Open To Work
Mallory Plasentillo
Schertz,TX
Work Preference
Summary
Results-driven Learning and Development Leader specializing in performance coaching and organizational effectiveness. Developed data-driven coaching initiatives that align with strategic objectives to enhance business outcomes. Committed to fostering leadership capabilities and equipping teams with essential skills for sustained high performance.
Overview
15
15
years of professional experience
Work History
Customer Experience Coach
RYNO Strategic Solutions
, AZ
10.2024 - 07.2026
- Analyzed customer interactions to develop tailored coaching plans that aligned with business goals and enhanced customer experience.
- Partnered with client leaders to align coaching initiatives with business objectives and customer experience standards, enhancing organizational effectiveness.
- Spearheaded performance coaching initiatives across client organizations, elevating booking rates through strategic coaching and skill enhancement.
- Delivered instructor-led training, individual coaching, and group workshops from onboarding through advanced performance levels across multiple client organizations.
- Customized learning programs with innovative presentations and coaching guides, fostering long-term skill adoption and driving operational excellence.
- Implemented behavioral coaching strategies focused on habit formation, confidence building, and sustainable performance improvement.
- Established structured coaching cadences and performance management processes.
- Reinforced SOPs, service standards, and operational processes across customer-facing teams.
- Influenced customer experience initiatives by enhancing communication quality and service consistency, boosting employee confidence in high-pressure interactions.
OMNICHANNEL OPERATIONS AND SERVICES SUPERVISOR
Best Buy
11.2021 - 04.2024
- Led remote customer support teams to achieve top NPS rankings through strategic coaching and performance insights.
- Analyzed individual and team performance metrics, call quality, and customer feedback to deliver data-driven coaching, recognition, and performance improvement plans.
- Provided leadership support for complex customer escalations, enhancing customer satisfaction while aligning with business objectives.
- Cultivated a high-performance culture centered on employee development, accountability, and exceptional customer experiences.
- Conducted one-on-one coaching sessions on communication, customer experience, and performance development to facilitate career growth.
- Implemented recognition programs that bolstered team engagement and morale, driving performance and retention.
- Managed onboarding of new hires from training through production, ensuring smooth transition to new team.
OPERATIONS SUPERVISOR
Best Buy
San Antonio, US
08.2014 - 11.2021
- Led daily operations for a fast-paced retail environment, overseeing team performance, workflow execution, and customer experience initiatives.
- Coordinated daily scheduling and task assignments to streamline workflow and enhance execution of store operations.
- Provided leadership, coaching, and performance feedback to support employee development, engagement, and operational consistency.
- Managed complex customer escalations by balancing customer trust, operational needs, and company policies while maintaining a high standard of service.
- Partnered with store leadership and department teams to execute business objectives, improve processes, and maintain operational alignment.
- Managed inventory processes, online order fulfillment, and reconciliation activities to ensure accuracy and operational efficiency.
- Oversaw back-office operations including daily cash flow processes, reporting accuracy, payroll administration, and compliance requirements.
- Analyzed sales performance and operational trends, identifying improvement opportunities that supported business growth.
- Cultivated vendor relationships and explored partnership opportunities to drive sales initiatives and optimize business outcomes.
BEST BUY MOBILE MANAGER
Best Buy
San Antonio, AZ
01.2012 - 08.2014
- Led operations for a high-volume retail environment during a period of rapid technology growth, overseeing sales performance, customer experience, inventory, and team development.
- Managed and developed a sales team through coaching, training, and performance feedback focused on customer engagement, product knowledge, and achieving business goals.
- Drove team performance by establishing sales expectations, monitoring KPIs, and implementing coaching strategies to maximize results.
- Led product launches and technology rollouts, training teams to deliver exceptional customer experiences.
- Managed inventory strategy to optimize customer orders, trade-ins, replenishment planning, and product availability for sales opportunities.
- Executed promotional campaigns and department initiatives to increase customer awareness and drive sales through strengthened customer relationships.
- Recruited, hired, and onboarded new team members to support department growth and maintain operational excellence.
Education
University of Texas At San Antonio
TXSkills
- Customer experience strategy
- Performance coaching
- Customer feedback analysis
- Data analysis
- Process improvement
- Operational excellence
- Remote team leadership
- Employee development
- Stakeholder management
- Technology innovation
- Conflict resolution strategies
Professional Development
McKinsey Academy – Accelerated Management Program, Adaptability and Resilience, Problem Solving, Business Strategy
Timeline
Customer Experience Coach
RYNO Strategic Solutions
10.2024 - 07.2026
OMNICHANNEL OPERATIONS AND SERVICES SUPERVISOR
Best Buy
11.2021 - 04.2024
OPERATIONS SUPERVISOR
Best Buy
08.2014 - 11.2021
BEST BUY MOBILE MANAGER
Best Buy
01.2012 - 08.2014
University of Texas At San Antonio