Customer Service Manager

Sofia Punzalan

Retail Store Manager and Event Staff

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Henderson, NV 89015

(702) 413- 2998

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SKILLS and ABILITIES

Customer Service Oriented, Communication,People and Sales Leadership,Organization and Planning skills,Team player and Collaboration, Attention into Details, Interpersonal skills, Can speak Filipino and Arabic Languages.

EXPERIENCE

Dakota Events LLC- Event Staff

March 2018 to present

● Consistently offer professional, friendly and engaging service.

● Greet, Check In and settle guest account while ensuring standard are followed.

● Assist Guest regarding Hotel Facilities and Areas in an informative and helpful .

● Follow Department policies, procedures and standards.

● Follow all the safety policies.

● Other duties

Dubai Holding Group - Retail Store Manager for Brands - Promod, Sfera And Women Secret

Dubai,UAE - October 2001 to June 2017

● Responsible for commercial Management of the shop of the shop in what concerns budgets, sales management, sales ratio and expenses

● Lead the team to deliver excellent customer service .

● Conducting daily and weekly meetings to discuss the sales objectives, sales turnover, sales results and action plan.

● Responsible for training and development of the team.

● Develop a tool and positive feedback to motivate the team by maintaining daily communications with the staff.

● Make regular assessment of the staff performance.

● Responsible for achieving sales target and profitability.

● Monitor and control stock movement regarding stock delivery, stock transfer and faulty stocks.

● Plan and organize physical inventory.

● Organize, coordinate, execute and monitor the in- shop stocks.

● Plan and organize the seasonal phasing of activity according to the concept laid by the brand.

● Responsible for proper coordination regarding the merchandising layout and concept with the visual manager to optimize sales and improve product turn over.

● Gives the Brand Manager updated on competitor’s activities and new market updates.

● Gives the Brand Manager ideas and proposals pertaining operational issues.

● Responsible for accomplishing banking and administrative systems.

● Supervise the shop maintenance and make sure it meets the established standards.

● Control and manage shop expenses, identify deviations and take improvement action.

EDUCATION

St. Theresa’s Academy - High School Diploma

1987 - Bauan Batangas Philippines.

Atlas Institute Computer Programmer - 3 months program March 1999 to June 1999 Management Development Program - Certification

2004 - Biz- Ability Human Performance Solution

AWARDS and TRAININGS

Star Seller - Award for 2015

Planning and Organization skills and Leadership Essentials - 2013 Trainings Praise Me and Customer Service Tools and Technique 20 ( Train the Trainer) 2012 Trainings

Power of Communication - 2011 Trainings

Developing your people and how to become a successful supervisor. 2010 Trainings

Customer service report achieving 100 percent on the mystery shopper survey.

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