Marlene Rosado
Manati,PR
Summary
- Dynamic and results-driven leader with over 10 years of experience in retail and customer-facing environments. Known for delivering exceptional guest experiences, leading high-performing teams, and driving sales growth through strategic execution and strong operational management. Passionate about creating welcoming environments, developing talent, and ensuring every customer interaction reflects excellence.
Overview
15
15
years of professional experience
Work History
Department Manager
H&M
02.2023 - 08.2025
- Led and managed a team of 15+ associates by overseeing hiring, onboarding, and continuous training, ensuring all team members were aligned with company standards, sales goals, and customer service expectations.
- Drove overall department performance by analyzing daily and weekly KPIs, identifying sales opportunities, and implementing action plans to improve conversion rates, average transaction value, and overall profitability.
- Collaborated closely with visual merchandising teams to execute floor plans, product placement strategies, and seasonal changes that enhanced the customer journey and maximized product visibility.
- Oversaw daily store operations, including opening/closing procedures, cash handling, inventory flow, and staff coverage, ensuring smooth and efficient business operations at all times.
- Created and managed employee schedules based on peak hours, sales trends, and business needs, ensuring optimal staffing levels to maintain strong customer service and operational efficiency.
- Provided ongoing coaching, feedback, and performance evaluations, identifying development opportunities and helping team members grow into higher roles within the company.
- Maintained a strong focus on customer experience by ensuring the sales floor was organized, visually appealing, and staffed with knowledgeable associates ready to assist customers.
- Ensured compliance with company policies, loss prevention procedures, and health and safety regulations to maintain a secure and professional work environment.
Department Supervisor
H&M
Plaza Del Sol
08.2021 - 02.2023
- Supported overall store operations by supervising daily activities, ensuring all tasks were completed efficiently and in alignment with company standards and expectations.
- Acted as a key leader on the sales floor, guiding team members in real-time to deliver exceptional customer service and resolve any issues quickly and professionally.
- Trained and coached new and existing employees on sales techniques, product knowledge, and customer engagement strategies to improve individual and team performance.
- Assisted in executing merchandising standards, including restocking, floor moves, and maintaining visual presentation to create an inviting shopping environment.
- Monitored workflow and delegated tasks to ensure productivity remained high during both peak and slower business hours.
- Handled customer concerns and escalations with professionalism, ensuring positive resolutions and maintaining customer loyalty.
Assistant Manager
Aerie
01.2013 - 01.2016
- Oversaw daily store operations, including staff supervision, task delegation, and ensuring all operational processes were executed efficiently and effectively.
- Played a key role in driving sales by motivating the team, setting clear expectations, and ensuring all associates delivered a high level of customer service.
- Resolved customer complaints and concerns by actively listening, identifying solutions, and ensuring each customer left with a positive experience.
- Monitored employee performance through observation and reporting, providing constructive feedback and recognition to improve morale and productivity.
- Assisted in implementing store promotions, visual standards, and sales strategies to support business goals and increase revenue.
- Maintained strong organization of inventory and stockroom operations, ensuring product availability and efficient replenishment.
Sales Associate
Bath & Body Works
01.2012 - 01.2013
- Delivered personalized and engaging customer service by greeting customers, identifying their needs, and recommending products that matched their preferences.
- Actively contributed to sales goals by upselling products, promoting special offers, and educating customers on product benefits and usage.
- Maintained store cleanliness and visual standards, ensuring shelves were fully stocked and displays were attractive and organized.
- Assisted in inventory management by restocking merchandise, monitoring product levels, and supporting shipment processing.
- Handled POS transactions with accuracy and efficiency, ensuring a smooth checkout experience for every customer.
Sales Associate
American Eagle Outfitters
01.2011 - 01.2013
- Provided individualized customer service by assisting with styling advice, outfit coordination, and product recommendations to enhance the shopping experience.
- Maintained the overall appearance of the store by folding merchandise, restocking inventory, and ensuring visual merchandising standards were consistently met.
- Supported daily store operations, including fitting room management, stock replenishment, and maintaining organized sales areas.
- Processed transactions accurately while maintaining attention to detail and accountability in cash handling procedures.
- Contributed to a positive team environment by supporting coworkers and maintaining a collaborative and energetic workplace.
Education
Bachelor's Degree -
American University
Bayamón, PRHigh School Diploma -
R. Delgado
Corozal, PRSkills
- Bilingual
- Team Leadership & Staff Development
- Sales Performance & KPI Analysis
- Customer Service Excellence
- Operations & Scheduling Management
- Visual Merchandising
- Conflict Resolution & Problem Solving
Languages
English
First Language
Timeline
Department Manager
H&M
02.2023 - 08.2025
Department Supervisor
H&M
08.2021 - 02.2023
Assistant Manager
Aerie
01.2013 - 01.2016
Sales Associate
Bath & Body Works
01.2012 - 01.2013
Sales Associate
American Eagle Outfitters
01.2011 - 01.2013
Bachelor's Degree -
American University
High School Diploma -
R. Delgado