Summary
Overview
Work History
Education
Skills
Timeline
Generic

Misty Gonzales

Norman

Summary

Experienced management professional prepared for this role with strong focus on team collaboration and achieving results. Skilled in leadership, problem-solving, and customer service. Known for adaptability and reliability, with proven ability to motivate teams and drive performance. Effective in managing operations and ensuring smooth workflow in dynamic environment.

Overview

15
15
years of professional experience

Work History

First Assistant Manager

Maurices
02.2024 - Current
  • Enhanced customer satisfaction with excellent service, prompt problem resolution, and attention to detail.
  • Developed and implemented strategies for increasing sales revenue.
  • Supervised staff to ensure efficient operation of the store.
  • Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
  • Maintained cleanliness of the store environment by preforming visual inspections, and ensuring all sizes were available to customers.
  • Oversaw cash register operations including opening and closing registers, prepared daily deposits, balancing drawers and resolving inaccuracies.
  • Coordinated special events such as in-store promotions and charity drives.
  • Assisted customers with product selection decisions based on their individual needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Coordinated inventory management processes including ordering, stocking and tracking supplies.
  • Conducted regular employee training sessions to ensure consistent product knowledge and exceptional customer service skills.
  • Ensured compliance with company policies, procedures, safety rules and regulations.
  • Implemented loss prevention measures, resulting in decreased shrinkage rates and increased profitability.
  • Provided ongoing feedback and coaching for employees to aid their professional development and improve their performance levels.
  • Established rapport with customers through personalized interactions that fostered loyalty while driving repeat business.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • I am in charge of training and motivating my team by making sure they understand the company credit card exceptions. I have often role-played with my team to help create confidence and provide examples of best practices.

Boutique Team Leader

Francesca's Boutique
08.2022 - 11.2023
  • Enhanced customer satisfaction by providing personalized styling advice and recommendations.
  • Streamlined inventory management processes, resulting in reduced stock discrepancies and improved efficiency.
  • Mentored and trained new team members, fostering a supportive and collaborative work environment.
  • Efficiently resolved customer complaints by taking ownership of issues at hand while maintaining professionalism throughout interactions.
  • Managed daily cash handling procedures, ensuring accuracy in financial reporting and reducing discrepancies.
  • Optimized staff scheduling practices, ensuring adequate coverage during busy periods without compromising employee satisfaction.
  • Coordinated special events and brand collaborations, increasing store visibility within the local community.
  • Assisted customers with returns or exchanges in a prompt manner while adhering to company policies, maintaining positive client relationships even during challenging situations.
  • Increased sales revenues by implementing innovative merchandising strategies and attractive product displays.
  • Collaborated with other boutique leaders across the region for best practice sharing, driving overall improvements within our location''s performance metrics.
  • Evaluated team members'' performance regularly by providing constructive feedback and implementing necessary coaching or development plans to optimize their potential.
  • Maintained high levels of store cleanliness and organization, creating an inviting atmosphere for customers.
  • Continuously updated product knowledge to stay current on industry trends and provide well-informed advice to customers seeking assistance.
  • Implemented successful sales promotions, leading to significant growth in repeat clientele.
  • Handled escalated customer service situations with grace, patience, and empathy while ensuring the best possible resolutions for all stakeholders involved.
  • Managed team of full-time and part-time staff, trained new workers and monitored performance.
  • Collected and analyzed KPI (Key Performance Indicatiors) information to track trends and make proactive changes to business operations plans.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Managed efficient cash register operations.
  • Developed strong rapport with customers and created positive impression of business.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Used in-store system to locate inventory and place special orders for customers.
  • Recommended complementary purchases to customers, increasing revenue.
  • Led fiscal inventories to determine loss, if any, throughout the year.
  • Recruiting, interviewing and selecting suitable candidates for available positions in store.

