Marlon Martinez Octaviano
Sylmar,CA
Summary
Dynamic retail professional with a proven track record at Michaels Arts and Crafts, excelling in customer service and team collaboration. Skilled in sales strategies and inventory management, I foster strong client relationships, driving repeat business and enhancing customer satisfaction. Committed to operational excellence and continuous improvement in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Sales Associate Material Handler
Salvation Army Thrift Store
Granada Hills, CA
01.2026 - Current
- Assisted customers in locating merchandise and provided product information.
- Processed transactions efficiently at point-of-sale systems.
- Maintained store organization and presentation standards to enhance customer experience.
- Collaborated with team members to manage inventory levels and restock shelves.
- Addressed customer inquiries and resolved issues to ensure satisfaction.
- Participated in visual merchandising efforts to promote sales initiatives.
- Supported daily operational tasks, ensuring store compliance with policies and procedures.
- Engaged in community outreach programs to strengthen local relationships and support missions.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
Retail Customer Experience Manager
Michaels Arts and Crafts
Granada Hills, CA
08.2015 - 06.2025
- Developed and implemented customer feedback systems to enhance service quality and satisfaction.
- Trained and mentored team members on effective customer engagement strategies.
- Analyzed customer data to identify trends and improve overall shopping experience.
- Collaborated with cross-functional teams to optimize store layouts for better accessibility.
- Led initiatives to streamline processes, resulting in improved operational efficiency.
- Created training materials focused on best practices for customer interactions and product knowledge.
- Monitored key performance indicators to assess service effectiveness and make informed decisions.
- Spearheaded community events to strengthen brand loyalty and increase customer engagement.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Hosted monthly webinars to educate customers on product features and best practices, increasing product utilization.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
- Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
- Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Initiated loyalty program that increased repeat business by rewarding frequent customers.
- Assisted in managing daily store operations and optimizing staff schedules.
- Developed training programs to enhance team performance and customer service skills.
- Collaborated with inventory management systems to track stock levels and reorder products efficiently.
- Implemented visual merchandising strategies to maximize product visibility and sales potential.
- Analyzed sales data to identify trends, driving strategic decisions for inventory adjustments.
- Led cross-functional teams in executing promotional events, increasing foot traffic and customer engagement.
- Mentored junior staff on best practices for customer interaction and conflict resolution techniques.
- Enhanced operational processes through regular assessments, resulting in improved efficiency and reduced waste.
- Engaged directly with customers to offer assistance and resolve complaints.
- Monitored inventory management and assisted with accurate, cost-effective ordering processes.
- Enhanced employee retention through fostering a positive work environment and clear communication of expectations.
- Optimized scheduling processes to ensure adequate staffing coverage during peak shopping hours while minimizing labor costs.
- Implemented strategies focused on increasing store sales and customer satisfaction.
- Supported senior management in implementing and upholding store policies and procedures.
- Produced regular sales reports, analyzed data and identified areas for improvement.
- Established clear goals for each team member, motivating them towards achieving success both individually and as a whole unit.
- Contributed to the development of store policies and procedures, ensuring consistency in operations and a high level of customer service across the board.
- Led a team of sales associates, providing ongoing training and performance feedback to ensure top-notch customer service.
- Analyzed market trends to identify opportunities for growth or adjustments needed in order to maintain a competitive edge in the industry.
- Implemented loss prevention measures, resulting in a significant reduction in shrinkage levels.
- Boosted customer satisfaction by implementing new sales strategies and optimizing the retail environment.
- Spearheaded marketing initiatives to increase brand awareness within the local community.
- Streamlined inventory management for increased efficiency and improved product availability.
- Conducted regular performance evaluations for staff members, identifying areas for improvement or recognition as necessary.
- Managed daily store operations, maintaining a clean, organized, and efficient working space for staff and customers alike.
Food Service Worker
Fresh and Easy Distribution Center
San Fernando, CA
04.2018 - 05.2019
- Operated food preparation equipment to ensure efficient meal assembly.
- Maintained cleanliness and organization of food service areas to comply with health standards.
- Assisted in inventory management by tracking stock levels and reporting shortages.
- Collaborated with team members to streamline food service operations and enhance efficiency.
- Trained new staff on food safety protocols and operational procedures.
- Monitored food quality during preparation, ensuring adherence to company standards.
- Implemented process improvements that reduced waste in food preparation areas.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Promoted a positive work environment through effective communication with colleagues and supervisors.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
Assistant Store Manager
Six Flags Magic Mountain Kodak
Valencia, CA
03.2005 - 05.2015
- Supervised daily operations to ensure exceptional guest experiences and operational efficiency.
- Trained and mentored team members on customer service best practices and park policies.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Developed staff schedules to align with peak attendance periods, enhancing productivity.
- Collaborated with management to create promotional campaigns that increased visitor engagement.
- Evaluated employee performance and provided constructive feedback to drive improvement.
- Streamlined communication between departments, fostering a cohesive work environment.
- Led safety training initiatives, ensuring compliance with health and safety regulations across the park.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
Education
Digital Communications And Multimedia
Los Angeles Mission College
Sylmar, CAHigh School Diploma -
Sylmar High School
Sylmar, CA2002
Skills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Listening skills
- Multi-tasking strength
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Exceptional customer service
- Relationship building
- Outgoing personality
- Cash handling
- Flexible schedule
- Stocking and receiving
- Client service
- Conflict resolution
- Store opening and closing
- Sales expertise
- Product sales
- Customer needs assessment
- Complex Problem-solving
- Sales strategies
- Upselling
- Retail store operations
- Adapt to diverse groups
- Cleaning techniques
- Guest relations
- Inventory tracking
- Sales development
- Policy and procedure adherence
- Merchandise display
- Product recommendations
- Sales goals attainment
- Display setup
- Brand promotion
- Point of sale operation
- Relationship selling
Languages
Spanish
Native or Bilingual
Timeline
Sales Associate Material Handler
Salvation Army Thrift Store
01.2026 - Current
Food Service Worker
Fresh and Easy Distribution Center
04.2018 - 05.2019
Retail Customer Experience Manager
Michaels Arts and Crafts
08.2015 - 06.2025
Assistant Store Manager
Six Flags Magic Mountain Kodak
03.2005 - 05.2015
Digital Communications And Multimedia
Los Angeles Mission College
High School Diploma -
Sylmar High School