Jennessy Diaz
North Bergen
Summary
Results-driven retail and operations leader with 10+ years of experience leading high-volume retail locations, driving sales growth, improving operational performance, and managing teams in fast-paced environments. Proven track record of exceeding KPIs, increasing customer retention, streamlining operations, and developing top-performing employees. Experienced in retail leadership, wireless sales, remote operations management, inventory control, customer experience, and team development. Recognized for strong communication, problem-solving, and leadership skills with the ability to manage multi-million-dollar business operations.
Overview
12
12
years of professional experience
Work History
Operations Manager
Verizon Wireless
North Bergen, NJ
11.2023 - Current
- Manage daily remote operational workflows and support cross-functional business operations.
- Analyze performance metrics and implement process improvements to increase productivity and efficiency.
- Coordinate with leadership teams to ensure operational compliance and customer satisfaction goals are achieved.
- Assist in resolving escalated customer and account issues while maintaining high service standards.
- Support training initiatives and operational execution for remote teams.
- Maintain accuracy in reporting, scheduling, documentation, and system management.
Sales Specialist
Verizon Wireless
Clifton, NJ
04.2019 - 11.2023
- Consistently exceeded monthly sales goals through consultative wireless and technology sales.
- Assisted customers with mobile devices, service plans, upgrades, account management, and technical solutions.
- Built strong customer relationships that increased retention, loyalty, and customer satisfaction.
- Educated customers on Verizon products, accessories, promotions, and services to maximize revenue opportunities.
- Maintained strong product knowledge of smartphones, tablets, wireless accessories, and emerging technology.
- Collaborated with team members to drive store performance and exceed operational KPIs.
- Handled escalated customer concerns professionally while delivering solutions-focused service.
Store Manager
Footlocker Retail
Rockaway, NJ
10.2016 - 04.2019
- Managed all aspects of store operations for a high-volume retail location.
- Led recruitment, onboarding, coaching, and performance management for store employees.
- Drove sales growth through strategic planning, team development, and customer experience initiatives.
- Oversaw payroll, scheduling, inventory control, visual merchandising, and loss prevention.
- Achieved and exceeded sales and operational KPIs while maintaining company standards.
- Built a high-performing team culture focused on accountability, productivity, and customer satisfaction.
Assistant Store Manager
Footlocker Retail
Short Hills, NJ
03.2014 - 10.2016
- Assisted with daily store operations, employee supervision, and sales floor management.
- Supported store manager in achieving revenue and operational goals.
- Helped train staff on customer service, product knowledge, and sales techniques.
- Managed opening/closing procedures, cash handling, and inventory organization.
- Contributed to increased sales performance through strong leadership and customer engagement.
Education
High School Diploma -
North Bergen High School
North BergenSkills
- Operations Management
- Team Leadership
- Sales & Customer Service
- Wireless & Technology Sales
- KPI & Performance Tracking
- Inventory Management
- Employee Training
- Conflict Resolution
- Scheduling & Workforce Management
- Customer Retention
- Process Improvement
- Microsoft Office & POS Systems
- Communication & Problem Solving
- Multitasking in Fast-Paced Environments
Languages
English
Professional Working
Spanish
Limited Working
Timeline
Operations Manager
Verizon Wireless
11.2023 - Current
Sales Specialist
Verizon Wireless
04.2019 - 11.2023
Store Manager
Footlocker Retail
10.2016 - 04.2019
Assistant Store Manager
Footlocker Retail
03.2014 - 10.2016
High School Diploma -
North Bergen High School