Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Luis Velez

Countryside,IL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

19
19
years of professional experience

Work History

Store Manager

Goodwill Industries
10.2017 - Current
  • Be knowledgeable of and ensure compliance with all company policies and procedures, as well as legal requirements, always
  • Oversee customer service including ensuring prompt and accurate checkout, responding to customer complaints and concerns, handling refunds, exchanges and price changes as and when required
  • Ensure standards for quality, customer service, and health and safety are met
  • Responsible for managing store budget to meet budget objectives
  • Ensure all employees receive appropriate training based on their job, implementing policies, and procedures
  • Provide and/or organize training and development for employees
  • Implement marketing plan of company and coordinate all in-store promotions
  • Create and maintain overall store presentation, including window displays, end caps.
  • Ensure overall cleanliness, and appeal of store
  • Ensure proper administration of all store paperwork in timely manner including items such as human resources forms, performance reviews, leave of absence request forms, monthly safety form, weekly employee schedule, supply order form, non-taxable sales log, daily deposit information, and donation activity report, time keeping and store inspections
  • Responsible for administration of Human Resources policies and procedures consistently, such as employment process (i.e., interviewing, hiring, payroll etc.), corrective action, attendance, and employee termination
  • And coordinate with Human Resources as necessary:
  • Manage donation process if applicable to store location
  • Regular, reliable attendance, as defined in Goodwill’s attendance policy
  • Analyze production reports to evaluate product opportunities
  • Analyze reports to evaluate foot traffic versus conversion to increase items purchased per transactions
  • Worked with Ecommerce department by overseeing process of sending valuable items to maximize value of donations
  • Increase profit by 250K to budget which reflected increase in margin by 7% to goal in 2021 Successful mentor team members through next-level development programs and promotions
  • Maintain payroll under 3% to budget goal in 2021

Assistant Manager

Goodwill Industries
03.2011 - 10.2017
  • Analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions
  • Prepare reports by collecting, analyzing, and summarizing information
  • Maintain professional and technical knowledge by attending educational workshops; personal networks; participating in professional societies
  • Maintains quality service by establishing and enforcing organization standards
  • Train store staff by reviewing and orientation to products and sales training materials; delivering training sessions; reviewing staff job results and learning needs with retail store manager.

Customer Service Supervisor

Best Buy, 2358
09.2008 - 03.2011
  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, and disciplining employees; communicating job expectations; monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
  • Preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
  • Maximizes customer operational performance by providing help desk resources and technical advice

Guest Service Team Leader

Target | 1154 S. Clark
05.2004 - 09.2008
  • Develop strategies that are implemented to reach desired goals
  • Monitor team member’s participation to ensure training provided is being put into use and monitor if additional training is needed
  • Manage flow of day-to-day operations.

Education

Bachelor of Business -

DeVry University

Bachelor of Science -

DeVry University

Skills

  • Increase profit by 400K to budget which reflects increase in margin by 11% to goal in 2022
  • Increase profit by 250K to budget which reflected increase in margin by 7% to goal in 2021
  • Successful mentor team members through next-level development programs and promotions
  • Maintain payroll under 3% to budget goal in 2021 and 2022
  • Strong Multitasking Skills
  • Profit and Loss Control

Languages

Spanish
Native or Bilingual

Timeline

Store Manager

Goodwill Industries
10.2017 - Current

Assistant Manager

Goodwill Industries
03.2011 - 10.2017

Customer Service Supervisor

Best Buy, 2358
09.2008 - 03.2011

Guest Service Team Leader

Target | 1154 S. Clark
05.2004 - 09.2008

Bachelor of Business -

DeVry University

Bachelor of Science -

DeVry University

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Luis Velez