MARIBEL CASTRELLON
Lancaster
Summary
Luxury retail with over 10 years of leadership experience in transforming underperforming stores into top performers. Proven ability to cultivate strong relationships with a loyal portfolio of luxury clients while driving sales growth and operational excellence. Recognized for developing high-performing teams and enhancing client experiences across the luxury jewelry and fashion sectors.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Floor Director
Robbins Brothers
09.2025 - Current
- Spearheaded initiatives to improve commercial performance and client experiences in a luxury bridal jewelry retailer, working closely with executive leadership.
- Partner with executive leadership to drive commercial performance within a $6M luxury retail operation, balancing revenue growth, operational excellence, client experience, and brand standards.
- Cultivated and maintained a loyal portfolio of 100-250 repeat luxury clients through effective use of Clientbook, Salesforce, appointment-based selling, milestone outreach, personalized follow-up, and relationship-based clienteling.
- Deliver bespoke consultations for engagement rings, custom jewelry, luxury timepieces, bridal collections, financing strategies, and milestone purchases exceeding $100,000.
- Build long-term relationships with clients who request personal appointments, travel to work directly with her, return for future purchases, and refer family members and friends.
- Analyzed business indicators such as conversion rates, appointment activity, average transaction value, financing, warranties, CRM engagement, and sales trends to identify coaching and performance improvement opportunities.
- Support stewardship of approximately $10M in luxury jewelry inventory while maintaining rigorous standards for inventory integrity, operational compliance, visual presentation, quality assurance, and loss prevention.
- Coached associates in luxury etiquette, elevated hospitality, consultative selling, storytelling, emotional selling, objection handling, CRM excellence, appointment setting, and client relationship development.
- Represent the organization through VIP client hosting, private selling events, community networking, and polished professional presence aligned with luxury retail expectations.
General Store Manager
Kay Jewelers
Riverside
07.2023 - 09.2025
- Promoted into executive store leadership to direct all commercial, operational, and talent development functions for a high-volume luxury jewelry business.
- Directed all aspects of a $2.2M retail business with accountability for profitability, P&L review, forecasting, labor planning, payroll, expense control, merchandising, inventory, shrink, visual presentation, customer experience, and daily operations.
- Transformed an underperforming location into a Top 10% performing store nationally, exceeding 130% of annual sales goal by aligning business strategy, leadership accountability, operational discipline, and client engagement around measurable performance objectives.
- Ranked #1 nationally in personal sales among associates across more than 1,100 Kay Jewelers stores during Q1 2025.
- Completed the largest natural diamond sale in Signet's West Coast history, closing a $180,000 transaction for a 13.84-carat natural diamond after four months of personalized relationship development.
- Chosen four times to act as Interim District Manager, taking on executive responsibility for a 14-store district and providing strategic leadership during organizational transitions.
- Exercised district-level authority over hiring, discipline, scheduling, payroll, store visits, approvals, performance coaching, operational standards, sales strategy, conflict resolution, and business execution during interim assignments.
- Leveraged business analytics to evaluate conversion rates, average transaction value, and operational metrics, driving data-informed decisions that enhanced sales performance and client engagement.
- Built high-performing teams through disciplined recruiting, structured onboarding, individualized coaching, succession planning, performance management, and continuous leadership development.
- Conducted approximately 60 management and associate interviews, made hiring decisions, promoted multiple associates into leadership positions, and prepared additional team members for advancement.
- Mentored future managers, trained newly promoted leaders, and developed struggling employees into top-performing contributors through encouragement, high standards, clear expectations, and hands-on coaching.
- Designed and delivered district trainings covering sales strategy, CRM, customer service, repairs, warranties, credit, appointment setting, special events, charity fundraising, and emotional intelligence.
- Improved bridal event performance by developing a targeted client qualification strategy focused on clients with open credit, purchase readiness, or specific product interest, then aligning event inventory with the designs clients wanted to see.
- Enhanced inventory integrity by identifying shrink patterns, increasing merchandise count frequency, and reinforcing accountability, resulting in improved loss-prevention controls and reduced theft incidents.
- Improved repair department profitability by analyzing undercharging patterns, retraining associates, and standardizing pricing and policy execution.
