Marlenys Fernandez
Miami,USFL
Summary
Experienced Retail Sales Lead with 14 years of customer service working in dynamic, fast-paced environments. Excellent interpersonal skills and outgoing personality. Committed to developing long-term relationships to foster recurring business and guarantee customer satisfaction. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
14
14
years of professional experience
Work History
RETAIL SALES LEAD
Sephora
01.2013 - Current
- Provided good client experience while assigned to the Beauty Advisors department in different areas of the store.
- Assisted team members when necessary in handling cash registers, organizing inventory, unloading merchandise and cleaning up
- Maintained accurate and attractive merchandise displays, ensuring strategic placement of products in order to maximize purchases
- Coached behavior and celebrated Cast members during work hours
- Provided training to all Cast members about new products and techniques.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Developed strong rapport with customers and created positive impression of business.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained team members in successful strategies to meet operational and sales targets.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
SALES ASSOCIATE
The Limited
01.2010 - 01.2013
- Assist customers in finding or selecting items, and providing recommendations which have generated additional revenue
- Stock, replenish, and organize inventory with accuracy and efficiency, completing tasks faster than average associates
- Achieved an above average of sales goals for three consecutive months
- Maintain accurate and attractive merchandise displays, ensuring strategic placement of products in order to maximize purchases
- Provide outstanding customer service, receiving 96% in customer service feedback surveys
- Helped an average of 50 customers per day by responding to inquiries and locating products
- Recommended alternative merchandise display styles to management, which were implemented and resulted in a 35% improvement in sales
- Assisted team members when necessary in handling cash registers, organizing inventory room, labeling products, unloading merchandise, and cleaning up
- Aided Spanish-speaking customers, increasing repeat and loyal customers by 30%.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used in-store system to locate inventory and place special orders for customers.
- Managed efficient cash register operations.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Assistant Store Manager
Payless Shoe Source
02.2010 - 02.2012
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Bachelor of Science - Human Health
IPSB College Serafin Sanchez
Sancti Spiritus, Cuba05.1986
Skills
- Microsoft Office Suite
- English / Spanish
- Retail Software
- Social Media Marketing
- Problem Solving
- Team Leadership
- Sales Strategy Development
- Task Delegation
- Store Operations
- Inventory Management
- Team Supervision
- Training and Mentoring
Awards
EMPLOYEE OF THE MONTH The Limited, Dadeland Mall MAY 2012
Languages
Spanish
Native or Bilingual
Timeline
RETAIL SALES LEAD
Sephora
01.2013 - Current
Assistant Store Manager
Payless Shoe Source
02.2010 - 02.2012
SALES ASSOCIATE
The Limited
01.2010 - 01.2013
Bachelor of Science - Human Health
IPSB College Serafin Sanchez
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