Summary
Overview
Work History
Education
Skills
Languages
Timeline

NORBERTO MISSE

San Francisco,CA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

22
22
years of professional experience

Work History

Service Experience Manager

Nordstrom, INC.
10.2021 - 10.2023
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Relationship Coordinator

Nordstrom, INC.
05.2021 - 10.2021
  • Built and maintained positive relationships with customers to increase revenues and support business goals by utilizing strategic plans and providing outstanding customer service, supported customers and employees by being a hub of information, maintaining and analyzing sales, budget reports and spreadsheets, coordinated customers events as well as employee events, which included meetings and rallies.

Service Experience Assistant Manager

Nordstrom, INC
01.2020 - 05.2021
  • Met with customers to discuss service needs and offer available solutions resolving customer complaints in professional and timely manner, implemented strategies to increase customer service satisfaction ratings, trained new hires on standards, efficiency, and conflict resolution for best-in-class customer service, created employee schedules, monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Flex Team Manager

Nordstrom, INC
11.2019 - 01.2020
  • Supervised a team of 35 members from a job placement agency that brings people with different abilities into the workforce, coached and trained team members, increasing quality of work and employee motivation by cultivating a positive, productive team environments and facilitated meetings to communicate team performance goals and results.

Independent Stylist Coordinator

Nordstrom, INC.
03.2017 - 11.2019
  • Assisted outside stylists scheduling customer appointments and rearranged individual time slots to meet demand and create memorable experiences by organizing sales area and fitting rooms to showcase products and boost sales, recorded notes for future reference about customer preferences and services delivered including spa appointments and dinner reservations, processed payments, entering sales in register for prompt customer service.

Service Experience Specialist

Nordstrom, INC
09.2010 - 03.2017
  • Delivered exceptional customer service demonstrating empathy to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences by responding, offering excellent support by investigating and resolving customer requests and inquiries in a timely manner.

Cash Room Specialist

Nordstrom, INC
07.2006 - 09.2010
  • Balanced safe, prepared tills and register bags for next sales date, prepared bank deposits, corporate cash shipments, trained new employees on proper cash routines, presented audit findings to Corporate Sales Audit and Asset Protection after investigating inconsistencies and reviewing results and paperwork. Operated Glory, Cash Balancing and Transaction Tracking to input financial data and produce reports.

Restaurant Manager

Mozzarella di Bufala Pizzeria
11.2001 - 08.2009
  • Carefully interviewed, selected, trained, and managed new hires, payroll and timekeeping, daily sales transactions, invoices, managed inventory and ordered appropriate supplies for adequate stock levels. Responsible for promoting positive atmosphere by meeting and greeting customers and went above and beyond to guarantee each customer received exceptional food and service, while encouraging feedback to implement positive changes within the restaurant.

Education

Bachelor of Arts - Marketing And Journalism

Universidade Casper Libero, Sao Paulo, Brazil
11.1995
  • Relevant Coursework: Forensics Journalism
  • Study Abroad: Santa Barbara, CA, USA, ESL, TOEFL

Skills

  • Customer Satisfaction
  • Customer Needs Assessments
  • Customer Inquiries
  • Negotiation and Conflict Resolution
  • Driving Continuous Improvement
  • Performance Goals
  • Scheduling and Coordinating
  • Employee Coaching and Mentoring
  • Staff Retention
  • Sales Transactions
  • POS Inventory System Operation

Languages

Portuguese
Native or Bilingual
Spanish
Professional Working

Timeline

Service Experience Manager - Nordstrom, INC.
10.2021 - 10.2023
Customer Relationship Coordinator - Nordstrom, INC.
05.2021 - 10.2021
Service Experience Assistant Manager - Nordstrom, INC
01.2020 - 05.2021
Flex Team Manager - Nordstrom, INC
11.2019 - 01.2020
Independent Stylist Coordinator - Nordstrom, INC.
03.2017 - 11.2019
Service Experience Specialist - Nordstrom, INC
09.2010 - 03.2017
Cash Room Specialist - Nordstrom, INC
07.2006 - 09.2010
Restaurant Manager - Mozzarella di Bufala Pizzeria
11.2001 - 08.2009
Universidade Casper Libero - Bachelor of Arts, Marketing And Journalism

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