Liliana Perez
Woodbridge,VA
Summary
Accomplished Assistant Store Manager skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Sephora USA
Tysons Corner, VA
10.2023 - Current
- In pursued to keep the company growing in this role. Last year we hit 24 million in profit and sales.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Trained leads and coordinator team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Supported executive and marketing departments in promotional asset development, material deadlines and product approvals.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Mentored team members to enhance professional development and accountability in workplace.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Assisted in recruiting, hiring and training of team members.
Sales and Services Leader
Sephora
Tysons Corner, VA
02.2023 - 10.2023
- Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Troubleshot sales and service operations to increase profitability and bring positive organizational change.
- Kept senior managers informed about sales activities, current inventory and other metrics via timely reports via closing email.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Developed, maintained and utilized diverse client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Set and achieved company defined sales goals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Informed customers of promotions to increase sales productivity and volume.
- Employed consultative techniques, using probing questions to overcome objections and close sales.
- Analyzed customer feedback to identify areas of improvement and implemented actionable solutions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Drove team revenue totals by bringing in top sales numbers.
- Maintained 45% Beauty Insider Loyalty rate on new contacts by using persuasive communication skills.
Commercial Sales Manager
Classic Granite & Marble
Powhatan, VA
12.2021 - 02.2023
- I am responsible for assisting in building meaningful long-term customer relationships with builders, architects, designers, kitchen/bath gallerias, and contractors
- We push to bring in new accounts to the company while maintaining current accounts
- Within my first month I brought in 3 new accounts
- One of them being the top builder in the U.S
- Adding 150k more value to the company
- I signed on my first commercial account in
- Williamsburg Virginia, where I had the opportunity to bid out High Street Apartments
- Won it, and coordinated the entire project from fabrication and installation
- 60 foot outdoor pool radius bar-top
- I constantly place bids through platforms like Connect Construct, Pro Bid, and several others platforms that builders may be using
- My territory covers certain Midlothian, Williamsburg, Newport News, all the way to
- Virginia Beach
- B2B sales making 10 cold calls a day, if I am not in the field
- I plan in advance 5 visits to potential clients when I’m out in the field
- Attend events such as HBA, KBA, St
- Jude,
- Ask Gala, and so much more
- Software knowledge of Stone Profit Systems, Slack, Excel, Google Calendar, and Gmail for inputting information or setting up appointments.
- Prepared sales presentations for clients showing success and credibility of products.
- Drove sales by developing multi-million dollar contract sales.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Traveled to different companies to negotiate large sales and contracts.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Retail Service Manager
Ulta
Durham, NC
10.2020 - 12.2021
- At Ulta having passion for the client is key while delivering a “wow” experience
- Monitoring 2 million in drug store cosmetics
- Ensuring applications per transaction goal is above a 1% in the district
- Ensuring loyalty and data capture remains at 70% and 90% weekly goal
- Passionate for developing a team and offering my skills for potential growth
- Developed a strong cashier team to push credit cards
- Hire and onboard new hires, maintained an exciting work culture
- Planned and executed prestige brand events
- Coordinated with the brand to meet their sales goal for the day
- Partnered with Salon team to hit their Services goal
- Currently at #1 in the district for loyalty and conversion
- Currently #3 APT (credit card) in the district
- Driving top-line sales, interpreting reporting data, managing payroll and controlling expenses
- Meeting/exceeding sales probability and operational goals
- Reviewing/interpreting financial and operational reporting, including store visit and audit results
- Identifying underperforming metrics and generating strategic solutions that leverage existing tools, and programs and resources
- Planning/executing in-store mass category events
- A proven ability to monitor inventory, achieve operational excellence, drive culture and execute merchandising directives
- Presenting monthly, quarterly and annually LLC reports.
- Managed accounts to retain existing relationships and grow share of business.
- Implemented systems and procedures to increase sales.
