Florence Ng'ang'a
Kiambu
Summary
Proven leader in retail management with a track record of enhancing customer satisfaction and boosting store profitability at Shop Zetu. Skilled in inventory control and customer service management, I excel in team leadership and problem-solving, achieving a 20% increase in sales through strategic planning and outstanding communication.
Overview
8
8
years of professional experience
Work History
Store Manager
Shop Zetu
07.2023 - Current
- Managing daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managing inventory control, cash control, and store opening and closing procedures.
- Educating customers on products as well as relevant sale policies.
- Managing the sales team rota, ensuring that all staff work according to agreed standards
- Addressing customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managing store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Achieving store revenue and profitability targets.
- Representing Shop Zetu brands and ensuring high quality standards in the day to day operations of the store.
- Ensuring accuracy of data and records at all times while promoting operational efficiency.
- Delivering consistently great customer experience, ensuring all clients receive VIP treatment.
- Ensuring any and all promises made to the clients are tracked and met.
- Overseeing all financial management and reporting including recording daily sales,banking and petty cash
- Ensuring fitting rooms are always customer-ready.
- Contributing to stock allocation by giving stock requests and feedback on all new styles and collections.
- Overseeing monthly stock takes and weekly cycle counts and ensuring that any necessary follow up is acted upon.
- Analyzing and taking action based on store level best sellers and sell through reports.
- Managing any Shop Zetu fulfillment within the store.
- Ensuring that the Shop Zetu Website is used to market, upsell and cross sell any products that are not physically in the store.
- Ensuring that all team members are familiar with and following the procedures and policies spelled out in the Shop Zetu manual.
- Developing team skills by identifying individual training needs as well as encouraging effective teamwork.
- Providing individual support to new members.Ensuring a full induction is provided for and adequate support given during their learning curve.
Sales Assistant
Shop Zetu
05.2023 - 07.2023
- 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.
- Increased sales by building strong customer relationships and providing excellent 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.
Beauty Advisor
Pauline Cosmetics
06.2022 - 12.2022
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
- Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
- Applied makeup and skincare products to customers following guidelines to enable testing of brand.
- Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Maintained counter and display areas for cleanliness and organization.
- Enhanced customer satisfaction by providing personalized beauty consultations and recommending suitable products.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
Perfume, Hair and Cosmetic Shop
Self-employed
06.2019 - 07.2021
- Maintained a clean and organized shop floor, ensuring safety standards were upheld at all times
- Recommending perfumes based on customer description.
- Maintaining good customer relations.
- Record keeping and restocking.
- Maintaining customer database.
Front Office Assistant and Administrator
Sweet Inspirations
11.2017 - 12.2018
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Reviewed and updated customer information in database for accuracy.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
- Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
Sales Manager
Tasties Burgers and Catering
01.2017 - 10.2017
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Education
Diploma - Credit One - Hospitality Management
Kenyatta University
Nairobi,Kenya12.2016
KCSE-C+ -
St.Martins Secondary School
Nairobi, Kenya 11.2012
KCPE-B+ -
Westlands Primary School
Nairobi, Kenya 11.2008
Skills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Inventory Management
- Store Merchandising
- Cash Management
- Strong and convincing communication skills
- Selling
- Computer literacy
- Retail Inventory Management
- Inventory Control
- POS Systems
- Sales expertise
- Team player
Timeline
Store Manager
Shop Zetu
07.2023 - Current
Sales Assistant
Shop Zetu
05.2023 - 07.2023
Beauty Advisor
Pauline Cosmetics
06.2022 - 12.2022
Perfume, Hair and Cosmetic Shop
Self-employed
06.2019 - 07.2021
Front Office Assistant and Administrator
Sweet Inspirations
11.2017 - 12.2018
Sales Manager
Tasties Burgers and Catering
01.2017 - 10.2017
Diploma - Credit One - Hospitality Management
Kenyatta University
KCSE-C+ -
St.Martins Secondary School
KCPE-B+ -
Westlands Primary School
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