This document is a resume for Leticia Mesa summarizing her experience in retail management and customer service roles over the past 14 years. She has strong skills in store operations, inventory management, customer service, training, and leadership. Currently she works as a Customer Experience Manager at Banana Republic where she oversees employees, addresses customer issues, and ensures excellent customer service. Previously she held roles as a Retail Operations Representative at SpaceCoast Credit Union and stocking inventory.

1. LETICIA MESA
2270 NW 33RD
S,Miami,FL33142 | (786)212-5599| letti3333@gmail.com
SUMMARY
 HardworkingRetail Managementprofessional versed inall aspects of runninga
high-end store,includingopeningand closingprocedures,merchandising,
trainingand recruiting.
 Team-Oriented
 Sales Professional
 Exceptional Leader
 StoreOperations
 Retail Inventory Management
 OutstandingCommunication Skills
 Reliable
 Staff Development/ Training
 Organizational Skills
 Goal-Oriented
 Recruitingand Interviewing
 StoreOpeningand ClosingProcedures
 Fraud Analyst
 Cash Systems
 ConflictResolution Skills
COMPUTER SKILLS
Languages
· Fluentin English andSpanish
Software
· MS OfficeProficient
EXPERIENCE
August2014 to
Current
Customer ExperienceManager, BananaRepublic
· Delivered excellentcustomer serviceby greetingandassistingeach customer.

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· Addressed customer inquiriesandresolved complaints
· Design and implemented customer satisfactionmetrics
· Directed and supervised employees engaged in sales, inventory-takingand reconciling
cash receipts.
· Fulfilled customer shippingneeds usingUPS andUSPS methods.
· Trained all newmanagerson storeproceduresandpolicies
· Trained staff to deliver outstandingcustomer service.Addressed and corrected sales
staff communicationissuesina tactful and effectivemanner.
· Recommended and helped customersselectmerchandisebased on their needs.
· Exchanged returned merchandisefor customersquicklyand efficiently.
· Confirmed thatappropriatechangesweremadeto resolvecustomer’sproblems.
· Opened and closed thestore,includingcountingcash,openingandclosingcash
registersand creatingstaffassignments.
November 2009 toAugust2014 · Stocked and restocked inventory when shipments werereceived.
February 2005 to
August2010
Retail OperationsRep, SpaceCoastCreditUnion
· Processed salesreferralsand promoted bank servicesand products.
· Balanced daily cash depositsandbankvaultinventory with a zero errorrate.
· Processed cash withdrawals.
· Adhered to SpaceCoast CreditUnion security and auditprocedures.
· Researched andresolved customer issueson personal savings,checkingandlinesof
creditaccounts.
· Examined checksforidentification and endorsement.
· Entered member transaction data into theonlinebankingsoftware.
· Processed treasury,tax and loan payments
· Supplied tellerswith coin and currency asneeded.
· Maintained confidentiality of bank recordsand clientinformation.
· Delivered prompt,accurateand excellentcustomer service.
· ProcessReturn Checks.
· Managed Fraud Accounts
EDUCATION
2003 Associateof Arts Biology, Miami DadeCollege
2016 Certification- Health Coach, IntegrativeNutrition
Specialized in Health Coach-Nutrition
2015 Certificate-Behavioral Analysts, Denali