Natalya Godla
Costa Mesa,CA
Summary
Customer Manager offering over 10-years track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Strong people management skills, coach, lead and develop employees. Excellent steady record of ensuring positive and inspiring attitude to lead, develop and promote employees.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
VS&CO
12.2020 - Current
- Leading and demonstrating company values within the store
- Delivering exceptional customer service experiences through coaching, zoning, team selling, personal selling. Improved top- line product results ( bras) by 10 % in the first 4 months
- Conducting weekly associate observations
- Linking results to behaviors and actions to drive top-line sales ( bras)
- Managing labour hours within the store to drive top sales and profits
- Responsible for overall appearance and presentation of brand by maintaining visual merchandising standards
- Collaborating with sales leadership team to ensure seamless communication and execution of any action required by the brand
- Demonstrating and leading company policy and procedures
- Responsible fro Floor set Mapping for upcoming visual brand guides, product launch support, staffing, onboarding, training and developing team , shipment and processing
- Coached and promoted high-achieving sales employees to fill leadership positions with qualified staff and boost company growth. Responsible for at least 7 promotions of sales associates into management field.
- Developed new employees and on-going performance assessment of current employees.
Store Manager
SuiStudio (SuitSupply)
11.2017 - 11.2018
- Managed sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and create customer base
- Managed inventory control, cash control, and store opening and closing procedures.
- Approved regular payroll submissions for employees.
- Managed store employees and taylor successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Responsible for visual brand guides to feature new products and drive core collections
- Communicated with both home office in Amsterdam and warehouse in China to deliver excellent service to a customer on Custom made suits orders
Men's Department Manager
COS (H&M)
01.2016 - 11.2017
- Opened and closed routines and monitored shift changes to uphold successful operations strategies and maximize business needs and success.
- Defined clear targets and objectives and communicated to other team members.
- Maintained and followed visual standards according to company requirements and brand guides
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence including shipping, processing, inventory.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Assistant Store Manager
Guess By Marciano, Guess
05.2013 - 12.2015
- Managed opening and closing procedures and made neccessary changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Trained and guided team members to maintain high productivity and performance metrics through positive coaching.
- Recruited, hired, and trained personnel to ensure high standards of customer service, consistency with clientele books to meet company's performance metrics.
Education
Bachelor of Science - Science of Communications, Interpreter of Foreign
University of Foreign Languages
Kirov, Russia05.2003
Skills
- Customer Experience Improvement
- Motivational Leadership
- Client Base Retention
- Client Interactions
- Staff Support
- Constructive Feedback
- Sales Records Management
- Conflict Resolution Techniques
- Staff Meetings
- Collaborative Environments
- Retention Management
- Team Recruiting and Onboarding
Quote
The best and safest thing is to keep a balance in your life, acknowledge the great powers around us and in us. If you can do that, and live that way, you are really a wise man.
Euripides
Timeline
Customer Experience Manager
VS&CO
12.2020 - Current
Store Manager
SuiStudio (SuitSupply)
11.2017 - 11.2018
Men's Department Manager
COS (H&M)
01.2016 - 11.2017
Assistant Store Manager
Guess By Marciano, Guess
05.2013 - 12.2015
Bachelor of Science - Science of Communications, Interpreter of Foreign
University of Foreign Languages
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