Summary
Overview
Work History
Education
Skills
Timeline
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Monica Gonzalez

Victoria

Summary

Dynamic Operations Manager with 14 years in customer service, 12 years of retail management, and a proven track record at Sephora, excelling in performance management and team leadership. Spearheaded initiatives that enhanced operational quality and employee engagement, driving significant improvements in customer satisfaction. Adept in sales strategies and social media marketing, fostering a motivated workforce to achieve ambitious targets.

Overview

7
7
years of professional experience

Work History

Operations Manager

Sephora
04.2024 - 05.2025
  • Analyzed and reported on key performance metrics to senior management.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Co Manager

Ulta Beauty
06.2021 - 03.2024
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Created weekly schedules based on period payroll budgets.
  • Conducted recruiting, onboarding, and training for new team members in company policies, procedures, and visual standards.
  • Meet sales, loyalty, credit card and campaign goals; bringing location to top 5 in entire company.
  • Use Microsoft Word, Excel, and Powerpoint to create monthly business overview.

Curbside Lead

HEB
05.2018 - 06.2021
  • Coordinates Department activities in the absence of the lead or manager.
  • Reviews and maintains retail control paperwork for eCommerce.
  • Communicates with Manager or Store Leadership on any issues or concerns as they arise.
  • Supervises, coaches, develops, and trains eCommerce team.
  • Uses a digital tool to select items necessary to complete order from store, to pack and put away customer orders in staging area, to retrieve orders for Customers, review customer orders, and communicate changes and / or adjust orders.

Education

Psychology

University of Houston- Victoria
05-2027

Skills

  • Performance management
  • Sales background
  • Problem-solving
  • Team leadership
  • Customer service
  • Decision-making
  • Planning and implementation

Timeline

Operations Manager

Sephora
04.2024 - 05.2025

Co Manager

Ulta Beauty
06.2021 - 03.2024

Curbside Lead

HEB
05.2018 - 06.2021

Psychology

University of Houston- Victoria

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Monica Gonzalez