Lorena Y. Montiel

· Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.

· Provide training to all athletes on the proper use of procedures such as money handling, Cashwrap best practices, and best practices around service-related procedures

· Organize structured cadences that highlight behaviors that are areas of opportunities and focus on them week per week.

· Review our OSAT scores and utilized our metrics daily to better serve our consumers

· Deeply diving into our Cashier Report every week to seek areas we can be more efficient at Cashwrap

· Give proper recognition to athletes that go above and beyond to create a positive environment, and motivate those who are working on their development

· Consistently collaborating with other leaders in different departments to seek areas we can improve and in return will help our consumers have the best experience

· Pushing proper behaviors in policies and procedures to help bring awareness around Loss Prevention and the safety of our athletes

· Facilitated the Loss Prevention portion of our All-Store meeting to the entire team

· Was selected at Loss Prevention Champion for our store to help prioritize safety and the importance of Doing the Right Thing within our four walls

· Was selected to run our Ship from Store (SFS) when it begins to roll out after our store remodel

· Currently a part of a remodel process with our team where agility is necessary along with keeping high communication all while still servicing the consumer

• Was part of a team that opened the first Nike Unite Concept in our region at Desert Ridge in Phoenix, AZ
• Created a safe environment for athletes by enforcing boundaries while being supportive and encouraging positive behaviors.
• Implemented BOH process improvements after noticing several underperforming areas within organization.
• Promoted open communication between full-time athletes through regular meetings
• Coordinated outreach efforts with community organizations within our marketplace to promote resources or services and organized summer events.
• Was apart of several business walks with multiple corporate partners where I was able to walk them through our metrics and provide real feedback and share our successes
• Worked collaboratively across departments and with other stores in our market to deliver comprehensive, effective training sessions.
• Facilitated on-boarding process (RSG) to coach new employees on company procedures and duties.
• Conducted monthly Touch Bases with athletes on strengths and weaknesses to develop effective strategies for improvement. Along with maintaining accurate records.
• Assessed client feedback regarding program satisfaction or areas needing improvement.
• Maintained high-level communication with direct supervisors to support rapid issue resolution.
• Updated and maintained radar reports from PLC shipments for our BOH team on a week-to-week basis.
• Was part of a pilot team due to being the first of its concept type in our region, where our team was able to give direct feedback to our RDD and Cooperate partners.
• Demonstrated strong problem-solving skills that needed to be met while working for a pilot team, helped resolve issues through submitting ticket requests and partnering with Helpdesk regularly to work efficiently and effectively.
• Monitored daily operations and identified areas of improvement such as following structured cadences and providing constant coaching opportunities.

• Provided a diverse and inclusive space for my team
• Provided space for development plans every period with my successors
• Practiced in the moment feedback and plan to actions when necessary
• Leaded through others with any tasks at hand or when opportunities arise within the business, then ensure follow up is taking place.
• Floor plans/merchandising the floor every two weeks to ensure product stories throughout the store are relevant for each season.
• Sell through meetings to ensure our percentage comp is being met every quarter and create new ways if they are not
• Inventory management: accuracy, fulfillment, shipping, receiving, restocking, destocking, damages, repairs, and backroom management
• Facilitate staff meetings- cover all but not limited to any business, product, and safety procedure content.
• Weekly leadership and 1x1 successor meetings
• Held hiring interviews
• Facilitated on-boarding and off-boarding ambassadorships for our location
• Thoroughly reviewed our BI report to ensure financial goals are being met
• Finance planning, labor hours, store budget, safe float, P&L statements
• Stayed in relationship with local businesses, gyms and studios to give/gain support to support each other's goals within our communities
• Facilitated ambassador on and off boarding meetings while continuing professional relationships
• Created yearlong strategies and initiatives
• Partnered with a non-profit organization called Villa Maria for homeless women to help create a space for them to get back on their feet after coming from unfortunate situations
• Helped donate generous donations to their organization to give them access to meditation, yoga and educational experiences
• Introduced them to influential entrepreneurial individuals for development opportunities
• Hosted events throughout the year/holidays to help donate hygiene products
• Purpose and Practice- Attended a 3-day leadership development training in Las Vegas which was focused on self and team development. Here I was challenged to practice vulnerability and authenticity amongst others within different regions
• IDEA training- a training that embraces and shows the importance of diversity and inclusivity in the workplace and in our communities

• Promoted from part time over to full time apparel athlete within my first year with Nike
• Promoted from full time apparel athlete to visuals within 5 months
• Provide excellent customer service in every roll I've held in the store
• Insure great consumer journey through excellent visual standards
• In charge of marketing receiving and placement to company standards
• Daily walk through of visual components such as mannequins, windows, footwear displays, lighting and marketing.
• Education of fellow athletes to assure visual compliance
• Constant communication with department leads to ensure a cohesive visual picture
• Partner with BOH leaders to ensure organization of apparel bins to better serve our consumer
• Proficient with mobile device to ensure a seamless interaction with our consumer and to meet daily store goals
• While in the full-time apparel role I was able to learn key merchandising principles that only made me stronger in my role which made me very confident in my decision to become the visual full-timer.
• I was chosen to work for the Chicago Marathon. Duties included building an expo from the ground up, helping merchandise the floor to create credible outfits, providing excellent customer service and at the end of our two-day run we had made close to 2 million dollars exceeding company plan.