Summary
Overview
Work History
Education
Skills
Timeline
Generic

Merari Ortiz

Summary

Attentive Assistant Store Manager offering 17 years working in retail sales industry. Focused and enthusiastic demeanor with a strong background in building successful teams. Proven track record for creating positive working and shopping environments. Looking for a new place to call home. And, creating everlasting business relationships while building trust, a safe space, and a place that feels like home for our team and our community.

Overview

17
17
years of professional experience

Work History

Specialty Assistant Store Manager

The Home Depot Inc
Claymont, DE
03.2024 - Current
  • Keeping a Clean and Safe work environment for the entire team.
  • Building relationships with the community to effectively cator to their needs.
  • Making quick decisions after assessing each situation on an individual bases.
  • Managing and developing all talent within and coming into the Specialty Sales Departments as well as in PRO Sales.
  • Overseeing all Installed Sales, Special Order Projects, & PRO Sales orders.
  • Building and keeping up Moral.
  • Opening & Closing the building while performing the opening/closing reports for all areas of the building while providing full Leadership over the entire store.
  • Anticipating customer flow and work demand and redirecting efforts and schedules to ensure proper coverage when and where needed.
  • Planning for spikes in sales and ensuring the store has the in-stock position to support the demand.
  • Conducting safety walks, monitoring use of store powered equipment, and coaching associates around safe work practices.
  • Leading a team of associates who work together to ensure our customers receive exceptional service while shopping in a clean, safe, well-stocked store.
  • The Assistant Store Manager is accountable for achieving sales and margin goals while driving operational efficiencies and maximizing overall customer satisfaction with the in-store experience.
  • Collaberates with peers on the store leadership team as well as the District Manager and Area support staff to assess the needs of our customers and develop the best methods for achieving service, sales, and operational objectives.
  • Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned areas.
  • Setting clear and measurable service, sales and operational goals for the team, ensures the team’s effort supports those goals, and tracks progress on a daily basis.
  • Connects with the team regularly to understand challenges they are facing and to remove obstacles.
  • Provides recognition for demonstrating effective customer service behaviors and exceeding sales and operational goals at the individual and team level.
  • Provides open and timely feedback, coaching, training, and mentorship to members of the team and encourages others to communicate openly and share constructive feedback.
  • Work with Supervisors to deliver formal disciplinary actions when performance issues among front-line associates are elevated.
  • Provide meaningful development opportunities for individuals to enhance their skills, product knowledge and systems understanding.
  • Encourage others to share ideas and empower others to make decisions while providing guidance when necessary.
  • Identify any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR.
  • Avoid over-stocking and work through the appropriate channels to reduce inventories that could negatively impact profitability due to poor inventory turns and/or shrink.
  • Ensure that store operations do not impact the customer’s ability to see or interact with products.
  • Serve as a primary escalation point for the most significant and impactful customer complaints.
  • Control expenses including payroll and other controllable expenses, and manage payroll hours by confirming the schedule supports the forecasted payroll plan.
  • Proactively build and maintain collaborative relationships with cross-functional partners.
  • Identify sales opportunities and gaps in inventory/merchandising and create specific plans of action to drive improved in-stock, sales, and margin performance.
  • Look for ways within respective departments to enhance the the Pro customer experience and drive Pro Sales.
  • Monitor the use of store power equipment, ensuring that it is operated safely at all times and addressing any violations with associates.
  • Drive a culture of safety, security and shrink prevention throughout the store, ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity.
  • Manager on Duty (MOD).
  • Funnel non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders.
  • Manage all inventory, merchandising, sales and customer service activities in departments such as Appliances, Cabinets, Flooring, Millwork, Home Décor, Paint, Home Organization, & PRO Sales.
  • Teach and demonstrate effective use of The Home Depot selling and service model.
  • Drive execution of Installed Sales, Special Order Sales (SOS), and Pro Sales.
  • Drive compliance with all Home Depot policies and procedures pertaining to Permit, lead safe processes and regulatory requirements across the installation life cycle.
  • Oversee the installation project quote process for accuracy based on customer product selection, independent provider measurements, permit requirements and environmental assessments.
  • Reviews execution by The Home Depot Sales Specialists for compliance with The Home Depot policies, including for lead safe practices and contracts.
  • Supervises Customer Order Specialist associate for compliance with installed sales policies and procedures as it relates to specific operations.
  • Identify gaps in execution and sales opportunities through report analysis, observing sales interactions, role plays, and other feedback channels to create specific plans of action to drive improved sales and margin performance.
  • Drive accountability of established and communicated sales expectations and goals through the Department Supervisors timely coaching and feedback of sales specialists.
  • Work with leadership peers and staff throughout the store to ensure everyone plays their part in managing the daily sales pipeline and that details, leads, estimates, proposals and customer contacts are properly managed and fully leveraged by sales associates.
  • Ensure that sales associates leverage promotions across departments to improve close rates, and drive sales.
  • Oversees the Customer Order Specialists activities and the team managing installation projects post– tender. Performed regular inventory audits to ensure accuracy of product counts.
  • Provided exceptional customer service by responding promptly to customer inquiries and complaints.
  • Developed and implemented effective merchandising strategies to maximize store sales.
  • Maintained accurate records of employee attendance and payroll information.
  • Recruited, interviewed, hired, trained, evaluated and disciplined staff as needed.
  • Monitored compliance with safety regulations, company policies and legal requirements.
  • Ensured all merchandise was properly priced and displayed according to corporate standards.
  • Coordinated special events such as promotions or seasonal displays.
  • Managed stock levels by ordering additional items when necessary.
  • Created incentives programs designed to boost morale among team members.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Coached and developed store associates through formal and informal interactions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Facilitate and fully manage quarterly Give-Back opportunities to local Non-Profit organizations through the Homer Fund such as reviatalization projects for a homeless shelter and feeding those in need while representing The Home Depot along these projects.
  • Facilitating events to promote sign-ups to add contribution to the Homer Fund.
  • Building relationships with local non-profits to ensure The Home Depots continuous support for their cause while provided as much support as possible in between any events that were officially noted.

