Ronalyn Castillo

- Managed team to deliver KPIs and compliance throughout the operation, while delivering excellent standards of customer service.

- Lead the team in executing an exceptional customer service experience, creating memorable moments, building meaningful and lasting customer relationships, increasing, and retaining customer loyalty

- Actively contributes and assists in developing strategies in collaboration with Senior Operations to increase store traffic; optimize profitability and develop high potential customers.

- Collaborate with Brand Managers to support brand awareness, establish market/store presence, and capture competitive market share and work towards implementing these strategies within the store.

- Lead the team in executing excellent after-sales experience and ensure full adherence to exchange/return policies and procedures through proper communication.

- Consistent in achieving the store sales target and increase store sales each year. Achieved 2021 BP (Business Plan).

- Manage and create own CRM.

- Conduct coaching/counseling sessions with staff to review performance and provide constructive, timely feedback. Oversee annual review process and set annual employee goals.

- Meeting sales goals by training, mentoring, motivating, and providing feedback to store staff.

- Report on buying trends, customer needs, profits etc. Propose innovative ideas to increase sales.

Brand Training Champion (COS and & Other Stories Middle East)

- Create short weekly "Your Customer First" training and other training materials for the brand.

- Support the brand in training the staff and co Store Managers.

- Support Marketing team in finalizing brands online catalogue.

- Provided training and scripts to the staff for chat/online order support.

Customer Service

- Handling face-to-face inquiries from customers.

- Deal with customer queries and complaints.

- Recruiting, supervising, and appraising staff.

Operations

- Cash Management, Point of Sale Management, Stock, Loss Prevention, Health and Safety, Store Standards (New Store process, Effective communication, Daily replenishment, Till point standards, Sale or promotion implementation, Store Price, and Office Administration.

- Communicates with excellent selling skills and setting up meetings with the clients and corporate head of the company.

- Analyze and recommend appropriate service options for specialized customer.

- Serve as a resource by providing assistants in the resolution of commercial customers complex inquiries and issues.

- Research and follow up client inquiries through interaction with clients, bankers, product partners and other staff in a timely and professional manner.

- Ensure proper document classification.

- Ensure company profile, audited financial statement and other documents are well kept for confidentiality.

Commercial Bank Retail Telesales Acquisition Project December 2015 August 2017 - Handled the project together with the AGM and Sales Manager. Created call out scripts and acquiring new customers.

- Assisted in training new team members, sharing best practices and expertise in Client Advisor role.

- Strengthened client relationships through regular communication and proactive follow-up on inquiries.

- Maintained in-depth knowledge of industry trends and products, ensuring accurate guidance for clients.

- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.

- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.

- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

- Responded to customer needs through competent customer service and prompt problem-solving.

- Implemented strategies to reduce average handling time without compromising on service quality.

- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.

- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

- Responded to customer needs through competent customer service and prompt problem-solving.

- Implemented strategies to reduce average handling time without compromising on service quality.

- Maintained high-quality service standards, ensuring positive customer feedback.

- Streamlined call handling processes for increased efficiency and reduced wait times.