Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Quote
Timeline
Intern
Kasandra Soto

Kasandra Soto

Enterprise,AL

Summary

Retail manager committed to excellent customer service with 14 years of experience in the communications and customer service industry. Self-motivated, organized team player and skilled communicator. Stellar staff recruiter and mentor. Hired, trained, and led a team of six sales associates who produced impressive sales numbers and took NPS numbers to the highest score, including Customer service experience. Powerful sales driver, having beat annual sales by 300% in a year. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

14
14
years of professional experience

Work History

Retail Store Manager

T-Mobile Ce Workforce
Enterprise, AL
05.2021 - Current
  • Managed store organization, maintenance and purchasing functions, creating high store standards, conditions and fostering positive environment.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Developed strategies that improved customer service experience by 90%, drove store sales, increased profitability, created store policies and marketing programs that increased sales and grew existing customer base.
  • Take ownership of customers issues and follow problems through to resolution. Developed service procedures, policies, and standards for customer satisfaction.
  • Forecast staffing needs and develop recruiting strategy to provide optimal staffing in all areas.
  • Adhere to and manage approved budget.
  • Analyze statistics and compile accurate reports. Ensure timely and effectively processing of costumer’s orders.

Direct Sales Team Leader

Liberty PR
Caguas, PR
01.2018 - 05.2020
  • Expanded customer base through phone, online and in-person sales presentations.
  • Support sales team by building positive, high energy work environment.
  • Served as primary customer facing point of contact for all customer’s orders, support, and requests.
  • Qualified leads performed demos and trained users.
  • Quota-surpassing sales results year-over-year.
  • Develop and sustain relationships with existing customer base, building rapport as personable and trusted representative.
  • Managed over 50 customer calls per day.

Assistant Manager of Operations

BCELLULAR
Juncos, PR
09.2015 - 12.2017
  • Assist Regional Manager, performing all job tasks as assigned.
  • Oversee store sales team and other staff members. This includes supervising employees, delegating tasks, evaluating employee performance, managing staff problems, and designing work schedules.
  • Protected employees and customers by providing safe and clean store environment.
  • Maintained stability and reputation of store by complying with legal requirements.
  • Market merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
  • Organized special promotions, displays and events.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Increased customer score review by 30%
  • Introduced new methods, practices and systems to reduce turnaround time

Sales Support Lead

Open Mobile
Caguas, PR
08.2013 - 04.2015
  • Assigned responsibility of additional territory, due to excellent performance.
  • Trained and guaranteed that all internal Sales Representatives achieved knowledge of products as require by management.
  • Analyzed and interpreted sales data by team to improve productivity and sales forecasting.
  • Prepared require reports related to sales, marketing feedback, sales campaigns, and territory team management activities.
  • Functioned as liaison between personnel and upper management, having clear understanding of human resources policies and procedures.
  • Developed solutions to sales challenges and maximized business opportunities.
  • Identified opportunities for growth within Caguas and Juncos territory and collaborated with sales teams to reach sales goal.
  • Answered customer questions about products and services, helped locate merchandise and promoted key items.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Organized promotional events and interacted with community to increase sales volume.
  • Attended 8 retailer and distributer product and sales training events to consistently increase product knowledge.

Manager

Ralph Food Warehouse
Juncos, PR
08.2008 - 08.2013
  • Increase productivity for Juncos’ Store.
  • Onboarded new employees with training and new hire documentation.
  • Manage over than seventy-five (75) employees.
  • Perform queries in multiples databases.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Approved regular payroll submissions for employees.
  • Conveyed in reassuring manner step by step instructions to resolve issues.
  • In charge of opening and closing registers, approving overrides and always ensuring excellent customer service.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

Education

Some College (No Degree) - Communications

Sistema Universitario Ana G Mendez - Universidad Del Turabo
Gurabo, PR

Some College (No Degree) - Industrial Chemistry

UPR - Humacao
Humacao

Skills

  • Effective Working Relationships
  • Focus and Follow-Through
  • Operational Efficiency
  • Sales Leadership
  • Courteous with Strong Service Mindset
  • Customer Order Management
  • Effective Written and Verbal Communication
  • Time Management
  • Service Delivery Optimization
  • One Call Resolution
  • Issue and Conflict Resolution
  • Performance Monitoring and Evaluation

Accomplishments

  • Promoted to Sales Support Lead in only 3 months.
  • Supervised a team which delivered a sales increase in the 1st and 2nd quarters of 2015 and for the 3rd and 4th quarter of 2014.
  • Top Performer 2015 Award.
  • Recognized for Gross Adds
  • Recognized for Accessories Sales (add-ons)
  • Recognized for Lifeline Sales
  • Best in class - BTS activation 158%
  • Top 20% TPR Store Nationally Ranked

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Retail Store Manager

T-Mobile Ce Workforce
05.2021 - Current

Direct Sales Team Leader

Liberty PR
01.2018 - 05.2020

Assistant Manager of Operations

BCELLULAR
09.2015 - 12.2017

Sales Support Lead

Open Mobile
08.2013 - 04.2015

Manager

Ralph Food Warehouse
08.2008 - 08.2013

Some College (No Degree) - Communications

Sistema Universitario Ana G Mendez - Universidad Del Turabo

Some College (No Degree) - Industrial Chemistry

UPR - Humacao

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