Rafaela Dos Santos Pesca Araujo
London
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Ladies Department Manager
H&M Flagship Store
2022.08 - 2024.06
- In this role I am responsible for:
- Leading and managing a team of 32 team members which involves all people related topics including setting priorities, training and developing to ensure high performance and adherence to company standards
- Driving sales performance by analyzing sales data to identify trends, forecast demand, and make informed decisions on stock ordering and product promotions
- Optimizing workflow to increase operational efficiency
- Collaborating with sales and visual merchandising teams to align merchandising strategies with business goals
- Managing the merchandising experience by strategically placing products and implementing visually appealing displays to attract customers and boost sales
- Proficient in providing constructive feedback to customers and staff members to enhance service quality and team performance
- Experiencing in identifying and addressing customer needs through personalized service and effective problem solving
- Conducting recruitment processes, including interviewing and hiring new staff
- Onboarding new employees and integrating adherence to company policies
- Coordinating with HR to maintain accurate employee records and process necessary documentation
- Overseeing inventory levels, conducted regular stock counts, and coordinated with suppliers to ensure timely replenishment
- By implementing a more rigorous stock-taking process and using the historical data available as reference we were able to reduce excess inventory by 20%
- This not only cut down on waste but also improved the store’s profitability
- Implementing and maintaining safety protocols and procedures
- Achievement:
- Enhancing team productivity: Developing and executing effective training programs that improved team performance and cohesion, resulting in staff being more productive and capable of handling tasks more efficiently
- Improving customers Satisfaction: Elevating customer satisfaction ratings by 30% through personalized service and prompt issue resolution, leading to higher customer retention and positive reviews
- Boosting Best-Selling items: Strategically managing store moves and product placements to highlight best-selling items, which resulted in increased visibility and sales for top-performing products
- Revamping recruitment and onboarding processes to enhance efficiency, improve new employee integration and boost team productivity.
Sales Team Leader
H&M Flagship Store
2022.04 - 2022.07
- Manage daily sales team activities and implement motivational techniques to encourage goal achievement and surpassing.
Sale Advisor
H&M Flagship Store
2019.06 - 2022.04
- Develop and implement sales plans aligned with company objectives and monitor market trends to adjust strategies as needed
- Conduct training sessions to enhance sales skills and product knowledge of the team, along with regular performance evaluations
- Ensure the team delivers high-quality customer service and intervene in complex situations or conflicts with customers to ensure satisfactory resolutions
- Prepare and analyze sales reports, monitor team performance, and identify areas for improvement to optimize sales processes
- Assist customers in finding products, answering queries, and providing product recommendations to drive sales
- Continuously improve product knowledge to effectively communicate features, benefits, and specifications to customers
- Ensure the presentation and display of products are visually appealing and aligned with company standards to attract customers
- Monitor stock levels, replenish shelves, and coordinate with the inventory team to ensure product availability
- Build rapport with customers, follow up on inquiries, and handle customer complaints or concerns to ensure a positive shopping experience and foster customer loyalty.
Education
Qualification Course - CIPD Level 5
E-Careers
Technical Course - Business
City of Westminster College
12.2021
Technical Course - Principle of Management, Financial Accounting
Senai
Espirito Santo - Brazil12.2015
Skills
- Employee Scheduling
- Sales Analysis
- Sales Promotions
- Store operations
- Merchandise planning
- Staff Management
- Process Improvement
- Customer Service
- Training and Development
- Organizational Skills
Additional Information
- AWARDS , Innovative Merchandising Award - Creative and effective merchandising strategies that significantly boost sales and enhance the visual appeal of the store. Retail Excellence Award - Exceptional performance in retail management, focusing on sales growth, customer satisfaction, and innovative merchandising strategies.
Languages
English
Advanced (C1)
Portuguese
Bilingual or Proficient (C2)
Timeline
Ladies Department Manager
H&M Flagship Store
2022.08 - 2024.06
Sales Team Leader
H&M Flagship Store
2022.04 - 2022.07
Sale Advisor
H&M Flagship Store
2019.06 - 2022.04
Qualification Course - CIPD Level 5
E-Careers
Technical Course - Business
City of Westminster College
Technical Course - Principle of Management, Financial Accounting
Senai
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