Mayra Fernandez
1254 Palm St San Jose,CA
Summary
Accomplished Customer Experience Leader at Victoria Secret PINK, adept in strategic thinking and team management. Excelled in enhancing customer service and sales, achieving top-line growth through data-driven decisions and organizational skills. Proficient in team building and customer needs analysis, significantly improving store performance and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Experience Leader
Victoria Secret PINK
04.2023 - Current
- Leading and demonstrating company values within the store.
- Delivering exceptional customer experiences in the role of the Head Coach through coaching, zoning, team selling and personally selling.
- Conducting associate observations and associate coaching.
- Displaying an understanding of all associate roles and ensuring all roles work for the good of the team and the customer.
- Linking results to behaviors and actions to drive top-line sales.
- Independently managing labor hours within the store to drive top line sales and profit.
- Owning the overall appearance and presentation of brand by maintaining visual merchandising standards.
- Collaborating with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
- Demonstrating and leading company policy and procedures.
- Additional duties as assigned, including but not limited to: Floorset mapping and execution, Product launch support, payroll management, and shipment processing.
Sales Associate
Victoria Secret PINK
09.2021 - 04.2023
- 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.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Customer Service
Target
10.2020 - 04.2021
- Resolved guest issues with professionalism, demonstrating excellent customer service skills.
- Ringing transactions at the register, handling cash, card, and returns/exchanges.
- Taking merchandise from the stockroom out to the floor.
- Taking care of overall store appearance
- Store fulfillment, batching online and pickup orders.
Education
Willow Glen High School
San Jose, CA06.2018
Skills
- Strategic Thinking
- Team Management
- Data-driven decision-making
- Teamwork and Collaboration
- Customer Service
- Time Management
- Attention to Detail
- Understanding Customer Needs
- Organizational Skills
- Team building
- Goal Setting
- Order Fulfillment
- Product Sales
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Experience Leader
Victoria Secret PINK
04.2023 - Current
Sales Associate
Victoria Secret PINK
09.2021 - 04.2023
Customer Service
Target
10.2020 - 04.2021
Willow Glen High School
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