Liliana Rios

Experience

• 

  Natura

  Oct 2008 - Jul 2012

  Store Manager

  • Day to day operation and management of the store• Visual merchandiser/shop display designer• Stock purchasing & delivery acceptance• Banking, cash control, weekly credit reports• Customer service • Staff recruitment, management and dismissal

• 

  Starbucks

  Jan 2014 - Apr 2018

  Store Manager

  - Ensure adherence to applicable wage and hour laws for nonexempt partners andminors.- Solicit customer feedback to understand customer needs and the needs of the localcommunity.- Using all operational tools to plan for and achieve operational excellence in the store.Tools include Automated Labor Scheduling, Monthly Status Report, QuarterlyBusiness Review, cash management and inventory management.- Utilise management information tools and analyse financial reports to identify andaddress trends and issues in store performance.- Actively manage store partners by regularly conducting performance assessments,providing feedback, and setting challenging goals to improve partner performance. Manage ongoing partner performance using performance management tools tosupport organisational objectives.- Challenge and inspire partners to achieve business results.- Challenge and inspire team members to achieve business results.- Develop and maintain positive relationships with partners in the district byunderstanding and addressing individual motivation, needs and concerns.- Ensure partners adhere to legal and operational compliance requirements.- Ensure team members adhere to legal and operational compliance requirements.- Recognise and reinforce individual and team accomplishments by using existingorganisational tools and programs as well as by finding new, creative and effectivemethods of recognition.- Utilise and demonstrate effective management principles and practices to createand maintain a successful store team resulting in an environment where partners arevalued and respected. Show less

• 

  ASOS.com

  Apr 2018 - Jun 2020

  Customer Care Team Leader

  · Coaching and developing a team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities· Ensuring customers queries are answered with the aim of a first-time resolution and are responded to within an agreed response time· Ensuring the best Customer Care experience is given to all customers· Achieving KPI’s whilst maintaining excellent quality, monitor and improve CSAT results· Identifying and highlighting trends in any customer queries · Reviewing, maintaining and improving new and existing Customer Care processes· Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve team members contribution within the context of their existing job role· Conducting weekly quality checks on the teams work and manage the feedback process to aid team members development and improve service on a continuous basis· Reviewing and understanding key Customer Care reports and feedback key messages to the team· Conducting and documenting effective monthly and annual performance reviews with the team, including return to work interviews, first stage disciplinary meetings and drive a positive work culture· Monitoring and signing off overtime worked by the team, acting as an escalation point for unresolved customer issues and flagging business and potentially contentious issues to senior management· Ensuring all relevant legislations, regulations and policies are complied with, in particular ensuring that the handling of all customer contacts are DPA and PCI compliant and that customer care decisionscomply with consumer laws· Ensuring resources are assigned where necessary and address productivity concerns· Contributing to the development of the Customer Care department, fully participate in management meetings and provide open and honest feedback to the senior management team about opportunities and support required Show less

• 

  Sainsbury's

  Apr 2020 - Jan 2021

  Customer and Trading Manager
• 

  Workforce Staffing

  Jan 2021 - Jun 2021

  Customer Service SME
• 

  Teleperformance

  Jun 2021 - Feb 2022

  Customer Service Team Lead
• 

  Comdata Group

  Feb 2022 - now

  Customer Service Manager