Summary
Overview
Work History
Education
Skills
Timeline
Generic

Petra Lopez Gonzales

Summary

Seasoned Store Manager specializing in management of retail locations. Polished professional skilled at training employees on exceptional customer service etiquette and sales techniques. Gifted in overseeing all facets of customer-facing and back-end operations. Results-driven retail management professional determined to exceed company sales goals. Successful at leveraging financial and marketing education to make smart purchasing and merchandising decisions. Forward-thinking in addressing and resolving concerns, optimizing policies and engaging with customers to promote loyalty and drive sales.

Overview

20
20
years of professional experience

Work History

Store Manager

Lowe's Home Improvement Stores
04.2018 - 12.2022
  • Managed a 64 Million Dollar store- including 6 Assistant Store managers, 14 Department Supervisors and 190+ In-store associates.
  • 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.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Supervised guests at front counter, answering questions regarding products.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Assistant Operational Manager

Lowe's Home Improvement Store
03.2014 - 04.2018
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Communicated with customers to assess satisfaction with products and services received.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Developed and maintain operational guidelines for staff.
  • Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
  • Monitored key performance metrics to identify areas for improvement.
  • Monitored employee productivity and optimized procedures to reduce costs.
  • Implemented new technology to streamline processes and improve operations.
  • Prepared annual budgets with controls to prevent overages.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • 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.
  • Assisted in recruiting, hiring and training of team members.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reported issues to higher management with great detail.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced operational risks while organizing data to forecast performance trends.

Department Supervisor

Lowe's Home Improvement Store
02.2013 - 04.2014


  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained new employees on overall company and department-specific policies and procedures.
  • Maintained stock of items, cleanliness, organization and provided excellent customer service.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Promoted culture focused on encouraging staff to develop skills and abilities.
  • Built relationships with current customers to maintain goodwill and gain additional business.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.

Assistant Operational Store Manager

Home Depot
12.2008 - 10.2012
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Created and maintained safe and secure work environments for employees.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Trained new employees on proper protocols and customer service standards.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reported issues to higher management with great detail.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced operational risks while organizing data to forecast performance trends.

Assistant Specialty Store Manager

Home Depot
10.2006 - 12.2008
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Rotated merchandise and displays to feature new products and promotions.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed detailed plans based on broad guidance and direction.
  • Defined clear targets and objectives and communicated to other team members.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.

Department Supervisor

Home Depot
03.2004 - 04.2006
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained new employees on overall company and department-specific policies and procedures.
  • Maintained stock of items, cleanliness, organization and provided excellent customer service.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Assigned tasks and established work schedules to staff to cover operational needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Built relationships with current customers to maintain goodwill and gain additional business.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Built and designed large displays weekly to promote specific products.
  • Examined logs to verify completeness and accuracy of documentation.

Head Cashier

Home Depot
01.2003 - 02.2004
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Processed both cash and card purchases and returns.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Received and processed customer payments.
  • Resolved escalated customer disputes with special actions such as discounts.
  • Assisted customers by answering questions and fulfilling requests.
  • Educated employees on register use, merchandising, and customer service.
  • Led cashiers and associates in providing thoughtful customer service.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Maintained stock to meet expected customer demand.
  • Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
  • Mentored new team members on POS system operation, customer service strategies, and sales goals.
  • Helped management develop employee improvement plans and motivate team members to continually improve.
  • Facilitated and logged store opening, closing, and shift changes.
  • Managed staffing levels to provide optimal support for cash register operations.
  • Set and updated employee schedules to fulfill gaps based on expected customer demands.
  • Mentored new team members on sales software system operation.
  • Maintained and updated security protocols for front desk operations.

Education

High School Diploma -

Highland High School
Bakersfield, CA
06.1994

Skills

  • Product and Service Sales
  • Pricing Strategies
  • Environmental Impact Management
  • Inventory Tracking and Management
  • Sales Professional
  • Performance Review
  • Product Merchandising
  • Opening and Closing Procedures
  • Loss Prevention Procedures
  • Performance Monitoring and Evaluation
  • Records Organization and Management
  • Verbal and Written Communication
  • Manage Operations
  • Business Growth Initiatives
  • P&L Administration
  • Documentation
  • Customer Relations
  • Inventory Oversight
  • Goals and Performance
  • Improve Performance
  • Program Implementation
  • Budget Controls
  • Retail Merchandise Quality Standards
  • Time Management
  • Organizational Structuring
  • Work Planning and Prioritization
  • Policies and Procedures
  • Maximizing Profitability
  • Order Management
  • Positive and Friendly
  • Root Cause Analysis
  • Outstanding Communication Skills
  • Team Leadership
  • Culture Development
  • Customer Service

Timeline

Store Manager

Lowe's Home Improvement Stores
04.2018 - 12.2022

Assistant Operational Manager

Lowe's Home Improvement Store
03.2014 - 04.2018

Department Supervisor

Lowe's Home Improvement Store
02.2013 - 04.2014

Assistant Operational Store Manager

Home Depot
12.2008 - 10.2012

Assistant Specialty Store Manager

Home Depot
10.2006 - 12.2008

Department Supervisor

Home Depot
03.2004 - 04.2006

Head Cashier

Home Depot
01.2003 - 02.2004

High School Diploma -

Highland High School

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Petra Lopez Gonzales