Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jocelyn Dziubek

Wyandotte,MI

Summary

Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.

Overview

12
12
years of professional experience

Work History

Customer Experience Manager

Victoria's Secret & PINK
08.2020 - 09.2024
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Developed new employees and on-going performance assessment of current employees.
  • Developed and implemented customer feedback mechanisms to enhance service quality.
  • Trained and mentored team members on effective customer engagement strategies.
  • Fostered relationships with high-value customers, ensuring tailored experiences and satisfaction.
  • Initiated loyalty program that increased repeat business by rewarding frequent customers.
  • Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
  • Increased employee retention through effective training and mentorship programs.
  • Established performance and service goals and held associates accountable for individual performance.

Assistant Store Manager

Victoria's Secret PINK
09.2017 - 07.2020
  • Supervised daily operations, ensuring adherence to company policies and procedures.
  • Trained and mentored staff on customer service best practices and product knowledge.
  • Implemented inventory management systems, improving stock accuracy and reducing discrepancies.
  • Coordinated team schedules to optimize coverage during peak hours and enhance customer experience.
  • Collaborated with upper management to execute promotional campaigns and visual merchandising standards.
  • Conducted regular staff evaluations, providing feedback for professional development and performance improvement.
  • 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.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.

Visual Merchandising Manager

Victoria's Secret PINK
12.2016 - 09.2017
  • Developed and implemented visual merchandising strategies to enhance store presentation and customer engagement.
  • Collaborated with cross-functional teams to ensure cohesive branding across all store displays.
  • Analyzed sales data to identify trends and optimize product placement for improved performance.
  • Trained and mentored junior staff on visual merchandising best practices and standards.
  • Executed seasonal floor plans, ensuring timely updates aligned with marketing campaigns.
  • Conducted regular audits of merchandise displays to maintain company standards and compliance.
  • Organized special events and in-store demonstrations that showcased new products, boosting brand awareness and sales performance.
  • Trained and mentored junior staff members on visual merchandising best practices, improving overall team performance.
  • Adapted quickly to changing trends within the retail industry, embracing new methods when necessary while maintaining consistent results in sales performance metrics.
  • Oversaw visual merchandising for new store openings and store collateral change-outs.
  • Conducted regular assessments of store layout, making data-driven adjustments to optimize traffic flow and product visibility.

Operations Supervisor

Victoria's Secret PINK
04.2013 - 12.2016
  • Oversaw daily operations, ensuring adherence to safety and quality standards.
  • Implemented process improvements, resulting in enhanced operational efficiency.
  • Trained and mentored team members on best practices and safety protocols.
  • Conducted performance evaluations, providing feedback to enhance team productivity.
  • Coordinated cross-departmental communication to streamline project execution and resolve issues.
  • Developed standard operating procedures to ensure consistency in operational practices.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Championed shipment processing procedures to ensure replenishment of product and placement of new of product to brand standards.

Sales Associate

Victoria's Secret
10.2012 - 04.2013
  • Provided exceptional customer service, enhancing customer satisfaction and loyalty.
  • Maintained visual merchandising standards, ensuring appealing product displays.
  • Assisted in inventory management, supporting stock replenishment and organization efforts.
  • Collaborated with team members to achieve sales goals and improve store performance.
  • Trained new associates on sales techniques and customer engagement strategies.
  • Implemented promotional strategies, increasing awareness of seasonal campaigns and offers.
  • Resolved customer inquiries and issues promptly, fostering a positive shopping experience.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.

Education

High School Diploma -

Roosevelt High School
Wyandotte, MI
06-2009

Skills

  • Customer Service
  • Retention management
  • Training and onboarding
  • Staff management
  • Team recruiting and hiring
  • Brand development
  • Product lifecycle management
  • Teamwork and collaboration
  • Problem-solving

Timeline

Customer Experience Manager

Victoria's Secret & PINK
08.2020 - 09.2024

Assistant Store Manager

Victoria's Secret PINK
09.2017 - 07.2020

Visual Merchandising Manager

Victoria's Secret PINK
12.2016 - 09.2017

Operations Supervisor

Victoria's Secret PINK
04.2013 - 12.2016

Sales Associate

Victoria's Secret
10.2012 - 04.2013

High School Diploma -

Roosevelt High School

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