfaction scores by 25%
- Enhanced client follow-up procedures, resulting in a 10% increase in appointment bookings
- Coordinated and facilitated monthly classes by organizing schedules and distributing them to members
- Proactively engaged with clients nearing the end of their packages, promoting upgrades to focus on customer retention and satisfaction.
Saleswoman/Assistant Merchandiser
Original Design Jewelers
New City, NY
05.2008 - 09.2014
- Achieved and consistently exceeded monthly sales targets by leveraging persuasive selling techniques and building strong customer relationships
- Collaborated with vendors to source unique and exclusive jewelry pieces to enhance the store's product offerings
- Managed inventory levels and ensured accurate product displays to enhance visual appeal to promote sales
- Initiated customer loyalty program to result in an increase in repeat business
- Assisted customers in selecting pieces that matched their style preferences and special occasions, resulting in a high rate of customer satisfaction and an increase in sales.
- Implemented creative upselling techniques, substantially increasing average transaction value per sale.
Education
Bachelor of Science - Mathematics
St. Thomas Aquinas College
Sparkill, NY05.2014
Skills
- Merchandising
- Customer Service
- Leadership
- Problem-solving
- Online Platforms
- Visual Merchandising
- Brand Management
- Quick technical learner
- Documentation Management
- Technical communication
- Quality Assurance
Timeline
Senior Specialist of Omni Retail Operations
Kate Spade New York
11.2019 - Current
Client Specialist
Tory Burch
11.2017 - 11.2019
Senior Muse, Visual Manager
Kate Spade
07.2016 - 11.2017
Assistant Manager
Mania Training Facility
09.2014 - 07.2016
Saleswoman/Assistant Merchandiser
Original Design Jewelers
05.2008 - 09.2014
Bachelor of Science - Mathematics
St. Thomas Aquinas College