Summary
Overview
Work History
Education
Skills
Additionalinformation - Personallife
Languages
Timeline
Generic

Leon Rocha

Houston,Tx

Summary

Accomplished leader with over 20 years of management expertise, pursuing a pivotal role where I can harness outstanding customer service acumen, deep product mastery, and a demonstrated ability to streamline operations. Dedicated to driving sales competitiveness, upholding stringent quality benchmarks, and enhancing production efficiency

Overview

28
28
years of professional experience

Work History

Store Manager

Diamonds Direct
San Antonio
08.2023 - Current
  • Drive sales, client development activities for High Jewelry, Prestige sales and VIP client development activities such as High Jewelry, Fine Jewelry, Tradition, Special Orders, and High Jewelry timepieces
  • Achieve sales plan and other KPIs by driving lifetime loyalty and spend
  • Identify business opportunities and implement actions to consistently achieve or exceed monthly, quarterly and annual store sales plan
  • Responsible for the day-to-day operations and management of the retail store, ensure effective floor management and learning initiatives are put in place to drive performance
  • Build and coach the team in delivering the ultimate Client Experience, also motivate them towards achievement of sales target & company KPIs
  • Plan monthly sales forecast to meet business targets to achieve good profitability and opportunities for growth
  • Regularly analyze sales transaction and evaluation on sales performance
  • Manage stock availability to manage store inventory and responsible for the allocation of pieces when facing inventory crunches from various brands
  • Partner with respective departments to prepare for opening/closing/renovation to ensure smooth transition in terms of store operations
  • Improve internal control and processes for the efficiency of the company’s policies and procedures and to identify improvement opportunities in line with the performance framework
  • Assess local market opportunities to implement a proactive and effective strategy to target and acquire new clients
  • Maintain excellent working relationship with Brands principals
  • Other tasks as required.

Production Manager

Shaftel Diamond Company
Houston
02.2022 - 07.2023
  • Oversee all handmade, high value jewelry items from conception to finished good
  • Responsible for the leadership, management and development of workshop craftsmen and administrative staff
  • Play a key role in ensuring the success of the workshop, while maintaining the utmost quality of luxury jewelry of all projects, ensuring deadlines are met and jewelry is executed per design specifications and quality assurance guidelines
  • The planning and development of all models and finished goods
  • Design issues and provide solutions
  • Estimates on new projects and adjust workflow as needed
  • Provide suggestions for process improvements
  • Define key performance indicators and set appropriate targets
  • Analyze workshop performance data to identify areas of improvements
  • Work with casters, refiners, finding houses, and other supporting vendors.

Luxury Brand Manager

Jared
Houston
11.2020 - 02.2022
  • Motivate and support the boutique team
  • Communicate strategic brand initiatives by consistently sharing relevant information and by conducting weekly staff meetings
  • Ensure that the team is aware of the brand strategies, boutique targets, marketing and retail activations, local/global
  • Identify coaching and training opportunities for the sales team
  • Partner with boutique management in order to implement effective coaching and training plan
  • Demonstrate sales leadership by playing an active role on the sales floor and managing client relationships personally
  • Develop a strong understanding of the boutique business and assess local market opportunities to implement a proactive and effective sales strategy
  • Assist in developing and executing creative promotional vehicles to increase sales and the brand's exposure
  • Maintain high standards of product knowledge, sales technique, clienteling and customer service
  • Lead the development of excellent client relationships by creating and celebrating meaningful moments for our established and our new clients
  • Elevate and enhance the Client journey by engaging with our clients, by sharing the brand's history and heritage, merchandise collections, exclusivity and how it relates to a grading and pricing structure by utilizing knowledge of company products and services
  • Implement client development strategies to ensure the growth of genuine client relationships resulting in increased business opportunities
  • Support the team with their client strategies by regularly reviewing the Sales Associate individual client business plan in order to increase our repeat business, our VIP client strategy and High Jewelry sales
  • Maintain personal client book of VIP and high potential clients with the goal of growing our High Jewelry sales
  • Partner with boutique management on CRM efforts such as data capture, client outreach, repeat and new business to ensure that the boutique objectives are met
  • Partner with the team and workshop on escalated client matters to ensure optimal solutions are provided
  • Lead, promote and attend networking activities to increase brand exposure, recognition and market penetration
  • In the Store Director’s absence, conduct daily meetings with staff to discuss current marketing, sales and target status for the month, anticipated traffic based on current events, recent merchandise arrivals, latest news related to jewelry industry, policy changes, etc
  • Prepare regular sales reporting and analysis including monthly reports providing qualitative analysis for business growth
  • Participate in the daily set up and break down of boutique for opening and closing as needed
  • Support all aspects of operations including boutique maintenance needs, supply ordering and upkeep, and any needs to facilitate the sales process and management needs, flexibility in work hours and shifts to ensure business needs are met
  • Ensure all paperwork is in line with the brand's policies and processed in a timely manner as established by Management
  • Ensure perfect audit scores for the boutique
  • In partnership with the Assistant Manager of Operations, oversee all product movement efficiently, transfer requests, shipping and receiving, 100% tagging accuracy and quality control, review sales and ensure appropriate replenishment
  • In partnership with the Assistant Manager of Operations, lead boutique semi-annual inventory and reconciliation, cycle counts, safe organization
  • In collaboration with the Assistant Manager of Operations, ensure accuracy of the repair platform
  • Assist the team by serving as a liaison between the boutique and the workshop.

