Ana-Maria Freitag
Barcelona
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Shop Manager
Stradivarius
04.2019 - 08.2023
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Mentored team members to enhance professional development and accountability in workplace.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Created employee schedules to align coverage with forecasted demands.
- Trained team members in successful strategies to meet operational and sales targets.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Monitored and analyzed sales reports to identify opportunities for growth.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained and guided team members to maintain high productivity and performance metrics.
Customer Service, Assistant Retail Store Manager
EXPERINCES
09.2017 - 09.2018
- Planned and implemented strategies to attract customers.
- Coordinated daily customer service operations (e.g.
- Sales processes, orders and payments).
- Tracked the progress of weekly, monthly, quarterly and annual objectives.
- Monitored and maintained store inventory.
- Evaluated employee performance and identify hiring and training needs.
- Supervised and motivated staff to perform their best.
- Retail operating costs, budgets and resources.
- Suggested sales training programs and techniques.
- Communicated with clients and evaluated their needs.
- Analyzed consumer behavior and adjusted product positioning.
- Researched emerging products and used collected information to update the store’s merchandise
- Created reports, analyzed and interpreted retail data like revenues, expenses and competition.
- Optimized store displays and appearance via strategic merchandising.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Assisted store manager in meeting standards for customer service and quality.
- Trained and managed associates in customer service and sales techniques.
- Completed routine store inventories.
- Answered questions about store policies and addressed customer concerns.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
Sales & Marketing Store Supervisor
Al Salam Stores
12.2013 - 08.2017
- A Luxury Designer Apparel, Fashion Brands, Perfumes, Photography Equipment, Homeware, Jewelry, and Accessories departments;
- Achieved growth and hit sales targets by successfully managing the sales team;
- Achieved growth and hit sales targets by successfully managing the sales team;
- Designed and implemented a strategic sales plan that expands customer base and ensure its strong presence;
- Managed recruiting, objectives setting, coached and monitored the performance of sales .representatives, pricing policies
- Implemented, executed and strategically expanded business channel partnerships and program initiatives.
- Analyzed sales and marketing data for improved strategies;
- Managed and executed customers plan to achieve agreed objectives and targets whilst maximizing trade investment returns;
- Responsible for building and maintaining strong professional relationships with clients, ensuring visibility, availability, achievement of sales targets and delivery of high quality customer service;
- Ensured all trades and in-store promotions and events are planned and executed in a timely manner to the existent and potential clients.
- Monitored customer business performance and jointly develop action plans to accelerate growth or to address any shortfalls
- Provided promotional information for demand planning process
- Attended fashion and designs exhibitions and trade shows as key of contact to source, connect, learn, and build our fashion business and being aware of market completion
- Acquired secondary placement and multiple touch point for key brands to increase purchase
- Provide market feedback to the Sales Manager regarding movement of goods / brands as well as provide report about competition activities in trade
- Spot and Seize sales opportunities to further grow revenue
- Ensures efficient spending of budget assigned to my accounts and ensure ROI
- Work with Retail Partners to develop Joint Sales Promotional Activities
- Ensure adherence to all Company principles and policies including Trade Spend, Business agreements, Safety and local regulations.
Chief Customer Service Officer
ALPHA BANK ROMANIA S.A
03.2010 - 12.2013
- Processed and authorized payments and foreign payments, processed cheques and promissory notes to ensure the collection
- Managed 500+ personal and company customers database
- Opened costumer ID and account for legal entities and individuals, after verifying the necessary documentation required by the internal procedures and after inquiring the available risk databases
- Contacted and established appointments with legal entities to develop business relations according with bank products and procedures by offering potential clients the best business solutions
- Managed deposits for individuals and legal entities, dealt with treasury department for the interest rates
- Built strong relationship with clients and delivered exceptional one-to-one personal customer service in line with the bank’s services standard
- Handled all the financial details and tasks of key accounts
- Prepared and submitted reports to management team
- Always worked in accordance with internal procedures and rapidly developed into a specialized operations officer by gaining colleagues and clients confidence due to trusted history performance
- Increased the number of both retail and legal entities clients for the branch with 10% + each year
- Has been awarded the best employer of the year.
Accounts Manager
BANK POST ROMANIA S.A
09.2007 - 01.2010
- Validated and confirmed booking documents also terms and condition
- Operated as the lead point of contact for all matters related to customers
- Built and maintain strong customer relationships
- Developed a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
- Ensured the timely and successful delivery of our solutions according to customer needs and objectives
- Communicated the progress of monthly / quarterly initiatives to both internal and external stakeholders
- Forecasted and tracked key account metrics
- Identified and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
- Assisted with high severity requests or issue escalations as needed
- Handled customer complaints.
ECONOMIST REVIEWER SPECIALISED
S.C. MAXIMOV SHIPPING TRADING S.R.L, INTERNATIONAL TRADE
06.2006 - 07.2007
- Checked the bookkeeping documents
- Made the primary data processing into accounting application system
- Kept the relations with the banks by issuing and giving for operation payment orders, cheques and promissory notes
- Intermediate relations between manager and foreign/ local partners
- Issued export documents and keep the permanent contact with our foreign/ local partners in order to provide and assure good assistance for the vessels
Education
MBA - Business Management in Tourism And Commerce
Danubius
Romania09.2021
BBA - Economy And International Affairs
Universitatea Dunarea De Jos
Romania07.2010
Skills
- Sales and Marketing (fashion and design – Travel & Tourism)
- Effective Communication Skills
- Organizational & Managerial Skills
- Ability to Handle Multiple Task Simultaneously
- Key Account Management
- Initiative and Follow through
- Financial awareness
- Negotiation and problem solving
- Cross cultural Communication skills
- Courses / trainings
- Customer Services and analysis
- Strong leadership skills
- Negotiations and able to work under pressure
- Business in English
- Advanced in language and computer skills
- Enhancement of presentation and project development skills
- Performance Goals
- P&L Administration
- Effective Working Relationships
- Management Training
- Operational Planning
- Constructive Feedback
- Customer Relationship Management
- Workflow Schedules
- Employee Performance Evaluations
- Sales Promotion
- Materials Planning and Logistics
- Personnel Scheduling
- Business Leadership
- Manage Operations
- Critical Thinking
- Improve Performance
Certification
The Building Blocks of Building Trust
Facing Confrontation in Customer Service
Leveraging Emotional Intelligence
Exploring Self-development
Conquering Career Stagnation
Understanding the Motives of Millennials
Languages
English
Advanced (C1)
Spanish
Beginner (A1)
Timeline
Assistant Shop Manager
Stradivarius
04.2019 - 08.2023
Customer Service, Assistant Retail Store Manager
EXPERINCES
09.2017 - 09.2018
Sales & Marketing Store Supervisor
Al Salam Stores
12.2013 - 08.2017
Chief Customer Service Officer
ALPHA BANK ROMANIA S.A
03.2010 - 12.2013
Accounts Manager
BANK POST ROMANIA S.A
09.2007 - 01.2010
ECONOMIST REVIEWER SPECIALISED
S.C. MAXIMOV SHIPPING TRADING S.R.L, INTERNATIONAL TRADE
06.2006 - 07.2007
MBA - Business Management in Tourism And Commerce
Danubius
BBA - Economy And International Affairs
Universitatea Dunarea De Jos
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