Summary
Overview
Work History
Education
Skills
Timeline
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Susana Galang

Summary

Dynamic and results-driven retail leader with over 20+ years of progressive experience managing high-volume retail locations. Proven expertise in team leadership, operations management, customer engagement, and strategic growth. Known for building inclusive, high-performing teams and delivering exceptional customer experiences. Adept at implementing corporate initiatives while driving profitability, operational excellence, and community engagement. ________________________________________________________________________________________ CORE STRENGTHS Operations & Sales Growth Team Leadership & Partner Development Customer Experience Excellence & Human-Centered Service Profit and Loss Management & Operational Execution Brand Advocacy & Values-Based Leadership Talent Acquisition & Retention Training and Performance Coaching Conflict Resolution & Problem Solving Community Engagement

Overview

20
20
years of professional experience

Work History

Sales Service Representative

Cintas
06.2024 - Current
  • Work as a Route Service Representative in the Rental Division, managing a regular delivery route and serving as the main point of contact for customers
  • Handle the delivery and pickup of uniforms and facility products while building strong customer relationships, addressing service concerns, and promoting additional products based on customer needs
  • Maintain quality and safety standards, managed inventory, and supported contract renewals, all while working in a fast-paced, physical environment
  • Reduced scheduling conflicts by closely monitoring deadlines and proactively rescheduling appointments as needed
  • Increased customer satisfaction with consistent follow-up calls to confirm appointments and address concerns promptly
  • Facilitated smooth daily operations by maintaining accurate records of employee schedules and availability
  • Assisted in onboarding new employees, providing training resources on scheduling software usage to promote a smooth transition into their roles

Store Manager

Starbucks
10.2009 - 04.2024
  • Directed daily operations of high-volume stores, overseeing up to 25+ team members, including baristas, shift supervisors, and assistant managers
  • Grew store revenue by 20+% over tenure through improved customer engagement, product upselling strategies, and consistent execution of promotional campaigns
  • Achieved top-tier customer satisfaction scores for 3 consecutive years, consistently exceeding company benchmarks
  • Recruited, trained, and developed over 200+ partners; promoted over 30+ to leadership roles through personalized mentorship and coaching
  • Spearheaded the rollout of new product launches, seasonal campaigns, and technology upgrades (Starbuck App, mobile order/pay, electronic training and timesheets), ensuring 100% compliance and smooth execution
  • Managed all aspects of inventory, labor cost control, Profit & Loss oversight, and forecasting, resulting in a sustained 15+% reduction in controllable costs
  • Fostered a diverse and inclusive store culture aligned with Starbucks’ mission and values, leading to high employee retention and engagement
  • Maintained compliance with safety, sanitation, and operational standards; passed 100% of internal audits and health inspections
  • Built strong community relationships through local events, partnerships, and outreach, aligning with Starbucks’ social responsibility goals
  • Selected Accomplishments:
  • Increased year-over-year comparable store revenue through improved operations and team performance
  • Manager of the Year: Recognized multiple times as Manager of the Year for consistently demonstrating strong leadership, operational excellence, and a commitment to Starbucks’ mission and values
  • Honored for building an inclusive, high performing team culture, delivering exceptional customer experiences, mentoring peers, supporting district-wide initiatives, and creating meaningful connections within the community.
  • Resolved schedule conflicts swiftly, ensuring minimal disruption to operations and client satisfaction levels.
  • Collaborated with cross-functional teams to ensure accurate and efficient scheduling of resources.
  • Analyzed departmental workloads to create balanced employee schedules while meeting business objectives.
  • Managed budgetary constraints effectively while maintaining optimal staffing levels, contributing to positive financial results.
  • Enhanced scheduling efficiency by streamlining processes and implementing automated systems.
  • Developed comprehensive training programs for new employees, improving overall team performance in managing schedules.
  • Reduced staff overtime hours by optimizing schedules and minimizing conflicts.
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Generated reports and tracked data to monitor operational priorities and scheduling.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Store Manager

Max Rave Clothing
08.2007 - 09.2009
  • Assisted in managing daily store operations, including sales floor supervision, staff scheduling, and customer service
  • Supported inventory management, visual merchandising, and team training to drive sales and maintain brand standards
  • Played a key role in the successful close-out of the multiple stores across the region by coordinating final inventory, managing markdowns, and ensuring smooth day-to-day operations through the store’s final phase.

Store Manager

Limited Too Clothing
08.2005 - 07.2007
  • Led all aspects of store operations for a children’s clothing retailer, including sales performance, staff development, visual merchandising, and customer engagement
  • Recruited, trained, and supervised a team of sales associates, fostering a positive and productive work environment
  • Consistently met or exceeded sales goals by focusing on service, store presentation, and team motivation
  • Maintained high standards in inventory control, loss prevention, and operational efficiency.

Education

Medical Assistant Certification -

Newark Memorial High School
Newark, CA
2009

High School Diploma -

Newark Memorial High
2005

Skills

  • Scheduling management
  • Problem-solving
  • Goal oriented
  • Strong work ethic
  • Excellent verbal and written communication
  • Scheduling proficiency

Timeline

Sales Service Representative

Cintas
06.2024 - Current

Store Manager

Starbucks
10.2009 - 04.2024

Store Manager

Max Rave Clothing
08.2007 - 09.2009

Store Manager

Limited Too Clothing
08.2005 - 07.2007

Medical Assistant Certification -

Newark Memorial High School

High School Diploma -

Newark Memorial High

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