NARDALIZ SERRANO
San Juan
Summary
Knowledgeable retail and customer service professional driven to foster top performance and committed to deliver excellence. Ready to learn new skills from dynamic team and bring value to the same.
Overview
19
19
years of professional experience
Work History
Educational Trainer
M.A.C TRAVEL RETAIL
03.2018 - 04.2020
- Trained 9 stores with total of 105 employees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on product use, focusing on efficiency, usage, and safety.
- Evaluated progress for assigned trainees.
- Developed individualized training plans to achieve staff readiness.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Recruited and trained new members of guest service team.
- Identified and recommended staff for key positions and departments.
- Recorded and edited videos to facilitate remote learning.
Key Holder
M.A.C. PRO Store
02.2012 - 03.2018
- Supervise petty cash and currency transactions
- Arranged stock and displays among other duties
- Prepared educational classes to maintain goals
- Private one-on-one educational classes to exclusive clientele
- Bring in new house accounts to store
- Build and fortify relationships with regular and exclusive customers.
- Managed customer needs and delegate tasks to employees for optimal coverage.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Kept focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Mentored new sales associates to contribute with productivity by 15%.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Trained newly hired sales team in upselling techniques.
- Educated staff on strategies for handling difficult customers and challenging situations.
Ambassador
Viva Glam Ambassador, M.A.C SOHO
01.2012 - 02.2012
- Served as organization ambassador at various charity events, promoting mission and values.
- Increased revenues and supported business goals by developing public relations strategies and campaigns.
- Spearheaded successful fundraising campaign, raising more than $10K in donations.
- Assisted Management and Training team with operational policies and procedures to drive services.
Key Holder
M.A.C HARLEM
01.2011 - 01.2012
- Trained for Group Management
- Maintained track for Revenue Calendar
- Supervise petty cash and currency transactions
- Oversaw store operations by counting cash drawers, reviewing stock management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales by 10%
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Managed store personnel by delegating tasks and supervising daily operations.
- Managed customer needs and delegate tasks to employees for optimal coverage.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Ambassador
Viva Glam Ambassador, M.A.C Macy’s Herald Square
01.2010 - 01.2011
- Continued to exceed sales goals, planned special events which placed counter in top 3 of Fund Raising Sales.
- Trained in Customer Services and Management.
- Promoted good customer relations and premier customer satisfaction
- Coordinated volunteer program for organization, recruiting and training volunteers in best practices.
Product Specialist
M.A.C. Store
01.2008 - 01.2010
- Developed special events to increase sales
- Sales and product expertise
- Make-up artistry and design.
- Researched product's technical specifications and accurately communicated information.
- Trained and provided coaching to 12 junior team members.
- Assisted with demonstrations for new product launches to showcase functionality.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
Sales Representative
Mac, M.A.C. Macy’s
01.2004 - 01.2008
- Regularly exceeded sales goals by 15% and kept performance among top sellers.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Used customer insights to develop innovative sales strategies to increase sales.
Call Center Representative
INFOVOZ
01.2001 - 01.2003
- Managed over 50 customer calls per day and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues
Education
Bachelor of Business Administration -
University of Puerto Rico
Bayamon08.2006
Associate Degree Computer Science -
University of Puerto Rico
Bayamon2003
Skills
- Bilingual
- Customer Service
- Customer Experience Enhancement
- Managing Customer Needs
- Handling Complaints
- Building Client Relationships
- Successful in Managing Diverse Groups
- Staff Training
- Team Training
- Team Contribution
- Working under pressure and time constraints
Accomplishments
- Supervised a team of 105 staff members.
- Achieved 10k through effectively helping with raising money for AIDS Funds.
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Educational Trainer
M.A.C TRAVEL RETAIL
03.2018 - 04.2020
Key Holder
M.A.C. PRO Store
02.2012 - 03.2018
Ambassador
Viva Glam Ambassador, M.A.C SOHO
01.2012 - 02.2012
Key Holder
M.A.C HARLEM
01.2011 - 01.2012
Ambassador
Viva Glam Ambassador, M.A.C Macy’s Herald Square
01.2010 - 01.2011
Product Specialist
M.A.C. Store
01.2008 - 01.2010
Sales Representative
Mac, M.A.C. Macy’s
01.2004 - 01.2008
Call Center Representative
INFOVOZ
01.2001 - 01.2003
Bachelor of Business Administration -
University of Puerto Rico
Associate Degree Computer Science -
University of Puerto Rico
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