Lisette Vega

Engaged in conversation with customers to understand needs, resolve issues and answer product questions. Recommended improvements in products, service and billing methods to management to prevent future problems. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs. Answered inbound calls, chats and emails to facilitate customer service. Assisted customers with product selection, ordering, billing, returns, exchanges and technical support. Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Delegated assignments based on team strengths to optimize floor coverage and service levels. Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members. Prepared weekly schedules to verify proper floor coverage within fiscal guidelines. Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage. Processed daily paperwork, balanced register drawers, and prepared bank deposits.

Fostered a store environment that delivers renowned and authentic service to create a Modern Luxury customer experience. Build and strengthen relationships with local and foreign customers of many nationalities. Mentored the team on effective upselling and cross-selling techniques. Maintained visually appealing and effective displays for the entire store. Ranked Top Service Leader for 3 months in a row a month after start date, held highest KPIs YTD.

Managed multiple departments at a Top 100 store. Increased profitable sales growth by planning, and executing company merchandising direction to drive sales. Delivered standard operating procedures such as markdowns, signage & marketing, and replenishment. Paired with GM and management team to ensure sales budget, customer loyalty, and company goals/ standards were met. Embraced the role of Sales and Service leader which drove sales through "customers' first mindset as well as coached associates in the moment.

Presented training information via role playing, simulations and team exercises. Facilitated training on benefits, new employee orientation, and performance appraisals. Led on boarding training for up to ten employees on a weekly basis during Holiday. Wrote order supply requests to replenish supplies. Opened and closed the store, which included counting cash drawers and making bank deposits. Held each team member accountable for achieving brand and performance goals.