Jessica Santos
Burlington,NJ
Summary
15+ Years in Retail Management capabilities. Well-versed in delivering exceptional customer communication and customer service. Talented driver of performance compliance with applicable standards, rules and regulations. Results-oriented Business Manager bringing expertise in accounting, supply chain management and marketing. Successful at overseeing all areas of daily operations and making effective policy decisions to positively impact business direction and bottom line profits. Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach. Focused Operations Manager successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Adept at leveraging in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.
Overview
18
18
years of professional experience
Work History
Assistant Store Manager
Primark
02.2022 - Current
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
- Assessed, optimized and elevated operations to target current and expected demands.
- Coached and developed store associates through formal and informal interactions.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
- Directed all day-to-day operations of Primark facility to provide safe and enjoyable guest experience.
- Motivated employees to share ideas and feedback.
- Trained, managed and motivated employees to promote professional skill development.
- Represented integrity and professionalism in all areas of business, serving as mentor and roll model to staff.
- Accurately managed shipment processing, providing direction to associates and overseeing inventory activities.
- Aided in negotiation with suppliers to receive acurate and needed inventory.
- Implemented effective customer service making sure a good shoping experinace.
- Managed all payroll for team.
- Assessed team proficiencies, identifying and targeting areas for improvement.
- Engaged professionally with market managers and customers to build rapport and nurture relationships.
- Formed and sustained strategic relationships with clients.
- Coached and developed internal candidates for promotion to general management.
- Led team in sales and service operations.
- Hired, coached and mentored team of sales representatives.
General Manager
Party City
07.2018 - 02.2022
- forms supervisory and administrative duties
- Performs director on duty (DOD) responsibilities as required
- Responsible for opening and closing store procedures
- Adheres to all standard operating procedures, policies and Best Methods
- Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits
- Authorizes register functions including post voids, returns and associate discounts
- Reviews and responsible for all corporate communications applicable to their assigned zone
- Assists in merchandising procedures
- Responsible for maintaining assigned zone Sets and maintains MPP, plan-o-grams and other merchandise directives
- Assists with execution of company data integrity process
- Processes balloon orders
- Supports new hire training and ongoing development of current associates
- Reviews and understands financial data to support driving profitable sales
- Assists in receiving and stocking procedures;
- Unloads merchandise from trucks, inventory control, flow of merchandise to floor as well as setting out planner for merchandise changes/shift.
Assistant Store Manager
Bath & Body Works
02.2017 - 06.2018
- Coach, develop to maximize the success and selling potential of all associates
- Build schedules leveraging business acumen to increase sales
- Set and reinforce clear and aligned expectations, performance, results and accountability with all associates
- Effectively and fairly manage and drive high performance of all
- Analyze the business and create/communicate clear action plans that optimize results and ensure effective execution of all activities
- Ensure team communication; reinforcing that associates at every level are focused and accountable to selling
- Direct workforce management activities
- Set the direction and goals for the day/shift when associates arrive for work
- Meet payroll targets by ensuring appropriate sales floor coverage and maintaining a selling focus
- Perform opening and closing routines including execution of bank deposits, receipt of shipment, and interpret / disseminate company directive
- Act as manager on duty, when scheduled, to address customer service, vendor or maintenance issues
- Partner with the members of the sales leadership team to support action plans that optimize results and ensure effective execution of operational activities
- Maintain policies and procedures
- Incorporate Loss Prevention and safety messages into daily operations
Coordinator
Catholic Charities Care Coordination Services
09.2016 - 06.2017
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Negotiated contracts successfully with clients securing favorable terms while upholding high-quality standards.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new clients effectively.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Provided daily community outreach and linkage with at risk individuals with various serious or chronic health related conditions along with HIV/AIDS.
- Established communication and client consent through the St. Mary's Healthcare Health Home program.
- Conducted intake interviews.
- Conducted health and social need assessments along with care plan development and implementation.
