LUISA FUENTES
San Jose,CA
Summary
Experienced Store Manager with 20+ years of retail experience with a proven track record in leading high-performing teams, driving sales growth, and delivering exceptional customer service with a focus on time management multitasking while fostering a positive work culture.
Overview
23
23
years of professional experience
Work History
General Brand Manager
Forever 21
Valley Fair Mall/Eastridge Mall
02.2021 - Current
- Operated a $3.8 million store engaging in executive leadership walkthroughs.
- Managed a team of 55 employees overseeing daily operations and ensuring efficient performance
- Reached Loyalty credit card to 1.3% vs 1% to goal
- Flagship store in NorCal district
- Top 100 stores in the company in volume year/year
- Selected based on volume and performance to join project elevate. As a result increased gross margin to 60%
- Managed budget implementations, employee reviews, and schedules
- Developed and implemented strategies to increase sales and profitability by thinking outside the box
- Cultivated and maintained strong, customer, relationships, enhancing customer, loyalty, and satisfaction
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, visual merchandising, and loyalty.
- Conducted weekly walkthroughs with leadership to ensure adherence to established standards and operation excellence
- Demonstrated strong time management skills and maintained a highly organized, structured approach to task and responsibilities
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Promoted 4 internal employees to leadership positions.
Store Manager
Forever 21
Great Mall
09.2014 - 02.2017
- Operated a $10-million-dollar store
- Managed a team of 80 employees, oversee daily operations and insurance efficient performance
- Led and participated in Executive Leadership walkthroughs, giving insights into field strengths and opportunities
- Actively recruited, hired, and staffed leadership to be leveraged throughout the district
- Conducted weekly staff performance evaluations to establish career progression plans for key staff retention and reduction of staff turnover
- Activity monitoring key performance metrics of sales team, identify challenges, and create new solutions utilizing proven problem-solving techniques
- Coach team performance daily using proven behavioral-based coaching, motivation, and management methodologies
- Effectively delegated and ensured timely completion of management Division of Responsibility
Store Manager
Forever 21
Oakridge Mall
03.2012 - 09.2014
- Operated a $6-million-dollar store
- Exceed required sales quote weekly resulting in a moving up a tier level
- Consistently analyzed sales trends, and team performance metrics to ensure all major KPIs are being met
- Reduce employee turnover and assisted in staffing the store with over 80 employees
- Successfully assessed team skills and developed over 10 store associates into management positions
- Maintained high evaluation scores for loss prevention audits above 90%
- Ensured Management and Associates were trained on Customer Service, selling skills, Company Policies and Operations, and product knowledge
- Consistently ensured Payroll expectations were compliant and deadlines were met
Co-Store Manager
Forever 21
Great Mall
06.2002 - 03.2012
- Stared as a store associate and promoted to Assistant Store Manager after 3 months; then promoted to Co-Store Manager after 6 months by demonstrating ability to learn quickly and adapt to sales needs
- Managed a team of over 100 employees
- Ensure customer satisfaction and resolve customer issues
- Managed day-to-day performance of sales team
- Support Store Manager in responding to emails and meeting deadlines daily
- Successfully recruited and hired talented Management and Associates
- Assisted in the training of new store associates adapting feedback and adhering to company policies
- Opened and closed store, processed daily paperwork, produced staffing schedule, balance cashier drawers and prepared daily deposit
Education
High School Diploma -
Andrew Hill High School
San Jose, CASkills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Team training and development
- Deadline oriented
- Time management
- Performance evaluations
- Training and coaching
- Staffing
- Team leadership
- Staff management
- Training and development
Timeline
General Brand Manager
Forever 21
02.2021 - Current
Store Manager
Forever 21
09.2014 - 02.2017
Store Manager
Forever 21
03.2012 - 09.2014
Co-Store Manager
Forever 21
06.2002 - 03.2012
High School Diploma -
Andrew Hill High School