Veronica Paz Borrego
Homestead,FL
Summary
Customer-oriented store manager offering several years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
17
17
years of professional experience
Work History
Store Manager
Exclusive Beauty Supplies
Miami, Florida
11.2019 - 09.2024
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Monitored inventory levels and placed orders to restock shelves.
- Developed strategies to maximize sales and profitability.
- Established customer service standards and monitored staff compliance.
- Organized promotional events to increase product awareness.
- Resolved customer complaints in a timely manner.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Planned special promotions or discounts based on market trends.
- Trained and mentored associates to teach daily tasks and procedures.
- Monitored employee performance and identified performance gaps for corrective action.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Secretary
Cool Breeze A/c
Miami, Florida
06.2010 - 04.2013
- Provided administrative support to the office manager and other staff members.
- Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Sorted mail and distributed it to appropriate personnel or departments within the organization.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Updated contact lists on a regular basis; created new contacts as needed.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Maintained organized filing system of paper and electronic documents.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
Call Center Representative
Mercantile Commerce Bank
Doral, Florida
03.2008 - 06.2010
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
Associate of Arts - Marketing
ITSU
Guayaquil-Ecuador05-1997
Skills
- Talent Recruitment
- Loss Prevention
- Supply Ordering
- Payroll Management
- Shift Scheduling
- Store Merchandising
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Store Manager
Exclusive Beauty Supplies
11.2019 - 09.2024
Secretary
Cool Breeze A/c
06.2010 - 04.2013
Call Center Representative
Mercantile Commerce Bank
03.2008 - 06.2010
Associate of Arts - Marketing
ITSU
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