Assistant Team Leader

Francesca's Boutique
10.2021 - 07.2022
  • Delegated tasks effectively, ensuring optimal utilization of each team member''s skills and capabilities.
  • Assisted in the development of training materials for new hires, resulting in a more streamlined onboarding process.
  • Delegated daily tasks, addressed employee questions and resolved scheduling issues.
  • Provided ongoing coaching and mentoring to junior staff members, fostering their professional growth and career advancement opportunities.
  • Supported hiring efforts by participating in interviews and evaluating candidate qualifications for open positions within the team.
  • Covered shift shortages for any shifts that were needed to keep peak times properly for business needs.
  • Developed strategies to improve team productivity, efficiency, and customer service standards.
  • Worked with customer service representatives to handle escalated customer issues.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Worked closely with management in order to develop goals for the team, which aligned with overall organizational objectives.
  • Monitored KPI's (Key Performance Indicators) to assess team effectiveness.
  • Coordinated daily operations, ensuring team adherence to company polices and procedures.

Key Holder Supervisor

Bath and Body Works, Limited Brands
10.2019 - 08.2021
  • Completed store opening and closing procedures.
  • Counted out cash drawers and balanced totals.
  • Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
  • Managed daily store operations, including opening and closing procedures, and cash handling.
  • Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
  • Addressed customer concerns promptly and professionally, leading to improved customer experiences and stronger relationships.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Maintained a clean, organized store environment that was conducive to an enjoyable shopping experience for customers.
  • Opened inventory boxes and restocked shelves.
  • Provided exceptional customer service, resulting in a high level of customer satisfaction and repeat business.
  • Accepted and processed customer returns.
  • Implemented loss prevention measures to minimize theft risks while maintaining a welcoming atmosphere for shoppers.
  • Assisted with the development and execution of employee training programs, contributing to a knowledgeable, empowered team focused on driving store success.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • incorporated product knowledge in sales process to maximize sales, units sold and dollar value of transactions.
  • I previously worked at the Outlet location as well, before being transferred to the Norman location. While at the Outlet, I was employed before and after Covid.

First Assistant Manager

Maurices
07.2010 - 03.2019
  • Enhanced customer satisfaction with excellent service, prompt problem resolution, and attention to detail.
  • Implemented loss prevention measures, resulting in decreased shrinkage rates and increased profitability.
  • Conducted regular employee training sessions to ensure consistent product knowledge and exceptional customer service skills.
  • Maintained an organized stockroom to facilitate efficient replenishment of sales floor merchandise.
  • Managed daily cash handling procedures, ensuring accuracy in transactions and maintaining financial security.
  • Provided ongoing feedback and coaching for employees to aid their professional development and improve their performance levels.
  • Established rapport with customers through personalized interactions that fostered loyalty while driving repeat business.
  • Led a dynamic team of employees, fostering a positive work environment and promoting growth opportunities.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Generated repeat business through exceptional customer service.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Participated and led fiscal inventories to determine loss, if any, throughout the year.
  • Developed staff on obtaining credit card applications and meeting company expectations.

Education

No Degree -

Craven Community College
New Bern, NC

High School Diploma -

PikeView High School
Princeton, WV
06-2000

Skills

  • Operational efficiency

  • Staff training and development

  • Goal setting and achievement

  • Sales strategies

  • Employee scheduling

  • Team building expertise

  • Budgeting proficiency

  • Decision-making capacity

  • Customer service

  • Problem-solving

  • Multitasking and organization

  • Team collaboration

  • Team leadership

  • Adaptability and flexibility

  • Workplace safety compliance

  • Customer relations

  • Recruitment and hiring

  • Task delegation

  • Coaching and mentoring

Timeline

First Assistant Manager

Maurices
02.2024 - Current

Boutique Team Leader

Francesca's Boutique
08.2022 - 11.2023

Assistant Team Leader

Francesca's Boutique
10.2021 - 07.2022

Key Holder Supervisor

Bath and Body Works, Limited Brands
10.2019 - 08.2021

First Assistant Manager

Maurices
07.2010 - 03.2019

No Degree -

Craven Community College

High School Diploma -

PikeView High School

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Misty Gonzales