Sandina Selimovic
San Jose,CA
Summary
Results-driven and highly motivated leader with extensive experience in team development, process improvement, and operational management. Skilled at coaching and motivating teams to consistently exceed KPIs, optimizing workflows, and ensuring alignment with organizational goals. Proven track record in managing multi-million dollar businesses, driving performance through data-driven insights, and fostering a culture of continuous feedback and development. Experienced in building strong cross-functional relationships, resolving client and team challenges, and implementing customer-centric initiatives to enhance satisfaction and drive sales growth. Adept at project management, balancing day-to-day operations with long-term strategic priorities, and leveraging data to inform decision-making. Recognized for driving talent development, promoting from within, and creating high-performing teams. Passionate about delivering exceptional customer service and achieving business objectives.
Overview
12
12
years of professional experience
Work History
Team Lead
Indeed Hire
02.2022 - Current
- Motivated and coached team members to consistently meet and exceed KPIs, ensuring proper documentation of job seeker status and client workflows
- Developed and optimized standardized workflows and guidelines for clients, ensuring compliance and alignment with organizational objectives
- Led projects focused on process simplification and improvement, driving measurable results and aligning team efforts with broader company goals
- Created Recruiting Review Templates that are used by leaders to evaluate recruiter workbooks.
- Scoped project tasks weekly, set clear milestones, and ensured timely delivery of outcomes, balancing day-to-day operations with long-term strategic priorities
- Fostered strong relationships across teams and with clients to identify pain points, drive solutions, and enhance client satisfaction
- Provided coaching and mentorship to team members, focusing on professional development and maximizing team productivity
- Managed the development of client-focused processes to ensure job seekers met client requirements and expectations
- Utilized data-driven insights to inform decision-making, balancing short-term needs with long-term goals
- Stayed well-informed about client objectives and overall KPIs, guiding the team to secure the highest billable outcomes in Q1 for the Hire organization.
- Developed a new process flow, trained the team on the new recruiting process, and delegated the necessary tasks accordingly within 24 hours of acquiring a new client.
Customer Service Manager
Nordstrom
11.2012 - 05.2020
- Managed a team of 80+ customer service representatives and managers, fostering a positive work environment focused on teamwork and collaboration.
- Manage a $10M Buy Online, Pick Up in Store business, analyzing metrics and trends to optimize department and store operations.
- Generate KPI reports to track and improve key performance metrics, using MS Office and spreadsheets.
- Utilize Workday HCM for recruitment, onboarding, and performance management.
- Promote Service Experience initiatives, including Nordstrom Rewards, gift cards, and order pickups, to drive store volume.
- Educate staff on tools, systems, and processes to enhance the customer experience and increase sales.
- Handle internal and external escalations, ensuring timely resolution of customer and team issues.
- Foster cross-functional relationships with merchandising and store teams to drive customer-focused changes.
- Oversee cashroom operations and ensure accurate register balances daily.
- Support financial management and budgeting to drive efficiency and continuous improvement.
- Ensure compliance with customer security and privacy policies.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Department Manager
Nordstrom
11.2012 - 05.2020
- Led a team of 40+ sales people and managers to consistently achieve or exceed performance targets.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Enhanced team productivity by implementing streamlined workflow processes.
- Designed and delivered regional training programs for lingerie and prosthesis sales, enhancing team knowledge and performance
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Promoted 20+ employees into leadership roles, fostering a culture of growth and talent development
- Strategically executed merchandising plans to maximize product placement, drive sales, and enhance the customer shopping experience
- Organized high-impact in-store and external events, boosting visibility and generating increased business
- Developed and executed business plans to align with department and store objectives, consistently achieving growth targets
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
Education
Associate of Arts - Business Management
DeAnza Collage
Cupertino06-2012
Skills
- Customer focus
- Coaching and mentoring
- Process improvement
- Talent acquisition
- Teamwork and collaboration
- Performance evaluations
- Leadership
- Decision-making
- Working collaboratively
- Reliable and trustworthy
- Team building
- Organizational skills
- Leadership
- Talent development
- Skilled multi-tasker
- Performance improvement
Languages
Croatian
Native or Bilingual
Timeline
Team Lead
Indeed Hire
02.2022 - Current
Customer Service Manager
Nordstrom
11.2012 - 05.2020
Department Manager
Nordstrom
11.2012 - 05.2020
Associate of Arts - Business Management
DeAnza Collage
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