Nicole Gonzalez
Mill Creek
Summary
Assistant Store Manager of Operations with extensive experience at Forever 21, enhancing operational efficiency and customer engagement. Excelled in hiring, training, and leading teams to exceed sales goals through strategic merchandising and exceptional service. Skilled in achieving significant improvements in store performance and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Assistant Store Manager of Operations
Forever 21
09.2019 - Current
- Monitored store KPIs regularly to track progress towards goals, adjusting strategies as needed to maximize results.
- Executed successful store opening and closing procedures, ensuring all tasks were completed accurately and on time.
- Actively participate in store walkthroughs with Store Manager and district leadership to ensure the consistency and quality of service and operational execution.
- Reinforce customer service values by coaching PT Supervisors, FT Supervisors and Sales Associates.
- Work with the Store Manager and other members of management to create processes or programs in the store that will drive sales.
- Communicate regularly with the management team regarding all aspects of sales, payroll, deliverables, customer feedback.
- Ensure service, merchandising, operational standards and company credit initiates are met through company defined practices and processes.
- Managed hiring goals, assisted in talent selection, training, engagement and retention for all store employees to build a high-performing team.
- Assist with the training and development of management members from other locations.
- Assist in addressing performance by initiating and administrating action plans for FT Supervisors, PT supervisors, and Sales Associates.
- Implemented loss prevention strategies to minimize shrinkage and increase overall profitability.
Merchandising Lead
Forever 21
01.2020 - 09.2020
- Improved store aesthetics through regular maintenance of displays, signage, and fixtures, ensuring a visually appealing shopping environment.
- Executed seasonal floor sets that effectively showcased new merchandise while maintaining a cohesive store layout.
- Contributed to storewide sales goals by supporting other departments during high-traffic periods or staff shortages when necessary.
- Increased sales by implementing strategic merchandising plans and optimizing product placement.
- Enhanced customer satisfaction with focused visual merchandising techniques tailored to target demographics.
Lead of Service
Forever 21
01.2018 - 12.2019
- Supported the ongoing success of all operational and service functions within the store.
- Ensured cash handling procedures were done accurately.
- Applied excellent selling skills to engage with customers and provide knowledge of the brand.
- Lead the customer service experience by setting the pace and standards for all employees and promoting the company programs.
- Ensured service, merchandising, and operational standards are met through the company-defined practices and processes.
- Resolved customer complaints in a professional and timely manner.
- Utilized daily sales and reports to direct and prioritize tasks.
- Adapted to a fast-paced environment, capable of managing multiple priorities at once.
- Assisted other management members with the training of all new hires.
- Preformed Leader On Duty segments.
Lead of Service
Forever 21
05.2016 - 04.2017
- Supported the ongoing success of all operational and service functions within the store.
- Ensured cash handling procedures were done accurately.
- Applied excellent selling skills to engage with customers and provide knowledge of the brand.
- Lead the customer service experience by setting the pace and standards for all employees and promoting the company programs.
- Ensured service, merchandising, and operational standards are met through the company-defined practices and processes.
- Resolved customer complaints in a professional and timely manner.
- Utilized daily sales and reports to direct and prioritize tasks.
- Adapted to a fast-paced environment, capable of managing multiple priorities at once.
- Assisted other management members with the training of all new hires.
- Preformed Leader On Duty segments.
Sales Associate
Forever 21
11.2015 - 05.2016
- Use basic selling techniques to engage with customers.
- Assist with the location, availability and selection of merchandise.
- Follow the company's FIRST model to deliver a great customer service experience.
- Introduced current sales, promotions, credit card applications and other brand initiatives to gain customers loyalty.
- Completed sales transactions, returns and exchanges under company guidelines while maintaining proper accountability at the registers.
- Maintain the visual standards of the sales floor and fitting room.
- Assist in daily store recovery before, during and after store operating hours.
After-School Program Supervisor
Jubilee Reach
10.2015 - 05.2016
- Maintained a welcoming environment for all students.
- Assisted students with homework and school projects.
- Created a weekly agenda of activities for students not involved in sports.
- Assisted sports teams coaches when needed.
- Partnered with coaches and staff to improve students performance.
Education
High School Diploma -
Sultan High School
Sultan, WA06.2015
Skills
- Operational Efficiency
- Customer Service
- Store Opening and Closing
- Customer Service and Engagement
- Time Management
- Problem-Solving
- Attention to Detail
- POS Systems
- Hiring and Training
- Effective leader
Languages
Spanish
Native or Bilingual
Timeline
Merchandising Lead
Forever 21
01.2020 - 09.2020
Assistant Store Manager of Operations
Forever 21
09.2019 - Current
Lead of Service
Forever 21
01.2018 - 12.2019
Lead of Service
Forever 21
05.2016 - 04.2017
Sales Associate
Forever 21
11.2015 - 05.2016
After-School Program Supervisor
Jubilee Reach
10.2015 - 05.2016
High School Diploma -
Sultan High School
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