Silvia Orellana

Elevate In-Store and Interconnect customer service experience by ensuring a safe and customer focus environment.

Driving and cultivating Culture of Selling on the sales floor, motivating associates to provide high quality customer's interactions by selling the whole project and building strong relationships by offering loyalty accelerators.

Celebrating team's success. Recognizing associates best practices for customer engagement, GET and selling behaviors with Homer Awards, GET Coins, VOC contest, VIVA Engage postings and calling out associates names praised on VOC on a daily basis.

Analyzing customer input on the VOC to identify trends and improve service metrics.

Collaborating and partnering with ASM team for associate coaching opportunities and training.

Maintaining Safety in the workplace for customers and associates.

Supervise daily operations, ensuring Store Standards and operational compliance.

Handling and resolving customers complaints.

Oversee Front End operations including ACO, Mainline, Book Ends and Service Desk. Partnering with FES and Head Cashier to ensure a smooth customer flow and outstanding customer service.

Connecting with receiving DS/team to ensure RDC trailers are received and sorted on time and move resources to support the team when required.

Oversee delivery and order picking compliance through out the day.

Ensuring Store opening / closing procedures are properly executed according to Store Policy.

Handling sick calls and coverage issues by adding or moving resources.