Suely Medina
Melrose,MA
Summary
Over 14 years of providing excellent customer service and leadership skills in Supply Chain distribution, Executive Administrative, Human Resources, Recruiting and Developing Talents. Outstanding ability in Coaching & Developing, managing projects and collaborating while driving results consistent with the business plans.
Overview
19
19
years of professional experience
Work History
Manager of Sales and Customer Experience
Macy's
03.2024 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Responsible for the sales KPI'S versus plan, Last year plan and District.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- De-escalate all customer issues, colleagues conflicts while control the controllable and pre-plan to avoid mismanagement.
Customer Experience Manager
THE HOME DEPOT
01.2020 - Current
- Managing the business flow by providing excellent customer service
- De-escalate conflicts, problems and providing clear and time manner solutions.
- Managing and owning customer metrics data and responsibilities towards goals under LTSA, LTPA, GET, VOC and VOA
- Develop and prepare associates for their next career role by building blueprints and follow-ups strategies.
- Managing projects execution with MET team, Store presentation, Safety features, Special buys, Promotions, Events and Savings based on seasonal and weather base circumstances.
- Owning sales metric achievement and set up the Store for next day success.
- Area Supervisor
- Execute strategies & Manage processes in a fast-paced work environment
- Create, build & grow culture while building strong relationships
- Responsible for training, coaching & developing associates
- Drive Results with communication establishing consistent work practices throughout the facility
- Exceed expected service metrics ensuring performance aligns with the business plan
- Facilitate monthly team meetings to communicate strategic goals and priorities
- Monitor associate interactions and provide constructive feedback to help associates achieve success
Executive Administration
Huawei Technologies – CO Africa
01.2016 - 01.2019
- Facilitated coaching & training initiatives for 350 associates to guide them to overall success
- Improved sales by 25% while cutting cost by 47% helping create record setting revenue
- Responsible for executive contracts, audits, hiring, termination, and facilitating company communication
Co-Manager
Waiting Shop Ltd CV
01.2006 - 01.2014
- Created marketing campaign while promoting sales events for all clients
- Managed shop maintenance, staff, human resources, recruiting, and associate payroll
- Responsible increasing sales up to 65%, while reducing theft
Education
Civil Construction & Architecture
Escola S. P. Cesaltina Ramos
01.2006
English Language & Literature
ELI
01.2005
Skills
- Fluent in five languages
- Logistics team leadership
- Coaching and mentoring
- Fostering strong connections
- Achieves objectives
- Positive interpersonal skills
- Process management
- Excellent Customer Service
- Human resources management
Timeline
Manager of Sales and Customer Experience
Macy's
03.2024 - Current
Customer Experience Manager
THE HOME DEPOT
01.2020 - Current
Executive Administration
Huawei Technologies – CO Africa
01.2016 - 01.2019
Co-Manager
Waiting Shop Ltd CV
01.2006 - 01.2014
English Language & Literature
ELI
Civil Construction & Architecture
Escola S. P. Cesaltina Ramos
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