- Developed reporting systems, client follow-up processes, and sales strategies, leading to adoption as district best practices across multiple stores and fostering consistent team performance.
- Directed the district-wide St. Jude Children's Research Hospital fundraising initiative for approximately one year, leading a team of nearly 90 employees through planning, communication, meetings, motivation, and execution while tripling district charitable contributions over the prior year.
- Planned and executed 6-8 major client, brand, and community events annually, including VIP shopping nights, quarterly bridal showcases, appraisal events, designer trunk shows, product launches, holiday campaigns, client appreciation events, and charitable initiatives.
- Served as a trusted escalation point for complex client concerns, high-value service recovery, sensitive relationship issues, and difficult customer situations, preserving long-term client loyalty through professionalism and care.
Assistant Store Manager
Kay Jewelers
Riverside
10.2022 - 07.2023
- Promoted into store leadership after demonstrating strong commercial performance, operational judgment, and leadership potential.
- Served as second-in-command for a high-volume luxury jewelry business, partnering with store leadership to strengthen commercial performance, operational execution, client experience, and team accountability.
- Managed daily business operations in General Manager's absence, maintaining leadership continuity and ensuring operational discipline and client satisfaction.
- Partnered with General Manager to enhance store operations, elevate client experience, and drive effective coaching and execution.
- Partnered in managing business performance through analysis of conversion, average transaction value, financing penetration, warranties, payroll efficiency, inventory accuracy, client satisfaction, and profitability.
- Strengthened operational excellence through effective inventory control, quality assurance of repairs, and compliance with visual presentation and financial standards.
- Coached associates through daily performance conversations, luxury selling techniques, product knowledge, client relationship development, and personalized development plans.
- Demonstrated executive readiness that resulted in promotion to General Store Manager.
Luxury Jewelry Consultant
Robbins Brothers
Riverside
05.2021 - 10.2022
- Guided affluent clients through personalized consultations on engagement rings, custom jewelry, loose diamonds, bridal collections, financing options, and milestone purchases, enhancing their purchasing experience.
- Established a reputation as a trusted luxury advisor by helping clients navigate some of life's most meaningful purchases through expertise, education, and relationship-driven service.
- Built long-term client relationships through thoughtful follow-up, proactive communication, personalized recommendations, and genuine relationship development that encouraged repeat business and referrals.
- Coordinated custom jewelry and special order projects from concept through delivery, aligning each detail with client's vision while upholding high standards of craftsmanship and service.
- Executed quality inspections, diamond evaluations, repair verification, rhodium finishing, inventory audits, and operational controls to ensure inventory integrity and bolster client confidence.
- Demonstrated leadership qualities, professionalism, and product expertise that resulted in promotion to Floor Director upon returning to Robbins Brothers.
Jewelry Consultant
Kay Jewelers
Cabazon
08.2019 - 04.2021
- Cultivated jewelry sales expertise through consultative client service and relationship-based selling in high-traffic retail environment, enhancing customer experience and driving sales.
- Guided clients through engagement ring, bridal, fashion jewelry, and fine jewelry purchases by understanding personal preferences, budgets, special occasions, and long-term needs.
- Enhanced client loyalty by providing thorough inspections, timely diamond guarantee updates, warranty education, and personalized recommendations, resulting in repeat business.
- Supported store operations including opening procedures, register balancing, deposits, inventory control, product presentation, quality assurance, and merchandising.
- Earned recognition for professionalism and strong client relationships, paving the way for advancement into higher-level retail leadership roles.
Luxury Fashion Consultant
Roberto Cavalli
Cabazon
07.2019 - 02.2020
- Delivered elevated luxury fashion experiences within one of the world's most recognizable designer brands by combining product knowledge, personalized styling, and relationship-centered client service.
- Advised discerning clients on ready-to-wear, handbags, shoes, accessories, fragrances, and eyewear, emphasizing craftsmanship and exclusivity to enhance their luxury shopping experience.
- Styled complete looks by coordinating apparel, colors, and accessories tailored to each client's professional, social, and special-event needs, ensuring a cohesive and elevated presentation.
