Laury Nunez De La Cruz
Kissimmee,Florida
Summary
Sales Lead with 13 years in retail sales and management. Passionate leader who develops highly motivated teams through mentoring and superior communication, exceeding goals and Customers Expectations, building high performance teams and ensuring a consistently pleasant client experience. Efficient sales support trained in receiving and processing incoming customer inquiries. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Language
Work History
Teller
TD Bank
10.2021 - 10.2022
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Prepared reports on daily transactions for management review, highlighting areas for improvement or notable accomplishments.
Style Lead
Target T1918
1 2021 - 9 2021
- Demonstrate a service culture that prioritizes the guest service experience
- Model, train and coach expectations to deliver the service standard
- Understand sales goals, plan and execute daily/weekly workload to deliver on department and store sales and guess engagement; including merchandising, pricing, workload, transitions, revisions, sales plans, events and promotions
- Work a schedule that aligns to guest and business needs
- Lead a team of consultants who are knowledgeable and passionate about A&A by staying current on brands, trends and promotions
- Lead apparel backroom processes, organization, layout and replenishment of the sales floor to ensure product is available for the guest
- Address store needs (emergency, regulatory visits, etc)
- Establish clear goals and expectations and hold the team members accountable to expectations
- Always demonstrate a culture of ethical conduct, safety and compliance.
Assistant Store Manager (Training, Sales and Pandora Preferred Card Leader)
Pandora Westland Mall
09.2020 - 11.2020
- Recruit, interview and hire 'Best in Class' candidates and ensure all open positions are filled in a timely manner
- Ensure associate availability meets the needs and requirements of the business and properly supports the Right People, Right Place, Right Time scheduling guidelines
- Sales Associates Onboarding ensures all associates paperwork is properly executed and maintained throughout the associates work cycle
- Partner with HR on all state regulated mandates, properly schedule and facilitate New Hire onboarding
- Work with and develop onboarding partner to properly train, observe and graduate all New Hires from Pandora Selling Academy
- Ensure execution of 30/60/90 Day review forms for all New Hires
- Maintain monthly in store reporting EIO scorecard compliance for the program
- Deliver Monthly MDP conversations with each associate
- A focus on performance, accountability and development should be displayed
- Ensure consistent execution of daily observation forms and utilize feedback providing during MDPS
- Drive weekly client book inspection with a focus on executing desired engagement for clients by tier rating
- Utilize Business Acumen, company provided reporting and tools to guide a strong selling message and strategy to help achieve goals and Tier Rankings
- Proper execution of the Monthly Store Schedule ensures the business has the Right People in the Right Place, at the Right time and execution of store scheduling guidelines
- Pandora Preferred Card Leader, Training associates to maximize Customers experience though Pandora Selling Conversation consistently offering the Loyalty Program with Pandora Preferred Card.
Assistant Store Manager
Pandora Jewelry
01.2020 - 09.2020
- Recruit, interview and hire 'Best in Class' candidates and ensure all open positions are filled in a timely manner
- Ensure associate availability meets the needs and requirements of the business and properly supports the Right People, Right Place, Right Time scheduling guidelines
- Sales Associates Onboarding ensures all associates paperwork is properly executed and maintained throughout the associates work cycle
- Partner with HR on all state regulated mandates, properly schedule and facilitate New Hire onboarding
- Work with and develop onboarding partners to properly train, observe and graduate all New Hires from Pandora Selling Academy
- Ensure execution of 30/60/90 Day review forms for all New Hires
- Maintain monthly in store reporting EIO scorecard compliance for the program
- Deliver Monthly MDP conversations with each associate
- A focus on performance, accountability and development should be displayed
- Ensure consistent execution of daily observation forms and utilize feedback provided during MDPS
- Drive weekly client book inspection with a focus on executing desired engagement for clients by tier rating
- Utilize Business Acumen, company provided reporting and tools to guide a strong selling message and strategy to help achieve goals and Tier Rankings
- Proper execution of the Monthly Store Schedule ensures the business has the Right People in the Right Place, at the Right time and execution of store scheduling guidelines.
