Kimberlyn Gonzalez

Customer Experience Manager

Victoria’s Secret & Co

10.2012 - Current

Established performance and service goals and held associates accountable for individual performance.
Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
Evaluated performance against goals and implemented appropriate development plans.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
Handled customer relations issues, enabling quick resolution, and client satisfaction.
Led a successful sales team by providing motivational coaching and performance-based incentives.
Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.