EDUCATION
Master in Business Administration (MBA) from the University of Florida
B.A. Business, Major in Accounting from the University of Puerto Rico
PROFESSIONAL EXPERIENCE
Target Corporation, Tampa, FL 2007-2008
Store Team Leader
Responsible to lead a store of 150-200 team members and ~$30MM in Sales, build team morale, deliver a positive customer experience, and increase the profitability of the operation.
Drove increased traffic and repeat sales through improvements in in-store Credit Card execution of 27% over last year.
Beat Sales forecast by 5%, within an environment of 3-5% Sales decline for the company.
Coordinated recruiting efforts targeted to the Hispanic market, increasing the involvement of Target on a National level with NSHMBA (National Society of Hispanic MBAs).
JPMorgan Chase, Tampa, FL 2006
Business Development Consultant
As part of the Treasury & Securities Services group, responsible to create strategies to reach new markets in the Electronic Financial Transactions’ industry. This includes assessing current levels of client’s satisfaction, understanding the current processes displayed in the domestic and international centers and coordinating brainstorming sessions with customers, associates and suppliers. Also responsible for compiling all findings and using the information to improve the overall customer interaction process, delivering monthly reports to senior management of these areas, and implementing improvements in the areas needed.
THE HOME DEPOT, Tampa, FL
2004-2006
Store General Manager
As part of the Store Leadership Program, responsible for delivering and ensuring outstanding customer service and leading a team of +200 associates, while maximizing the profits of a $70MM annual sales store. These tasks included problem-solving, risk management, talent development, regional market analysis, and financial (P&L) responsibilities.
Coordinated Six Sigma project to increase overall performance of flooring department, improving sales by 18%, achieving 100% execution of merchandise plan for three quarters in a row, while keeping labor hours within +/- 5% of allocated budget.
Created employee survey program targeted to improve morale through better understanding of scheduling needs. After three months, adjusted schedules according to the survey results, increasing our attendance by ~20%, and increasing our “adherence to schedule” by 25%.
Coordinated project with the Tampa Bay Buccaneers to increase THD stores’ brand awareness in the community. Organized community events and players’ appearances at stores, increasing foot traffic by more than 20% at each venue.
CAPITAL ONE FINANCIAL, Tampa, FL
1999-2004
Senior Operations Manager
Responsible for the total operations of both international and domestic call centers. This included performance of all areas, with reporting responsibilities of 5-8 mid level managers and ~250 associates. Set long term strategies for bilingual servicing in phone, email and correspondence centers.
Launched international operations in Costa Rica. Enhanced recruiting process, designed initial training modules, and created quality control processes. Achieved highest overall ranking across all international operations network, increasing annual bottom line profits by $11MM, a 62% increase from previous year.
Coordinated growth of bilingual department by more than 400% within two years (from 60 to 250), consistently improving performance during the process. Improved program to transition trainees to the production floor, reducing attrition by 40%, and increasing performance by 30%, a $1.3MM impact to bottom line.
Developed bilingual cross sales program, increasing annual revenue by $4.2MM.
VAPR FEDERAL CREDIT UNION, San Juan, PR 1995-1998
Senior Accountant
PROCTER & GAMBLE, San Juan, PR 1993-1994
Sales Representative