- Built client relationships through personalized follow-up, wardrobe planning, and thoughtful recommendations that encouraged repeat visits and long-term loyalty.
- Maintained Roberto Cavalli brand integrity through polished presentation, elevated hospitality, and meticulous visual merchandising, contributing to an exceptional in-store experience.
General Sales Manager
Bluegreen Vacations
Cabazon
06.2015 - 02.2019
- Led the #1 sales team in the nation for three consecutive months, demonstrating strong leadership, planning, motivation, and execution in a demanding sales environment.
- Directed one of the organization's highest-performing sales teams by creating a culture centered on accountability, leadership development, commercial excellence, and guest experience.
- Built and developed a seven-person sales organization, achieving approximately $1.5M in annual production through targeted coaching and scheduling.
- Created a high-performance culture through daily coaching, sales contests, recognition, accountability, and individualized development.
- Recognized as Manager of the Month for performance leadership, team motivation, and business execution.
- Prepared weekly and monthly business reports, analyzed sales performance, and developed action plans during management meetings to enhance production.
Education
Bachelor's Degree - Executive Secretary, Private Accountant
Tepeyac College
Canatlan Durango, MexicoCanatlan Durango, Mexico
Certificate - QuickBooks Pro Certified, Microsoft Word, Excel & PowerPoint, Child Psychology - From Conception to Adulthood
Pierce College
Woodland Hills, CAWoodland Hills, CA
Certificate - Office Occupations & Computers
Chaffey College
Chino HillsChino Hills
Skills
- Multi-Store Leadership
- P&L management
- Budgeting
- Sales Forecasting
- KPI Tracking
- Profitability
- Inventory management
- Loss Prevention
- Operational Excellence
- Business transformation
- CRM Strategy
- Salesforce
- Clientbook
- Lead conversion
- Service Recovery
- Team Leadership
- Leadership Development
- Talent sourcing
- Succession management
- Employee Evaluation
- Onboarding Programs
- Team building
- Team Communication
- Store Presentation
- Local Outreach
- Brand Management
- Operational Excellence
Certification
- Certified Diamontologist (DCA)
- Bilingual - English / Spanish
- Salesforce CRM
- Clientbook CRM
- QuickBooks Pro
- Microsoft Office Suite
Executive Achievements
- Ranked #1 in personal sales nationwide among more than 1,100 Kay Jewelers locations during Q1 2025.
- Closed the largest natural diamond sale in Signet's West Coast history: a $180,000 sale of a 13.84-carat natural diamond after four months of relationship-based client development.
- Transformed an underperforming Kay Jewelers location into a Top 10% performing store nationally, exceeding 130% of annual sales goal through commercial strategy, team development, client engagement, and disciplined execution.
- Selected four separate times to serve as Interim District Manager, providing executive leadership for a 14-store district while coaching 13 Store Managers, directing district meetings, and guiding strategic execution.
- Directed a district-wide St. Jude Children's Research Hospital fundraising initiative involving approximately 90 team members, tripling charitable contributions compared with the previous year.
- Helped lead commercial operations within a $6M luxury jewelry business while supporting stewardship of approximately $10M in luxury inventory.
- Aruba sales incentive winner, internal spotlight honoree, and leader of a Bluegreen Vacations team ranked #1 nationwide in sales for three consecutive months.
Timeline
Floor Director
Robbins Brothers
09.2025 - Current
General Store Manager
Kay Jewelers
07.2023 - 09.2025
Assistant Store Manager
Kay Jewelers
10.2022 - 07.2023
Luxury Jewelry Consultant
Robbins Brothers
05.2021 - 10.2022
Jewelry Consultant
Kay Jewelers
08.2019 - 04.2021
Luxury Fashion Consultant
Roberto Cavalli
07.2019 - 02.2020
General Sales Manager
Bluegreen Vacations
06.2015 - 02.2019
Bachelor's Degree - Executive Secretary, Private Accountant
Tepeyac College
Certificate - QuickBooks Pro Certified, Microsoft Word, Excel & PowerPoint, Child Psychology - From Conception to Adulthood
Pierce College
Certificate - Office Occupations & Computers
Chaffey College