Joanna Bonilla
Euless,TX
Summary
I am a Service Lead with experience in managing high-performing sales teams through team development, exceeding targets, KPIs and building long-term customer relationships. My background is with 5+ years in Luxury Sales and I am prepared for a leadership role with proven ability to drive revenue growth and enhance client relationships. Strong focus on team collaboration and achieving results. Known for adaptability, strategic planning, and effective communication.
Overview
6
6
years of professional experience
Work History
Service Team Lead
Burberry, Americas
Fort Worth, TX
09.2024 - Current
- Established clear expectations for each team member''s responsibilities to maintain accountability throughout daily tasks while encouraging open communication among colleagues about potential obstacles or concerns that may arise during operations.
- Achieved top-tier weekly sales performance spanning $14,000 to $25,000.
- Secured over 20% conversion through effective goal-oriented strategies.
- Developed thorough training materials to ensure new employees were equipped with the necessary skills for success in their roles.
- Improved customer satisfaction by efficiently resolving service issues and addressing concerns.
- Served as the main point of contact for escalated customer issues, effectively resolving them while maintaining strong relationships with clients.
- Led weekly team meetings to discuss goals, review progress, address challenges, and celebrate successes together as a cohesive unit.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated outreach activities to build community awareness.
- Mentored team members to develop their skills and expertise in various aspects of service delivery, resulting in a more versatile and well-rounded workforce.
Sales Lead
Pandora Jewelry
Hurst, TX
06.2024 - 09.2024
- Trained, coached, and mentored new sales associates for maximum performance.
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Client Service Advisor
Louis Vuitton - LVMH
Irving, TX
02.2020 - 01.2023
- Enhanced customer experience through customized support based on unique needs.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
- Utilized advanced problem-solving skills to address unique client challenges and identify appropriate solutions.
- Enhanced client satisfaction by providing personalized advice and tailored product recommendations.
- Contributed to company growth by identifying new business opportunities and cross-selling services.
- Achieved $1.4M annual sales by leveraging E-Commerce platforms, repair initiatives, and service offerings.
- Analyzed client feedback to identify areas for improvement, leading to enhanced service delivery.
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
- Assisted in training new team members, sharing best practices and expertise in Client Advisor role.
- Managed a diverse portfolio of clients, effectively balancing priorities and meeting deadlines.
Sales Representative
Coach
Irving, TX
06.2019 - 02.2020
- $1M generated as a store.
- Drove sales on the floor, with a 14% conversion rate by creating memorable connections.
- Recommended, selected and located merchandise based on customer desires.
- Developed key customer relationships to increase sales.
- Created successful strategies to develop and expand customer sales.
- Greeted customers to determine wants or needs.
- Adhered to company initiatives and achieved established goals.
- Managed inventory levels by ordering sufficient stock for each account.
- Demonstrated product features to align with customer needs.
- Identified opportunities for cross-selling additional products and services.
Education
Associate Of Arts - Business Communication
Tarrant County College
Fort Worth, TXSkills
- Sales and Upselling
- Client Relations
- Strong leadership
- Team building
- Sales proficiency
- Multitasking
- Relationship building
- Product and Service Knowledge
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Service Team Lead
Burberry, Americas
09.2024 - Current
Sales Lead
Pandora Jewelry
06.2024 - 09.2024
Client Service Advisor
Louis Vuitton - LVMH
02.2020 - 01.2023
Sales Representative
Coach
06.2019 - 02.2020
Associate Of Arts - Business Communication
Tarrant County College