Malisa Sicilia
Brand Manager Now Optics
1
Certification
2027
years of professional experience
Dynamic retail professional with a proven track record in store market management, dedicated to driving operational excellence and enhancing customer engagement. Recognized for cultivating a collaborative team environment while consistently achieving and exceeding performance targets. Highly reliable and adaptable to the ever-changing retail landscape, complemented by robust skills in sales strategy and effective team leadership. Passionate about leveraging expertise to contribute to organizational success and elevate the overall customer experience.
Work History
Licensed Brand Manager
3 Years 4 Months- Assisted in recruiting and developing talent within Now Optics. Supported improvement of key metrics related to eyecare services. Contributed to a culture focused on making eyecare accessible and straightforward.
- Achieved record sales for store in 2024, resulting in a +19.7% increase in comparable sales over previous year.
- Facilitated targeted training initiatives for two associates, successfully promoting one to branch manager and advancing another from technician to sales manager.
- Executed compliance training programs to ensure adherence to state and federal eyecare regulations.
- Developed comprehensive training and onboarding materials utilized across regional teams.
- Facilitated a four-week training program within the region to enhance peer development and equip them with essential skills and resources.
- Recognized with iCare award for commitment to excellence and exemplary service in the workplace.
- Selected for iCare profile of the month in November 2024, emphasizing outstanding performance and engagement.
Essilor Luxottica
16 Years 9 MonthsStore Market Manager
- Led turnaround of struggling location by cultivating a culture of excellence through targeted training and consistent leadership.
- Implemented strategies that improved NPS score from 52 to a stable 83, reflecting enhanced customer experience.
- Established guidelines to enhance designer product sales by over 20% while minimizing remakes by 10%.
- Implemented training and mentorship programs for associates, successfully guiding four individuals into management roles.
- Implemented inventory management strategies to optimize stock levels and reduce shrinkage.
- Streamlined the appointment scheduling process, improving customer flow during peak times and enhancing service efficiency.
Customer Service Call Center Manager
- I was part of the team that developed the first Omni Channel experience. I lead the team that handled all online customer support including live chat, emails, calls, prescription support and order placement procedures.
- Collaborated with multiple teams to develop to the customer experience model
- Developed and delivered presentations during meetings to highlight project achievements and identify potential solutions for growth.
- Supervised customer service team responsible for supporting users of the newly established online sales portal.
- Developed structured onboarding and training documentation to facilitate new hire orientation and knowledge transfer.
- Designed and instituted comprehensive order management systems to streamline processing and improve accuracy.
- Coordinated training material updates and delivered support services to sister departments for improved operational alignment.
- Implemented comprehensive quality assurance protocols to evaluate and enhance team performance metrics.
Sears Optical - Market Lead
- Oversaw turnaround strategies for struggling Sears Optical stores to enhance profitability and operational efficiency.
- Coordinated management of three stores alongside ownership responsibilities of personal retail establishment.
- Created and standardized sales tools and processes utilized by the brand to drive consistency and efficiency nationwide.
- Managed comprehensive recruiting programs to attract and retain top talent for store and medical roles.
- Executed customer feedback initiatives, gathering insights to enhance service delivery and client satisfaction.
- Developed partnerships with local organizations to strengthen brand presence within the community and increase referrals.
Optical Manager
2 Years- Led store opening initiatives by coordinating setup activities and ensuring operational readiness. Oversaw recruitment processes to build a strong team aligned with company values. Developed and implemented training programs to enhance employee performance and customer service.
- Established and upheld partnership with host store, fostering mutual growth and support.
- Established partnerships with local healthcare providers to expand referral networks and drive patient engagement.
Optical Manager
3 Years- Developed and executed outreach strategies aimed at enhancing awareness of managed vision care partnerships.
- Developed and nurtured collaborative relationships with business partners to enhance operational synergy.
- Analyzed market trends and optimized sales techniques to achieve consistent monthly sales of $10,000 or higher.
Skills
Store operations
Training and development
Performance analysis
Customer relationship management (CRM)
Merchandising strategies
Multitasking Abilities
Excellent communication
Organizational skills
Certification
- Licensed Optician
- ABO/NCLE Certified Optician
Timeline
Licensed Brand Manager
Brand Manager Now Optics
06.2023 - CurrentRead More
Essilor Luxottica
North America
12.2005 - 09.2022Read More
Optical Manager
Wal-Mart Vision Center
01.2002 - 01.2004Read More
Optical Manager
U.S. Vision
01.1999 - 01.2002Read More
Store Market Manager
Lenscrafters (Essilor Luxottica)
Read More
Customer Service Call Center Manager
Target Optical (Essilor Luxottica)
Read More
Sears Optical - Market Lead
Essilor Luxottica
Read More