Nicole Montoya
San Jose,IL
Summary
Detail-oriented Retail Manager 20 years of Retail experience. Expert in retail industry protocols with proven history of leading shifts with excellent guidance and employee leadership.
Overview
9
9
years of professional experience
Work History
Retail Director
Goodwill Silicon Valley
San Jose, CA
02.2022 - Current
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Store Manager
Goodwill Silicon Valley
San Jose, CA
01.2017 - 02.2022
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- 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.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Assistant Manager
Goodwill Silicon Valley
San Jose, CA
04.2015 - 01.2017
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Store Lead
Goodwill Silicon Valley
San Jose, CA
11.2014 - 11.2015
- Answered questions about store policies and addressed customer concerns.
- Reviewed daily financial records and reports and identified deficiencies in need of attention.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
RPS (Retail Production Specialist
Goodwill Silicon Valley
San Jose, CA
05.2014 - 11.2014
- Priced quality items with effective use of control procedures and good inspection skills.
- Met customer demand by working extra shifts and consistently exceeding production quotas.
- Assisted with maintaining good manufacturing practices in Hardline production line.
- Maintained equipment in good working order by checking settings and operation, troubleshooting problems and completing basic repairs.
Education
High School Diploma -
William C. Overfelt High School
San Jose, CA05.1996
Skills
- Constructive Feedback
- Sales Tracking
- Delegation and Supervision
- Merchandise Promotion and Display
- Flexible Work Schedule
- Merchandise Quality Assurance
Timeline
Retail Director
Goodwill Silicon Valley
02.2022 - Current
Store Manager
Goodwill Silicon Valley
01.2017 - 02.2022
Assistant Manager
Goodwill Silicon Valley
04.2015 - 01.2017
Store Lead
Goodwill Silicon Valley
11.2014 - 11.2015
RPS (Retail Production Specialist
Goodwill Silicon Valley
05.2014 - 11.2014
High School Diploma -
William C. Overfelt High School
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