Summary
Overview
Work History
Skills
Accomplishments
Languages
Timeline
Generic

Sana Altuhafi

King City,OR

Summary

Highly motivated and detail-oriented retail leader with 6 years of progressive experience managing multiple departments at Macy’s, now seeking to transition into a role in Workers' Compensation claims. Proven ability to lead investigations, resolve escalated issues, interpret company policies, and manage complex operational procedures. Adept at coaching teams, evaluating performance, and ensuring policy compliance. Ready to apply strong leadership, decision-making, and documentation skills in a fast-paced insurance environment focused on claim investigation and resolution

Overview

6
6
years of professional experience

Work History

Specialized Customer Experience Manager

Macys
11.2023 - Current
  • Led multiple store departments including Fine Jewelry, Women's shoes and Handbags , ensuring smooth daily operations, accurate inventory, and high customer satisfaction.
  • Supervised and trained new associates; acted as a mentor and lead resource for team development and performance coaching.
  • Resolved customer escalations involving policy interpretation, merchandise disputes, and service recovery with professionalism and sensitivity.
  • Conducted internal reviews and investigations related to loss prevention and inventory discrepancies; collaborated with LP managers and district leaders.
  • Managed scheduling, daily briefs, team coverage, and department goals while maintaining alignment with store-wide objectives.
  • Recognized for strong judgment and initiative during crisis situations (e.g., theft, injuries, escalations).
  • Participated in company leadership training and cross-functional task forces to improve store operations and team engagement.

Customer Experience Manager

Macys
01.2021 - 11.2023
  • Supervised daily operations in Home, Kids and women's clothing. In additional to ensuring sales functions are maximize to make revenue, customer satisfaction, and employee productivity.
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.

Operational Supervisor

Macys
01.2020 - 01.2021
  • Led the implementation of curbside pickup services during the pandemic, prioritizing customer safety and service efficiency.
  • Improved operational efficiency by streamlining processes and implementing new strategies.
  • Implemented training programs to enhance employee skills and promote professional growth.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Supported fulfillment center functions, including order picking, packing, and shipment coordination to meet customer delivery expectations.

Men's Sales Associate

Macys Department Store
06.2019 - 01.2020
  • Handled customer inquiries and complaints professionally, resolving issues promptly and efficiently.
  • Trained new associates on company policies, product knowledge, and selling techniques, enhancing overall team performance.
  • Boosted sales through effective upselling and cross-selling techniques.
  • Participated in regular staff meetings for continuous improvement opportunities within the sales team environment.

Skills

  • Conflict Resolution & Investigation
  • Policy Interpretation & Compliance
  • Interviewing & Documentation
  • Leadership & Team Mentoring
  • Cross-Functional Communication
  • Escalation & Issue Management
  • Performance Analysis
  • Multi-Departmental Operations
  • Customer & Stakeholder Relations
  • Time-Sensitive Decision Making

Accomplishments

  • Selected for Macy’s National Leadership Development Program, recognizing high-potential leaders across the organization.
  • Led team to achieve #1 ranking in Women's Shoes sales nationwide in 2024, exceeding quarterly sales targets and customer satisfaction benchmarks.
  • Regularly invited to join corporate Expert Calls as a high-potential manager to share insights, best practices, and provide feedback on strategic initiatives.

Languages

Arabic
Native or Bilingual
English
Full Professional

Timeline

Specialized Customer Experience Manager

Macys
11.2023 - Current

Customer Experience Manager

Macys
01.2021 - 11.2023

Operational Supervisor

Macys
01.2020 - 01.2021

Men's Sales Associate

Macys Department Store
06.2019 - 01.2020

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Sana Altuhafi