Customer Service Sales

ana braga

Tampa, FL . Tel 917-***-**** . ************@*****.*** .

LinkedIn/in/anabraga

Marketing, management and HR Professional

Offering more than a decade of diverse leadership experience in Retail

Management, Marketing, Merchandising, and Human Resources. Focus on

customer-centricity, cost-saving opportunities, and process improvements to

heighten quality, drive key business objectives, and expand revenue growth.

Leadership skills in Human Capital, Change Management, Operational

Efficiency, Inventory and Product management have consistently delivered

proven results. Proficient in MS Office Suite, Adobe Photoshop/Illustrator,

Gerber Technology (CAD), and NedGraphics.

PROFESSIONAL accomplishments

V Achieved $217,000 in savings by initiating and conducting a HR

workflow project that was approved by senior management and Price

Waterhouse Coopers consultants with no recommended changes.

V Rainmaker and profit driver: delivered a 51% ($333,863) sales increase

in two years; drove 4.6% increase in P&L bottom-line profitability;

saved 3% in 2010 payroll costs despite sales growth.

V 4% sales increase to LY in 2010 despite a challenged market. Ranked in

company top 10 percentile.

V Reduced shrink from 1.86% to -0.06% in 2 years; ranked in company top

10 percentile for 2010.

V Increased customer service scorecard to 88% from 75% in two years.

V Over 10 staff member succession promotions to Store Managers,

Supervisors and sales team leaders.

V Outstanding achievement rewards in Customer Service.

V Designed a couture dress inspired by a local heart disease survivor as

part of the American Heart Association's "Go Red For Women" movement.

Sketch displayed at Macy's/Aveda stores and featured at the AHA

luncheon and IADT Imagine Fashion Show; interviewed by local news

station Channel 10.

KEY QUALIFICATIONS

Business Assessment Diplomatic Communication skills Pace and Urgency

Growth Strategy Initiatives Presentation & Organizational skills Multi-

tasking

Training and Development Excellent Customer Service skills

Self Motivated

Merchandising/Inventory Management Relationship building/Conflict

Resolution Success-driven

Professional Experience

PUMA, International Plaza, Tampa, FL November 2008 - May 2011

Store Manager

Strategically managed and promoted a sales culture to achieve/ exceed sales

and profitability goals, maximize morale, and optimize productivity.

Leveraged skills in garment construction, fabrication, and design

principles to make recommendations on product design improvements.

Conducted analyses of customer profiles, buying trends, product sell-

through, and competitor information to develop a merchandise plan to

sustain growth.

Key highlights

. Maintained a stable business platform through attrition control, cross-

training, succession planning, networking, and recruiting, which

filled vacant positions in 2-4 weeks, down from 2-3 months. This

success resulted in assuming area manager responsibilities and

participating in special events.

. Exceeded 2010 sales targets by 3% to budget and 4% to 2009, and

achieved 4.6% increase in P&L profitability by spearheading a business

assessment and new strategy development in merchandise, human capital

skills, and operational best practices. Expanded top selling

merchandise categories, elevated training, eliminated inefficient

practices, and developed process mapping to assure optimum utilization

of staff, talent acquisition and position eliminations.

. District trainer and lead consultant to stores on best practices in

areas of progressive management practices, training and development

strategies, succession planning, business planning, and organizational

enhancement. Acknowledged for outstanding results in accountability

based training.

. Increased Compliance scorecard in areas of financials, administration

and safety from "failing" to "exceeding" company guideline, leading to

profitability optimization.

. Increased scorecards in shipping/receiving and inventory control

processes from a 'failing' to a 'meets and exceeds expectations'

rating, concurrently optimizing loss prevention.

. Selected as one of five managers to host the 2010 PUMA CITY World Cup

in New York City, as well as the only manager to host the 2011 PGA

Merchandise Show in Sacramento, California.

. Recognized for outstanding performance, achieving an "Exceeds

Expectations," rating in 2010.

Bebe Sport, International Plaza, Tampa, FL May 2005 - June 2008

Store Manager

Recruited, trained, and mentored a team of high-performing sales

professionals in product knowledge, visual merchandising, product design

performance and the strategies to provide custom, individual fashion

guidance to customers, solidifying customer loyalty and driving profit

performance. Evaluated merchandise inventory and conducted frequent market

analysis to ensure that the inventory met customer expectations.

Key highlights

. Top sales achiever for new stores during the 2006 holiday season for

exceeding all company sales goals.

. Created an environment of collaboration by implementing staff

recommendations on how to elevate brand awareness. This approach built

buy-in, employee loyalty and a sales-driven team.

. Delivered optimal financial performance by educating staff on loss

prevention awareness techniques. Recognized by corporate loss

prevention team for outstanding shrink control in a high-theft store.

. Selected to lead the district in sales motivation and administrative

functions during District Manager's absence.

Bank of Tokyo-Mitsubishi, New York, NY March 1998 - September 2004

Human Resources Generalist, Banking Officer

Managed high profile business lines and consulted stakeholders in

performance management, coaching/development, succession planning, employee

relations, recruiting, and restructures/eliminations. Maintained current

knowledge of all human resources management strategies/best practices,

policies, and learning styles to facilitate improved organizational

performance and mitigate employee relations issues.

Key highlights

. Recognized for strong communication and relationship management skills

with a promotion from Administrative Assistant to HR Generalist,

including assignments to high-profile business lines.

. Reduced turnover, increased succession promotions, and accelerated

turnaround in performance terminations by identifying talent,

proposing succession planning/retention strategies, and coaching

managers on performance expectation communication and position

elimination strategies.

. Saved the bank from a potential EEO claim by identifying internal

compensation inequities and proposing market/salary correction

compensations amongst similar titles and bank rankings.

. Delivered $217K cost savings by architecting a workflow project that

revamped HR processes, resulting in significant improvements in

delivery speed, quality, and accuracy.

. Awarded highest performance ranking for outstanding performance as

well as success of the workflow project.

EDUCATION

Bachelor of Fine Arts, Fashion Design & Marketing, International Academy of

Design & Technology, Tampa, FL

Bachelor of Science, Fashion Marketing and Merchandising, University of

Massachusetts, Amherst, MA

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