Customer Service Sales

J. Elaine Santiago

***** ********* ******* ***** • Potomac Falls, VA 20165 • 732-***-****

**************@*****.***

2016

Dear Sir or Ma’am

I am seeking the opportunity to apply myself to the vacant Full Time Management position to capitalize on my professional experiences and advance within Retail or Hospitality Management. A Full time management position seems an ideal fit for me due to my experience and career aspirations. I now desire a fresh challenge, with the possi- bility of progression to enable me to fulfill my career goals and build upon my management experience. As my resume reflects, I have over 5 years’ experience in Restaurants management as well as Retail at flag- ship locations such as Capitol concierge, Abercrombie & Fitch, Nike, Disney Springs Planet Hollywood and American Girl. I have roughly managed 9 plus locations thru out the US in which I have been able to visit and manage. I also have had the ability to manage a Restaurant at Disney World outside the parks with teams of roughly 60 or more peo- ple. My career is distinguished by strong customer focus, continuous staff training, a decreased turnover and efficient streamlining of operational processes.

My accomplishments include developing associates to Managers, directing teams of up to 50 or more as- sociates. Setting targets and achieving sale goal, decreasing turnover by 30% over a period of 18 months. I have also made it an achievement to raise customer service standards as well as turnover staff morale within the group’s fran- chised Retail and Restaurant locations.

I believe I am a suitable candidate for the position in view of my background, experiences and successful track record. Meanwhile, I look forward to hearing from you at your earliest conveniences. Please be advice I am looking to relocate to be closer to family and friends. If given a position I can relocate in the next 30 days with or without reloca- tion assistance.

Sincerely,

Jacquelyne Santiago

Jacquelyne Elaine Santiago

46487 Hampshire Station Drive • Potomac Falls, VA 20165 • 732-***-**** **************@*****.***

REFERENCES Available Upon request includes Reference letters EDUCATION

University of Central Florida, Orlando FL (BA Business Management & Marketing), (Masters Marketing) (2012-2015) Concentration in: Fashion Merchandising, Spanish and Communication. Catholic University of America, Washington DC (Undergrad Nursing) (2010-2012) WORK EXPERIENCE

Capitol Concierge, Concierge Manager, Leesburg VA May 2016-present

Capitol concierge is the #1 and largest provider of concierge services for commercial, residential and condominiums. Manage two residential locations with a team of 18 people with a low turnover rate of 25%

As a concierge manager with Capitol Concierge, I lead a team of 18 concierges; with that team we provide superior service 100% of the time while maintaining appropriate rapport with property management. Managed a team of 18; as team we handle day to day desk operations, document information about the building and their residents and promote various activities and or events as directed by the association.

Coordinating corporate and individual requests including but not limited to: meeting/event planning, personal/corporate gifts, event tickets and entertainment, flowers, gift baskets, limousine/jet charters, auto detailing and more. Abercrombie & Fitch: Assistant Store Manager. Tysons, VA/Orlando, FL Dec 2014- May2016

Developed and coached entire staff on business strategies and in depth customer service to bring this store into top sales productivity standing within the district after four month of employment.

Recruited, interviewed, hired and trained more than 80 associates on strong interpersonal communication skills, relationship based selling techniques, customer service, merchandising and basic operations, I managed to take a store that was under staffed to a fully staffed store. Combined strong analytical and problem solving skills to restructure and organize merchandise layouts within the store to increase business productivity and sales. Conducted site visits to other stores within the district to help assess inventory procedures, merchandise layouts, business metric plans and supervise implementation of recommended change strategies including orienting new man- agement staff and training tenured managers

Managed a successful Black Friday which surpassed projected sales of $115K and also saw a 93% increase in December Sales. Nike Team Lead : Leesburg VA May 2016- Present

Inspired each and every team member to perform and produce their best and determined the duties and responsibilities of individuals in a team.

While working with management besides leads we met sale goals and projections. With new styles of management and customer service training being implemented we increased sales by 45.6% from last year and doubled sales plans from last year’s LYP.

Analyzed the individual performance of each team member and motivated them to perform even better, decreased the locations original turnover rate from 20.5% turnover to an 18.7% turnover rate. While doing that I increased the customer service feedback and decreased the negative feedback by 20%.

Organized training workshops to improve the performance of the members who were lagging behind in terms of performance. Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.

Walt Disney World Planet Hollywood Hostess Lead Manager, Buena Vista, FL Oct 2013 - Oct 2014

Managed a 4.9 million dollar high volume restaurant in the center of downtown Disney

Consistently exceed daily, weekly, and monthly sales targets while maintaining costs and keeping employee turnover low Behavior Therapist, Pieces Fit Interventions, Lake Buena Vista, FL 0ct 2013- Apr 2014

Certified Behavior Therapist and Shaped Behaviors of special needs Children. Took the initiative to develop other coworkers in different behavioral tactics such as; trial training, verbal, Pivotal response trainings

Directed behavior part of clinic with scheduling, developing others including special need children, shaping others. Assistant Store Manager, American Girl, (VA to FL) Mar 2011-Aug 2013

Started the position in Virginia while attending College in DC and when I transferred to Florida for school I transferred with my position.

Managed both store and bistro in the district after the three month of employment. Took the initiative to create a new detailed business metric report for the district manager, showing current trends and plans for future business strategies to increase sales and productivity after 6 weeks. Increased the store and bistros total sales by 9.8% com- paratively to last year’s trending total sales within 29 weeks and managed a successful Black Friday which surpassed projected sales and increased sales by 87%. Fords Fish Shack Lead Hostess Ashburn Va Jan 2009- Aug 2010

Arranged a successful large gathering hosting 150 customers by providing them with exceptional food and beverage services within a two hour period

Increased customer base by 33% in a single year by employing exceptional customer service tactics which became popular through word of mouth and ended up in attract- ing more customers to the restaurant

Trained new hires as hosts and hostesses for deployment to the restaurant’s offshore branches and accommodated several special setting requests for customer events in accordance to set instructions

INTERNSHIPS

Fashion Show Volunteer/Intern (2012-2013)

Fashion Week Fit2 Print AI Fashion Show, open season, dressing room AI fashion Show LULAC internship (2010-2011)

Internship was very competitive. Responsible for supporting the LULAC mission, programs, and brand identity, through online communications (including website, social media, e-newsletters, and blog); print communications (including press releases, magazines, and brochures); media and public relations; and marketing and outreach campaigns.

LEADERSHIP EXPERIENCES

Delta Zeta Sorority Recruitment Director

Encouraged participation in charity functions put together by other sorority houses benefiting the American heart Association, Make a wish foundation, The Riley Children’s Hospital and many others.

RELATED SKILLS

Fluent in Spanish Language (conversation, reading, and composition)

Proficient in using the following software: Windows and iOS operating systems, Microsoft Office Suite (PowerPoint, Word, Excel, Access, Outlook); also adept at using the internet to conduct research

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