- Conducted crisis interventions along with advocacy, outreach, engagement and monitoring clients.
- Conducting home visits in attempts to contact candidates regarding eligibility of program and services along with attempt to consent said candidates.
Sales Supervisor
Time Warner Cable
03.2015 - 10.2016
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
- Trained team members in successful strategies to meet operational and sales targets.
- Coordinated promotional events to showcase product offerings effectively, attracting new customers to the brand.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Supervised and developed team members in order to capitalize on profitabilit.
Senior Assistant Store Manager
FYE
08.2007 - 09.2009
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Established strong relationships with local community organizations, enhancing the store''s reputation as a supportive business partner in the area.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Led a team of 15 associates, 2 assistant managers, 4 sales leads and 9 sales representatives. Our store volume generated a revenue of over 3 million dollar a sales quarter.
- Job duties and responsibilities included: Driving store sales, customer memberships including our backstage pass membership, VIP membership and generating magazine sales and reservations/ Pre-Orders. Creating a rewards/ sales incentive program for my sales team to help generate a positive sales morale and increase store revenue/sales.
- Training associates and consistent sales coaching.
Marketing Department Manager
Sam's Club
10.2006 - 06.2007
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Improved website visibility through development and implementation of SEO strategies.
- Evaluated market trends and competitor activities to inform strategic planning and decision-making processes.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Driving store sales, customer Plus, Personal and Business memberships including our Sam's club credit line.
- Coordinates, completes, and oversees job-related activities and assignments
- Creates budgets for sales, expenses, and wages and monitors club indexing, making sure budgeted numbers are achieved, and ensures department staffing levels are within company guidelines.
- Drives sales in assigned areas
- Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity
- Ensures membership growth
- Ensures proper personnel procedures are followed for selection and recruiting, record retention, and training as required
- Manages facility operations (front end, fresh areas, sales floor, accounting, receiving, membership and refunds, parking lot and grounds, professional services, tire and battery center, jewelry, and photo), including ensuring asset protection, inventory control, member service, safety, and compliance in each area as part of daily assigned duties and communicating with other managers and associates about facility operations, merchandising, and company direction.
- Models, enforces, and provides direction and guidance to associates on proper member service approaches and techniques to ensure member needs, complaints, and issues are successfully resolved within company guidelines and standards.
- Oversees and enforces the execution of food safety standards, cold chain compliance and food merchandise quality
- Oversees the implementation of and participates in community outreach programs and encourages associates to serve as good members of the community.
- Provides supervision and development opportunities for associates
Education
Associate of Arts - General Studies
SUNY
Queensbury, NY06.2018
Associate of Science - Nursing
Mildred-Elley College
Albany, NY11.2017
Associate of Science - General Science
Bossier Parish Community College
Bossier City, LA05.2014
High School Diploma -
St. Jean Baptiste H.S.
New York, NY06.2003
Skills
- POS systems operations
- Stock management
- Merchandising
- Business Development
- Records maintenance
- Customer Service
- Workforce Management
- Customer relations
- Issue resolution
- Supervision and training
- Fluent in spanish'
- CPR/First Aid certified 2024
- Sound judgment
- Employee development
- Customer retention
- Schedule management
Timeline
Assistant Store Manager
Primark
02.2022 - Current
General Manager
Party City
07.2018 - 02.2022
Assistant Store Manager
Bath & Body Works
02.2017 - 06.2018
Coordinator
Catholic Charities Care Coordination Services
09.2016 - 06.2017
Sales Supervisor
Time Warner Cable
03.2015 - 10.2016
Senior Assistant Store Manager
FYE
08.2007 - 09.2009
Marketing Department Manager
Sam's Club
10.2006 - 06.2007
Associate of Arts - General Studies
SUNY
Associate of Science - Nursing
Mildred-Elley College
Associate of Science - General Science
Bossier Parish Community College
High School Diploma -
St. Jean Baptiste H.S.