Susana Luna
San Diego,CA
Summary
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Overview
22
22
years of professional experience
Work History
Assistant Manager
Carter's
San Diego, CA
10.2021 - 01.2025
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Established processes for monitoring customer satisfaction levels.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Delegated work to staff, setting priorities and goals.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Monitored employee attendance records, timekeeping, and payroll information.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed a system for tracking inventory and ordering supplies as needed.
- Communicated regularly with customers to gain insights into their needs.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Collaborated with management on developing strategic plans for achieving business goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Analyzed business performance data and forecasted business results for upper management.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Created reports on sales trends, inventory levels, and financial data.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Supervised daily operations including scheduling shifts, assigning duties.
Co Manager
Ann Taylor Factory
San Diego
03.2019 - 08.2021
- Conducted performance evaluations, providing feedback and coaching for team development.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Managed day-to-day activities such as scheduling shifts, assigning tasks, and evaluating progress.
- Analyzed market trends and competitor activity to inform business strategy.
- Trained employees on additional job positions to maintain coverage of roles.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Analyzed business performance data and forecasted business results for upper management.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Streamlined communication channels, improving information flow and decision-making speed.
- Analyzed financial data to identify areas of improvement and implement strategies to increase profitability.
- Ensured safety protocols were followed at all times.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Delegated work to staff, setting priorities and goals.
- Analyzed sales data to identify trends and areas for improvement.
- Monitored daily operations to ensure efficient workflow.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Established procedures for handling returns and exchanges efficiently.
- Responsible for training and supervising staff, delegating tasks, and resolving customer complaints.
- Recruited and hired qualified candidates to fill open positions.
- Performed weekly audits of cash registers to detect discrepancies in transactions.
- Recruited new staff members through job postings, interviews, and references checks.
Vault Shipping Receiving Teller
Garda World Cash Logistics
San Diego, CA
06.2016 - 02.2019
- Reported daily averages and shortages to operations department.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Maintained confidentiality of bank records and client information.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Identified transaction errors when debits and credits did not balance.
- Maintained accurate records of all transactions and customer interactions.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Maintained accurate records of all transactions for compliance purposes.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Worked with cross-functional teams to achieve goals.
- Worked effectively in team environments to make the workplace more productive.
Cashier Team Lead
Dick's Sporting Goods, Inc
, CA
09.2014 - 05.2016
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Trained new cashiers on proper use of registers and store policies.
- Counted and balanced cashier drawers.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Processed payments promptly for customers to exceed productivity standards.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Assisted cashiers with resolving customer complaints and inquiries.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Coordinated with other departments when additional support was needed during peak hours.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Greeted customers promptly and responded to questions.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Participated in weekly meetings to discuss upcoming promotions, initiatives, and strategies.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
Sales Lead Keyholder
DSW Shoe Warehouse
San Diego, CA
09.2009 - 08.2014
- Handled customer inquiries and complaints with professionalism and patience.
- Greeted customers and provided assistance with product selection.
- Handled returns and exchanges according to company policies.
- Assisted customers in locating items within the store or online through use of technology resources.
- Assisted in general housekeeping to maintain store image.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Created monthly reports for management regarding sales performance and customer feedback.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Performed opening and closing duties including counting cash drawers and preparing bank deposits.
- Provided feedback on employee performance evaluations as needed by management team members.
- Participated in weekly team meetings to discuss upcoming promotions, events, and initiatives.
- Placed special orders or called other stores to find desired items.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
Stock Lead
DSW Shoe Warehouse
08.2004 - 09.2009
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Reviewed inventory levels and replenished stock as needed.
- Tracked outgoing orders to provide shipping status to customers.
- Directed team members to ensure efficient stocking of shelves.
- Assisted customers with product selection and answered questions regarding product features or benefits.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
- Compared merchandise invoices to items actually received.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Instructed new employees on proper stocking techniques.
- Created in-store displays for promotional items.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
- Ensured all products were priced accurately and displayed properly.
- Oversaw the unloading of merchandise from delivery trucks.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
Sales Associate
DSW Shoe Warehouse
San Diego, CA
08.2002 - 08.2004
- Assisted customers with product selection, sizing and styling.
- Greeted customers to determine wants or needs.
- Upsold additional items based on customer interests and needs.
- Answered incoming telephone calls to provide store, products and services information.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Cleaned shelves, counters and tables to maintain organized store.
Skills
- Recruiting and interviewing
- Budget assistance
- Sales monitoring
- Team leadership
- Operations management
- Sales growth
- Onboarding processes
- Workday experience
- Tableau desktop
- Microsoft Word
- Multitasking
- Friendly, positive attitude
- FLUENT IN Spanish
- MS office
- Typing and 10-key entry
- Basic typing skills
- Teams
- Workday
- E-Verify
- Store operations and merchandise
- Communication
Timeline
Assistant Manager
Carter's
10.2021 - 01.2025
Co Manager
Ann Taylor Factory
03.2019 - 08.2021
Vault Shipping Receiving Teller
Garda World Cash Logistics
06.2016 - 02.2019
Cashier Team Lead
Dick's Sporting Goods, Inc
09.2014 - 05.2016
Sales Lead Keyholder
DSW Shoe Warehouse
09.2009 - 08.2014
Stock Lead
DSW Shoe Warehouse
08.2004 - 09.2009
Sales Associate
DSW Shoe Warehouse
08.2002 - 08.2004