Melissa Gonzales

Responsible for providing an outstanding branded customer experience to customers while executing and maintaining operational, promotional and visual merchandising standards. Performed operational duties that drove sales through product knowledge, merchandising, inventory control, reports analysis and established customer relationships to expand brand loyalty. Maintained effective communication and partnered with District Manager, Regional Director, Regional HR Manager, and Customer Support Center and fostered a positive work environment with customers and peers that embraced diversity and supported the culture of health, wellness and nutrition.

Accomplishments:

• Took the initiative of absorbing the responsibilities of a second store as interim store manager, providing staff and fulfilling daily operations which allowed the location to stay operational for 60 days without additional overhead and saving the company over $200,000 in sales for the quarter
• Increased new customer loyalty acquisition between 14% to 20% and ranked in the top five for 6 consecutive quarters for the region with over 200 stores
• Selected to represent the district in 2023 and become the Captain for the Auto Delivery Program to train stores on understanding the importance from a business perspective, and presenting from a customer perspective to motivate, create enthusiasm, and increase program sign ups by 50%
• Through focused attention and customer engagement, identified the need for a TikTok social media specialty review and received recognition from the corporate Regional Vice President for being the catalyst in the creation and implementation of company brand ambassadors on this specific platform
• Recognized for identifying and improving results and specific opportunities through analyzing differences and trends in KPIs
• Analyzed and addressed customer issues and identified areas for improvement to establish an excellent customer service reputation for the Everett location and elevated the level of service received

Accountable for day-to-day retail operations ensuring financial success, development and leadership of associates while creating a positive work environment, displaying GNC brand loyalty, providing exceptional customer service and driving sales with aptitude to provide advanced product knowledge and promote the "Live Well" spirit of GNC.

Accomplishments:

• Promoted within one year's time to Assistant Manager then Store Manager
• Consistently achieved and surpassed monthly performance goals
• Provided health solutions to customers based on needs and goals to increase sales and reside in top 5 stores for district over 14 months time

Transitioned to Boston from Texas to provide 24-hour care for a 2- year old child while parents, both heart surgeons, completed two medical fellowships.

Accomplishments:

• Fostered positive relationships by getting to know child's strengths, struggles and preferences
• Established safe environments for play and developed activities to supplement learning
• Created environment of unshakable trust for parents to focus on their professional goals

Responsible for hiring and managing customer service employees and ensuring compliance with department policies and procedures, management and completion of all HR forms storewide to stay compliant with state and federal guidelines for hiring, medical insurance, and firearms certification. Oversaw Texas Parks and Wildlife transactions for accurate billing and reporting, accounts receivable and payable, department business expenses and allocation of bonuses and monthly sales. Reporting, analyzing and ensuring compliance for all store departments including payroll and time clock management, cash control and management, employee performance and customer service satisfaction.

Accomplishments:

• Created and enforced effective cash control procedures so that balancing and reconciliation was maintained at 99.7% accuracy over three year period
• Successfully mentored five customer service associates who were promoted into management within one year's time
• Maximized success of sales tracking system which was key contributor to help store exceed sales goals by average of 10% monthly