Victor Santillan
East Palo Alto
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Relief Manager
Big 5 Sporting Goods
09.2024 - 01.2025
- Managed cash handling procedures accurately, reducing discrepancies and safeguarding company assets.
- Spearheaded initiatives for continuous process improvements, resulting in more efficient operations across various departments.
- Coordinated special events within the store location to generate interest from customers while promoting brand and sales awareness.
- Acted as a liaison between store management and staff, ensuring seamless communication of important information at all times.
- Implemented efficient inventory management strategies for optimal stock levels and minimized waste.
- Conducted regular financial audits to maintain accurate records and identify areas for improvement.
- Answered customer questions and provided immediate assistance to deliver exemplary service.
- Identified conflicts among employees and used interpersonal communication to find effective solutions.
- Monitored working environment, making sure it was always safe, positive setting for all employees.
- Provided constructive feedback to workers, which improved morale, and boosted efficiency.
- Maintained high corporate standards at all times by ensuring that employees followed all company processes and procedures.
- Oversaw visual merchandising efforts, creating eye-catching displays that effectively showcased products and drove increased sales revenue.
- Collaborated with store management to create effective promotional campaigns, driving sales growth.
- Proactively addressed potential safety hazards, maintaining a secure environment for both employees and customers.
- Ensured a clean and well-organized store environment for an improved shopping experience.
- Maintained detailed records of inventory transactions to ensure accuracy in stock counts and prevent shrinkage losses.
- Addressed any technical issues quickly and efficiently, minimizing downtime and ensuring a positive customer experience.
- Trained new team members on company policies, procedures, and best practices, ensuring consistent service quality.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
Sales Associate
AT&T
05.2022 - 08.2024
- Used predictive modeling to increase and optimize customer experiences and revenue.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Analyzed key competitors to respond to competitive threats.
- Built and maintained strong client relationships to drive business growth.
- Creating new accounts and knowledge of analysis for existing accounts.
- Knowing promotions and products for great sales results.
Sales Associate
Metro By T-Mobile
11.2020 - 02.2021
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Generated new sales leads to achieve and exceed monthly sales goals.
Supervisor
Loggon Stationary
01.2018 - 10.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Conducted routine inspections to check quality and compliance with established specifications.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Back Office.
- Inventory count.
Customer Service Associate
The Home Depot Inc
09.2016 - 01.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Provided customer feedback to management and identified areas of improvement for products and services.
Sales Manager
Forever 21
08.2015 - 05.2016
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Established and cultivated solid business relationships with new or existing customers.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
Education
High School Diploma - Law (Pre-Law)
Carlmont High School
08.2015
Skills
- Market Research
- Item Fittings
- Answering Customer Questions
- Territory Assignments
- Reading Comprehension Skills
- Verbal Communication
- Sales Goal Attainment
- Conflict Resolution
- Sales and Marketing
- Critical Thinking
- Management
- Phone Operator
- Analysis
- People skills
- Multitasking
- Consumer and Business Services
- Front desk
- Staff supervision
- Lesson planning
- Compliance monitoring
- Shift management
- Compliance
- Deposit preparation
- Problem-solving abilities
- Time management
- Problem-solving
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Relief Manager
Big 5 Sporting Goods
09.2024 - 01.2025
Sales Associate
AT&T
05.2022 - 08.2024
Sales Associate
Metro By T-Mobile
11.2020 - 02.2021
Supervisor
Loggon Stationary
01.2018 - 10.2020
Customer Service Associate
The Home Depot Inc
09.2016 - 01.2018
Sales Manager
Forever 21
08.2015 - 05.2016
High School Diploma - Law (Pre-Law)
Carlmont High School
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