MANUELA SOLIS
Pflugerville,TX
Summary
Possessing excellent communication and interpersonal skills, combined with positive and upbeat attitude. Knowledgeable about customer service best practices and adept in resolving customer issues and managing team dynamics. Focused on driving customer satisfaction and team performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Dicks Sporting Goods
Pflugerville
11.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to athletes.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Reviewed associate performance to identify training needs.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with team members to enhance customer service experience and exceed team goals through effective athlete satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
KEY CARRIER
Burlington Coat Factory Department Store
Austin, TX
04.2019 - 02.2021
- Increased customer satisfaction by addressing and resolving issues promptly, leading to a better shopping experience.
- Ensured store team executed tasks and daily activities in accordance with store plan; reprioritizes as needed
- Addressed immediate customer service issues and provided appropriate coaching to Associates
- Maintained proper Associate coverage in service areas for a positive customer experience
- Ensured Associates adhere to all operational procedures
- Boosted sales performance with consistent promotion of products and services to customers during transactions.
- Ensured opening/closing procedures are executed in accordance with company guidelines
- Communicated accurately and effectively with management and Associates when setting and addressing priorities; provided periodic progress updates
- Provided and accepted ongoing recognition and constructive feedback
- Provided continuous feedback, recognition and coaching to Associates
- Partnered with Management on Associate training needs to increase effectiveness
- Ensured adherence to all labor laws, policies, and procedures
- Promoted credit and loyalty programs during customer interactions
- Supported and participated in store shrink reduction goals and programs
- Promoted safety awareness and supports maintenance of a risk-free environment
MERCHANDISE MANAGER
THE TJX COMPANIES
Austin, TX
01.2014 - 01.2019
- Assisted the Store Manager in the areas of Merchandising, Operations, Customer Service and Human Resources within a high-volume store location.11 Million Dollar store .
- Maintained updated product knowledge to successfully educate and advise customers.
- Utilized adjusted sales analysis report to flex sales floor accordingly, to drive profitable sales.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Strategic weekly Scheduling for 65-70 associates
- Implemented innovative merchandising strategies that resulted in improved store layout and increased customer satisfaction.
- Enhanced visual presentation of products, driving customer engagement and boosting sales conversion rates.
- Championed a culture of continuous improvement within the team, promoting collaboration, feedback, and best practice sharing.
- Shrink/ Inventory Control
- Deliver expenses to plan, payroll control, audit readiness
- Reduced markdowns by optimizing inventory management processes and implementing demand forecasting techniques.
- Boosted sales performance by effectively managing merchandise assortments and inventory levels.
Education
High School Diploma -
Pflugerville High School
Pflugerville 07-2015
Skills
- MODEL COMPANY CULTURE AND VALUES
- CUSTOMER SERVICE / CLIENT ENGAGEMENT
- LEADS WITH VISION
- EFFECTIVE COMMUNICATION SKILLS
- INTELLECTUAL HORSEPOWER
- MANAGERIAL COURAGE
- DEVELOPS OTHERS AND BUILDS EFFECTIVE TEAMS
- BUSINESS ACUMEN
- FLOOR SET DESIGN AND VISUAL DISPLAY
- CASH HANDLING
- DE-ESCALATION TECHNIQUES
- CRITICAL THINKING
Certification
- Power of Choice
- Retail Store Leadership
- Deescalating
- Foundations Of Leadership
LANGUAGES
SPANISH / ENGLISH
Accomplishments
- Team of The Year FY2019
- District Champion Grow the Customer Base
- District Champion Drive Profitable Sales
Timeline
Customer Service Lead
Dicks Sporting Goods
11.2022 - Current
KEY CARRIER
Burlington Coat Factory Department Store
04.2019 - 02.2021
MERCHANDISE MANAGER
THE TJX COMPANIES
01.2014 - 01.2019
High School Diploma -
Pflugerville High School