MELINDA CEDILLO

Hacienda Heights • 562-***-**** • ad34su@r.postjobfree.com

GROWTH-ORIENTED CUSTOMER SERVICE EXCELLENCE MANAGER

Store Manager • Senior Customer Support Specialist • Customer Service Excellence Manager

Strategic Relationship Building • Exemplary Customer Care • Revenue Optimization

Elevated Sales Growth • Strengthened Customer Relationships • Empowered Employee Performance • Sales • Call Center

Promoted A Total Of 11 Times Between Nordstrom and Target • Manager of the Year

WORK EXPERIENCE

Target Diamond Bar, California Nov 2021 - present

Executive Manager Specialty Sales

Achieved a 15% increase in store revenue by implementing upselling and cross-selling strategies, resulting in an additional $500,000 in sales.

Restructured staffing; recruited top talent, mentored for development, and promoted two employees after coaching. Handled performance reviews and task scheduling. Increased employee productivity by 25% through the implementation of performance metrics and targeted coaching and feedback.

Improved employee retention rate significantly by 32% through diligently monitoring staff engagement levels, ensuring job fulfillment among the diverse workforces.

Boosted sales by 20% by concentrating on consumer trends, fostering a welcoming atmosphere, and empowering staff to efficiently meet customer needs.

Increased customer satisfaction ratings by 15% through implementation of customer service training programs and continuous improvement initiatives.

Achieved a 20% reduction in employee turnover by developing and implementing comprehensive training and development programs.

Improved average response time to customer inquiries by 30% through effective team management and process optimization.

Managed a 20–30-member team across six departments like Style, Tech, Beauty/ULTA, Home and Seasonal; supervised all store operations from opening to closing and handled customer issues.

Enhanced team productivity by deploying practical training and motivational strategies, successfully completing current workloads 2-3 weeks ahead of schedule.

Boosted customer satisfaction rates through effective problem resolution and feedback loops, while also training employees in customer service and sales techniques.

Target Diamond Bar, California Jan 2019 - Nov 2021

Executive Manager Service and Engagement

Led successful launch of Target's Loyalty program, achieving top district results at 86%.

Increased store's CRM results by over 30% through effective management strategies.

Coordinated team tasks, workflows, and schedules for peak productivity. Excelled in preparing for events like holidays and product launches, ensuring a seamless guest experience and well-structured plans for employee excellence.

Conceptualized and instituted innovative customer service procedures and training, leading to a significant reduction in customer complaints.

Streamlined operations in a busy customer service department for smooth daily function.

Provided robust aid to senior customer service managers, enhancing company performance.

Fostered enduring customer relationships, stimulating business expansion and loyalty.

Effectively controlled store costs, strictly adhering to the assigned budget.

Handled guest issues in person, email and phone.

Nordstrom Cerritos, California May 2000 - Jan 2019

Manager

Cultivated 25+ profitable, long-term relationships with key clients through excellent customer service, achieving an average client account growth of 18% via regular servicing.

Executed strategies boosting profits, resulting in consistent 15% growth in all roles.

Inspired staff performance by leveraging individual strengths for customer satisfaction and productivity. Fostered the growth of 10+ top sellers annually and promoted 15+ employees to higher positions yearly.

Stimulated sales growth by capitalizing on upselling and cross-selling opportunities. Worked with management to improve product knowledge and selling techniques, enhancing employee confidence and sales performance.

Bolstered operational efficiency through meticulous adherence to company standards and insightful executive reports based on operational, output, and revenue data.

Maintained selling expectation goal of $75 an hour.

Trained Team Members with selling techniques and held accountable to selling goals.

Telemarketing Call Center Anaheim, California June 1999- April 2000

• Made outbound calls.

• Processed orders and payments.

• Resolved Customer issues.

• Upsold products and services

• Resolved and troubleshooted technical issues

EDUCATION

TECHNOLOGIES, CERTIFICATIONS

Technologies: Microsoft Office, CRM Software, Salesforce CRM, Google Workspace, Skype, SharePoint, Salesforce, Dropbox, Zoom, Adobe Acrobat, Microsoft Teams, HubSpot CRM, Skype for Business, SAP ERP, Trello, Zoho CRM, POS Systems

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