Paola Diaz

- Team leadership and supervision managing a motivated and diverse team of 30 staff members, ensuring high performance, professional development and adherence to company policies.

- Ensuring all company policies, procedures, and regulatory requirements are met, maintaining accurate records and handling quarterly audits.

- Managing customer interactions professionally, resolving disputes effectively and maintaining positive customer relations.

- Overseeing stock control, financial transactions and operational procedures ensuring accuracy and efficiency.

- Conducting staff training on policies, product knowledge and customer service best practices.

- Identifying operational risks, handling escalations and implementing solutions to improve efficiency and compliance.

- Handling all HR and administrational procedures ensuring smooth disciplinary action and guaranteeing events are handled with diligence.

- ⁠Successfully driving sales and meeting financial target expectations weekly and quarterly while also maintaining high KPI performance.

• As the store manager my duties are pretty much the same as the assistant manager role but be the face of the store
• I have to make sure that BTRs are being looked at to ensure how we could maximise sales and see what parts of the store are struggling
• I have to attending meetings in Milton Keynes with other store managers to discuss how the area is doing and any room for improvement
• I have to Lead visits and explain/justify what was being done with the store at the present time.
• Performed key-holding duties by managing cash drawers, site security and timely opening and closing.
• Improved store ranking by identifying performance gaps.
• Developed new promotions and product lines to exceed sales targets.
• Hired and trained [Number] employees to deliver store goals.
• Prioritised in-store sanitation, safety and health by raising standards and conducting regular inspections.
• Coached and mentored store team members to achieve multiple promotions.
• Enthusiastically interacted with customers and executive leaders to boost sales and team morale.
• Prepared sales reports and reconciled accounts with strong finance management skills.
• Trained and supervised team to deliver on store sales targets.
• Managed cash and reconciled tills with rigorous security measures.
• Strengthened team performance by attracting and developing top talent.
• Reorganised sales floor to improve visual merchandising displays.
• Generated repeat business through exceptional customer service.
• Evaluated team performance and handled disciplinary actions.
• Managed sales records, reconciled cash and made bank deposits while performing store opening and closing duties.
• Briefed team on product and promotion changes to support upselling.
• Led branch to achieve maximum sales within territory, exceeding revenue forecasts.
• Delivered quality service with friendly and professional demeanour.
• Empowered sales team to maximise sales revenue and exceed corporate goals.
• Delegated work based on sales targets and individual employee strengths.
• Revamped store appearance and displays to reflect seasonal trends and promotions.
• Fostered positive relationships with customers and suppliers.
• Forecasted sales performance to efficiently budget and order stock.
• Completed audits and risk assessments to achieve regulatory compliance.
• Built store brand through successful advertising and visual merchandising strategies.
• Prepared rotas and administered payroll for large store.
• Prepared detailed reports on store performance, presenting findings to senior management for strategic planning.
• Implemented visual merchandising strategies to enhance product visibility and drive sales.
• Collaborated with HR to recruit, interview, and hire new staff, ensuring a high level of team capability.
• Implemented health and safety protocols to ensure a safe shopping environment for customers and staff.
• Managed store budget, controlling expenses to ensure financial targets were met.
• Handled customer complaints, offering resolutions that maintained satisfaction and loyalty.
• Conducted regular performance reviews, setting objectives and targets for individual team members.
• Developed and maintained relationships with local businesses to boost community engagement and store profile.
• Developed loyalty programmes to reward repeat customers and strengthen brand allegiance.
• Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
• Hired and trained staff for optimum performance against sales and marketing objectives.
• Merchandised displays to showcase new and popular items.

• Being assistant manager, it was my duty to assist the general manager with day to day responsibilities, overseeing staff and being the main leader for the store and team during my shift
• My main duties included cash handling before opening and after closing the store and also throughout the day when needed
• I was responsible for my team, ensuring they are briefed on store goals and targets and delegating their tasks for the day while also providing one on one training for new employees
• I organised promotions and maintained marketing efforts by informing customers about offers ensuring exceptional customer service from me and the rest of my team
• As with any management role, I kept my main focus on making sure KPI’s are reached every day, as well as monitoring the daily and weekly objectives/targets pushing for them to be met
• During my time at JD, within the past year, we have successfully been able to drive more money into the store resulting in us continually exceeding our target amount.

• As store manager, my core jobs include opening and closing the store, this also includes cash handling throughout the day
• I manage incoming deliveries making sure they are processed and put out efficiently while restocking the walls when needed
• I ensure sales are launched on the dates required, in line with this when assisting customers, I successfully aim to convert customers towards promotional offers
• In terms of my team, it is my duty to organise the rota for the day/week while also taking into consideration holiday requests from my staff making sure I am able to organise holiday effectively while still having cover
• A main daily focus for my store would be making sure that targets and KPI’s are reached, also checking the AVS and UPT everyhour
• Currently, our KPI is top 1 in the region and AVS is one of the top above other competing stores.

• As the Deputy manager, it is my duty to ensure any new lines that arrive are to be put out and merchandised as I say
• I run a team of 4 to 12 a day depending on the hours that I finish
• I make sure that staff are aware of the customers around them and are vigilant of their buying signals
• When the store manager leaves the store to go home or isn't in, then I become the manager of the store
• My duties would be cash handling prior to opening and also upon closing the store
• Making sure KPI's are met every day and ensuring targets and objectives are also being hit weekly and quarterly
• I make sure staff are trained correctly upon customer service, housekeeping and standardising/product placement
• I participate in conference calls weekly to take on any advice given or any news that would help or is needed for the store
• I also have had to travel to train in different stores just to see the different paced environments but Oxfords is the busiest.

• At Emporio Armani, I was the VM of the store
• I made sure that the stock was run and maintained during the day and also before opening the store
• I took charge of the shop floor when needed to ensure that KPI'S were met and that the conversion rate didn't drop below the standard
• I also made sure that our customer service training to our staff was up to date to ensure skill enhancement and to utilise someone’s potential
• I also made sure that the staff were always making sure that housekeeping duties were being done as it is very key for customer service
• I had been considered and had interviews for a manager role at Armani but I much rather preferred something closer to home.

• In this Job, I had to organise and distribute tasks and positions to each member of the team, make sure the KPI'S are met
• I also collaborated with the store manager in creating the rota order, stock and opening and closing the shop
• Bonnie is a souvenir shop located in the city centre, we have all types of Oxford university clothes etc also Harry Potter and some accessories
• Summertime was the busiest time for us, we had to be quick and make the customers happy so they would buy our products
• We had a high selection of local customers who loved the good service we provide
• I also worked in the stockroom and was proud and passionate and motivated to do my job at Bonnie.

• I got this job for the purpose of learning something new
• The system in Zara was more modernised, so I had the responsibility to open my tills but I was also helping customers at the same time
• I had to be available to answer the phone and try to help both sets of customers without annoying any of them and at the end of the day, I was cashing out my till and making sure my section was tidy.

• This was my first job in retail
• I was very good and I was quick to learn the tills and showed great promise
• I would communicate with the customers in a friendly way, and also I was moved to the kid’s department where I learnt to display new lines and products etc.