Sonya Ramos
Charlotte
Summary
Results-driven Visual Merchandiser with a focus on process improvement and compliance. Created engaging displays that enhance customer interaction and drive sales. Led team management and staff training initiatives, improving customer service standards and operational efficiency. Developed effective customer relationship management strategies that elevate customer satisfaction.
Overview
5
5
years of professional experience
Work History
Zone Manager
Athome Superstore
Charlotte
05.2025 - 02.2026
- Implemented quality control measures to uphold company standards.
- Developed and implemented strategies to increase sales in assigned zones.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Identified opportunities for process improvements within the zone's operations.
- Monitored compliance with company policies and safety regulations across all locations.
- Coached store personnel on selling techniques, customer service standards.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided guidance on pricing strategies that would maximize profits while maintaining customer satisfaction levels.
- Analyzed customer feedback to identify areas of improvement for products and services.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Visual Merchandiser
Athome Superstore
Charlotte
11.2024 - 05.2025
- Developed creative visual merchandising solutions that attracted customers and drove sales.
- Designed appealing product displays to enhance customer shopping experience.
- Planned commercial displays to entice and appeal to customers.
- Implemented sustainability practices in visual merchandising materials selection and disposal.
- Collaborated with vendors to design eye-catching displays that met their guidelines.
- Collaborated with vendors to design compliant, visually appealing displays for products.
- Created innovative floor plans to maximize visibility of merchandise.
- Taught sales teams effective display coordination techniques for enhanced promotional impact.
- Taught sales staff to properly coordinate shelves and gondola displays to maximize promotional effectiveness.
- Restocked shelves with current merchandise in attractive displays to promote sales.
- Assessed inventory levels and restocked items as needed to maintain attractive displays.
- Coordinated inventory management to align merchandise availability with display needs.
- Managed cross-departmental workflows between visual merchandising and operations efficiently.
- Monitored competitor stores for effective merchandise presentation ideas and strategies.
- Monitored competitor visual merchandising tactics to benchmark and innovate beyond industry standards.
- Developed and implemented seasonal merchandising plans to reflect current trends and promotions.
- Maintained visual merchandising storage area and room to prevent damage or destruction of existing visual collateral or tools.
- Maintained a high level of organization and cleanliness throughout the store.
- Cleaned and organized display cases, shelves and aisles.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
- Used strong business acumen to increase top-line sales by merchandising top sellers and writing orders to support stock levels.
Customer Support Specialist
Athome Superstore
Greenville
08.2021 - 05.2023
- Ensured customer satisfaction through effective communication and problem resolution techniques.
- Resolved customer complaints by applying strong problem-solving skills.
- Provided product assistance and addressed order issues with clarity.
- Maintained accurate records of customer interactions in support system.
- Educated customers on product features and promotions to enhance understanding.
- Processed returns and exchanges in compliance with company policies.
- Trained new staff on customer service protocols and best practices.
- Followed up with customers post-resolution to confirm satisfaction.
Customer Service Cashier
Athome Superstore
Sanford
12.2020 - 05.2021
- Processed returned merchandise by strictly following store return and exchange procedures.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Trained and mentored new cashiers, enhancing team performance and customer service quality.
- Answered customers' questions and provided information on store procedures or policies.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Informed customers of in-store promotions or pricing specials.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Collected credit card and cash payments to complete transactions for customer orders.
- Resolved customer complaints professionally, ensuring satisfaction and fostering repeat business.
- Processed transactions accurately with cash register and point-of-sale system, contributing to efficient checkout operations.
Skills
- Sales operations and targets
- Customer relationship management
- Sales team leadership
- Operations management
- Process improvement and compliance
- Visual merchandising
- Staff development and training
- Coaching and mentoring
- Negotiation and conflict resolution
- Team leadership and professionalism
Languages
Spanish
Limited
Timeline
Zone Manager
Athome Superstore
05.2025 - 02.2026
Visual Merchandiser
Athome Superstore
11.2024 - 05.2025
Customer Support Specialist
Athome Superstore
08.2021 - 05.2023
Customer Service Cashier
Athome Superstore
12.2020 - 05.2021