Nancy Pacheco
Lancaster,PA
Summary
Customer-oriented Store Manager offering over 10 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
10
10
years of professional experience
Work History
Store Manager
Soma
Lancaster, PA
04.2022 - Current
- Analyzes sales reports and KPIs to determine the needs of the business; execute business and sales strategies
- Performs and oversees basic operational activities such as scheduling, target shrink audits, physical inventory, opening and closing duties, time sheet review and payroll accuracy documents, and merchandise flow processes
- Performs all financial activities effectively and in accordance with policy, including cash handling and reporting, price changes, and merchandise handling; ensures all register transactions are completed accurately and in accordance with policy
- Ensures visual presentation, organization, and facility maintenance are representative of the Brand
- Develops a high performance culture, motivating sales team to meet assigned sales and productivity goals
- Trains and coaches to ensure selling team is fluent in all aspects of product knowledge on line and in store
- Promotes an inclusive, collaborative approach to problem solving
- Seeks personal developmental opportunities and readily solicits feedback to build leadership skill set
- Models, teaches, and promotes the Most Amazing Personal Service (MAPS) principles and standards, offering a cohesive omni channel experience
- Ensures team maintains consistent client communication through utilization of customer book, rewards program participation, and customer capture sign up
- Supports, implements, and provides follow-up for all training programs, seminars, etc
- Resolves human resources issues in a timely and effective manner
- Drives associate and team engagement by recognizing and rewarding employees for outstanding performance
Customer Service Representative
Fulton Financial
Lancaster, PA
09.2019 - 05.2022
- Managed high volume of inbound customer calls with professionalism.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Develop and maintain knowledge of all applicable state and federal banking regulations.
- Identify cross selling opportunities, provide product information to customer accordingly or refer to the appropriate department.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Participated in training sessions to enhance skills and knowledge.
- Conducted regular follow-up calls with customers after resolving their issues.
Omni Specialist/ Sales Associate
Gap Inc
Lancaster, PA
06.2017 - 04.2019
- Execute Merchandise handling processes: replenishment, shipment and markdowns by utilizing gap operational procedures
- Started as store associate, promoted to Omni specialist 1/2018
- Act as first point of contact by welcoming customers into the retail store; engage customers in short dialogue to determine their purchasing needs
- Answer customer questions about product features
- Educate all associates on operational processes, such as ship from store, loss prevention and daily operations
- Ensure all marketing and promotional signage is organized in an effective manner
- Lead and assist omni team to process online orders, ensure that online orders are picked and packed in an orderly, organized and timely manner
- Knowledge of UPS system
- Provide customers with pricing information and any special discounts or promotions that the store is offering
- Attach price tags to each item and make sure that they reflect updated price information
- Ensure that shelves are stocked properly and that all items/shelves are dusted and cleaned periodically
- Ensure the overall cleanliness and maintenance of the store
- Handle refunds, exchanges and associated paperwork
- Arrange store and window displays for products on promotion.
Junior Assistant Manager
Rainbow
Lancaster, PA
03.2014 - 04.2017
- Provide exceptional assistance to store Manager, such as train diverse employees, complete weekly deposits and payroll
- Contribute to revenue growth by helping customers accessorize, address questions or concern in a professional and efficient manner
- Assign work to and evaluate performance of non-management store personnel
- Train, develop and supervise all store personnel
- Recognize customers warmly and promptly, address any customer questions or concerns, converse with customers to determine their wants and needs in order to assist them appropriately
- Advise customers of sale items, promotional discounts, etc
- Plan and assign daily sales objectives, monitor sales performance, identify issues and solve them quickly
- Control keys to store, register terminal, dressing room, receiving area and stock room
- Adhere to company security
- Check payroll records and timecards for accuracy
- Review and process supply and service requisition
- Maintain records, process reports and Sales recap
- Audit store records
- Maintain control of inventory, including receipt of shipments, control of short forms, price changes, transfers, unit control, damages, repairs, layaways and hold control.
Education
Associate of Science - Business Management
Harrisburg Area Community College
Lancaster, PA05-2020
Diploma -
McCaskey High School
Skills
- Loss Prevention
- Recruiting and Hiring
- Customer Service
- Leadership Development
- Sales Strategies
- Policies and Procedures
- Team Leadership
- Store Merchandising
Languages
Spanish
Professional
Affiliations
- Fundraising Volunteer at transitional housing program, Clare House.
References
References available upon request.
Timeline
Store Manager
Soma
04.2022 - Current
Customer Service Representative
Fulton Financial
09.2019 - 05.2022
Omni Specialist/ Sales Associate
Gap Inc
06.2017 - 04.2019
Junior Assistant Manager
Rainbow
03.2014 - 04.2017
Associate of Science - Business Management
Harrisburg Area Community College
Diploma -
McCaskey High School
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