Manuel Sánchez

These are my main responsibilities in my current position:

• Educating B2B customers on the full range of products and offering guidance on products.
• Helping B2B customers to set up and utilize their accounts and shared software tools.
• Scheduling follow-ups to learn how satisfied with their accounts B2B customers are and sharing updates with them about promotions and upgrades.
• Managed a remote customer service team in India, overseeing performance, training, and process improvements to support UX-driven customer interactions.
• Translating feedback from users into actionable improvements, enhancing usability, accessibility, and customer satisfaction.
• Overseeing administrative tasks (manual refunds, gift-card management, etc.) to ensure compliance and customer satisfaction.
• Monitoring suspicious transactions to prevent fraudulent activities and minimize the losses.
• Handling chargebacks in a timely manner in order to minimize errors and losses.

Running the company's first and busiest store in Europe was an exciting experience in which I was in charge of the following:

• Consistently hit targets and last years' records by incentivizing, leading by example and coaching
• Submitted weekly and monthly reports about figures, KPIs, best-selling and worst-selling items.
• Ensured the company's policies through communication and adherence
• Delivered an exceptional level of customer service in line with the values of the brand
• Recruited, interviewed, and hired high-performing individuals

In my first managerial role, I had the great opportunity to lead the menswear department of the most important store of the company worldwide. My main responsibilities here were the following:

• Briefed, trained, and coached the sales associates from the menswear department in order to deliver excellent customer service against targets, KPIs, and year-on-year figures.
• Closely cooperated with the visual, AP, ops, and womenswear departments to ensure optimum levels of visual merchandising, health, safety, asset protection, staffing, and stock.
• Led visits from international partners and investors.

Working as a brand rep in the company's second store in Europe entailed my very first job in the UK. Here, trained and led by a highly competent management team, I learned how to correctly perform in a very fast-paced business carrying out tasks such as:

• Customer service and management support
• Till operations and asset protection
• KPI-tracking