Customer Service Rep/Sales
Cosentino
Raleigh, NC
03.2019 - 11.2020
- At Cosentino we believed in delivering excellent customer service through a fast pace environment
- In between clients of processing orders, communication and coordinating with other departments to resolve inquires
- The main focus are residential homeowners that walk through our doors
- In assisting with home project selections
- Whether it be new build, residential, designers, or commercial
- 4
- Collaborated directly with the operations manager in processing customer quotes, daily orders, and credit memos, placing special orders from Spain (manufacturing hub) and track all orders through Teams using shared spread sheet system
- We ended the year with a 1 million profit in sales last year
- Our market at the top sales in builders and most containers promos sold in the region
- Daily tasks include monitor service levels of orders and meet the service commitments to customers
- We handled account receivables and payables functions as it relates to customer orders and payments
- Perform timely posting of invoices transactions
- Assist or lead viewings of material in warehouse for customers
- Solve customer issues related to orders, quotes, quality, delivery, errors, customer issues and complaints
- Schedule customer visits to the center and assist with showroom visits
- Post customer payments and manage cash position in the center (deposit money in the bank, update petty cash information, etc.)
- Support the sales team to achieve and exceed sales targets highlighting in advance any issues that may arise from operating delays
- Perform analysis in SAP system as requested by the GM, OM, or sales/promotion force
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Assisted with facility scheduling and customer service.
- Volunteered to help with special projects of varying degrees of complexity.
- Processed customer orders and invoices to support timely fulfillment and delivery.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Monitored and updated inventory levels and maintained accurate records of inventory and stock movements.
- Served as corporate liaison for finance, IT and marketing departments.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Education Lead/Sales
Sephora
Raleigh, NC
03.2018 - 03.2019
- Transferred to NC our family relocated.
- Onboarding new casts and continuing education with current cast members
- Education is key to Sephora’s success
- Coordinated brand representatives to come into our support with store events. Emailed back and forth for upcoming events, business reviews, and brand focus days
- Daily responsibilities include opening and closing the business
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Managed accounts to retain existing relationships and grow share of business.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Organized promotional events and interacted with community to increase sales volume.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Color Lead/Sales
Sephora
Albuquerque, NM
08.2014 - 03.2018
- Seasonal cash wrap associate
- Was offered a part time position
- Within 7 months, transferred to Sephora freestanding store
- Built sales earnings that offered me a position at (A) volume store
- Completed my skincare certification 101, 201?
- Worked as a skincare consultant for two years
- Lead Sephora Collection house brand cosmetics for several years
- Moved positions to color consultant and received my certification in makeup artistry
- Coordinated beauty classes and coached beauty advisors
- Dedicated most of my time inspiring my team, pushing sales, and consistently being mentioned on the survey
- Represented my team for winning teamwork in our district
- Was than promoted as Color Lead position
- Responsible for 61% of the color business and coaching and leading the color artist team
- Other responsibilities include running the sales floor, cash handling, money drops, opening and closing the business, responding to emails, e-planner, MCS program, sales doc, and Sephora Central for daily communication/education.
Education
Sephora University
Socorro High School
Socorro High school
Accredited - Accredited ISD's Automotive Technology
Eastern New Mexico University
Roswell, NM05-2006
Skills
- Contract Negotiation Expertise
- Cold Calling
- Goals and Performance
- Business Planning
- Sales Tracking
- Client Relationship-Building
- Product and Service Sales
- Territory Management
- Networking Events
- Lead Qualification
- Sales Quota Management
- Research
- Negotiation
- Event Planning
- Cross-Functional Collaboration
- Business Development
- Schedule Management
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
Accomplishments
- Led the Client Experience (CEL) program 2024, driving elevated service standards and client engagement across my company. Selected to present the annual Brand Strategy at the District Holiday Meeting, showcasing leadership in alignment teams with business goals and enhancing the customer journey.
- Successfully grew four distinct Luxury brands over $1 million in annual revenue in 2024, driving growth through strategic planning, innovative marketing, and high-impact brand events that generated record-breaking sales and engagement.
Certification
Sephora Certified
- Color 101, 102, 103
- Skincare 101, 102
- Fragrance 101
Languages
Spanish
Full Professional
Timeline
Assistant Store Manager
Sephora USA
10.2023 - Current
Sales and Services Leader
Sephora
02.2023 - 10.2023
Commercial Sales Manager
Classic Granite & Marble
12.2021 - 02.2023
Retail Service Manager
Ulta
10.2020 - 12.2021
Customer Service Rep/Sales
Cosentino
03.2019 - 11.2020
Education Lead/Sales
Sephora
03.2018 - 03.2019
Color Lead/Sales
Sephora
08.2014 - 03.2018
Socorro High School
Socorro High school
Sephora University
Accredited - Accredited ISD's Automotive Technology
Eastern New Mexico University