Sergio Santos
Chicago,IL
Summary
Results-driven Retail Operations Leader with 8+ years in enhancing business performance and customer engagement in premium retail and financial services. Expertise in leading high-volume operations, coaching teams, and achieving multi-million-dollar goals through operational execution. Proficient in KPI analysis, inventory management, and cross-functional collaboration, committed to delivering exceptional customer experiences and supporting brand initiatives.
Overview
10
10
years of professional experience
Work History
Assistant Store Manager
Arc'teryx
11.2022 - Current
- Streamlined vendor purchasing requests to enhance store processes and ensure compliance with company policies.
- Coordinated staff schedules, payroll management, inventory reporting, and financial transactions to maintain operational efficiency.
- Resolved complex customer account issues by coordinating with internal departments, ensuring accurate and timely solutions.
- Led onboarding, hiring, and training of new employees; maintained clear documentation for HR and payroll.
- Assisted in budgeting and expense management, ensuring accuracy in reconciliations and deposits.
- Cultivated teamwork among staff to enhance service delivery and elevate customer satisfaction.
- Help lead operations for a high-volume premium retail location generating approximately $4.4M in annual revenue.
- Drive business performance through operational leadership, coaching, and customer engagement strategies while supporting a team of 10–15 employees depending on seasonal staffing needs.
- Contribute to maintaining a historically strong ~17% store conversion rate through elevated customer experience standards and effective floor leadership.
Lead
Arc'teryx
10.2021 - 11.2022
- Oversaw scheduling, inventory tracking, and reporting to maintain organizational efficiency.
- Managed group transactions and coordinated events, ensuring compliance and accuracy throughout processes.
- Facilitated staff-management communication to align on performance goals and operational support.
- Supported the hiring process, conducted interviews, and ensured proper onboarding documentation.
Lead Associate Operations
JPMorgan Chase
04.2017 - 10.2021
- Oversaw financial transactions, vendor payments, and audit preparation to ensure compliance and efficient branch operations.
- Managed confidential client data with accuracy and discretion while collaborating with finance teams to support operational integrity.
- Trained and guided staff in operational procedures, customer service standards, and policy compliance.
- Reconciled accounts and streamlined administrative processes in partnership with management to enhance operational efficiency.
Associate Banker
JPMorgan Chase
05.2016 - 04.2017
- Resolved client financial inquiries, providing timely and accurate solutions that enhanced customer satisfaction.
- Documented account activities and transactions, ensuring accuracy that supported compliance and operational integrity.
- Facilitated branch operations through efficient data entry and balancing, contributing to streamlined reporting processes.
Education
Concentration - Business Management and Marketing
Richard J. Daley Community College
Chicago, IL12-2015
Skills
- Retail operations leadership
- Customer experience strategy
- Team leadership and coaching
- Hiring and onboarding
- Payroll and scheduling coordination
- Inventory management and reporting
- KPI analysis and performance
- Vendor coordination
- Merchandising support
- Microsoft Office proficiency
- Cross-functional collaboration
- Bilingual communication (English/Spanish)
Timeline
Assistant Store Manager
Arc'teryx
11.2022 - Current
Lead
Arc'teryx
10.2021 - 11.2022
Lead Associate Operations
JPMorgan Chase
04.2017 - 10.2021
Associate Banker
JPMorgan Chase
05.2016 - 04.2017
Concentration - Business Management and Marketing
Richard J. Daley Community College