Melissa Cortes
Fayetteville
Summary
Results-oriented Retail and Customer Operations Leader with over 10 years of experience in management and team leadership. Expertise in overseeing operations, resolving customer concerns, and optimizing workflows in fast-paced environments. Holds a Bachelor of Arts in Psychology, leveraging strong interpersonal and problem-solving skills to drive employee development and enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
Assistant Manager, Adult Merchandising
Old Navy
Fayetteville, AR
07.2022 - Current
- Lead hiring, interviewing, and onboarding for new team members.
- Create employee schedules and resolve staffing and scheduling conflicts.
- Supervise daily store operations, including cashiering, online order fulfillment, merchandising recovery, and customer service.
- Coach and support associates to achieve operational and customer service goals.
- Assist with inventory management and ensure compliance with company policies and procedures.
- Oversaw merchandising and floor set execution for the adult apparel department, maintaining brand standards and maximizing product visibility.
Area Supervisor- Home and Kids Dept
Kohl's
Rogers, AR
07.2021 - 07.2022
- Supervised Home and Kids departments, overseeing daily store operations to ensure smooth functioning.
- Managed opening and closing procedures, ensuring compliance with operational standards.
- Supported team members through coaching and leadership.
- Resolved customer concerns to enhance shopping experience and foster customer loyalty.
- Prepared daily reports and responded to operational communications.
Mental Health Specialist
Dungarvin
Mendota Heights, MN
12.2020 - 06.2021
- Supported individuals with intensive mental health needs in a residential setting.
- Implemented individualized care plans and positive behavioral support strategies.
- Assisted residents with daily living activities while promoting independence.
- Maintained accurate documentation and collaborated with multidisciplinary teams.
Assistant Member Service Manager
Life Time Fitness
Fridley, MN
05.2018 - 01.2021
- Supervised front desk operations and member service staff.
- Assisted with hiring, onboarding, and employee development.
- Managed member concerns and resolved service issues.
- Prepared daily operational reports and maintained administrative records.
- Ensured exceptional customer service and efficient facility operations.
General Manager
Planet Fitness
Southfield, MI
08.2015 - 04.2018
- Directed all daily club operations and supervised staff.
- Recruited, hired, trained, and coached employees.
- Managed scheduling, payroll support, and operational reporting.
- Resolved member concerns while maintaining high customer satisfaction.
- Ensured compliance with company standards and operational procedures.
Resident Assistant
Gannon University Residence Life
08.2012 - 05.2013
- Promoted a safe and supportive residential community.
- Assisted students with personal and academic concerns.
- Enforced residence hall policies and responded to resident needs.
- Organized community-building activities and programs.
Layaway Associate
Kmart
Lorain, OH
08.2009 - 12.2011
- Processed layaway transactions and cashier duties.
- Assisted customers with purchases, payments, and account inquiries.
- Maintained organized merchandise and provided excellent customer service.
Education
Bachelor of Arts - Psychology
Gannon University
Erie, PA01.2015
High School Diploma -
Lorain High School
Lorain, OH06.2011
Skills
- Retail sales transactions
- Sales expertise
- Upselling
- Customer service
- Complaint resolution
- Client relationship building
- Greeting customers
- Providing product information
- Customer inquiry handling
- Customer returns handling
- Fashion retail
- Retail merchandising
- Store opening procedures
- Store closing procedures
- Retail shipping operations
- Inventory management
- Cash handling
- Balancing cash drawers
- Cash register
- POS systems
- Price verification
- Stocking
- Microsoft Excel
- Microsoft Word
- Microsoft Office
- Canva
- Presentation design
- Data entry
- Payroll
- Recruiting
- Employee relations
- Critical Thinking
- Communication
- Team Player
- Phone communication
- Retail math
- Merchandising displays
- Depositing cash
- Phone communication
Languages
English
Additional Information
- Authorized to work in the US for any employer
- Computer Skills
- Software
- Basic computer skills and knowledge of Microsoft Office.
Timeline
Assistant Manager, Adult Merchandising
Old Navy
07.2022 - Current
Area Supervisor- Home and Kids Dept
Kohl's
07.2021 - 07.2022
Mental Health Specialist
Dungarvin
12.2020 - 06.2021
Assistant Member Service Manager
Life Time Fitness
05.2018 - 01.2021
General Manager
Planet Fitness
08.2015 - 04.2018
Resident Assistant
Gannon University Residence Life
08.2012 - 05.2013
Layaway Associate
Kmart
08.2009 - 12.2011
Bachelor of Arts - Psychology
Gannon University
High School Diploma -
Lorain High School