LUCIANO SANTIAGO
Lynbrook
Summary
Dynamic Area Manager with a proven track record at America's Best Contact and Eyeglasses, excelling in operational management and customer relationship management. Spearheaded training programs that significantly enhanced service quality, while leveraging financial analysis to drive strategic improvements. Passionate about fostering team growth and achieving exceptional customer satisfaction.
Overview
25
25
years of professional experience
Work History
Area Manager
America's Best Contact and Eyeglasses
Freeport
12.2024 - Current
- Managed daily operations across multiple retail locations.
- Developed and implemented training programs to elevate customer service skills.
- Promoted positive customer service experiences by promptly resolving conflicts.
- Facilitated regular team meetings to communicate updates and address concerns.
- Conducted performance evaluations to support employee growth and development.
- Managed recruitment process, including interviewing and onboarding new staff.
- Analyzed financial data to pinpoint opportunities for operational improvement.
General Manager
Americas Best Glasses And Contacts
East Northport
07.2024 - 12.2024
- Analyzed sales data to identify trends, informing strategic adjustments to business operations.
- Prepared reports on sales trends, budgeting, and operational performance.
- Resolved customer complaints promptly, enhancing client satisfaction and loyalty.
- Inspected completed eyeglasses for accuracy, ensuring high-quality products for customers.
General Manager/Area Manager
Visionworks
New York
08.2012 - 05.2016
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Developed strategies for increasing sales, market share and customer satisfaction.
- Tracked monthly sales to generate reports for business development planning.
- Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
Office Manager
The Princeton Review
New York
02.2006 - 08.2012
- Supervised a staff of over 20 site directors, 120 instructors, administrative aides and program aides.
- Supervised enrollment projects, managed cost projections and accounts payable, and prepared profitability reports to support budget management.
- Established and nurtured strong customer relationships, enhancing overall satisfaction and loyalty.
- Developed a call center that increased enrollment.
- Developed and supervised acquisition of new supplemental education services programs, expanding program offerings.
- Provided on the job and other training opportunities.
- Liaised with other agencies, organizations and groups.
Assistant Director of Admissions
Globe Institute of Technology
New York
09.2003 - 02.2006
- Implemented an effective annual recruiting plan that increased enrollment.
- Developed a call center that increased enrollment.
- Managed enrollment projects, cost projections, and budget to ensure financial accountability.
- Coordinated and supervised office staff to enhance operational efficiency.
- Designed and implemented office policies to standardize procedures.
- Represented the college at professional gatherings, high schools and undergraduate school fairs.
Business Manager
Circuit City
New York
05.2001 - 09.2003
- Achieved highest gross profit and margin in the district by enhancing sales strategies.
- Opened one hundred twenty-five new business accounts, driving revenue growth.
- Implemented customer service training program, leading to increased profit.
- Received highest customer survey results in region.
- Hired and trained sales staff, enhancing overall team performance.
Education
Bachelor of Arts - Business Administration
Touro College
New York, NY06-2005
Skills
- Project management
- Operational management
- Customer relationship management
- Performance evaluation
- Data analysis
- Financial analysis
- Market analysis
References
Available upon request
Timeline
Area Manager
America's Best Contact and Eyeglasses
12.2024 - Current
General Manager
Americas Best Glasses And Contacts
07.2024 - 12.2024
General Manager/Area Manager
Visionworks
08.2012 - 05.2016
Office Manager
The Princeton Review
02.2006 - 08.2012
Assistant Director of Admissions
Globe Institute of Technology
09.2003 - 02.2006
Business Manager
Circuit City
05.2001 - 09.2003
Bachelor of Arts - Business Administration
Touro College