Fabiana Santiago

A contract of 6 months to help a high end brand to be well- established on its second year in the Fashion industry. Part of many process to ensure both Saint Tropez and Paris stores were running smoothly and customers were satisfied.

• Conducted quality, timely performance feedback and performance appraisals.
• Liaised with clients to build relationships, determine goals and gather feedback.
• Minimized staff turnover through appropriate selection, orientation and training.
• Conducted research to discover new opportunities, market trends and specific needs to craft solutions aligned with projected objectives.
• Entered time and attendance logs in preparation for payroll.
• Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Created training modules and documentation to train staff.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Monitored performance of teams and supervised daily employee activities.
• Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
• Enhanced sales volume through skilled support to both new and inactive customers.
• Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
• Monitored staff performance and addressed issues.
• Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
• Developed new procedures to meet regulatory restrictions.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Coached, developed and motivated team to achieve revenue goals.
• Resolved customer complaints regarding sales and service.
• Led recruitment efforts for positions within the country office while ensuring compliance with local labor laws.
• Organized quarterly meetings between regional offices to review performance metrics and track progress towards strategic objectives.
• Monitored competitor activities, identified opportunities for growth and developed plans to capitalize on them.
• Provided leadership in driving change initiatives within the country office by developing action plans and engaging employees in a positive manner.
• Established ambitious goals for employees to promote achievement and surpass business targets.
• Oversaw regional and local sales managers and staff.
• Implemented training programs for staff members on topics such as product knowledge, sales techniques and customer service best practices.
• Engaged customers through events, trade shows, webinars and other channels to build brand awareness and loyalty.
• Conducted regular audits of operational procedures in order to optimize efficiency.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Planned and completed group projects, working smoothly with others.
• Maintained updated knowledge through continuing education and advanced training.
• Collaborated with others to discuss new opportunities.
• Identified needs of customers promptly and efficiently.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Understood and followed oral and written directions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Assisted with customer requests and answered questions to improve satisfaction.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Recognized by management for providing exceptional customer service.

Responsable for 7 stores and +60 staffs in the Northern Region.

• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Organized promotional events to generate interest in products or services offered by the company.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Provided mentorship and coaching to staff members throughout the region as needed.
• Resolved conflicts between customers and employees within the region.
• Identified and developed top talent within management structure to promote performance-oriented culture.
• Delegated work to staff, setting priorities and goals.
• Cultivated and maintained solid partner relationships to drive mutually beneficial collaboration and bottom-line profits.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Maximized branch revenue by optimizing daily operations.
• Evaluated budget plans and current costs to project trends and recommend updates.
• Managed staff to optimize brand expansion initiative productivity.
• Cultivated positive rapport with associates and team leadership.
• Participated in job fairs throughout the year to recruit qualified candidates for open positions in the region.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Controlled shrink through strategic inventory management and loss prevention approaches.
• Drove district growth through program quality, sales initiatives and customer service.
• Identified new business opportunities through market research and industry trends.
• Developed and implemented clear policies and procedures across multi-state area.
• Analyzed regional market trends to discover new opportunities for growth.
• Managed regional operations including inventory control, staffing levels, logistics, customer service.
• Minimized turnover through effective training and employee engagement programs.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Trained staff on product knowledge, customer service techniques, sales strategies.
• Established goals, objectives, policies, procedures, and standards of performance for all personnel in the region.
• Mentored and guided general managers on proper processes and methodologies.
• Spearheaded full-cycle brand expansion initiatives across sales, marketing, advertising campaign and P&L commitments.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Reduced financial discrepancies by managing P&L to remain under budget with on-time project completion.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Identified needs of customers promptly and efficiently.

Responsable for the 5 stores, +20 staffs in the Auckland Region, working also as the Store Manager of all stores while management roles were either, on vocation or open to recruit.

• Prepared sales production reports for senior management.
• Created and maintained sales environment to support business objectives.
• Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
• Directed and coordinated products, services and sales activities.
• Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
• Analyzed business and sales targets using critical problem-solving skills.
• Researched potential clients in target markets and identified leads for new business opportunities.
• Developed and implemented new sales strategies to update product lines.
• Cultivated strong relationships with internal departments such as marketing and finance in order to maximize efficiency across teams.
• Developed long-term strategic partnerships with key accounts through effective relationship management practices.
• Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
• Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
• Oversaw regional and local sales managers and staff.
• Coached, developed and motivated team to achieve revenue goals.
• Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
• Maintained professional network of potential clients and business opportunities.
• Spent minimum of 50% of working hours outside office to conduct sales calls and create, develop and maintain referral relationships to generate viable sales leads.
• Reviewed monthly sales reports to assess progress towards goals and objectives.
• Identified areas of improvement in existing processes and procedures related to cluster sales operations.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritized and organized tasks to efficiently accomplish service goals.

• Strengthened work flow productivity by hiring, managing and developing top talent.
• Established store tactics and strategies to achieve operational performance and sales goals.
• Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
• Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
• Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
• Established weekly and monthly goals for sales staff to achieve desired results.
• Coordinated stock replenishment processes as needed based on sales trends.
• Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
• Mitigated business risks by working closely with staff members and assessing performance.
• Prevented store losses using awareness and attention to detail to detect gaps for corrective action.
• Organized merchandise displays according to seasonal promotions or special events.
• Increased store sales by cross-selling complementary items.
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
• Evaluated store performance and incorporated feedback to implement improvement plans.
• Built and maintained strong working relationships with team members.
• Led employee performance evaluations and rewarded top performers to retain quality personnel.
• Supervised cash drawer balances and deposits of store receipts.
• Handled cash register transactions accurately while providing excellent customer service.
• Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
• Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
• Delegated work to staff, setting priorities and goals.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Organized new stock for floor placement.
• Prepared employee performance appraisals, providing actionable feedback.
• Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
• Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
• Prepared staff work schedules and assigned team members to specific duties.
• Resolved customer complaints in a timely manner to maintain positive relationships with customers.
• Created engaging merchandise presentations to motivate impulse purchases.
• Performed regular audits to ensure compliance with company standards.
• Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
• Initiated new product training sessions for employees to improve product knowledge.
• Connected with customers to provide assistance and collect feedback to optimize operations.
• Improved profitability by executing daily, weekly, and monthly floor plan changes.
• Formed and sustained strategic relationships with clients.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified needs of customers promptly and efficiently.
• Completed day-to-day duties accurately and efficiently.