Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Yesenia cruz

Fort Lauderdale,FL

Summary

Motivated professional with a strong work ethic and proven adaptability in fast-paced environments. Demonstrates exceptional interpersonal skills and the ability to master new tasks quickly. Consistently meets organizational needs through organized practices and effective communication. Thrives under pressure, delivering high-quality results while supporting team objectives.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Sales Support & Merchandising

IKEA
Sunrise , Florida
11.2020 - Current
  • Managed sales floor coverage to deliver consistent, high-quality customer engagement across departments.
  • Partnered with Sales, Logistics, and Communication & Interior Design teams for effective pricing strategies and product launches.
  • Leveraged market insights to enhance product presentation, increasing conversion rates in line with IKEA’s pricing strategy.
  • Mentored sales team members on achieving business objectives and maintaining merchandising standards.
  • Ensured stock accuracy and supported promotional campaigns through interdepartmental collaboration.
  • Cultivated a team-oriented culture by reinforcing shared goals and IKEA’s core values.
  • Responded to customer inquiries to improve satisfaction metrics.
  • Employed various software (Isell, Salja, Fixa) to optimize processes and increase efficiency.

Customer Experience Leader

IKEA
Sunrise, FL
02.2001 - Current
  • Led and developed a team of five across Returns, Full-Service Handout, and Carts to enhance customer experiences.
  • Supported front-end operations during peak hours, exemplifying IKEA’s core values.
  • Promoted accountability through reinforcement of punctuality and reliability within the team.
  • Maintained a consistent floor presence to assist customers and mentor coworkers.
  • Guided the team in delivering exceptional service while meeting operational goals.
  • Managed daily store opening and closing procedures, including sales reports and performance metrics.
  • Resolved escalated customer issues with empathy, fostering brand loyalty and trust.
  • Collaborated with cross-functional teams to improve customer interaction tools and processes.

Accounts Receivable & Phone Sales/After Sales

IKEA Direct
White Marsh, MD
02.2001 - 10.2010
  • Supported launch of IKEA Direct by providing remote assistance for phone orders and product information.
  • Analyzed business customer credit profiles to assess risk levels and improve account management.
  • Created accurate invoices to facilitate timely billing processes.
  • Partnered with Dun & Bradstreet for the recovery of delinquent accounts, improving cash flow.
  • Managed delivery issues and returns while ensuring exceptional customer satisfaction in after-sales support.
  • Implemented effective solutions leading to cost reductions in operational processes.
  • Worked alongside team members to meet goals and resolve service-related concerns.

Education

GED -

Dept. of Education Extension Program
Hato Rey, Puerto Rico
07-1999

Skills

  • Sales analysis and product presentation skills
  • Collaborative teamwork across functions
  • Leadership in team dynamics and conflict resolution
  • Strategic planning and time management skills
  • Visual merchandising in retail settings
  • Problem-solving capabilities in diverse situations
  • Team building initiatives for growth and development
  • Training programs for skill enhancement and mentoring
  • First aid/CPR certification for safety preparedness
  • Decisive decision-making skills in business contexts
  • Self-directed professional attitude with initiative
  • Strong verbal communication proficiency

Certification

  • CPR certify

Languages

Spanish
Professional

Timeline

Sales Support & Merchandising

IKEA
11.2020 - Current

Customer Experience Leader

IKEA
02.2001 - Current

Accounts Receivable & Phone Sales/After Sales

IKEA Direct
02.2001 - 10.2010

GED -

Dept. of Education Extension Program

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