ISO 9000 Production Manager

Whiteflash Inc.
Houston
05.2004 - 05.2020
  • Oversee the production of handmade, high-value jewelry items from inception through to completion, ensuring adherence to exacting design specifications and rigorous quality assurance standards
  • Provide visionary leadership and effective management for workshop craftsmen and administrative personnel, fostering their professional growth and maintaining a culture of excellence
  • Ensure the workshop's success by upholding the highest standards of luxury jewelry craftsmanship and quality control
  • Manage all phases of project execution to meet deadlines and exceed client expectations
  • Lead the planning and development of models and finished goods, from initial concept to final production
  • Design and execute purchase orders to facilitate efficient production workflows
  • Address design challenges promptly and provide innovative solutions to maintain production timelines and quality standards
  • Estimate costs for new projects and adjust workflows as needed to optimize efficiency and resource allocation
  • Develop and implement process improvements to enhance workshop operations and efficiency
  • Define key performance indicators (KPIs) and establish achievable targets to drive continuous improvement
  • Analyze workshop performance data to identify opportunities for enhancing productivity and quality
  • Prepare comprehensive reports on production outputs and findings for management review
  • Conduct onboarding training for new hires and champion the adoption of cutting-edge technologies to advance manufacturing practices
  • Manage day-to-day operations, including oversight of vault operations, maintenance of equipment such as oxygen tanks, gas boosters, laser welders, washout rooms, machinery, rolling mills, laser engravers, and 3D printers
  • Collaborate closely with casters, refiners, finding houses, and other vendors to ensure seamless supply chain management and support production needs.

Call center sales rep bilingual

AT&T
Houston
07.2003 - 05.2004
  • Provide comprehensive assistance to customers regarding all products and services offered by the Company, utilizing various tools and systems to conduct research and resolve inquiries
  • Collaborate with all sales channels to enhance customer retention efforts and support the existing customer base
  • Actively promote and sell Company products and services during customer interactions
  • Resolve customer inquiries received via telephone, email, e-care, correspondence
  • Handle diverse customer interactions, including direct calls, transferred callers, and troubleshooting ticket resolutions
  • Fulfill responsibilities within the Premier Service Consultant role, which may involve additional training across various aspects of customer care, such as sales, customer retention, high-value customer management, billing, adjustments, advanced technical support, and collections
  • Demonstrate in-depth knowledge of all products, services, rate plans, feature bundles, and promotional offers to effectively address customer needs and resolve issues
  • Establish a proven track record of successfully resolving customer issues and maintaining customer satisfaction
  • Perform additional duties as assigned by management to support team objectives and company initiatives
  • Adapt to evolving customer service standards and technology advancements to ensure first-call resolution and enhanced customer experiences
  • Stay abreast of training content, changes in call types, and evolving responsibilities as the company's business and technology continue to evolve.