Assistant Store Manager

Lowe's Home Centers, LLC
Bear, DE
01.2021 - 01.2023
  • Keeping a Clean and Safe work environment for the entire team.
  • Building relationships with the community.
  • Making quick decisions after assessing each situation on an individual bases.
  • Managing and developing all talent within and coming into the Specialty Sales Departments.
  • Overseeing all Installed Sales & Special Order Projects.
  • Building and keeping up Moral.
  • Opening & Closing the building while doing the opening/closing reports for all areas of the building while providing full Leadership over the entire store.
  • Anticipating customer flow and work demand and redirecting efforts and schedules to ensure proper coverage when and where needed.
  • Planning for spikes in sales and ensuring the store has the in-
    stock position to support the demand.
  • Conducting safety walks, monitoring use of store powered equipment, and coaching associates around safe work practices.
  • Leading a team of associates who work together to ensure our customers receive exceptional service while shopping in a clean, safe, well-stocked store.
  • The Assistant Store Manager is accountable for achieving
    sales and margin goals while driving operational efficiencies and maximizing overall customer satisfaction with the in-store experience.
  • Collaberates with peers on the store leadership team as well as the District Manager and Area support staff to assess the needs of our
    customers and develop the best methods for achieving service, sales, and operational objectives.
  • Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned areas.
  • Setting clear and measurable service, sales and operational goals for the team, ensures the team’s effort supports those goals, and tracks progress on a daily basis.
  • Connects with the team regularly to understand challenges they are facing and to remove obstacles.
  • Provides recognition for demonstrating effective customer service behaviors and exceeding sales and operational goals at the individual and team level.
  • Provides open and timely feedback, coaching, training, and mentorship to members of the team and encourages others to communicate openly and share constructive feedback.
  • Work with Supervisors to deliver formal disciplinary actions when performance issues among front-line associates are elevated.
  • Provide meaningful development opportunities for individuals to enhance their skills, product knowledge and systems understanding.
  • Encourage others to share ideas and empower others to make decisions while providing guidance when necessary.
  • Identify any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR.
  • Avoid over-stocking and work through the appropriate channels to reduce inventories that could negatively impact profitability due to poor inventory turns and/or shrink.
  • Ensure that store operations do not impact the customer’s ability to see or interact with products.
  • Serve as a primary escalation point for the most significant and impactful customer complaints.
  • Control expenses including payroll and other controllable expenses, and manage payroll hours by confirming the schedule supports the forecasted payroll plan.
  • Proactively build and maintain collaborative relationships with cross-functional partners.
  • Identify sales opportunities and gaps in inventory/merchandising and create specific plans of action to drive improved in-stock, sales, and margin performance.
  • Look for ways within respective departments to enhance the the Pro customer experience and drive Pro Sales.
  • Monitor the use of store power equipment, ensuring that it is operated safely at all times and addressing any violations with associates.
  • Drive a culture of safety, security and shrink prevention throughout the store, ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that
    steps are taken on a daily basis to maintain inventory and shrink budget integrity.
  • Manager on Duty (MOD).
  • Funnel non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders.
  • Manage all inventory, merchandising, sales and customer service activities in departments such as Appliances, Cabinets, Flooring, Millwork, Home Décor and Paint.
  • Teach and demonstrate effective use of Lowe’s selling and service model.
  • Drive execution of Installed Sales, Special Order Sales (SOS), and Pro Sales.
  • Drive compliance with all Lowe’s policies and procedures pertaining to Permit, lead safe processes and regulatory requirements across the installation life cycle.
  • Oversee the installation project quote process for accuracy based on customer product selection, independent PROvider measurements, permit requirements and environmental assessments.
  • Reviews execution by Lowe’s Sales Specialists for compliance with Lowe’s policies, including for lead safe practices and contracts.
  • Supervises Production Office associates for compliance with installed.
  • with installed sales policies and procedures as
    it relates to production office operations.
  • Identify gaps in execution and sales opportunities through report analysis, observing sales interactions, role plays, and other feedback channels to create specific plans of action to drive improved
    sales and margin performance.
  • Drive accountability of established and communicated sales expectations and goals through the Department Supervisors timely coaching and feedback of sales specialists.
  • Work with leadership peers and staff throughout the store to ensure everyone plays their part in managing the daily sales pipeline and that details, leads, estimates, proposals and customer contacts are
    properly managed and fully leveraged by sales associates.
  • Ensure that sales associates leverage promotions across departments to improve close rates and drive sales.
  • Oversees the Installation Production Office activities and the team managing installation projects post– tender.

