Vanessa Corrales

• Led day-to-day retail store operations, ensuring compliance with Metro by T-Mobile policies, sales standards, and customer experience expectations.
• Drove store sales performance through goal setting, KPI tracking, and coaching strategies to meet and exceed monthly revenue targets.
• Recruited, trained, onboarded, scheduled, and supervised sales associates, fostering a high-performance and customer-focused team culture.
• Coached team members on wireless products, rate plans, device features, promotions, and sales techniques to maximize conversion and retention.
• Delivered exceptional customer service by resolving escalations, account issues, device troubleshooting, billing concerns, and service disputes.
• Managed inventory control including device counts, SIM cards, accessories, loss prevention, and shrink reduction.
• Oversaw cash handling, deposits, POS accuracy, and daily/weekly reporting to ensure financial integrity.
• Implemented visual merchandising standards, marketing promotions, and store displays to drive foot traffic and sales.
• Analyzed sales reports and performance metrics to identify trends, gaps, and growth opportunities.
• Ensured adherence to company policies, audit requirements, and operational procedures.
• Built strong customer relationships to increase repeat business, upgrades, and referrals.
• Collaborated with district leadership on performance improvements, staffing needs, and operational initiatives.

Focused on personal well-being and professional growth. During this time, obtained a Health Insurance License and maintained an active Personal Lines License. Continued developing industry knowledge through independent study and professional training.

• Managed inbound and outbound calls to provide insurance solutions to clients over the phone, addressing their unique needs in auto, home, renters, boat, motorcycle, and pup insurance.
• Assessed customer needs and provided tailored policy recommendations, ensuring full coverage while adhering to company policies and industry regulations.
• Explained complex insurance concepts in an easy-to-understand manner, ensuring clients were well-informed and comfortable with their decisions.
• Maintained a high level of product knowledge to stay up to date with industry trends, coverage options, and regulatory changes.
• Generated and followed up on leads, actively pursuing opportunities to upsell and cross-sell products, improving customer retention and satisfaction.
• Adhered to company guidelines for compliance and confidentiality, ensuring the protection of sensitive client data.
• Assessed clients needs, recommended appropriate coverage options, and ensured compliance with state and federal regulations.
• Worked collaboratively with team members to achieve sales and customer satisfaction Targets.

• Reviewed profit and loss statements to identify new marketing and promotional opportunities.
• Open and closed store set up shop for each day's operation.
• Reversed poor performing store by revising systems, processes, training programs, and personnel.
• Addressed customer complaints and strove to provide fair and satisfying resolution for each concern.
• Increases sales by 80% over previous year by responding to consumer demand and motivating team to provide excellent customer service.
• Recognized as Store Manager of the year in 2020 based on superior sales and customer satisfaction results.
• Mentored many entry-level associates to achieve leadership positions and quickly became leadership trainer for new store managers.
• Advanced store sales position, restructuring departments and modeling customer service techniques to employees.
• Managed product inventory by projecting demand for popular items based on sales and reports.
• Interviewed applicants for employment, made hiring decisions, and trained new staff.

• Packaged items safely to protect during transport.
• Picked proper items and quantities according to pick lists.
• Assisted with cycle counts to correct variances and maintain accurate records.
• Followed and promoted safety guidelines, OSHA requirements, and warehouse policies.
• Counted, sorted, or weighed incoming articles to verify receipt of items in requisition or invoices.
• Maintained an efficient and organized storage area to easily find desired items.

• Coached 10-member team to develop skills and overcome weaknesses to reach goals.
• Collaborated with team to encourage open sharing of ideas and solutions.
• Created positive team culture, nurturing creativity in problem-solving and plan building.
• Designated goals and evaluated team progress, noting success and offering team-building exercises.
• Trained employees to follow standard work and understand JDS's.
• Resolved customer issues to restore confidence and meet contract terms.
• Reviewed employees daily to determine the areas in need of improvement and strategies for correcting faults.
• Developed procedures and policies by devising strategies consistently improving process and supporting organizational goals.
• Encourages open communication and team engagement to improve employee morale.