Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ma.Luisa Cruz

Werrington,NSW

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Store Manager

ZARA INDITEX
01.2020 - Current
  • Display sense of responsibility and ownership
  • Assisted with stock accuracy and loss prevention by managing daily, monthly, quarterly and yearly reports through company systems
  • Provided weekly work schedules to employees to accommodate business demands and annual leave requests of subordinate Managers
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations, arranging manpower (target budget productivity vs task)
  • Trained team members in successful strategies to meet operational and sales targets
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
  • Understanding guidelines and boutique concept
  • Performing and preparing the entire store for Product Manager Visits twice a year
  • Interpretation and execution properly of pilot picture and SWS information and adapts store layout and customer profile by coordinating walls and tables with not only best sellers but also with new arrivals and potential collections in priority areas and floor hotspots whilst following the guidelines
  • Adapting and understanding of the floor layout, divisions and collections by sections and create proposal if needed
  • Implementing importance of price points and is able to display them according to the collection concept and for the sale benefit
  • Producing alternatives sold outs items and rotation items
  • Is able to control and view VM standards with the visual coordinators and Image Manager to balance between sales and image
  • Has a fluent communication with the Image Area Manager and Country Operation Manager and Human Resources department
  • Conducting briefing in teams to get new ideas advices and provides frequent feedback about the product and new collection
  • Is able to prepare and organise a smooth operations of the store with balance of manpower and target goals
  • Staff deployment and managing 150+ team in store with team communication and development
  • Shop-floor service and staff image and presence allocation
  • Cashier desk and security prosegur floating procedure store opening and closing store
  • Stockroom and shop-floor organisation, including stock inquiry, delivery replenishment and till operation
  • Following and implementing employment policy procedure
  • Able to perform Customer Relation Manager in-store.
  • Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
  • Completed routine store inventories.
  • Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Optimized store displays and appearance via strategic merchandising.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
  • Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
  • Managed store organization, maintenance, and purchasing functions.
  • Submitted orders for new inventory.
  • Created employee schedules to align coverage with forecasted demands.
  • Collaborated with upper management to develop strategic plans for store growth and expansion.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Prepared comprehensive reports detailing key KPIs such as sales figures customer demographics inventory turnover rate sharing data higher-ups actionable insights improvements needed areas.
  • Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
  • Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
  • Managed all aspects of budgeting for the retail location including labor costs, expenses control, revenue tracking.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
  • Upheld brand identity standards within the store location through consistent signage presentation merchandise displays following corporate guidelines.
  • Coordinated staff training sessions on new products sales techniques ensuring team members well-versed equipped effectively sell merchandise meet customer needs.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
  • Conducted market research stay abreast industry trends competitor strategies adapting store's offerings accordingly maintain a competitive edge.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Supervised guests at front counter, answering questions regarding products.
  • Assisted with hiring, training and mentoring new staff members.
  • Approved regular payroll submissions for employees.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Department Operation Manager

ZARA INDITEX
04.2018 - 01.2021
  • Stockroom/Shopfloor Operation
  • Educate managers the value of right inventory before and after it takes place
  • Managing 30 Team members of the department by creating roster shifts whilst adapting to business needs and availability of a staff
  • Executing floor plan proposal to the Image Area Manager
  • Able to distinguish the benefit of RFID (customer service, sales/return, Inventory,Delivery and replenishment security
  • Read information on labels, and know the product, collection, styles, colours, sizes, and fabrics including shoes and accessories
  • Picking replenishment whilst understanding the folding and hanging
  • Understand how the stockroom is organised, organise stock according to family and styles quickly and accurately, can process overstock and understand what to do with faulties
  • Keeping the tidiness & cleanliness level of stockroom
  • RFID Movement: Transfer to shop-floor (What's situation, How, Where to operate)
  • Reservation (Transfer out- Hold in PDA)
  • Keep Fitting room tidy and clean, not to use as stockroom working area
  • Understanding the detail of replenishment report/check equivalents
  • Unpack boxes separating subfamily and sections
  • Changing hangers for replenishments and place tidy
  • Take stock-back to right stockrooms
  • Till components and connections
  • Check points on Tills sale before and after RFID implementation
  • Dealing with special cases (empty alarms, or alarms with incorrect information)
  • Control ECO system is set correctly in store achieving the consumption performance target
  • Represents how to be involve in SUSTAINABILITY
  • Support then management team and works alongside commercial teams in sales
  • Closing and opening store
  • Dealing with prosegur to secure enough float and change rotation for the store
  • Securing garments with alarms for loss and prevention to lower the shrinkage
  • Ensuring the areas of stockrooms are prepared for the delivery
  • Handle special cases for example (broken boxes from delivery,Missing boxes unexpected boxes do not belong to the store)
  • Inventory preparation by preparing devices, following the steps in scanning (top to bottom, wall and central furniture
  • Understand how to use TGT/PDA/iPod to check stock in-store/online
  • Till Operation
  • Understand all information on the receipt (store code, date, ticket/till/transaction number, price, season, section, payment method, E-ticket and EFTPOS Slip)
  • Understands till knowledge: screen layout, tabs menu, RFID detacher, sales reports, POS terminal, printer, scanner...)
  • Know the Return and Exchange Policy
  • Know the procedure of Employee Discount
  • Know all types of Security Tags (RFID alarm/tag, white alarm, cable alarm...) and tagging location (opposite wash label, collar of knitwear, right cuff of coat, tempe...)
  • Cashier customer service standard (greeting, eye contact, handle money with two hands, thank customer)
  • Telephone & Microphone Standards
  • Know all services that we offer to the customers at the cash desk (store locations, price check, holds/reservation, stock check, invoice, gift card, gift packaging, suit bag...)
  • Gift Card basics (expiry, channels of use, minimum & maximum)
  • Precise counting procedures to prevent discrepancies
  • Read and understand Cashier Security & Cash Handling Policy
  • Maintain and follow security procedures at the Cash Desk.

