Store Manager with Leadership and Customer Excellence

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

JOANNA TOLENTINO

***** ***** ****** *****, *******, TX 77077

Cell: 713-***-**** - ************@*****.***

Store Manager driven to apply a strong work ethic and motivational skills to achieve store goals, as well as employee and customer satisfaction.

Excellent customer service skills.

Detail-oriented.

Clear communications skills.

Outstanding Leadership.

Self-motivated.

Personnel development.

Hiring and recruitment knowledge.

Fluent in Spanish.

12/2013 to 06/2016 Store Manager

Sports Authority – 2131 South Post Oak

Interviewed job candidates and made staffing decisions. Counted cash drawers and made bank deposits.

Managed staff of 65 sales associates, 7 team leaders and 2 assistant managers. Assigned employees to specific duties to best meet the needs of the store. Reordered inventory when it dropped below predetermined levels. Instructed staff on appropriately handling difficult and complicated sales. Hired, trained and evaluated personnel in sales and marketing. Examined merchandise to verify that it was correctly priced and displayed. Planned budgets and authorized payments and merchandise returns. Scheduled and led weekly store meetings for all employees. Increased profits through effective sales training and troubleshooting profit loss areas. Reported to the district manager regarding all store and staff issues. Completed profit and loss performance reports.

Trained and developed new associates on POS system and key sales tactics. Implemented a new ordering process and identified poor work habits to improve process effectiveness.

Generated repeat business through exceptional customer service. Conducted store inventories once per month.

12/1998 to 04/2003 Customer Service Manager

Office Depot – 12960 Westheimer

Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.

Shared best practices for sales and customer service with other team members to help improve the store\'s efficiency.

Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Handled all customer relations issues in a gracious manner and in accordance with company policies.

Determined customer needs by asking relevant questions and listening actively to the responses.

Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.

Alerted customers to upcoming sales events and promotions. Identified potential shoplifters and alerted management. Welcomed customers into the store and helped them locate items. Followed up with over 10 customers each week to verify that they were satisfied with purchases.

04/2003 to 05/2006Merchandise Manager

Office Depot – 12960 Westheimer

Answered customer questions regarding store merchandise, department information and pricing.

Organized store merchandise racks by size, style and color. Led merchandise selection, pricing, planning and marketing. Ran markdown reports, managed store replenishment and analyzed buying reports. Negotiated prices, discount terms and all transportation arrangements for merchandise. Assembled promotional displays, including quarter and full-size point of purchase displays. Anticipated consumer buying patterns to create a purchase and inventory plan. Set and recommended mark-up rates, mark-down rates and selling prices for merchandise. Interviewed and worked closely with vendors to acquire and develop desired products. Supplied daily support to the buyer and assistant buyer. Completed stock orders and managed inventory levels. 05/2006 to 03/2011 Operation Manager

Office Depot – 6888 Gulf Fwy #300

Prepared monthly reports for upper management including P&L and sales trends. Determined customer needs and developed program initiatives according to preferences. Monitored employee work and developed improvement plans. Developed first-rate training programs.

Coordinated work between multiple departments.

Implemented strategies to increase program effectiveness. Created standard operating procedures.

Communicated audit results to upper management through written reports and oral presentations.

Articulated audit findings, risks and detailed recommendations to upper management. Maintained compliance with company requirements.

03/2011 to 12/2013 Sales Manager

office Depot

Supervised a sales force of 14 sales associates.

Developed a comprehensive training program for new sales associates. Reviewed operational records and reports to project sales and determine profitability. Trained all incoming sales team members.

Attended sales training camp and brought best practices leadership back to the company. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.

EDUCATION

Associate of Arts:

Cy-Fair College - Barker Cypress

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