Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Diana Toma

Escondido

Summary

Dedicated and results-driven retail supervisor with over 10 years of experience in customer service, team leadership, visual merchandising, and omnichannel operations. Proven ability to drive sales, improve store standards, and develop high-performing teams. Recognized for a proactive approach to resolving issues and consistently exceeding performance expectations.

Overview

10
10
years of professional experience

Work History

Sales Floor Supervisor

JCPenney
09.2014 - 12.2021
  • Directed daily customer service operations, resolving escalated concerns to ensure exceptional in-store experiences.
  • Led and coached teams across multiple departments, ensuring consistent achievement of sales goals and customer satisfaction.
  • Spearheaded visual merchandising and floor set execution in alignment with corporate standards.
  • Managed omnichannel fulfillment: BOPIS, Curbside Pickup, and Ship-from-Store.
  • Oversaw specialty departments (Fine Jewelry, Mattresses, Window Treatments), driving targeted growth.
  • Recruited, trained, and coached staff; implemented performance management systems.
  • Ensured compliance with shrink control, safety, and labor management procedures.

Cashier Lead

Big Lots
11.2011 - 08.2014
  • Delivered excellent customer service and processed returns with professionalism.
  • Managed cash distribution and reconciliation across registers.
  • Trained team members and organized daily front-end operations.
  • Assisted in unloading and restocking merchandise to maintain floor readiness.
  • Processed defective goods and coordinated backroom returns.

Education

Cal State San Marcos
San Marcos, CA

Skills

  • Customer Service Excellence
  • Team Leadership & Staff Training
  • Visual Merchandising
  • Omnichannel Fulfillment
  • Inventory Management
  • POS & Cash Handling
  • Scheduling & Time Management
  • Conflict Resolution

Languages

Spanish
Native or Bilingual

Timeline

Sales Floor Supervisor

JCPenney
09.2014 - 12.2021

Cashier Lead

Big Lots
11.2011 - 08.2014

Cal State San Marcos
Diana Toma