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AUGUSIO C. SANTOS 100 Kings Point Drive #202, Sunny Isles Beach, EL 33160 Phone: (917)548-5052 E -mail: Augustocesar35 @gmA.com Multilingual Operations and Customer Service Professional with 15+ Years of Management and Business Development Experience B.S. in BusinessAdministraion, Univetsidade Federal do Rio de Janeiro, Brazil (1994 -1998) Languages English, Portuguese, Spanish Computer: MinnsoftExceZ Vord Power Point, Outlook Employment June 2014 - Present Tiffany & Co., Aventura Mall, Operations Professional. Responsibilities: • FiscalAccountabiky: Contribute to store inventory accuracy and availability. Adbere to all company inikakves andpokaes in regards to appropriate charging for after sales. Maintain all reporting needs and internal audit checklist compliance to ensure store is financially sound • Tiffany Experience: Independently follow -up on and resolve all customer issues up to the maximum level permitted under the estabkshed Retailguideknes. Strengthen customer brand to by providing superior service for all after -sales servicing needs concerning either repair /cleaning take -in orpbone orders. • Business Development. Partner witb the sales team by fu #ilkng merchandise requests and point sales quickly and accurately. Respondgraciously to allincoming telephone calls and emails with prompt and accurate information in order to help retain and satisfy customers. • Personal l eadersbip: Muhitask as needed to ensure that all daily, weekly and mouthy responsibikkes are completed in a timely manner. Remain current on all industry news and company updates and complete provided training courses to ensure compliance with company pokey changes to better serve customers. June 2012 —July 2013: Swatch Group, Aventura Mall, Aventura, Manager. Responsibilities: • Recruited, trained, supervised, couched and motivated store staff; helped to maintain team spirit and moral to maintain high employee satisfaction and morale, • Responsible for recruiting training appraising and supervision of store staff. General dutiesperformed In house training andguidance of new employees, revision and support of market trend awareness, responsible for monitoring sales and competitors market, responsible for conflict resokrkon, and fostering communication skills and tactics for business ommth. Actively assurance for optimum turnover of merchandise, and responsible, for foresting employee reinforcements, morale building, and employee retention and satisfaction within the business. December2007 —Jan 2012 Project Samaritan, New York City, Office Manager. Responsibilities: • Full ovmigbt of all billing services, and supervision of day to day operations. Also responsible for the development, coordination, and implementation of billing related policies and procedures. Responsible for identifying and resolving confk'cts related to business strategies, and customer outreach and complaints. Responsible for high risk management and collections issues indudink but not limited to customer's phone outreach, ckums resolution, and ibirdpary complaints. March 2006 — December 2007. Aeropostale, New York City, Store Manager. Responsibilities: • Actively involved in Hiring, sales, confh'et resolution, stock management, employeegwdance and developmentfor high demand sales, and monitoring staff levels during recruiting and retention pos -hire. Other duties: stock loss prevention, poky reinforcement and awareness for maximum sales and quality management' and responsible for customer sat fackon and business merchandise control December 2001 —March 2006: GAP, New York City/Boston, Manager. Responsibilities: • Recruiting, training, supervising and appraising staff managing budgets maintaining stakskcal and financial records planning promoting and marketing the business dealing with customer queries and complaints overseeing pricing and stock control maximhz ngprofmabiky and meeting Tales targets ensuring compliance with health and safey legislation preparing promotional materials and displays 19