Food and Beverage Manager

Lily’s Restaurant,Bar and Cafe & Function Centre
03.2014 - 03.2017
  • Managed inventory effectively, reducing waste and optimizing stock levels.
  • Resolved customer complaints involving food or beverage quality and service.
  • Developed staff training programs to enhance service skills and increase overall efficiency.
  • Maintained highest standards for beverage quality and service.
  • Organized successful special events that contributed to increased sales figures.
  • Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
  • Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
  • Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
  • Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
  • Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
  • Implemented cost-saving measures in purchasing, resulting in significant budgetary improvements.
  • Responded to customer complaints, addressing concerns, and distress with amicable interactions.
  • Collaborated with chefs and kitchen staff to ensure high-quality food preparation and timely delivery to customers.
  • Maintained compliance with industry standards regarding alcohol service guidelines by regularly updating staff training and certifications.
  • Worked closely with marketing teams on promotional activities that generated increased foot traffic.
  • Oversaw proper disposal of unused and tainted beverage stock, adhering to related health and safety guidelines.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.

Customer Service Attendant

Parramatta Leagues Club
04.2013 - 02.2014
  • Enhanced customer satisfaction by consistently providing prompt and courteous service.
  • Contributed to a positive work environment by collaborating with colleagues in addressing challenging situations as a cohesive team.
  • Resolved customer complaints effectively, ensuring a positive experience and maintaining loyalty.
  • Provided support during peak hours, contributing to smooth operations and minimal wait times for customers.
  • Assisted customers in navigating company website and online services, promoting ease of use and accessibility.
  • Participated in ongoing training sessions to stay informed on industry trends, best practices, and new product offerings for effective client communication.
  • Implemented new strategies for managing high call volumes, improving response times and customer satisfaction levels.
  • Conducted regular follow-ups with customers to ensure their needs were met and any issues were addressed promptly.
  • Assisted in developing standard operating procedures that led to an increase in overall efficiency within the department.
  • Developed rapport with clientele by actively listening to concerns and providing appropriate solutions or referrals when necessary.
  • Ensured compliance with all company policies while handling sensitive client information responsibly and securely at all times.
  • Proactively anticipated potential issues or roadblocks by monitoring common patterns among customer concerns; suggested improvements to management as appropriate.
  • Served as a mentor for new hires, providing guidance and support in their transition into the Customer Service Attendant role.
  • Collaborated with team members to improve overall customer service standards within the company.

Waitress Supervisor

Criniti's
09.2011 - 04.2013
  • Managed table turnover rate effectively allowing for more guests served per shift.
  • Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
  • Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
  • Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
  • Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
  • Contributed to revenue growth through effective management of guest reservations, seating arrangements, and special event bookings.
  • Improved teamwork among staff members by leading regular meetings to address concerns, share best practices, and set goals.
  • Implemented staff training programs focusing on food allergy awareness, reducing instances of allergic reactions among restaurant guests.
  • Supported marketing efforts through active participation in local events, promotions, and social media campaigns targeting potential customers in the area.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Supervised food presentation and plating to enhance visual appeal.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.

Education

Bachelor of Social Science and Psychology -

University of Newcaslte
01.2008

Bachelor of Science Major in Pharmacy -

Our Lady of Fatima University Philippines
01.2003

Skills

  • Customer Service
  • Handling customer disputes
  • Inventory Management/Shrinkage control
  • Analytical problem solver/proven ability to solve problematic buyers at varying levels
  • Strong Multi-tasking skill
  • Store product Visual Merchandising
  • Able to balance and identify priority and needs
  • Problem-Solving
  • Customer Relations
  • Multitasking and Organization
  • Training and mentoring
  • Store Opening and Closing
  • Team Leadership
  • Store operations
  • Team leadership and coaching
  • Employee Training
  • Shift Scheduling
  • Inventory Management
  • Recruitment and hiring
  • Operations Management
  • Staff Management
  • Work Planning and Prioritization
  • Documentation And Reporting
  • Strategic thinker
  • Product Merchandising
  • Customer Response
  • Aptitude to work in a fast paced and diverse environment
  • Experience in adhering company policy that is highly regarded
  • Handle pressure and react quickly in professional manner and react quickly when dealing with unexpected situations
  • Foresee and forward plan (bigger picture) provide solutions in both preventive and reactive manner
  • Bank and Safe Deposits
  • Performance Reviews
  • Sales Analysis
  • Talent Recruitment
  • Culture development
  • Program implementation

Certification

  • First Aid Training - April 2025
  • CPR -April 2025

Timeline

Store Manager

ZARA INDITEX
01.2020 - Current

Department Operation Manager

ZARA INDITEX
04.2018 - 01.2021

Food and Beverage Manager

Lily’s Restaurant,Bar and Cafe & Function Centre
03.2014 - 03.2017

Customer Service Attendant

Parramatta Leagues Club
04.2013 - 02.2014

Waitress Supervisor

Criniti's
09.2011 - 04.2013

Bachelor of Social Science and Psychology -

University of Newcaslte

Bachelor of Science Major in Pharmacy -

Our Lady of Fatima University Philippines

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Ma.Luisa Cruz