Rosanna Silva
Miami Beach,FL
Summary
Experienced Store Manager skilled in overseeing retail operations, from opening to closing procedures, banking, merchandising, and recruitment. Drives efficiency and productivity to consistently surpass expectations. Exceptional sales professional with outstanding communication and relationship-building abilities.
Overview
7
7
years of professional experience
Work History
Area Retail Sales Manager
Beach Bunny Swimwear
Miami, FL
06.2019 - Current
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Performed regular audits to ensure compliance with company standards.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Coordinated stock replenishment processes as needed based on sales trends.
- Drafted detailed reports on store performance for upper management review.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Initiated new product training sessions for employees to improve product knowledge.
- Organized merchandise displays according to seasonal promotions or special events.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Performed daily operational duties such as recruiting, training, scheduling, employee relations, payroll tracking, and inventory control.
- Conducted regular meetings with staff members to discuss business strategies and initiatives.
- Implemented new policies and procedures for increased efficiency of store operations.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Boosted security throughout store to reduce shrink and discourage theft.
Customer Service Manager
Club Monaco
Miami, FL
10.2017 - 05.2020
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated and authenticated returns, exchanges and voids.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
Some College (No Degree) - Management
Miami Dade College
Miami, FLSkills
- Performance monitoring
- Cost Control
- Profit and Loss Management
- Sales Growth
- Merchandise Strategizing
- Hiring and Training
- Store Opening and Closing
- Multi-location management
- Hiring and recruitment strategies
- Store operations
- Culture development
- Profit maximization
- Partner collaboration
- Management
- Team recruitment
- Floor oversight
- Training and mentoring
Timeline
Area Retail Sales Manager
Beach Bunny Swimwear
06.2019 - Current
Customer Service Manager
Club Monaco
10.2017 - 05.2020
Some College (No Degree) - Management
Miami Dade College
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