Calvin Klein Floor Supervisor
Aventura Mall
08.2019 - 01.2020
- Leads the effort to greet and offer assistance to every customer; provides real-time coaching to associates
- Executes replenishment ensuring sales floor inventory levels and size availability aligns with brand standards; collaborates with management on remerchandising decisions due to sell-through and available backstock
- Encourages and helps associates maintain an in-depth knowledge of product and promotions to help explain value and build brand loyalty
- Prioritizes delivering an exceptional customer experience throughout the store and always places our customer first; asks our customers for feedback and conveys business opportunities to the Store Manager
- Resolves customer concerns quickly while exceeding expectations
- Leads the execution of shipment processing, replenishment, pricing, and visual/marketing directives in alignment with brand standards; achieves or exceeds the brand's UPH processing standards
- Assists in leading merchandising execution, filling in based on sell-through and collaborating with management on new arrival merchandising decisions
- Enforces all company tools, policies and procedures; assists with loss prevention training and coaches associates to maintain awareness and report concerns
- Assists with effective scheduling to support payroll strategies and budgets
- Motivates and inspires associates to achieve sales goals and uphold brand standards; contributes to the recruiting and onboarding of talent to ensure a best-in-class team
- Demonstrates a sense of pride, commitment, and passion for the brand and our customers; treats customers and the store team professionally, courteously, and respectfully
- Celebrates and embraces individuality, inclusion and partnership; builds relationships and seeks out feedback for continuous self-development.
Selling Supervisor
Victoria's Secret
11.2016 - 08.2019
- Support directions and drive performance for the primary category of Fragrance and all brand initiatives and strategies (Sales Education, Launches, Events, Brand Promotions, and Product Testing)
- Support operational excellence through visual merchandising, payroll management, inventory control, and delivering on operational standards
- Customer Sales Lead, demonstrating the ability to coach associates and leading the customers experience through demonstration and selling
- Leaded and inspired associates to unlock individual potential for extraordinary selling results
- Demonstrate the ability to meet or exceed individual and collective sales goals
- Maintain awareness of loss prevention by supporting a culture of honesty between customer service, associate's engagement and shrink.
Retail Cosmetic Representative
Shiseido
08.2015 - 11.2016
- Provided leadership that drives total store results with specific ownership of merchandise flow and visual merchandising processes
- Managed all activities related to providing a safe working environment
- Assigned employees to specific duties to best meet the needs of the Brand
- Planned and coordinated the availability of associates to have the best talent for coming events
- Ran markdown reports, managed store replenishment and analyzed buying reports
- Ability to monitor/track progress and incorporate feedback into decision-making, having a sense of self-awareness with an interest in seeking feedback to improve and develop.
Agent Supervisor/ Planner
Euleen America
12.2014 - 08.2015
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Trained and observed new agents to provide feedback
- Responsible for providing an exceptional service to disable passengers, unaccompanied minors, organizing and coaching agents regarding correct policies and procedures managing daily activities and resolving escalated passengers' issues.
Sales Associates
Duty Free Americas
01.2009 - 12.2014
- Responsible to maintain an excellent service within a fast paced, high-volume duty-free retail stores
- Developed positive customer relationships through friendly greetings and excellent service
- Processed customer transactions accurately and effectively.
Sales Support Specialist
Jared
01.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues related to products, services, and orders.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Improved order processing efficiency by maintaining accurate records in CRM systems and tracking customer interactions.
Education
Business and administration -
APEC University
International Customer Service Techniques - undefined
Panama City
Certificate in CPC (MEDICAL BILLING AND CODING) - undefined
AAPC - UNIQUE CAREER ACADEMY
Skills
Excellent Customer Service Skills
Merchandising Skills
Staff Training and Development
Identify, Recruit and hiring talented sales representatives
Strong Business Acumen Skills
Leadership
Strong Training and Motivational Skills
Experience working with IT Systems
Strong ability to drive Sales
Complaint resolution
Customer Relationship Management
Effective negotiation
Cross-selling techniques
Time Management
Teamwork and Collaboration
Problem-Solving
Problem-solving abilities
Multitasking
Cash Handling
Attention to Detail
Task Prioritization
Timeline
Sales Support Specialist
Jared
01.2023 - Current
Teller
TD Bank
10.2021 - 10.2022
Assistant Store Manager (Training, Sales and Pandora Preferred Card Leader)
Pandora Westland Mall
09.2020 - 11.2020
Assistant Store Manager
Pandora Jewelry
01.2020 - 09.2020
Calvin Klein Floor Supervisor
Aventura Mall
08.2019 - 01.2020
Selling Supervisor
Victoria's Secret
11.2016 - 08.2019
Retail Cosmetic Representative
Shiseido
08.2015 - 11.2016
Agent Supervisor/ Planner
Euleen America
12.2014 - 08.2015
Sales Associates
Duty Free Americas
01.2009 - 12.2014
Style Lead
Target T1918
1 2021 - 9 2021
Business and administration -
APEC University
International Customer Service Techniques - undefined
Panama City
Certificate in CPC (MEDICAL BILLING AND CODING) - undefined
AAPC - UNIQUE CAREER ACADEMY