Tiara K Santiago
Gainesville,FL
Summary
Seasoned professional who possesses over 8 years of extensive retail and management experience. Skilled in maximizing staff performance, customer relations, and business profitability with forward-thinking strategies. Prepared to offer knowledge and skills to fulfill dynamic, growth-oriented position with any company/organization. Efficient and industrious individual dedicated to driving optimal customer satisfaction. Recognized for reversing downward spirals by overhauling systems, processes, and training programs.
Overview
7
7
years of professional experience
Work History
Assistant Store Manager
Victoria's Secret & PINK
04.2023 - Current
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
Store Manager
The Children's Place
10.2022 - 04.2023
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Softside Department Manager
Bed Bath And Beyond
12.2021 - 10.2022
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Introduced new methods, practices and systems to reduce turnaround time.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
Customer Service Call Center Supervisor
Sam's Club - REMOTE
12.2020 - 12.2021
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
Customer Service Representative
Sam's Club - REMOTE
08.2020 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes per policies in place introduced management into calls if escalation required.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions ensuring proper follow up with management if necessary.
- Reduced call resolution time through efficient problem-solving and communication skills.
Member Service Manager
Sam’s Club
08.2019 - 08.2020
- Maintained accurate and current member account data with digital forms processing and information updates.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Review productivity reports weekly on all member frontline associates.
- Welcome new members, establishing and updating memberships - assisting associates in new sign up processes.
- Ensure smooth processes and transitions within member assist, member frontline, entry, exit, club pick up, tobacco, café, TBC, etc.
- Delegated daily tasks to over 35 employees to provide development opportunities.
Store Manager
Claire’s
11.2018 - 07.2019
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Reported to district manager regarding all store and staff issues, financial goals and sales.
- Kept inventory accurate with daily cycle counts and Monday audits to identify and resolve variances.
- Devised, deployed and monitored promotional approaches to boost long-term business success with optimal sales and profit levels.
Lead Supervisor
Ulta Beauty
12.2017 - 11.2018
- Pull Reads for Retail, Prestige, and Salon.
- Override transactions due to returns, even exchanges, price adjustments etc.
- Train new onboarding associates about the cash wrap, gwps, loyalty, credit cards, planograms.
- Responsible for checking out every guest under loyalty ask about credit card sign-ups for pre-approval and non-pre-approval guests push for sign-ups at cash wrap for store generated events and Ulta events.
- Push add-on tactic when guest visibly has one item to improve UPT percentage Count and sign off on CPU pulls.
- Push mass promotions when communicated from Corporate.
Visual Merch. Manager
Target
03.2017 - 04.2018
- Responsible for visual presentation throughout store/departments.
- Reports/Meets ETL/STL beginning and end of day delivers an amazing guest experience through setting and maintaining compelling and stylish merchandise brand presentations across Style categories.
- Maintains and remerchandised Home Trend runs and Mannequin moments using specific guidelines, tools and process direction from headquarters.
- Partner with teams to ensure Home VIAs, Home trend runs, Mannequin moments, Accessories and Apparel strike points are set accurately, full and remerchandised following Target style.
- Managed and led a team of 75+ Retail Sales Associates.
- Managed more than 445 customers during demanding sales events in an effective and gracious manner.
Education
Bachelor of Science - Business Administration And Management
SNHU
Hooksett, NHDiploma -
Lenape High School
Medford, NJ2016
Skills
- Training and development
- Mentoring and coaching
- Strategic thinker
- Energetic/Optimistic
- Payment processing
- Self-Managed
- Problem solver
- Fast paced
- Quick learner
- Mathematical aptitude
- Escalation management
- Records management
- Detail-oriented
- Recruiting and hiring
Additional Information
- CPR Certified
- 58 WPM
- References Upon Request
Timeline
Assistant Store Manager
Victoria's Secret & PINK
04.2023 - Current
Store Manager
The Children's Place
10.2022 - 04.2023
Softside Department Manager
Bed Bath And Beyond
12.2021 - 10.2022
Customer Service Call Center Supervisor
Sam's Club - REMOTE
12.2020 - 12.2021
Customer Service Representative
Sam's Club - REMOTE
08.2020 - 12.2020
Member Service Manager
Sam’s Club
08.2019 - 08.2020
Store Manager
Claire’s
11.2018 - 07.2019
Lead Supervisor
Ulta Beauty
12.2017 - 11.2018
Visual Merch. Manager
Target
03.2017 - 04.2018
Bachelor of Science - Business Administration And Management
SNHU
Diploma -
Lenape High School
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