Summary
Overview
Work History
Education
Skills
Languages
Timeline
Personal Information
GeneralManager

Michelle Mercado Luna

Orlando,FL

Summary

Accomplished retail leader with over a decade of experience managing multi-unit operations, building high-performing teams, and driving sustainable business growth. Recognized for fostering inclusive, people-first cultures while achieving operational excellence and exceeding performance goals. Adept at balancing strategic vision with hands-on execution to deliver exceptional customer experiences and long-term results.

Overview

11
11
years of professional experience

Work History

General Manager

Old Navy
10.2022 - Current
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Managed a Sales growth of 7% over Budget Plan and secured a top 100 place in the yearly Scorecard.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Developed and implemented strategies to increase sales and profitability.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.

Store Manager

TJ Maxx
02.2019 - 10.2022
  • Managed a $17M store.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.

Assistant Manager

Walmart
03.2014 - 02.2019
  • Supervised day-to-day operations to meet performance, quality, and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Served as a key member of the management team in a $100M annual revenue store, overseeing daily operations and supporting a staff of 450.

Education

Bachelor of Education - Business Administration

Interamerican University
Puerto Rico
12.2008

Skills

  • Leadership skills
  • Recruiting and hiring
  • Strategic planning
  • Training and coaching
  • Goal setting and performance metrics
  • Sales management
  • Operations management
  • Customer service
  • Financial management
  • Market research
  • Budget management
  • Policies and procedures

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

General Manager

Old Navy
10.2022 - Current

Store Manager

TJ Maxx
02.2019 - 10.2022

Assistant Manager

Walmart
03.2014 - 02.2019

Bachelor of Education - Business Administration

Interamerican University

Personal Information

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