Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Marco Antonio Morales Luna

Houston,Texas

Summary

Multi-tasking Team Leader well-known for successfully executing new organization initiatives. Creating a workplace culture consistent with the organization's mission and values. Pursuing a new role where hard work will be highly valued.

Overview

20
20
years of professional experience

Work History

Store Manager

Fiesta Mart LLC
04.2020 - Current
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
  • Enhanced team performance with comprehensive training programs, leading to improved customer service and operational efficiency.
  • Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
  • Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
  • Optimized checkout process to reduce wait times, improving customer satisfaction scores.
  • Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
  • Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
  • Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
  • Conducted market research to better understand local consumer base, tailoring store offerings to meet their needs.
  • Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
  • Improved efficiency and accuracy of inventory management by implementing new stock control system.

Independent Agent

Legalshield
10.2015 - Current
  • Interviewed prospective customers and recorded their personal and financial data.
  • Handled policy renewals.
  • Called 50 potential customers per day to expand customer base.
  • Explained the features of policies to customers and helped them determine the best policy for them.
  • Maintained bookkeeping, databases, and records.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Analyzed sales volume, retention and loss ratio trends to identify areas for improvement.
  • Calculated premiums and established payment methods for sales.
  • Addressed an average of 5 customer inquiries and complaints each week.
  • Collected, analyzed and validated all agency commissions.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Followed up with customers on unresolved issues.
  • Met with prospective customers and business owners in their homes, businesses and other settings.
  • Calculated quotes and educated potential clients on insurance options.
  • Evaluated leads obtained through direct referrals, lead databases and cold calling.

Store Manager

El Rancho Súper Mercado
07.2018 - 02.2020
  • Monitored employee performance and developed improvement plans.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Coached team on effective upselling and cross-selling methods.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Mentored over 180 -member sales team in applying effective sales techniques and delivering top-notch customer service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Supervised and evaluated staff of over 180 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
  • Kept work areas clean, organized and safe to promote efficiency and team safety.
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
  • Interviewed, hired and trained over 250 staff associates and equipped to comply with company policies and procedures.
  • Communicated with managers of other departments to maintain transparency.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Attended monthly sales meetings and reported pertinent information to employees.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Onboarded new employees, including training, mentoring and new hire documentation.

Independent Broker

Benintel Inc.
06.2015 - 04.2018
  • Guided and educated Business owners about the broad subject of Life and Health Insurance benefits for their employees.
  • Researched latest market trends to provide current knowledge to clients.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Directed onsite training for business users to maximize productivity.
  • Consistently met deadlines and requirements for all production work orders.
  • Planned and executed sales events in both online and in-person formats.
  • Handled all customer information in an accurate and confidential manner.
  • Provide Life & health benefits for families

Independent Consultant

AFLAC
06.2015 - 06.2018
  • Handled all customer information in an accurate and confidential manner.
  • Researched latest market trends to provide current knowledge to clients.
  • Oversaw a team of 6 consulting professionals, encouraging sales and training members on effective strategies.
  • Planned and executed sales events in both online and in-person formats.
  • Kept a consistent inventory and placed orders for new product stock.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Handled policy renewals.
  • Explained the features of policies to customers and helped them determine the best policy for them.
  • Maintained bookkeeping, databases, and records.
  • Evaluated leads obtained through direct referrals, lead databases and cold calling.

Store Manager

La Michoacana Meat Market
08.2008 - 03.2015
  • Monitored security and handled incidents in a calm and professional manner.
  • Hired, trained and evaluated personnel in sales and marketing.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Responded to customer concerns with friendly and knowledgeable service.
  • Planned budgets and authorized payments and merchandise returns.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Conducted store inventories once per quarter.
  • Interviewed job candidates and made staffing decisions.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Reordered inventory when it dropped below predetermined levels.
  • Reported to the district manager regarding all store and staff issues.
  • Assigned work to team members based on company needs, personal strengths and job knowledge.
  • Completed profit and loss performance reports.
  • Scheduled and led weekly store meetings for all employees.
  • Generated repeat business through exceptional customer service.
  • Counted cash drawers and made bank deposits.
  • Implemented a new ordering process and identified poor work habits to improve process effectiveness.
  • Increased sales volume by 30% in less than 2 years.
  • Trained and developed new associates on POS system and key sales tactics.

Service Manager

HEB
08.2005 - 07.2008
  • Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
  • Hired and trained new cashiers to improve efficiency of department and cultivate productive work atmosphere.
  • Developed written plans and obtained customer consent to proceed.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Set and administered department budgets for expenditures, materials and labor.
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Monitored product quality and communicated necessary improvements to store manager.
  • Met with customers to discuss service needs and develop effective and practical solutions.

Education

Associate of Arts - Business management

Angelina College
Lufkin, TX
2007

Skills

  • Bilingual in Spanish
  • Customer service experience
  • Business development
  • Performance management
  • Relationship building
  • Results-oriented
  • Analytical
  • People-oriented
  • Exceptional communication skills
  • Strong interpersonal skills
  • Training and development
  • Strategic thinker
  • Excellent customer service skills
  • Staff training and development
  • Detail-oriented
  • Merchandising
  • POS systems
  • Customer relations
  • Personnel development
  • Goal-oriented
  • Data entry
  • Recruiting and interviewing
  • Issue resolution
  • Staff management
  • Employee performance evaluations
  • Sales growth
  • Staff supervision
  • Consulting
  • Business analysis
  • Cost control
  • Business Administration
  • Operations management
  • Employee scheduling
  • Project management
  • Contract management
  • Business planning
  • Strategic planning
  • Training
  • Budgeting
  • Managerial finance
  • Managerial experience
  • Store operations

Accomplishments

  • Recipient of the Texas House of representatives Award for excellence in community service to Angelina County by Representative Trent Ashby.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Store Manager

Fiesta Mart LLC
04.2020 - Current

Store Manager

El Rancho Súper Mercado
07.2018 - 02.2020

Independent Agent

Legalshield
10.2015 - Current

Independent Broker

Benintel Inc.
06.2015 - 04.2018

Independent Consultant

AFLAC
06.2015 - 06.2018

Store Manager

La Michoacana Meat Market
08.2008 - 03.2015

Service Manager

HEB
08.2005 - 07.2008

Associate of Arts - Business management

Angelina College

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