Kelly Figuracion
Mechanicsville,MD
Summary
High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.
Overview
10
10
years of professional experience
Work History
Store Manager
Rita’s Italian Ice, Ice Dog, LLC
01.2023 - Current
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Receiving Specialist
Freckled Poppy, LLC
09.2021 - 01.2023
- Reviewed incoming shipments for correctness to ensuring no damage or duplication of orders.
- Improved inventory tracking by establishing system to check-in and check-out items.
- Built professional relationships with key personnel within supplier organizations.
- Oversaw storeroom and receiving area for factory with up to 100 employees.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Taproom Manager
Mully’s Brewery
04.2019 - 06.2021
- Managing a team of people including hiring, training, scheduling, submitting payroll & conflict resolution
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Managing a Mug Club of 200 people which involves annual sign-ups, maintaining a private Facebook group and organizing 4 large members-only events per year
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Closed out cash register and prepared cashier report at close of business.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Improved customer service rankings by resolving issues quickly and accurately.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Events Coordinator
Port Of Leonardtown Winery
10.2015 - 10.2016
- Managed administrative logistics of events planning, event booking, and event promotions.
- Performed event coordination for larger parties and gatherings.
- Managed event logistics and operations.
- Coordinated schedules and timelines for events.
- Hired, trained and supervised volunteers and support staff required for events.
- Developed post-event reports to determine effectiveness of each event.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Designed and implemented efforts to publicize events and promote sponsorships.
- Attended conferences and events to stay up-to-date with industry trends and planning standards.
Tasting Room Manager
Port Of Leonardtown Winery
02.2014 - 10.2016
- Managed daily operations in the Tasting Room that include but are not limited to: Customer relations, serving wine, wine sales, maintaining inventory, staffing, advertisement, coordination with external Wine Associations and Local Government.
- Managed a team of 6 people including hiring, training, scheduling, submitting payroll & conflict resolution
- Created pricing structure for each wine, both by glass and by bottle.
- Taught proper tasting techniques to both restaurant employees and interested members of public.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
Customer Service Associate
Port Of Leonardtown Winery
07.2013 - 02.2014
- Responsible for serving wine, wine sales, stocking & cleaning of Tasting Room
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Increased revenue by cross-selling and upselling products and services.
Education
High School Diploma -
The Catholic High School of Baltimore
Baltimore, MDSkills
- Extensive Management Experience
- Extensive Retail Customer Service Experience
- Experience using Microsoft products including Word & Excel
- Utilized various POS systems including Quickbooks, Square and Clover
- VESTA Wine Certified
- Policies and Procedures
- Process Improvement
- Store Opening and Closing Procedures
- Delegating Work
- Outstanding Communication Skills
Timeline
Store Manager
Rita’s Italian Ice, Ice Dog, LLC
01.2023 - Current
Receiving Specialist
Freckled Poppy, LLC
09.2021 - 01.2023
Taproom Manager
Mully’s Brewery
04.2019 - 06.2021
Events Coordinator
Port Of Leonardtown Winery
10.2015 - 10.2016
Tasting Room Manager
Port Of Leonardtown Winery
02.2014 - 10.2016
Customer Service Associate
Port Of Leonardtown Winery
07.2013 - 02.2014
High School Diploma -
The Catholic High School of Baltimore
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