PAMELA GONZALEZ
Berwyn,IL
Summary
Results-driven professional seeking a challenging position in an environment that values experience, dedication, and excellence as the foundation for future advancement. Proven track record of leading by example and setting clear goals for the team. Prioritizes equipping the team to deliver exceptional customer service. Meticulous planning and coordination played a pivotal role in achieving Ferragamo Chicago's best year. Demonstrates unwavering commitment to clients by consistently sending them to our runway show in Milano, fostering strong and lasting relationships.
Overview
19
19
years of professional experience
Work History
Assistant General Manager
Ferragamo
03.2023 - Current
- Motivated, trained, and disciplined employees to maximize performance. 4 out of 7 sales people are in the top 10 in the country.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth. As a team we generated 40% of the business by event we pitched to our marketing team that were catered to our clients.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner. Chicago holds one of the top satisfaction surveys in the country.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention. Building a team work environment where the customers sees all the staff working together is one of our biggest wins specific to the Chicago store.
- Analyzed customer feedback data to identify areas of improvement and develop solutions. We hold the highest amount of VIC’s in the country due to us always wanting to build the relationship with our clients and always keeping them first in mind.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery. In 2023 and 2024 we had zero turnover.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability. Chicagos inventory is one of the top in the country with less shrink then same volume stores.
Sales Floor Supervisor
Ferragamo
11.2018 - 03.2023
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
- Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
- Demonstrated product and answered questions for prospective customers.
- Provided regular feedback to employees, fostering a culture of continuous improvement and professional growth.
- Mentored junior staff members, improving overall team productivity and collaboration on the sales floor.
- Ensured compliance with company policies and procedures among all team members while maintaining a positive work environment.
Sales Advisor
Ferragamo
11.2016 - 03.2018
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Increased sales by establishing rapport with customers and identifying their needs.
- Increased sales by offering advice on purchases and promoting additional products.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Created customized solutions for clients'' unique needs, resulting in enhanced customer loyalty.
Store Manager
Tumi
10.2012 - 11.2016
- Responsible for a store that has been open for 5 month
- Coming into a store with a demoralized staff due to not making targets
- Increasing in both upt and conversion over 20% since arriving
- Accountability on using the tools that the company has given in order to better the staffs interaction with the client and product knowledge that is key to selling these items
- Creating a client base that will continue to come back when we reach out in order to add on the collection that they already have
- Accountability on ensuring that their client books are filled out and that they are sending out thank you card and calling to see how the items are holding up for them
- Creating out-reach due to low traffic numbers
- Hosting monthly packing events in order for our clients to see how functional our product is and how it compares to what they currently have and are using
- Networking and recruiting champion for the city and surrounding suburbs
- This is something that I am passionate about
- Keeping a bench for positions that are available of may become available in the market
- Ensuring that I stay connected with all retails in order to recruit the best in the field
Store Manager
Lucky Brand Jeans
09.2010 - 10.2012
- Responsible for an existing store that had not made plan in over 2 years
- Assessing entire staff in order to see if they have the skill set to provide excellent customer service
- Responsible for making the store profit in one year with a 32% increase to the previous year
- It was important to assess the entire staff to see where we needed to make the changes
- Most of the staff was not very happy with the change that was made and was not even willing to give it a chance
- Really being able to manage each individual to see what they can produce and provide a clear plan to all of them as expectation and follow up that would be happening going forward
- Ensuring that the store had a 2.0 in upt and that they learned to manage their transaction in order to end with that upt every month
- This was one of the areas that I worked very hard with it was all about taking a look the final number and seeing who was bringing the total store numbers down and working with them one on one in order to bring it up
- One of the challenges at this mall was the conversion percentage versus the amount of people that are walking in and really zoning people in the right places and having a plan on the day in order for us to have the maximum amount of people on the floor during peek hours
- Having multiple successful visits with CEO, VP of stores
- Knowing and understanding my business in order the relay information on walk thru
- In charge of staffing a store for a big holiday season two years in a row
Store Manager
Levi LS&Co.
01.2008 - 09.2010
- Responsible for a new store opening in Woodfield Mall
- Projected to make about 1M
- Developing staff and managers in order to further their career’s
- Responsible for excellent customer service and implementing new training ideas
- Exceeding company expectations on the first year of business
- The newness of the store in the mall was very refreshing and fit well with the customers
- Knowledge of the product and history of the company being instilled in to every new hire
- Because the company is relatively new to the store box set up, Levi’s is mainly a whole sale business
- We had to implement new policy and procedure and define the roles of each staff member in order to become successful
- I trained every single person to those new roles
- Leading effective visits and walks for the VP’s and showing them what the store atmosphere looks like
- Organization of the store and everyone’s role in it
- Holding people accountable to their jobs and keeping it to a steady flow
- While keeping business up and moral up
Associate Store Manager
Gap
07.2006 - 01.2008
- Responsible for Kids/Baby/Maternity division of a $28 million dollar store on Michigan Ave
- Providing excellent customer service by motivating and developing a diverse staff
- Attaining sales goals and maintain a reputable level of above target performance
- Exceeding goals and consistently one of the top performing store in the Region
- Hiring the best people available from inside or outside, and assembling a talented staff
- Leading effective walks with Zone Vice President, Regional and District Managers
- Informing them about customer service feedback
- Developing Supervisors to lead the team with excellent customer service
Education
Interaction Design
Internacional Academy of Art And Design
Chicago, ILSkills
- Staff management
- Inventory control
- Operations management
- Staff development
- Team leadership expertise
Languages
Spanish
Native or Bilingual
Timeline
Assistant General Manager
Ferragamo
03.2023 - Current
Sales Floor Supervisor
Ferragamo
11.2018 - 03.2023
Sales Advisor
Ferragamo
11.2016 - 03.2018
Store Manager
Tumi
10.2012 - 11.2016
Store Manager
Lucky Brand Jeans
09.2010 - 10.2012
Store Manager
Levi LS&Co.
01.2008 - 09.2010
Associate Store Manager
Gap
07.2006 - 01.2008
Interaction Design
Internacional Academy of Art And Design
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