Customer Service Team Leader
Resume:
Amador Pimentel
Burlington MA.
********.******@*****.***
SUMMARY
I am highly motivated, positive, driven, goal oriented and adapt well to change. Experienced in hiring, training and developing top talents to drive positive results. Great at multitasking, a self learner who also work very well in group settings.
Professional Experiences
Store team leader, American Eagle Outfitters Mansfield MA. 09-2023/Current
•Motivates and inspires the team by delivering a compelling vision and purpose which encompasses the company's core values.
•Consistently models the brand customer service standards to meet and exceed customers needs.
•Build relationship with associates, peers and supervisors to effectively lead positive change and results.
•Proactively seek personal learning and development opportunities to build leadership skill set and enhance individual performance.
•Recruits, hires and develops and retain a high performing management and associate team.
•Develops succession plans to ensure career paths for all associates and leaders are encouraged to pursue internal opportunities.
•Drives employee engagement by recognizing and rewarding them for outstanding performance.
•Creates and manages the execution of the stores business plan to drive KPI results and maximizes business opportunities by utilizing all resources.
•Analyzes reporting and daily sales trends to make real time strategic business decision to drive result.
•Trains and develops team on business acumen to drive business performance.
•Supports the Boston district by traveling to different stores to cover shifts, train and develop staff, execute floor sets and store leadership meetings.
•Focuses on training and developing the team on best practices, customer service and inventory control to decrease store loss internally and externally.
Executive Team Lead, TARGET, Marlborough MA. 07-2022/08-2023
Trained and developed a talented team to provide an inclusive, diverse and safe culture.
Lead strategically by creating goals and action plans to accomplish them.
Analyzed schedules to ensure proper staffing levels that met business needs.
Developed business leaders using impactful talent management tools.
Assessed and selected top talent at the hourly team members and team leader levels by reviewing candidates interviews for hire and current team members promotion.
Actively participated in the performance management process, which includes, recognizing, coaching, providing meaningful feedback, and writing and delivering performance reviews.
Focused on compliance, integrity and safety.
Effectively executed and lead the team through new initiatives and change.
Worked with team members and team leaders that drove drive up results year to date from red to green.
Supported other work stations in the building to support with unloading trucks, pushing products to the sales floor and stocking products in the backroom.
Supported the Fulfillment team by picking guests drive up and in store pick up orders.
Did a brand walk every morning to ensure the store is ready for business specially to guests and business partners.
Trained two newly hired Executive team leads for two different stores for six weeks as part of their training program before taking the role in their assigned store.
Maintained the first impression at the front end by ensuring lobby is safe and guest ready, bullseye shop is full and impactful, guest service and check lane area is clean and organized. Ensured carts and baskets are maintained for guests
Walked with health and safety inspectors to ensure store is in compliance for guests and the team.
Received a certificate for executing Q4 readiness and MVP for the store from business partners.
Participated in volunteer work to give back to the community in order complete volunteer hours allocated for the store.
Store team leader, American Eagle Outfitters Mansfield MA. 08-2018/06-2022
Motivated and inspired the team by delivering a compelling vision and purpose which encompasses the company's core values.
Consistently modeled the brand customer service standards to meet and exceed customers needs.
Built relationship with associates, peers and supervisors to effectively lead positive change and results.
Proactively seek personal learning and development opportunities to build leadership skill set and enhance individual performance.
Recruited, hired and developed and retained a high performing management and associate team.
Developed succession plans to ensure career paths for all associates and leaders are encouraged to pursue internal opportunities.
Drove employee engagement by recognizing and rewarding them for outstanding performance.
Created and managed the execution of the stores business plan to drive KPI results and maximized business opportunities by utilizing all resources.
Analyzed reporting and daily sales trends to make real time strategic business decision to drive result.
Trained and developed team on business acumen to drive business performance.
Supported the Boston district by traveling to different stores to cover shifts, train and develop staff, execute floor sets and store leadership meetings.
