Katherine De La Cruz
Houston,TX
Summary
Dynamic Store Manager with extensive experience at Cash America, recognized for enhancing customer satisfaction through exceptional service and innovative merchandising strategies. Proven track record in training and mentoring staff, optimizing inventory management, and maximizing profitability. Strong leadership and communication skills foster a motivated team environment, driving sales growth and operational excellence.
Overview
6
6
years of professional experience
Work History
Store Manager
Cash America
Spring, TX
07.2019 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- 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.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented customer feedback system to address and quickly rectify any issues, thereby enhancing customer loyalty.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
Education
North Star Academy
Westlake, OH07.2021
Skills
- Customer service
- Problem-solving
- Customer relations
- Multitasking and organization
- Store operations
- Customer service management
- Training and mentoring
- Store opening and closing
- Team leadership
- Friendly and positive
- Outstanding communication skills
- Team leadership and coaching
- Inventory management
- Store merchandising
- Cash management
- Retail inventory management
- Shift scheduling
- Employee training
- Inventory control
- Recruitment and hiring
- Goals and performance
- Team motivation
- Supply ordering
- Policies and procedures
- Strategic thinker
- Sales professional
- Accurate money handling
- Bank deposit procedures
- Bank and safe deposits
- Sales coaching
- Maximizing profitability
- Pricing strategies
- Employee terminations
Timeline
Store Manager
Cash America
07.2019 - Current
North Star Academy