Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Ma Glinda Cho

Ma Glinda Cho

White Plains,New York

Summary

I am an inspiring and motivated leader with over three years of management experience in Retail. I am goal oriented and strive for higher achievements. I am receptive to feedback and look forward to bigger opportunities. Professional in retail sales who thrives in a fast-paced, deadline-driven environment. Recognized for motivating management team members to achieve their goals and fostering innovative work. Professional and friendly team player who excels at establishing productive working relationship.

Overview

3
3
years of professional experience

Work History

Assistant Store Director Customer Experience

Saks OFF 5TH
07.2022 - Current
  • Responded to customer complaints and comments.
  • Drove branch sales to achieve Number% ranking among Number locations company-wide during Timeframe.
  • Supervised employees and different store departments.
  • Reported problems with employees, products or service to store manager.
  • Partnered with store director to interview, hire, train and develop department managers and team members to build and sustain high in-store performance.
  • Answered questions about store policies and addressed customer concerns.
  • Reviewed daily financial records and reports and identified deficiencies in need of attention.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Answered product questions and assisted customers in selection and checkout.
  • Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
  • Boosted sales by effectively cultivating customer rapport and delivering superior customer service.

Service and Engagement Team Leader

Target
09.2020 - 09.2021
  • A Service and Engagement Team Leader, no two days are ever the same, but a typical day will most likely include the following responsibilities:
  • Demonstrate a service culture that prioritizes the guest service experience
  • Model, train and coach expectations to deliver the service standard
  • Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
  • Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
  • Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
  • Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences
  • Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store
  • Attendant career path
  • Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
  • Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical
  • Service and Engagement behaviors
  • Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
  • Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest
  • Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends
  • Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales
  • Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet)
  • Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events
  • Evaluate and recommend candidates for open positions and develop a guest-centric team
  • Close knowledge and skill gaps through training and experiences
  • Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends)
  • Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams
  • Expect and enable team members to deliver orders efficiently and accurately to digital guests
  • Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
  • If applicable, as a key carrier, follow all safe and secure training and processes
  • Address store needs (emergency, regulatory visits, etc.)
  • All other duties based on business needs

Beauty Consultant

Target
08.2019 - 09.2020
  • Gain knowledge from store tools to know your store sales goals, top and bottom departments, inventory levels, top shortage categories, guest traffic and peak times
  • Be a Beauty EnthusiastStay current on brands and trends
  • Inspire guests through personal recommendations and product sampling
  • Create an inviting shopping environment by ensuring product is organized, instock, signed correctly and available for guests to shop
  • Encourage guests to explore Beauty with confidence by making sure the area is clean and testers are functioning
  • Support changes to product assortment and keep Beauty inspiring to guests all year round by remerchandising new product and maintaining a brand space following new sets
  • Active SellingGreet the guest and introduce yourself as the consultant in the department while balancing current task
  • Help guests find the right products that fit their skin care regimen or make-up routine
  • Ask open-ended questions to understand the guest needs and wants and share product features and benefits with the guest
  • Use the Beauty Cards and Face Templates to inspire guests to return for the beauty items they sampled
  • Have a dedicated space to host Beauty sampling events making it easier to draw in guests to highlight key products
  • As guests are shopping products, ask if they want to explore some of your favorite trial products and make trial recommendations
  • Highlight and introduce guests to new brands to build loyalty and brand affinity
  • Upon final selection, ask if there is anything else you can do for the guest; thank them for shopping at Target and remind them that you are here to help in the future
  • Leverage Beauty Routines to prioritize guest interaction and engagement while balancing task
  • Provide service and a shopping experience that meets the needs of the guest
  • Always demonstrate a culture of ethical conduct, safety and compliance
  • All other duties based on business needs

Education

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San Antonio National High School

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University of Eastern Philippines
2009

Skills

  • POS Systems and Ordering Platforms
  • Giving Constructive Feedback
  • Responding to Difficult Customers
  • Work Planning and Prioritization
  • Effective Working Relationships
  • Shift Scheduling
  • Staff Training

Affiliations

SKILLS EDUCATION Specialty Sales Executive Team Leader - September, 2021 to Present Target - Mount Kisco, NY Lead and create a service culture that prioritizes the guest service experience, model, train, and coach expectations to deliver the service standard Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias Drive total store sales, understand your role in sales growth and how your departments and team contribute to and impact total store profitability Create a guest-obsessed culture and lead your team to prioritize the guest experience and deliver on store sales goals Create schedules and make adjustments as needed to align to guest traffic and business needs Manage your team to effectively plan merchandising and pricing workload including transitions, revisions, sales plans, sampling and promotions Know and assess the competition and leverage guest insights and feedback to drive the business and be the destination of choice for our guests Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends) Build a team of consultants that are knowledgeable and passionate about Apparel and Accessories, Beauty and Electronics Manage and develop a sales force using selling training techniques Lead A&A, Beauty and Electronics backroom processes, organization, layout and replenishment of the salesfloor to ensure product is available for guests Lead your team to deliver inspiring visual moments in A&A, Home, Baby and other seasonally relevant areas Ensure fitting rooms are used as an extension of the sales floor and are welcoming Plan, lead and follow-up on organizational and operational change Anticipate and identify changes in unique store trends Anticipate staffing needs, talent plan and recruit – both long and short term Develop and coach your team and Team Leaders to elevate their skills and expertise Lead team onboarding, learning and help close product knowledge and skill gaps through development, coaching and team interactions Establish a culture of accountability through clear expectations and performance management Provide service and a shopping experience that meets the needs of the guest Always demonstrate a culture of ethical conduct, safety and compliance; lead and hold the team accountable to work in the same way Address store needs (emergency, regulatory visits, etc.) As a key carrier, follow all safe and secure training and processes All other duties based on business needs

Timeline

Assistant Store Director Customer Experience

Saks OFF 5TH
07.2022 - Current

Service and Engagement Team Leader

Target
09.2020 - 09.2021

Beauty Consultant

Target
08.2019 - 09.2020

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San Antonio National High School

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University of Eastern Philippines

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Ma Glinda Cho