Fulfilment Manager

Ashford.com
Houston
02.1999 - 04.2003
  • Manage and optimize all facets of the supply chain, including procurement, inventory control, transportation, and logistics
  • Oversee the secure transportation of high-value items both domestically and internationally, including customs and import/export regulations
  • Implement and monitor security protocols for the handling and storage of jewelry to prevent loss, theft, or damage
  • Develop and maintain relationships with vendors, suppliers, and logistics partners
  • Coordinate with sales, design, and production teams to ensure timely delivery of products
  • Manage budgets related to logistics and operations, and implement cost-saving measures without compromising quality
  • Oversee and ensure the maintenance of operation systems, physical spaces, and equipment
  • Ensure compliance with relevant laws, regulations, and ethical standards of the high jewelry industry
  • Lead, train, and develop operations staff, promoting a culture of excellence and attention to detail.

Store Manager

Texas Diamond and Gold
Houston
06.1996 - 01.1999
  • Be the driving force behind our success, overseeing day-to-day operations and leading a team committed to excellence
  • Leadership Excellence: Lead by example, fostering a positive and collaborative work environment that encourages growth and development
  • Customer Satisfaction: Uphold our reputation for exceptional customer service, ensuring every interaction reflects the Pawn commitment to excellence
  • Operational Mastery: Take the helm of daily store operations, from inventory management to compliance, ensuring efficiency and compliance with industry standards
  • Sales Strategy: Implement sales initiatives and contribute to the development of marketing strategies to drive growth and exceed targets
  • Financial Strategy: Monitor and optimize financial performance, leveraging your management skills to contribute to the bottom line.

Education

Graduate Gemologist - Gemology

Gemological Institute of American International
Carlsbad, CA
02-2013

High School Diploma -

Eisenhower H.S.
Houston, TX
05-1994

Skills

  • Accomplished leader
  • Management expertise
  • Customer service acumen
  • Product mastery
  • Streamline operations
  • Sales competitiveness
  • Quality benchmarks
  • Production efficiency
  • Client development
  • Sales plan
  • Business opportunities
  • Floor management
  • Team coaching
  • Sales forecast
  • Sales performance analysis
  • Stock management
  • Inventory allocation
  • Internal control
  • Market strategy
  • Working relationship management
  • Motivate team
  • Strategic brand initiatives
  • Coaching and training
  • Sales leadership
  • Sales strategy
  • Promotional vehicles
  • Product knowledge
  • Client relationship building
  • Networking
  • Sales reporting and analysis
  • Operations support
  • Policy and procedure adherence
  • Inventory reconciliation
  • Repairs liaison
  • Production oversight
  • Leadership and management
  • Quality control
  • Project execution
  • Purchase order execution
  • Design issue resolution
  • Process improvement
  • KPI establishment
  • Workshop performance analysis
  • Training and onboarding
  • Supply chain management
  • Customer assistance
  • Customer retention
  • Sales promotion
  • Issue resolution
  • Supply chain optimization
  • Logistics management
  • Security protocols
  • Vendor and supplier relationships
  • Budget management
  • Compliance
  • Team leadership
  • Operational efficiency
  • Inventory management
  • Sales strategy implementation
  • Financial performance monitoring

Additionalinformation - Personallife

Father of one daughter

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Store Manager

Diamonds Direct
08.2023 - Current

Production Manager

Shaftel Diamond Company
02.2022 - 07.2023

Luxury Brand Manager

Jared
11.2020 - 02.2022

ISO 9000 Production Manager

Whiteflash Inc.
05.2004 - 05.2020

Call center sales rep bilingual

AT&T
07.2003 - 05.2004

Fulfilment Manager

Ashford.com
02.1999 - 04.2003

Store Manager

Texas Diamond and Gold
06.1996 - 01.1999

Graduate Gemologist - Gemology

Gemological Institute of American International

High School Diploma -

Eisenhower H.S.

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Leon Rocha