Natalia

NATALIA MORA CRUZ Indiana --· www.linkedin.com/in/Natalia-Mora-Cruz EXPERIENCE JULY 2023 – MARCH 2024 CUSTOMER SUPPORT SPECIALIST, DROP COWBOY REMOTE • • • • • • • • • • • • • Customer support Handled multiple live chats Assisted customers with brand registrations Enforced government policies and procedures to comply with industry standards. Efficiently used Intercom, Vouched, Charge bee Audit audio recording’s requests and text messages campaigns from our clients for submission to Telecom Industry/Network Review and approved client’s marketing campaigns Review and complete Identity verifications for clients Email customer Inquiries Addressed inquiries related to our offerings, including services, products, pricing, and procedures Onboarded new clients assisting them with questions they may have such as their account and how to use the platform Resolve client’s billing issues Assist basic troubleshooting (campaign analytics/data) JANUARY 2023– JULY 2023 STORE MANAGER, AEROPOSTALE. BATON ROUGE, LA • • • • • • Train new managers and part time sales associates Weekly business meetings via zoom or teams Create monthly, quarterly and yearly business projections Complete Monthly Loss prevention audits Create weekly staffing goals using previous years conversion rates with current projected foot traffic Provide one-on-one training for all store associates on product knowledge, marketing changes, merchandising changes, and KPI’s • • • • • • • • • • • • Mapped out store merchandise based on highest department sales projections and bestselling items Improve sales BY 15% within the 2 months lowest selling departments to maximize profits Complete onboarding documents including I-9 forms for new hires Create weekly staffing schedules for employees according to business needs Complete merchandise pricing Recruit, interview and hire new candidates Utilize inventory reports to track inventory age, inventory on hand, clearance overflow Create monthly staffing meetings to cover business needs for the month Submit maintenance request for the store needs Customer Service/Sales Assist customer needs via phone Product Knowledge OCTOBER 2022 – JANUARY 2023 VISUAL ASSISTANT STORE MANAGER, ALTARD’ STATE. BATON ROUGE, LA • • • • • • Supervised all store visuals including marketing changes, floor sets, and product knowledge Ensured the delivery of top-notch customer service and drove sales Maintained window installations and organized seasonal decor placement Completed opening and closing tasks and procedures such as deposits, inventory, emails, marketing changes, updated pricing promotions Managed mannequin placement and designs Coordinated the placement of all new products and collections JULY 2021 – OCTOBER 2022 STORE MANAGER, HOLLISTER CO. BATON ROUGE, LA • • • • • • • • • • • • • • Successfully build a $1.4 million-dollar into a $2 million-dollar store location Raised employee’s salary by 25% contributing to higher retention and additional staffing Achieved and maintained position within top 3 stores in the Texas and Louisiana districts Exceeded monthly sales forecast to secured monthly bonuses for the store employees Create weekly staffing goals using previous years conversion rates with current projected foot traffic Provide one-on-one training for all store associates on product knowledge, marketing changes, merchandising changes, and KPI’s Mapped out store merchandise based on highest department sales projections and bestselling items Improve sales on lowest selling departments to maximize profits and minimize overflow inventory Complete onboarding documents including I-9 forms for new hires Create weekly staffing schedules based on employees availably using strategic Completed and maintained merchandise pricing based on corporate guidelines and marketing changes Recruit, interview and hire new candidates Utilize inventory reports to track inventory age, inventory on hand, clearance overflow Successfully completed annual inventory with RGIS and Zebra self-scan partners JANUARY 2019 – JUNE 2021 ASSISTANT MANAGER, HOLLISTER CO. BATON ROUGE, LA • • • • • • • • • • Employee of the month Lead overnight floor sets with a team of 10-15 associates to showcase new arrivals and merchandise Maintain efficient stockroom organization to replenish merchandise onto sales floor Enhanced the customer service experience by creating a positive and friendly environment in the store Manage and track store KPI’s to understand store projections and goals • Performed upselling which translated in more sales. Train keyholders and assistant managers in leadership programs to effectively manage the business from a merchandising and sales standpoint Complete marketing resets and merchandising store visuals Recruit interview, and hire sales and stock associates Contact mall management regarding maintenance issues and other requests Complete onboarding documents including I-9 forms for new hires DECEMBER 2017 – DEEMBER 2018 KEY HOLDER, HOLLISTER CO. BATON ROUGE, LA • • • • • • Provided top customer service which enhanced overall customer satisfaction Responsible of marketing changes Ensured store standards were met and maintained Supervise and train all sales and stock associates Understand store sales goals and business metrics Assist the store and assistant managers with daily store functions NOVEMBER 2017 – NOVEMBER 2018 BRAND REPRESENTATIVE, HOLLISTER CO. BATON ROUGE, LA • Employee of the month • • • • Provide excellent customer service to ensure guest satisfaction Upsell merchandise to further improve business goals Cashier Sales EDUCATION MAY 2016 HIGH SCHOOL DIPLOMA, CHRISTIAN EXCELSIOR ACADEMY OXNARD, CA LANGUAGES SPANISH - FLUENT ENGLISH - FLUENT