Lisette Feliciano

• Implemented effective protocols for customer service to maintain consistency and promote positive interactions.
• Managed escalated customer issues and resolved conflicts in a timely manner.
• Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
• Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
• Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
• Established ambitious goals for employees to promote achievement and surpass business targets.
• Resolved customer complaints regarding sales and service.
• Managed daily operations of sales department, including supervision of staff members.
• Supported sales team members to drive growth and development.

Answered customers questions and addressed problems and complaints in person and via phone. Opened and closed the store, which included counting cash drawers and making bank deposits. Built customer confidence by actively listening to their concerns and giving appropriate feedback. Delivered excellent customer service by greeting and assisting each customer. Stocked and restocked inventory when shipments were received. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.

• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Recruited and hired individuals demonstrating passion, dedication and added value to team.
• Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
• Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
• Fielded customer complaints, resolved disputes and answered questions to promote store engagement and effectiveness.
• Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
• Encouraged professional growth and talent development in associates to increase performance in all areas.
• Collaborated with department heads to identify opportunity, develop timely solutions and create action plans.
• Coached and developed store associates through formal and informal interactions.
• Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.