Luz's Resume

Luz

Technical Specialist

Female

Nationality

Technical Specialist
Apple
2022.05-Current
(3 years)
3 years 7 months (2 years 11 months) • Troubleshot, diagnosed, and resolved iOS devices, Apple TV, Apple Watch, Beats, Airport and other small devices & their accompanying software. • Empathized when technology was not working as expected and explained difficult technical problems in terms customers would understand. • Supported customers in a timely manner and balanced priorities to achieve individual and team productivity goals. • Set reasonable expectations for customers and kept them informed and updated throughout their interaction. • Documented all pertinent user information and the nature of the problem with accuracy in all supported systems. • Developed product knowledge and researched required information using all available tools & resources. • Recorded all transactions accurately to maintain service and inventory part accuracy. • Provided additional support such as check-in duties or service functions as needed.
Product Zone Specialist
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2021.09-2022.05
(9 months)
• Contributed to success across all store areas and flexed appropriately to meet business needs. • Proactively approached & engaged with customers to understand their needs and present complete solutions for all customers. • Provided customized solutions based on each customer’s specific needs, including business, education and creative professionals. • Set up new Apple products for customers and offered personalization. • Maintained knowledge of current in-store and online products & services, promotions, merchandise features, inventory, policies and procedures. • Stayed up to date on new information, product and service offerings, and company initiatives by leveraging internal tools and resources, on-the-job experiences and peers.
Bra Fit Expert
Victoria's Secret
2021.04-2021.09
(6 months)
• Drives bra sales and growth by personally selling to customers. • Proactively engages with customers, reads cues and responds effectively. • Moves with intention, connects with multiple customers and encourages them to try on product. • Uses confident selling statements and is effective at overcoming customer objections. • Demonstrates expert-level product and fit knowledge to diagnose fit issues and build bra wardrobes on the sales floor and/or fitting room. • Provides customers with the perfect bra fit by asking effective questions, taking a measurement, or conducting a fitting. • Creates an enthusiasm for Best at Bras strategies by inspiring, supporting and mentoring others’ bra behaviors. • Uses and maintains the Bra Wardrobing Center to introduce customers to bras and follow up while they are in the fitting room. • Takes initiative to understand the bra business and offers suggestions on how the store can drive bra growth. • Participates in bra sales goal setting with manager and tracks individual and team performance towards the goal. • Assists in training of new sales associates, serving as a shadow partner. • Delivers a friendly and efficient cash wrap experience, processing customer transactions accurately and efficiently at the Point of Sale (POS) or Mobile Register, as needed.
Sales Associate
Victoria's Secret
2018.09-2020.03
(2 years)
(1 year 7 months) • Greeted customers, helped locate merchandise and suggested suitable options. • Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions. • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior. • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction. • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns. • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction. • Fielded questions and solved problems by informing customers of current promotions and store policies.
Barista Trainer
Starbucks
2018.09-2019.07
(a year)
• Delivers excellent guest service to internal and external customers in line with the organization’s mission, culture, and values. • Models appropriate guest and partner interaction at all times, displaying the values of the culture of excellence and leading in a manner that serves as an organizational model for the values. • Trains and certifies all newly hired Starbucks partners through the Barista Certification process. • Follows the Starbucks Barista Trainer Teaching model. • Using active coaching to ensure all partners are following food safety procedures as well as Starbucks drink recipes to provide premium quality products. • Ensures daily time, temperature, transfer and waste controls are followed. • Ensures health codes and safety standards are followed in order to maintain a high health score. • Ensures that company policies are enforced. • Provides necessary direction to partners and ensures that partners perform their assigned duties. • Trains new partners to ensure knowledge of opening/closing procedures and guest service expectations. • Oversees daily supervision of newly hired partners, along with the manager and other team leaders, motivating and leading them in accordance with our Culture and Values. • Adheres to organization’s processes and procedures, ensuring these are always consistently followed. • Performs other duties as assigned by management.
Shift Lead
Shake Shack
2015.11-2018.08
(3 years)
(2 years 10 months) • Leads and/or performs the opening procedures and set-up and prepares the Shack to be guest-ready by opening. • Ensures that the team maintains clean and organized storage areas and follows all receiving procedures. • Handles the reporting of all product quality failures (PQFs) quickly and appropriately. • Manages the cleanliness of the facility to exceed Department of Health standards while ensuring that it is aesthetically appealing. • Takes the necessary steps to ensure that all equipment functions properly in order to provide the team with the tools they need to serve our guests to our high standards. • Prepares the Pre-Meal board and may lead informative and inspiring Pre- Meal Meetings when an Exempt Manager is not available. Leads, Trains and Develops the Team • Trains, coaches and guides team members and trainers during the shift – ensuring that all communication, and procedural tools are being used and followed – in a continuous effort to achieve operational excellence, effective communication and uncommon hospitality every day on every shift. • Leads through positive words and actions and embraces the culture and the mission of Shake Shack (Stand for Something Good); embodies the SHACK PACT and motivates all levels of employees to achieve championship performance. • Manages and cultivates relationships with the team, the guests, and the vendors in a continual effort to champion the 5 Tenets of Enlightened Hospitality. • Manages the team’s appearance and performance and recommends that corrective action be taken when appropriate.