Victoria Ortiz
Miami Gardens
Summary
Experienced in managing customer interactions and resolving conflicts, demonstrating strong interpersonal skills essential for a Brand Representative role. Regular communication with corporate offices regarding store operations and performance metrics has facilitated effective operational management. Proven ability to analyze sales data to inform pricing strategies and promotional displays, contributing to increased sales volume. Developed and implemented strategies to enhance customer service and store traffic, ensuring compliance with company policies and operational standards.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Softlines Manager
Dick’s sporting goods
Pembroke Pines
08.2016 - Current
- Resolved conflicts between customers and staff members in a professional manner.
- Resolved customer complaints or escalated issues when necessary in a timely manner.
- Communicated regularly with corporate office regarding store operations and performance metrics.
- Analyzed daily sales reports to determine best-selling items and establish pricing strategies accordingly.
- Monitored inventory levels to ensure appropriate stock availability in all categories.
- Addressed employee grievances promptly and efficiently while maintaining a professional demeanor at all times.
- Created promotional displays to attract customers' attention while increasing sales volume.
- Implemented creative solutions for operational challenges faced by the store team on a daily basis.
- Collaborated with other departments such as Visual Merchandising to maximize product placement opportunities within the store environment.
- Coached staff on effective selling techniques, product knowledge and customer service standards.
- Maintained compliance with company policies and procedures related to safety regulations, loss prevention.
- Developed and implemented strategies to increase store traffic, improve customer service and boost profits.
- Ensured that merchandise was properly labeled according to company guidelines prior to being placed on shelves.
- Conducted regular performance reviews with team members to identify areas of improvement.
- Responsible for driving sales and achieving financial goals by creating a positive customer experience.
- Oversaw associate performance through goal setting, quarterly reviews, and annual performance management.
- Executed merchandising strategies and standards to decrease time to find products.
- Selected, hired and trained highly effective team of sales and customer service professionals.
- Defined clear vision and strategy for department to meet and exceed corporate expectations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Repair Manager
Jared Galleria Of Jewelry
Miami
07.2014 - 09.2019
- Compiled performance reviews for technicians based upon their individual job responsibilities.
- Investigated customer complaints regarding defective products or services rendered.
- Established repair protocols and documented standard operating procedures for repair operations.
- Ensured that all repairs were performed according to manufacturer standards and specifications.
- Coordinated with vendors, customers, and other departments to resolve product issues in a timely manner.
- Inspected repaired items prior to returning them back into service.
- Performed administrative tasks such as creating purchase orders, generating invoices, maintaining records.
- Collaborated with staff members to identify areas where process improvements could be made to increase efficiency in the department.
- Communicated regularly with clients regarding the status of their repairs and provided feedback as needed.
Education
Some College (No Degree) - Psychology
Florida Atlantic University
Boca Raton, FLSkills
- Customer service
- Product knowledge
- Interpersonal skills
- Positive attitude
- Managing operations and efficiency
- Vendor management
- Teamwork and collaboration
Languages
Spanish
Limited
Timeline
Softlines Manager
Dick’s sporting goods
08.2016 - Current
Repair Manager
Jared Galleria Of Jewelry
07.2014 - 09.2019
Some College (No Degree) - Psychology
Florida Atlantic University