Michelle Macca
Fort Lauderdale,FL
Summary
Proven leader in retail management, adept at driving sales and enhancing customer service. Excelled in performance management and problem-solving, boosting team success through innovative strategies. Skilled in fostering high-performing teams, achieving significant improvements in customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Victoria Secret
Coral Springs, FL
03.2024 - Current
- Created weekly schedules for staff members according to business needs.
- Provided feedback on product selection, layout, displays and promotions.
- Implemented successful business strategies to increase revenue and target new markets.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Evaluated employee performance on a regular basis to ensure quality standards were met.
- Recruited, trained, coached and mentored staff members in customer service skills.
- Recruited, trained and managed a team of 20+ employees.
- Developed performance metrics, KPIs, and reports to measure team success.
- Generated reports to track customer satisfaction ratings and other KPIs.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Review daily, weekly, monthly reports on team performance against KPIs.
Multi Store Manager
Aldo Shoes
Boca Raton, FL
01.2019 - 03.2024
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Hired and trained positive, enthusiastic employees to boost talents of retail team.
- Improved profitability by executing daily, weekly, and monthly floor plan changes.
- Implemented strategies to increase customer satisfaction levels and build brand loyalty.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
Assistant Manager
Aldo Shoes
Sunrise, FL
04.2019 - 10.2019
- Analyzed business performance data and forecasted business results for upper management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Cultivated loyal customer base by providing excellent customer service.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Responded promptly to customer inquiries or complaints regarding products or services.
- Collaborated with other managers on projects such as store layout changes or marketing campaigns.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Monitored KPIs against targets and optimized strategies to achieve goals.
Education
Bachelor of Science - Criminal Justice
Florida Atlantic University
Boca Raton, FL03-2021
Skills
- Performance Management
- Sales Management
- Customer Service
- Problem Solving
- Time-Management
Languages
English
Native/ Bilingual
Spanish
Full Professional
Timeline
Customer Experience Manager
Victoria Secret
03.2024 - Current
Assistant Manager
Aldo Shoes
04.2019 - 10.2019
Multi Store Manager
Aldo Shoes
01.2019 - 03.2024
Bachelor of Science - Criminal Justice
Florida Atlantic University