Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Nestor Diaz

Las Piedras

Summary

High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Genesis Store Manager

Sojizt De Puerto Rico
11.2021 - Current
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Supervised guests at front counter, answering questions regarding products.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Hyundai Sales Assistant Manager

Sojitz De Puerto Rico
03.2019 - 11.2021
  • Assisted sales team with completing customer transactions and managing issues.
  • Trained new associates in successful sales and performance strategies.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed and developed sales team.
  • Generated sales report to help upper management make effective decisions and sales plans.
  • Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
  • Forecasted sales and established processes to achieve sales objectives and related metrics.
  • Demonstrated exemplary customer service by engaging clients on sales floor.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Communicated product quality and market comparisons by creating sales presentations.

Hyundai Quality Assistant Manager

Sojitz De Puerto Rico
06.2018 - 03.2019
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Created and maintained quality management systems to align with industry standards.
  • Recorded, analyzed, and distributed statistical information.
  • Reported production malfunctions to managers and production supervisors.
  • Determined quality department standards, practices, and procedures.
  • Established and tracked quality department goals and objectives.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.
  • Applied coaching techniques and tools to support managers and team members in improving performance.

Hyundai Senior Service Representative

Sojitz De Puerto Rico
06.2015 - 06.2018
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed and updated databases to handle customer data.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Service Representative

Sojitz De Puerto Rico
03.2010 - 06.2015
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained and managed customer files and databases.
  • Scheduled appointment to resolve more complex issues.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Provided primary customer support to internal and external customers.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Education

BBA - Business Management

Universidad Del Turabo
Gurabo
05.2018

Associate of Science - Automotive Technician

Mech Tech
Caguas
05.2004

Skills

  • Order Management
  • Documentation
  • Outstanding Communication Skills
  • Waste Management and Reduction
  • Disciplinary Enforcement
  • Staff Training
  • Leadership Development
  • Staff Management
  • Sales Professional
  • Cash Management
  • Shift Checklists
  • Sales Expertise
  • Inventory Management
  • Store Displays

Certification

  • Certified Automotive Technician
  • Licensed Automotive Technician
  • Certified Lean Six Sigma Yellow Belt

Languages

Spanish
Native language
English
Proficient
C2

Timeline

Genesis Store Manager

Sojizt De Puerto Rico
11.2021 - Current

Hyundai Sales Assistant Manager

Sojitz De Puerto Rico
03.2019 - 11.2021

Hyundai Quality Assistant Manager

Sojitz De Puerto Rico
06.2018 - 03.2019

Hyundai Senior Service Representative

Sojitz De Puerto Rico
06.2015 - 06.2018

Service Representative

Sojitz De Puerto Rico
03.2010 - 06.2015

BBA - Business Management

Universidad Del Turabo

Associate of Science - Automotive Technician

Mech Tech

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Nestor Diaz