GLORIA SOTOMAYOR MADRIGAL

• General Management, Human Resources, Merchandising, Training employees, Customer Service & Sales.
• Developed and implemented customer feedback programs to enhance service delivery.
• Analyzed customer journey data to identify pain points and improve satisfaction levels.
• Led cross-functional teams in executing strategic initiatives focused on customer experience enhancement.
• Trained and mentored staff on best practices for delivering exceptional customer service.
• Spearheaded process improvements resulting in streamlined operations and increased efficiency in service delivery.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Conducted regular performance reviews with team members, fostering professional growth and development.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Developed new employees and on-going performance assessment of current employees.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Established performance and service goals and held associates accountable for individual performance.
• Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
• Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
• Increased employee retention through effective training and mentorship programs.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
• Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
• Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
• Implemented data-driven strategies to identify areas needing improvement in the customer journey.
• Hosted monthly webinars to educate customers on product features and best practices, increasing product utilization.
• Collaborated with product development team to incorporate customer feedback into future product iterations.
• Initiated loyalty program that increased repeat business by rewarding frequent customers.
• Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
• Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
• Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
• Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
• Created and managed social media campaigns to increase brand engagement.
• Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
• Captured new customers by optimizing business strategies and launching products to diversify offerings.
• Optimized email campaigns to increase open and click-through rates.

• General Management, Open/Close, WFM Scheduling, Human Resources, Recruiting Hiring and training up to 30 employees, Employee File Maintenance, Coaching, Appraisals, Terminations, Payroll, Merchandising, Customer Service and Sales.
• Led cross-functional teams to execute strategic initiatives aligned with brand objectives.
• Developed and implemented training programs to enhance team performance and product knowledge.
• Oversaw inventory management processes, ensuring optimal stock levels and minimizing discrepancies.
• Analyzed sales data to identify trends, informing merchandising and promotional strategies.
• Mentored junior staff, fostering a collaborative environment that encouraged professional growth and development.
• Evaluated vendor performance, negotiating contracts to optimize cost savings while maintaining quality standards.
• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
• Remedied issues and conflicts among workers using negotiation and active listening.
• Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
• Established strong relationships with key stakeholders, fostering collaboration and mutual support.
• Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
• Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
• Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
• Mentored and supported 3 Managers in 35 department employees to create strong workplace culture.
• Oversaw training and onboarding process for all newly hired employees within Human Resources.
• Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
• Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
• Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
• Proactively identified areas for improvement, implementing solutions that led to significant cost savings.
• Improved client satisfaction by consistently delivering high-quality work on schedule.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Streamlined processes for increased efficiency and cost savings within the department.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Generated repeat business through exceptional customer service.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Conducted performance evaluations and provided constructive feedback to employees.
• Established team priorities, maintained schedules and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Defined clear targets and objectives and communicated to other team members.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Managed senior-level personnel working in marketing and sales capacities.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Developed detailed plans based on broad guidance and direction.

• Directed sales strategies to enhance customer engagement and drive revenue growth.
• Analyzed market trends to identify new opportunities and optimize product offerings.
• Mentored and trained sales teams, fostering a culture of high performance and accountability.
• Developed and implemented training programs to improve staff knowledge and selling techniques.
• Collaborated with marketing teams to create targeted promotional campaigns that increased foot traffic.
• Oversaw inventory management processes, ensuring optimal stock levels aligned with demand forecasts.
• Established key performance indicators to measure team success and refine operational strategies.
• Built strong relationships with vendors, negotiating favorable terms to enhance profitability margins.
• Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Implemented effective pricing strategies that balanced profit margins while remaining competitive in the marketplace.
• Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
• Developed a high-performing sales team through consistent coaching, training, and motivation techniques.
• Achieved sales targets consistently by closely monitoring sales performance and adjusting strategies as needed.
• Streamlined communication channels between sales, marketing, and customer service departments to ensure a cohesive approach to business development.
• Upheld company policies and implemented standards fairly.
• Reduced operational costs by identifying inefficiencies within the sales process and recommending targeted improvements.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
• Developed and implemented comprehensive salesperson training program.
• Increased sales revenue by implementing strategic marketing campaigns and fostering strong customer relationships.
• Streamlined sales processes for improved efficiency, resulting in higher close rates and shorter sales cycles.
• Maintained extensive knowledge of company products and services.
• Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Analyzed market trends to adjust sales forecasts accordingly, ensuring inventory levels met fluctuating demand patterns.
• Enhanced customer satisfaction by delivering personalized service and addressing concerns in a timely manner.
• Negotiated favorable contract terms with vendors and suppliers to secure cost-effective deals on behalf of the company.
• Mentored junior staff members, fostering professional growth and development within the organization''s talent pool.
• Expanded market share with proactive prospecting and lead generation efforts to identify new business opportunities.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Created comprehensive monthly reports showcasing departmental achievements, challenges faced, and opportunities for growth.
• Attended industry events and conventions to explain sales opportunities.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Built relationships with customers and community to establish long-term business growth.
• Prepared sales presentations for clients showing success and credibility of products.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Communicated product quality and market comparisons by creating sales presentations.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Implemented systems and procedures to increase sales.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
• Developed compelling presentation decks to gain approval for ideas and communicate results.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
• Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Facilitated business by implementing practical networking techniques.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
• Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Delivered recommendations to long-term accounts to promote brand awareness to key audience.
• Compiled and analyzed data to determine approaches to improve sales and performance.
• Organized promotional events and interacted with community to increase sales volume.
• Managed revenue models, process flows, operations support, and customer engagement strategies.
• Drove sales by developing multi-million dollar contract sales.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Managed accounts to retain existing relationships and grow share of business.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Graduated in December 2010

• International Business Association at Ventura College President.
• Student Liaison between Center for International Trade Development in Oxnard, CA as a Public Relations Assistant in Trade Shows.