Department Supervisor

Lowe's Home Centers, LLC
Philadelphia, PA
02.2019 - 01.2021
  • Organize and completed weekly schedules to ensure each shift was adequately covered.
  • Assess displays for proper stock, checked store organization and kept aisles clear of obstacles.
  • Address employee issues and conflicts to provide input, feedback and coaching.
  • Achieve sales goals and business objectives by motivating staff and promoting all of the top selling and top margin products in the department that was being headed.
  • Monitor sales performance through analysis of sales reports and Specialty Sales customer monitoring system.
  • Train and mentor new associates on department policies and procedures.
  • Manage inventory and stock levels in coordination with purchasing and receiving department while also keeping up with our bottom and top selling products as well as our high margin products.
  • Raise profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
  • Connect with customers to provide assistance and collect feedback to optimize operations.
  • Delegate tasks appropriate to individual employees to provide development opportunities.
  • Lead employee performance evaluations and rewarded top performers to retain quality personnel.
  • Maintain high merchandising standards by building attractive displays and monitoring inventory levels.
  • Supervise receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Maintain a clean and safe workspace.
  • Perform weekly one on one training sessions with each team member.
  • Motivate the team and provide them with a high level of acknowledgement and appreciation when applicable.
  • Learn all talent and development system so that you can teach and lead the team by example.
  • Staying aware of all policies and company standards.
  • Be willing to adapt to constant change.
  • Be open and willing to receive constructive feedback for personal development and success.
  • Lead and oversee all major projects in area while collaborating with vendors to ensure successful planning and guidance.
  • Providing team with yearly performance tracking and feedback.