Managed the stores Instagram page, used it as a tool to gain more clients and conducted a personal shopping for them through zoom meetings and/or in person.
Focused on training and developing the team on best practices, customer service and inventory control to decrease store loss internally and externally.
Store Manager, FOREVER21, Washington DC, 04-2012/08-2018
Responsible to sales generations and personnel functions to ensure maximum profitability and compliance with company procedures.
Maintained company merchandising standards, implanted markdowns, received merchandise shipment, transfer merchandise and damages.
Implemented company training programs, monitored staff training on product knowledge, customer service and selling skills.
Supervised and motivated the staff and leadership team. Took action to correct negative sales trends and breaking down sales goals for sales achievement.
Maintained store funds and monitor deposits in accordance with company policies, trained staff and enforce company cash handling and loss prevention procedures.
Planned the schedule per company guidelines to ensure that the right people are scheduled at the right time to protect the business for generating more sales.
Conducted monthly and yearly employee evaluations to ensure opportunities for growth is being corrected for business needs and for employees to understand their roles and responsibilities.
Reduced the store's shrink percentage from a 12% to a 5% during my first year as a Store manager. I was able to reduce it again from a 5% to a 1.7% the following year.
Assistant Manager, SHASA USA, Houston Texas 11-2010/03-2012
Responsible for sales generations, operations and personnel functions to ensure maximum profitability and compliance with company policies and procedures.
Maintained company merchandising standards, implanted markdowns, received merchandise shipment, transferred merchandise and handling damages.
Implemented company training programs, monitored staff training on product knowledge, customer service and selling skills.
Supervised and motivated the staff to meet sales goal. Took action to correct negative sales trends and broke down sales goals for sales achievement.
Maintained store funds and monitor deposits in accordance with company's policies, trained staff and enforced company cash handling and loss prevention procedures.
Planned the schedule per company guidelines to ensure that the right people are scheduled at the right time to protect the business.
Senior Associate manager, Charlotte Russe, Sugar Land Texas 07-2009/11-2010
Responsible for sales generations, operations and personnel functions to ensure maximum profitability and compliance with company procedures.
Maintained company merchandising standards, implanted markdowns, received merchandise shipment, transferred merchandise and handled damages.
Implemented company training programs, monitored staff training on product knowledge, customer service and selling skills.
Supervised and motivated the staff to meet sales goals. Took action to correct negative sales trends and broke down sales goals for sales achievements.
Maintained store funds and monitored deposits in accordance with company policies, trained staff and enforced company cash handling and loss prevention procedures.
I was part of a team who worked hard to reduce inventory loss from a 3.6% to a 1.5% by providing great customer service and by using all tools provided.
Assistant Manager, White House/Black Market, Houston Texas 01-2005/07-2009
I was in charge of recruiting goals, interviewed and made recommendations on potential candidates yo maintain optimal staffing levels for the store and the district.
I was a part of a team that successfully increased the volume of sales from 2 Million to 2.5 Million the following year.
Responsible for sales generations, operations and personnel functions to ensure maximum profitability and compliance with company procedures.
Supervised and motivated the staff to keep store and personal sales goals. Took action to correct negative sales trends and broke down sales goals to achieve positive sales results.
Implemented company training programs, monitored staff training on product knowledge, customer service and selling skills.
Maintained company merchandising standards, implanted markdowns, received merchandise shipment, transferred merchandise and handled damages.
Supported the district by traveling to different stores to train and develop staff and leadership teams on selling workshop per company training program.
Skill Summary
Ability to handle multiple tasks and responsibilities
Self Motivated and the ability to learn quickly
Self Starter, Flexible and well organized
Very reliable and indispensable.
Able to hire and train effectively
Customer service oriented
Have great communication skills
Education
Independence High School, 4 years, General Education
References:
Eric Jamieson 860-***-**** Store Director at Target
Alyssa Nuzzolilo 774-***-**** ETL Human Resources at Target
Nick Carraher 978-***-**** ETL Specialty sales at Target
Contact this candidate