Victoria Hernandez

Loma Linda, CA, US victoria.hernandez237@gmail.com 951-435-3699 in/victoria-hernandez-61809a148/

SUMMARY
Experienced store manager with 8 years of extensive experience in program management and retail operations. Proven leadership in developing
and implementing strategies to improve store performance and customer satisfaction.

EXPERIENCE
Store Manager | Starbucks Coffee Company | Redlands, CA | April 2021 - Present
• Implemented store operational initiatives resulting in a 4.7% improvement in Y/Y revenue, 3.5% reduction in labor expenditures and 4.3%
increase in margin.
• Managed and developed a team of 30 associates, coordinated hiring and training processes and provided direction and feedback to ensure
achievement of sales goals.
• Maintained relationships with vendors to ensure delivery of efficient customer service levels.
• Monitored and maintained an inventory control system to reduce shrinkage and losses.
• Analyzed weekly/monthly sales reports to track performance of store against revenue, expense and inventory goals.
• Evaluated and revised operational processes and procedures to ensure productivity and profitability.
• Developed and implemented customer service standards in accordance with company policies and procedures.
• Created and maintained effective relationships with customers to generate customer loyalty.

Cafe Manager | Barnes and Noble | Redlands, CA | January 2020 - December 2021
• Review financials such as P&L, product mix, category sales, waste and gross margin reports to maximize sales.
• Interview and hire baristas that provide exceptional customer service.
• Communicate with cafe team respectfully and in a timely manner on key issues.
• Deliver on the companies commitment to presentation and cleanliness.
• Operational excellence to ensure compliance to cafe standards.
• Increased POS sales by 12% and decreased product waste by 23%, Increased customer satisfaction scores by 11%, decreased customer
complaints and improved staff retention by 15%.

Sales and Inventory Manager | Barnes and Noble | Redlands, CA | January 2016 - December 2020
• Following sales trends and forecasting future demand for products.
• Evaluating data regarding inventory levels.
• Communicating with suppliers to discuss shipment schedules and delivery dates.
• Validated stock levels using software system.
• Addressed product concerns by communicating with suppliers and third party vendors.
• Optimized inventory levels to reduce excess stock and minimize stock outages, resulting in reducing inventory levels by 20%, while improving
stock accuracy rates to 98%.

EDUCATION
Organizational Leadership | Arizona State University | 3.8 | Tempe, AZ | 2024

CERTIFICATIONS
FSM | National Registry of Food Safety Professionals | 2020

SKILLS
Technical Skills: Leadership, Cross Functional, Collaborate, Deliver, Impactful, Inspirational, Measurable Hard Skills: Organized, Resourceful,
Adaptable, Tenacious, Passionate Languages: Spanish, Bilingual, English Software: Microsoft, Outlook, Office, Calendaring, Onedrive Onenote,
Emails Field of Interest: Program Management, Operational, Assess, Effectiveness, Continuously Improve, Streamlined, Transform, Reimagine