Jocelyn Mercado
Dalmatia
Summary
Results-driven Store Manager known for implementing strategic initiatives that have increased sales and operational efficiency. Led a team that achieved a 40% boost in customer satisfaction ratings through effective training and support. Proactive in identifying improvement opportunities to maintain high-performance standards.
Overview
13
13
years of professional experience
Work History
Family Service Counselor
Everstory Partners
Halifax
04.2025 - Current
- Assisted families in planning end-of-life arrangements with compassion and care.
- Coordinated memorial services, ensuring logistics met family preferences and needs.
- Managed documentation for pre-arranged services, maintaining accuracy and confidentiality.
- Conducted follow-up calls to check on families' well-being post-service, offering continued support.
- Collaborated with community organizations to facilitate outreach and educational programs.
- Engaged in the Leadership Program for Aspiring Managers.
Department Manager
H&M
Camp Hill
06.2022 - Current
- Facilitated month-end closing processes, invoicing and journal entries.
- Trained and supervised associates on customer service excellence and strong company culture.
- Maintained calm demeanor and professionally managed issues in accordance with company standards.
- Adhered to store merchandising standards in support of appropriate inventory levels and backroom organization.
- Implemented effective scheduling procedures that reduced labor costs by 10%.
- Utilized computer and point of sale systems for maintaining inventory and managing profit and loss.
- Identified training needs for staff members, resulting in improved customer service ratings by 40%.
- Encouraged team collaboration through various initiatives such as group meetings and brainstorming sessions.
- Analyzed department performance and defined actions required to achieve business objectives.
- Monitored store operations on a daily basis, providing guidance when needed.
- Provided leadership and mentorship to staff members, leading to improved job performance and morale.
- Handled escalated customer issues, driving customer satisfaction and repeat business.
- Reviewed monthly financial results with partners to identify opportunities to improve profitability.
- Training and mentoring
Assistant Manager & ECommerce Assistant Manager
Fishbone Apparel
Harrisburg
01.2020 - 06.2022
- Managed returns and credits, collaborating with representatives from brands like Nike and Adidas to ensure top quality items are available in-store and on the marketplace.
- Improved product listings on Amazon by enhancing titles, descriptions, adding images, and utilizing keywords to increase visibility and sales.
- Collaborated with Fishbone to enhance product listings on Amazon marketplace, optimizing content for better customer engagement.
- Work hand-and-hand with Front of Store Manager as well as Amazon Manager to make sure everything is running smoothly.
- Assisted customers with product selection, pricing, payment options and returns and exchanges.
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Delivered excellent customer service, driving quality shopping experiences.
- Evaluated performance of department staff and provided feedback and guidance to ensure maximum productivity.
- Maintained knowledge of product ranges and services to improve customer experience.
- Maintained organized store environment for customer and employee health and safety.
- Assisted customers with inquiries related to products and services offered in the department.
Store Manager
Journeys
Harrisburg
08.2016 - 02.2020
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision.
- Reviewed financial statements, sales reports, and other performance data to measure productivity.
- Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
- Oversaw day-to-day store operations to foster efficient and profitable operations.
- Addressed employee issues, performed corrective actions, and terminated employment when necessary.
Assistant Manager
U.S. Polo Assn.
Tinton Falls
02.2016 - 10.2016
- Interviewed and hired prospective employees according to team needs.
- Conducted regular performance reviews with staff to ensure job expectations were met or exceeded.
- Monitored customer service levels and implemented necessary changes to improve customer satisfaction.
- Analyzed financial data to identify areas of improvement.
- Coordinated or conducted internal investigations of problems such as employee theft and violations of corporate loss prevention policies.
- Prevented losses by enforcing store policies and removing disorderly patrons.
- Advised retail managers on compliance with applicable codes, laws, regulations, and standards.
- Identified potential for loss and developed strategies to eliminate it.
- Contributed to success of audit engagements by exceeding expectations and delivering valuable insights to clients.
- Maintained compliance with auditing standards, regulations, and best practices in all audit activities.
- Prepared audit reports and provided recommendations for process improvements to ensure compliance with corporate policies.
2nd Assistant Manager
Pacific Sunwear
Eatontown
04.2015 - 01.2016
- Managed inventory for Regis store
- Restocked merchandise to ensure optimal product availability for customers
- Processed incoming shipments efficiently
- Recovering store (i.e.: folding down clothes, remerchandising, sweeping, bag refill, emptying dressing rooms)
- Associate and management training
- POS training
- Facilitated communication between district and regional management to align store operations with corporate objectives
Assistant Manager
Spirit Halloween
Galloway
08.2014 - 10.2014
- Achieved monthly sales goals by implementing effective sales strategies and enhancing customer engagement
- Executed visual merchandising to create appealing displays that attract customers and promote sales
- Processed incoming shipments to maintain stock levels and ensure product availability for customers
- Cashier and customer services
- Associate and management training
- Loss Prevention
- Shoe organization
- Regis Inventory
- Floorset
Assistant Manager
Toyzam
Galloway
06.2013 - 07.2014
- Store openings and closings seasonally
- Managed incoming shipments, ensuring timely inventory availability for seamless operations
- Restocked merchandise to maintain product availability and enhance customer experience
- Trained associates on store policies and procedures to equip them for effective customer service
- Trained on cash register operations for efficient customer transactions
- Opening and closing store
- Schedule making
- Visual Merchandiser at two different locations
- Minor electrical construction(i.e.: building and disassembling walls with and without electronics)
Education
High school diploma - General student
Vineland High School-South
New Jersey06-2013
Skills
- End-of-life planning
- Customer service
- Customer engagement
- Returns/Exchanges
- Scheduling
- Documentation management
- POS software
- Operations management
- Staff development
- Training and development
- Performance management
- Employee management
- Team building
- Coaching and mentoring
- Recruiting and hiring
- Conflict resolution
- Relationship management
- Task delegation
- Decision-making
- Problem-solving
- Time management
- Interpersonal communication
- Safety and security
- Quick learner
- Scheduled services
Awards
- Audit Excellence at a .0001%
- #1 In email capture for the country at 98.6%
Timeline
Family Service Counselor
Everstory Partners
04.2025 - Current
Department Manager
H&M
06.2022 - Current
Assistant Manager & ECommerce Assistant Manager
Fishbone Apparel
01.2020 - 06.2022
Store Manager
Journeys
08.2016 - 02.2020
Assistant Manager
U.S. Polo Assn.
02.2016 - 10.2016
2nd Assistant Manager
Pacific Sunwear
04.2015 - 01.2016
Assistant Manager
Spirit Halloween
08.2014 - 10.2014
Assistant Manager
Toyzam
06.2013 - 07.2014
High school diploma - General student
Vineland High School-South