Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jocelyn Roca

New York,NY

Summary

Dynamic retail professional with extensive experience in customer satisfaction, excelling in service management and staff training. Proven ability to enhance store operations and achieve sales targets through effective teamwork and critical thinking. Skilled in cash handling and data analysis, consistently improving efficiency while eager to take on any new roles or tasks. Worked in multiple retail environments In Florida, New York and the Hamptons.

Overview

4
4
years of professional experience

Work History

Retail Sales Supervisor

Steve Madden
01.2025 - Current
  • Assisted in training new sales associates on product knowledge, customer service techniques and other operations.
  • Supported inventory management by organizing stock and ensuring accurate product display.
  • Facilitated effective communication among team members to enhance workflow efficiency.
  • Contributed to maintaining high standards of store presentation and cleanliness.
  • Navigated back of house operations such as customer product issues and returns, loss prevention as well as general communications and data analysis for end-of-day overviews.
  • Organized and set up for store thrown events for occasions such as NYFW and collaborations with companies like BonBon, Mr.Frosty ice cream and Katz deli.
  • Worked with and navigated sales with stylists.
  • Effectively attended to and resolved any issues presented by customers in store whether it be regarding product or another service.
  • Managed Cash transactions, till audits, end of day safe counts, money orders and bag pickups.
  • Oversaw the opening and closing of the store in preparation for the next business day.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Analyzed and coached others through metrics for the business (DTD,WTD.MTD) to ensure all goals are being met for associates and store.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Managed the sales floor during rushes, delegating sections and tasks to other associates to ensure everyone's needs are met.

Head Cashier

Steve Madden
03.2024 - 12.2025
  • Supervised cash handling procedures, ensuring accuracy and compliance with company policies.
  • Trained and mentored junior cashiers on effective customer service techniques and transaction processes.
  • Managed daily cash drawer reconciliation, identifying discrepancies and implementing corrective measures.
  • Streamlined checkout processes to enhance efficiency during peak hours, resulting in improved customer satisfaction.
  • Handled phone calls and emails with customers regarding product issues, searches and general affairs.
  • Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Handled price changes, label making and floor remerchandising.
  • Processed both cash and card purchases and returns.
  • Quickly and accurately counted drawers at start and end of each shift.

Front Desk Agent

Oceans Dermatology
01.2022 - 10.2022
  • Managed front desk operations, ensuring smooth guest check-in and check-out processes.
  • Coordinated appointment scheduling, optimizing staff availability and client needs.
  • Assisted in resolving guest inquiries, improving customer satisfaction and retention rates.
  • Utilized reservation software to manage bookings efficiently and reduce errors.
  • Trained new reception staff on operational procedures and customer service standards.
  • Implemented organizational systems for office supplies, increasing efficiency in front desk area.
  • Collected deposits, fees, and payments for copays and cosmetic procedures.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Maintained relationships with outside companies and their representatives by scheduling and hosting lunches or meetings in the office.
  • Minored in cpt coding and allocating payments for patients.
  • Worked with and verified patient insurance information.
  • Oversaw emails and general phone communications.
  • Directed patients through procedures such as mohs or cosmetics and any necessary aftercare.
  • Went over patient pathology reports in office in order to reach out and schedule any necessary surgeries.
  • Prepped patients for cosmetic procedures.
  • Set up kits for biopsy's.
  • Sanitized medical utensil's and prepped them for use.

Sales Associate

Ross Dress for Less
08.2021 - 12.2021
  • Assisted customers in product selection, enhancing overall shopping experience and satisfaction.
  • Managed inventory levels and organized stock to ensure efficient product availability.
  • Collaborated with team members to achieve sales targets through effective communication and teamwork.
  • Conducted product demonstrations, showcasing features and benefits to drive customer interest.
  • 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.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Handled delicate product.

Education

High School Diploma -

Port Richmond Highschool
Staten Island, NY
2021

Skills

  • Order management
  • Relationship building and management
  • Customer relationship building
  • Goals and performance
  • Staff training and development
  • Store operations
  • Merchandise display
  • Customer service management
  • Cash handling oversight
  • Decision-making
  • Critical thinking
  • Needs assessment
  • Willingness to learn
  • Teamwork and collaboration
  • Multitasking and prioritizing
  • Problem-solving
  • Organizational skills
  • Team leadership
  • Cash handling
  • Customer engagement
  • PowerBI and data analysis
  • Data entry
  • Microsoft Excel
  • Microsoft outlook
  • Scheduling
  • Call management
  • Product knowledge
  • Order processing
  • Administrative support
  • Data collection
  • Phone etiquette
  • Patient care
  • Hospitality
  • Verbal and written communication
  • Social media savvy
  • KPI analysis

Timeline

Retail Sales Supervisor

Steve Madden
01.2025 - Current

Head Cashier

Steve Madden
03.2024 - 12.2025

Front Desk Agent

Oceans Dermatology
01.2022 - 10.2022

Sales Associate

Ross Dress for Less
08.2021 - 12.2021

High School Diploma -

Port Richmond Highschool

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