ROCIO SARI FLORES
Killeen,TX
Summary
Experienced Account Manager with over 10+ years of success in building and maintaining strong client relationships, driving customer satisfaction, and achieving sales targets. Adept at coordinating cross-functional teams, negotiating contracts, and overseeing the entire sales cycle from prospecting to closing. Demonstrates exceptional communication and interpersonal skills, with a proven ability to identify growth opportunities and upsell additional services. Committed to providing excellent customer service, fostering long-term partnerships, and contributing to the overall success and profitability of the organization. Career supported with a Bachelor's degree in Business Management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retail Assistant Manager
Corporate T-Mobile
Killeen, TX
01.2016 - Current
- Developed, managed, and provided successful metrics month after month while always ensuring we are providing exceptional customer experience to our customers
- Transitioned to a different market and district where I am now helping my mobile experts excel with their individual development while still ensuring we perform and provide great customer service
- Ensured that every need the customer had while in the store was met and that employees built the customer’s confidence by making their experience comfortable by solving the whole problem
- Used visual displays and interactive devices effectively that assisted in maintaining the quality of the overall store environment and adhering to national plan-o-gram standards
- Assisted with customer-related issues that would positively impact the customer’s experience within the T-Mobile brand & expectations.
Retail Sales Associate
Auto-Zone
Glendale, AZ
03.2015 - 01.2016
- Maintains store appearance and merchandising standards as directed ensuring that merchandise is restocked and placed in their respective areas before and after working shifts
- Operated cash registers and followed established cash handling procedures and ensured assigned store tasks were completed on time on assigned shifts
- Maintained product knowledge and current promotions through AutoZone systems and information sources utilizing ZNET to help customers locate merchandise or find suitable alternatives
- Communicated with managers regarding customer concerns and employee matters providing honest and trustworthy advice to customers regarding the best products that fit the customers’ expectations
- Built and maintained strong relationships with clients, understanding their automotive needs, preferences, and business objectives to provide customized solutions and ensure client satisfaction.
Account Manager
Discover Card
Phoenix, AZ
12.2014 - 03.2015
- Responsible for handling routine customer service inquiries and problems via telephone, digital, or chat channels through effective communication and problem-solving skills
- Provided superior level customer relations and service, ensuring compliance with bank policies and procedures as well as all applicable state and federal regulations
- Promoted and supported customer service and business growth by implementing and maintaining policies, procedures, and performance metrics designed to ensure effective oversight and service
- Demonstrated effective sales strategies to attract, expand, and retain customer relationships and guided personal bankers to achieve sales objectives through action planning
- Serve as a senior point of contact for customers, providing expert assistance, information, and support related to Discover Card Financial products and services.
Retail Sales Associate
K-MOMO
Glendale, AZ
01.2013 - 12.2014
- Generate weekly selling reports and business analysis to track selling, identify key trends, maximize opportunities, and minimize liabilities to achieve continued growth and profitability in the clothing industry
- Fostered client relationships through knowledge of current trends, styling, and selling techniques by executing a strategy that prioritizes client experience and delivers exceptional results
- Assisted in all areas of stock, shipping, receiving protocol/policies, and all shipping/ receiving related paperwork and assisted in the maintenance of all inventories in the stockroom and on the selling floor
- Provide the highest customer-level experience to the K-MOMO customer, by greeting each customer and approaching the last steps of the customer’s purchase in a warm and friendly manner
- Comply with all Point-of-Sale policies and procedures by properly executing all cash handling procedures and relevant register functions.
Education
Bachelor’s Degree - Business Management
University of Phoenix
01.2024
Human Resources Management Certificate - Human Resources Management
University of Phoenix
Tempe, AZ01-2023
Associate Degree - Criminal Justice
University of Phoenix
01.2022
High School Diploma -
Apollo High School
Glendale, AZ05-2014
Skills
- Leadership
- Problem-Solving
- Schedule Management
- Employee Development
- Operations Management
- Training Development
- Process Improvement
- Networking
- Customer Service
- Policy Implementation
- Retail Operations
- Marketing strategy
- Human Resources Management
- Business Administration
- Sales strategy development
Certification
Human Resource Management Certificate, University of Phoenix, 2023
Technical Competencies
Microsoft Office Suite 365 (Word, Excel, PowerPoint, Outlook), Adobe PDF, Acrobat Reader, Mac / Microsoft Windows
Contributions
- Customer Experience Enhancement: Leading initiatives to enhance the overall customer experience by implementing customer feedback, conducting satisfaction surveys, and implementing improvements.
- Performance Management: Establishing performance metrics, monitoring employee performance, providing constructive feedback, and implementing performance improvement plans to drive continuous improvement.
- Employee Engagement: Fostering a positive and inclusive work environment that promotes employee engagement, satisfaction, and retention through effective communication, recognition programs, and career development opportunities.
Languages
Spanish
Professional
References
References available upon request.
Timeline
Retail Assistant Manager
Corporate T-Mobile
01.2016 - Current
Retail Sales Associate
Auto-Zone
03.2015 - 01.2016
Account Manager
Discover Card
12.2014 - 03.2015
Retail Sales Associate
K-MOMO
01.2013 - 12.2014
Bachelor’s Degree - Business Management
University of Phoenix
Human Resources Management Certificate - Human Resources Management
University of Phoenix
Associate Degree - Criminal Justice
University of Phoenix
High School Diploma -
Apollo High School
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