Bianca Fraga-Diaz

• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients
• Processed transactions accurately while maintaining a high level of customer service
• Helped customers locate products and checked store system for merchandise at other sites
• Assisted customers with prompt and polite support in-person and via telephone
• Assisted customers in making informed decisions by offering detailed product knowledge and comparisons
• Collaborated with team members to achieve a cohesive and efficient store environment
• Met and exceeded sales targets consistently contributing to overall team success
• Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations
• Participated in ongoing training to stay updated on current products, promotions, and industry trends
• Kept up-to-date records of daily sales activities monitoring progress towards individual goals
• Opened, shelved and merchandised new products in visually appealing and organised displays for optimal sales promotions
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
• Maintained up-to-date knowledge of store sales, payment policies and security standards
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
• Established rapport with customers using active listening and interpersonal skills
• Engaged in friendly conversation with customer to better uncover individual needs
• Created inviting environment for customers by maintaining store organisation and cleanliness
• Prioritised helping customers over completing other routine tasks in store
• Recommended complementary purchases to customers, increasing revenue
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions
• Conducted product demonstrations to highlight features and redirect objections to positive aspects
• Monitored customers for signs of security concerns and escalated issues to management

Key Achievement of Note:

• Highest single sale to a customer of $900

Customer Service:

• Responding to queries, handling items, providing store knowledge
• Welcoming customers with positive body language and friendly communication
• Operating the store cash register and POS system
• Processing gift cards/discounts/vouchers at checkout
• Answering store phone calls/calling other stores for stock
• Providing advice to customers regarding store and product information
• Placing stock on hold for customers/handling online orders
• Offering accompanying products/upgrades at checkout
• Filing and signing relevant documents (receipts – returns and exchanges)
• Selling to non-English speaking customers
• Selling high value items accumulating to thousands of dollars

Stock/Store Upkeeping:

• Visual Merchandising - upkeeping the displays for customers and overall efficiency
• Unpacking up to 100 boxes of stock efficiently and effectively with co-workers
• Safely and efficiently use a box cutter/ladder
• Bin runs (loading/transporting packaging)
• Replenishing stock using cages and trolleys
• Organising/cleaning storage room and floor (sweeping, dusting, vacuuming)
• Price tagging stock and recording the receipt of goods
• Receiving and checking shipments of stock

Other Duties:

• Opening/closing store
• Responding to work related content efficiently
• Teamwork and working independently
• Relief work at Perth DFO and Perth City

Key Achievement of Note

• Highest sale level in one day $6,700

Customer Service:

• Responding to queries/handling items, providing store knowledge
• Welcoming customers with positive body language and friendly communication
• Operating the cash register and accompanying store system successfully

Stock/Store Upkeeping:

• Organising/cleaning storage room and floor
• Upkeeping stock levels on display shelves/storage rooms (floor and backroom)
• Managing donated items;
• Organisation of products by type, colour, gender, age, and size
• Selecting which items to sell based on quality
• Pricing donations/price tagging donations