Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Timeline
Generic

RONALYN CASTILLO

Doha

Summary

Experienced with leading retail operations to optimize store performance. Utilizes strong leadership skills to motivate teams and enhance productivity. Track record of maintaining high standards of customer service and operational efficiency.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Retail Store Manager| In Store Onboarding Expert

Eyewa
12.2024 - Current
  • Conduct regular performance assessments, fostering continual professional development.
  • Streamlined administrative processes to optimise operational efficiency.
  • Maintain compliance with health and safety regulations, promoting safe working practices.
  • Train, and supervise staff to enhance team productivity.
  • Enhanced customer satisfaction through personalised eye care advice.
  • Reviewed key performance indicators, identifying improvement areas in business operations.
  • Coordinated visual merchandising displays to attract additional customers into store.
  • Manage rota ensuring adequate staffing coverage during all business hours.

Store Manager | Brand Training Champion

Alshaya Group
11.2017 - 12.2024
  • Knowledge in P&L.
  • Work toward maximizing profits and minimizing expenses.
  • 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.
  • 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.
  • Conduct coaching/counselling 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.
  • Handling face-to-face inquiries from customers and deal with queries and complaints.

Brand Training Champion (H&M Premium Brands)

Alshaya Group
06.2020 - 11.2024
  • Create weekly training materials for & Other Stories and COS Qatar, Bahrain, UAE and Kuwait.
  • Conduct in-store or virtual training sessions both for Managers and sales staff.
  • Act as the go-to person for training-related questions and resources.
  • Coach and mentor team members on the floor to ensure training is applied effectively.
  • Provide feedback to employees and store managers based on performance observations.
  • Gather feedback from the team on training programs and relay it to the Divisional Training Manager.
  • Track training attendance, participation, and completion.
  • Promote brand values, customer experience standards, and company policies.
  • Ensure retail teams embody the brand’s tone and service expectations.
  • Encourage a culture of continuous learning and improvement.
  • Coordinate training schedules to avoid disruption to business operations.
  • Share best practices across stores and regions.
  • Attend train-the-trainer sessions or refresher courses as required.

Accounts Acquisition

Commercial Bank
03.2015 - 08.2017
  • 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 assistance 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.
  • Conduct competitive research.
  • Ensure proper document classification.
  • Performs file backup to ensure proper storage of documents.
  • Ensure company profile, audited financial statement and other documents are well kept for confidentiality.

Associate Client Advisor and Onboarding

GL Advisor
04.2013 - 03.2015

Customer Service Specialist II (Escalations)

Singtel Optus Pty Limited
02.2010 - 03.2013

Customer Service Representative

Citi
02.2009 - 02.2010

Education

Bachelor of Science - Nursing

Emilio Aguinaldo College
04.2007

Lean Six Sigma Yellow Belt - undefined

Process Doctors Academy
08.2020

Human Resources and Administration Certificate of Completion - undefined

Philippine Integrated Institute
01.2019

Skills

  • CRM
  • Microsoft Power Point
  • Microsoft Word
  • Salesforce
  • SAP
  • Six Sigma
  • Customer service
  • Retail operations
  • Coaching and mentoring
  • Staff management
  • Process improvements

Certification

Lean Six Sigma Yellow Belt, Process Doctors Academy

Languages

English
Spanish
Tagalog

Awards

  • Eyewa Qatar - Values Ambassador Award, 2025-07-01
  • Alshaya Group - ARC Award, 2024-06-01, Given by CEO John Hadden - For YCF Training Champion
  • Alshaya Group - Sparks Innovation Gold Award, 2022-05-01, H&M Division
  • Alshaya Group - Sparks Bronze Award, 2021-06-01, H&M Division

Timeline

Retail Store Manager| In Store Onboarding Expert

Eyewa
12.2024 - Current

Brand Training Champion (H&M Premium Brands)

Alshaya Group
06.2020 - 11.2024

Store Manager | Brand Training Champion

Alshaya Group
11.2017 - 12.2024

Accounts Acquisition

Commercial Bank
03.2015 - 08.2017

Associate Client Advisor and Onboarding

GL Advisor
04.2013 - 03.2015

Customer Service Specialist II (Escalations)

Singtel Optus Pty Limited
02.2010 - 03.2013

Customer Service Representative

Citi
02.2009 - 02.2010

Lean Six Sigma Yellow Belt - undefined

Process Doctors Academy

Human Resources and Administration Certificate of Completion - undefined

Philippine Integrated Institute

Bachelor of Science - Nursing

Emilio Aguinaldo College

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