DOMINIC FLORENTINO
Assistant Retail Manager
Paranaque City, Province of Rizal
Summary
-Results-driven Assistant Retail Manager with strong background in managing retail operations and solid experience monitoring and facilitating production and retail processes providing excellent customer service. .
-Seeking a challenging position in a reputed organization where I can learn new skills, expand my knowledge, leverage my learnings and provide them with my best performance to reach the company’s goal.
-Proven track record of success in increasing sales, managing inventory and achieving financial goals, smart with keen eye for data to identify areas for improvement.
-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.
Overview
27
27
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Retail Manager (Band B)
Globe Telecoms Inc.
1 2011 - Current
- Contributed to the development of store policies and procedures, ensuring consistency in operations and a high level of customer service across the board.
- Maximized sales by developing creative merchandising displays that showcased products effectively.
- Contributes in delivering & monitoring store’s sales, revenue target and KPI’s.
- Produced regular sales reports, analyzed data and identified areas for improvement.
- Streamlined inventory management for increased efficiency and improved product availability.
- Controlled store inventory and reviewed cash handling and operations reports.
- Tracked daily cash handling, reconciled sales and prepared bank deposits.
- Facilitated timely resolution of customer complaints, leading to high levels of customer loyalty and repeat business.
- Managed daily store operations, maintaining a clean, organized, and efficient working space for staff and customers alike.
- Supported retail manager by identifying and leveraging partnerships that benefited community and store.
- Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
- Established clear goals for each team member, motivating them towards achieving success both individually and as a whole unit.
- Optimized scheduling processes to ensure adequate staffing coverage during peak shopping hours while minimizing labor costs.
- Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
- Audited store operations and records under management direction and resolved discrepancies.
Customer Service Representative / United Airlines Reservation
Teletech Philippines
7 2008 - 1 2011
- Handles Australia and New Zealand point of sales
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively with empathy and maintaining professionalism under pressure while resolving disputes or conflicts resulting in increased loyalty and repeat business.
Customer Care Specialist / Operation Department
IBM Daksh Phil.
10.2007 - 5 2008
- Ensures calls are attended in accordance to quality assurance and all transactions are complete
- Served as an escalation point for complex or challenging cases requiring specialized attention and problem-solving abilities.
- Provide accurate information and details with adherence to the service level
- Conform to the assigned work shift schedule and breaks
- Adhere to the required Average Handling Time (AHT) and provides customer satisfaction (CSAT).
- Verified accuracy of customer account information and updated when necessary.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Department / Administrative Department
Dynamic Outsource Solutions, Inc. (DOS-I)
11.2005 - 10.2007
- OIC in the absence of the Team Leader & handles the daily reports for the service level
- Reports potential process discrepancies/system irregularities affecting service performance
- Maintain telephone courtesy and ensure responsiveness on all types of customer requests
- Resolving customer concerns within service level and quality standards at all times
- Handles daily & monthly reports
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours..
- Conducted regular performance reviews, providing constructive feedback to support employee development.
- Contributed ideas for process improvements, enhancing overall efficiency within the department while maintaining high-quality service standards.
Card Authorizer (CAU) / Marketing Associate Marketing Unit
BPI Credit Card
09.2000 - 03.2002
- Handles the monthly billings/sales of BPI Credit Card’s TIP and BT features
- Handles project and product management of BPI Express Credit Card (BECC)
- Conducts a competitive report of projects and products of other credit card companies
- Handles Special Installment Plan features and BPI Madness event
- Ensures that all transaction approvals are within the specified approval matrix
- Conform to the assigned work shift schedule, as the unit operates on a 24/ 7 days basis.
Risk Analyst (RMU) / Customer Service Assistant (CSU)
Far East Bank & Trust Company
02.1997 - 09.2000
- Provide assistance to cardholders in addressing solutions, queries, and request on product/services
- Performs certain maintenance functions related to a cardholder’s profile
- Conforms to the assigned work shift schedule, as the unit operates on a 24/ 7 days basis
- Monitors daily transactions of the cardholders for possible fraud activity
- Conducts investigation of disputed/fraudulent transactions
- Handled fraudulent card application by determining the validity/authenticity of the documents
- Conducts merchant/courier visits, orientations and investigations regarding card fraud.
Education
Bachelor of Arts major in Political Science -
San Sebastian College-Recoletos
Recto, Manila 01.1992 - 04.1996
Skills
Multitasking proficiency
Trainingsseminars
- March 2016, Globe Telecom Behavioral Training
- May 8 - May 22, 2010, HAI Resto & Bar
- February 28 - May 6, 2010, Midland Plaza Hotel
- February 23, 2010, Midland Plaza Training Center
- Oct. 2006 / June 2007, Linaheim Corporate Services
- Nov. 1999, Credit Card Association of the Philippines (CCAP)
Personality
Born on September 15, 1974 at Manila. Can work with minimal supervision, result oriented, hard working, pro-active and caring person. Fast learner with the ability to assimilate new ideas, concept, methods and technology. Computer literate and likes out-door adventures, diving, swimming, mountain climbing and basketball.
Usvisa
P5279367
Tin
903-495-052
Sss
33-4032067-0
Personal Information
Passport Number: P1739412C
References
Available upon request.
Languages
English
Upper intermediate (B2)
Interests
Thinkering
Hands-on work
Gardening
Cooking
Wood works
Outdoor adventures
Timeline
Customer Care Specialist / Operation Department
IBM Daksh Phil.
10.2007 - 5 2008
Customer Service Department / Administrative Department
Dynamic Outsource Solutions, Inc. (DOS-I)
11.2005 - 10.2007
Card Authorizer (CAU) / Marketing Associate Marketing Unit
BPI Credit Card
09.2000 - 03.2002
Risk Analyst (RMU) / Customer Service Assistant (CSU)
Far East Bank & Trust Company
02.1997 - 09.2000
Bachelor of Arts major in Political Science -
San Sebastian College-Recoletos
01.1992 - 04.1996
Assistant Retail Manager (Band B)
Globe Telecoms Inc.
1 2011 - Current
Customer Service Representative / United Airlines Reservation
Teletech Philippines
7 2008 - 1 2011
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