Sales Specialist

Lowe's Home Centers, LLC
Philadelphia, PA
06.2009 - 02.2019
  • Be friendly and professional, eager to understand the customer’s specific needs in order to pair the best products and
    service offerings in support of their project.
  • Ensure displayed merchandise reflects our high
    standards of showroom readiness, operates as intended during demonstrations, and is up to date, accurately mirroring the manufacturers current product offering.
  • Engage in safe work practices including the proper operation of store equipment.
  • Serve as an expert, explaining the specifications and features of a product or service to existing or potential customers, with the goal of closing a sale.
  • Provide exceptional consultative services to customers and confirms their needs are met before leaving the store.
  • Execute orders and projects in the area of focus.
  • Seek out customers to understand his/her needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise.
  • Listent and responds knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary.
  • Demonstrate sincere appreciation to customers.
  • Communicate information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe’s programs.
  • Listen to, identify, anticipate, and respond to the customers needs.
  • Display a keen understanding of local competitive offerings; recognizing and communicating the advantages of Lowe’s products and services to employees and customers.
  • Works with customers to create design and details, researches ideas based on customers’ plans, recommends products/services, and provides customers with project estimates consistently gaining
    customers commitment to close the sale.
  • Schedules installer visits to potential customers' homes for measurement and uses detail information to create or revise project cost estimate.
  • If in the Pro Department, focuses on external accounts and outside sales and services.
  • Follows up with vendors on placed orders, calls other stores to find desired merchandise, and orders replacement stock Tickets, arranges, and displays merchandise and signage according to planograms and restocks or adjusts product displays and signage as merchandise sells or as space permits.
  • Performs price reviews in accordance with pricing policies and ensures maintenance of pricing and pricing documentation.
  • Ensures designated associates pull and stage freight/products to fill customer orders (e.g., Installations, Deliveries).
  • Monitors order status of products and special orders and communicates updates or issues with customers and Lowe’s associates (e.g., Receiving, Delivery, and Install staff) as needed.
  • Enters process, and track customer orders and installations to manage customer follow-up and completion of order/project according to schedule.
  • Operate store equipment as needed.
  • Operate store equipment as needed depending on one specific role and department (e.g., Zebraphone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key
    cutter, panel saw, paint mixer, flooring cutters, compacter baler).
  • Detect common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection.
  • Ensure compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store, selling centers and work stations.
  • Adhere to all safety requirements relevant to one’s regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices

Customer Service Associate

Lowe's Home Centers, LLC
Philadelphia, PA
12.2007 - 06.2009
  • Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Partner with internal teams to uncover customer needs and cross-sell opportunities.
  • Working as a team in main and other areas to get the job done and decrease opportunities in the store.
  • Address inquiries, resolved customer issues and managed customer relations.
  • Follow policies and procedures to meet or exceed established performance requirements.
  • Explain benefits, features and recommendations to maximize client retention.
  • Organize and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Support customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Deliver fast, friendly and knowledgeable service for routine questions and service complaints.
  • Use collateral material and documents to share information about services, products and promotions.
  • Perform needs analysis and presented options based on findings to help customers make decisions.
  • Meet and exceed productivity targets by handling every interaction with top-notch customer service.
  • Maintain customer privacy and protected company operations by keeping information private and confidential.
  • Educate customers on special pricing opportunities and company offerings.
  • Uphold quality control policies and procedures to increase customer satisfaction.
  • Educate the customer on the Features and Benefits or making their purchase with a LOWE'S card.

Education

GED -

Temple University
Philadelphia, PA
03.2004

Skills

  • Bi-lingual (Spanish)
  • Team Building and Leadership
  • Knowledge of balance in the workplace (creating personal relationships with team members while also promoting success in all metrics in the business)
  • Problem-Solving
  • Work Planning and Prioritization
  • Strategic Merchandising
  • Hiring and Training
  • Mentoring and Coaching
  • Store Opening and Closing
  • Pricing and Markdowns
  • Shift Scheduling
  • Assignment Delegation
  • Stock Management
  • Forklift, Reach Truck, & Order Picker driver and trainer
  • Event Planning
  • Department Oversight
  • Goal Setting
  • Customer Service Management
  • Staff Development
  • Employee Motivation
  • Performance Evaluation and Monitoring
  • Sales Tracking
  • Zebra Scanning System Knowledge
  • Order Management Skilled

Timeline

Specialty Assistant Store Manager

The Home Depot Inc
03.2024 - Current

Assistant Store Manager

Lowe's Home Centers, LLC
01.2021 - 01.2023

Department Supervisor

Lowe's Home Centers, LLC
02.2019 - 01.2021

Sales Specialist

Lowe's Home Centers, LLC
06.2009 - 02.2019

Customer Service Associate

Lowe's Home Centers, LLC
12.2007 - 06.2009

GED -

Temple University

Similar Profiles

  • SARAH MOREIRA

    SARAH MOREIRASARAH MOREIRA

    District Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home DepotDistrict Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home Depot

  • Jalen Stanton

    Jalen StantonJalen Stanton

    Customer Service Associate at The Home Depot IncCustomer Service Associate at The Home Depot Inc

  • Biniam Tsegai

    Biniam TsegaiBiniam Tsegai

    Sales Associate at The Home Depot IncSales Associate at The Home Depot Inc

  • Haley Smith

    Haley SmithHaley Smith

    GWA - Replenishment at The Home Depot IncGWA - Replenishment at The Home Depot Inc

  • Edward Reese

    Edward ReeseEdward Reese

    Specialty Assistant Store Manager at The Home Depot IncSpecialty Assistant Store Manager at The Home Depot Inc

CREATE PROFILE
Merari Ortiz