Soraia Baltazar
Boutique Manager | CX & Clientelling Specialist
Lisbon,11
Summary
Dynamic Boutique Manager with extensive experience in leading premium retail operations and cultivating high-performing teams dedicated to exceptional customer service. Expertise in monitoring operational KPIs, controlling costs and budgets, and collaborating with external partners to ensure adherence to quality standards and service level agreements (SLAs). Proven success in leveraging data analysis for continuous process improvement and fostering cross-functional collaboration across departments. Eager to transition into Customer Service & Operations, offering agility, analytical insight, and a strong commitment to enhancing efficiency.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Boutique Manager
Montblanc
11.2022 - Current
- Led the boutique to achieve consecutive, historic sales records, maintaining an exceptional growth trajectory year-over-year.
- Guided team to meet sales targets through impactful coaching and training techniques.
- Supervised daily operations, refining workflows to boost efficiency and productivity.
- Established solid customer relationships, boosting loyalty and increasing repeat business.
- Sustain current customer database and establish rapport with new clients.
- Created and enforced visual merchandising standards to enrich customer experience.
- Oversaw inventory levels to ensure optimal stock availability.
- Assessed sales trends to enhance product selection and promotional tactics.
- Involved associates in tasks and allocated responsibilities among team members.
- Administered performance evaluations supplying insights to promote employee development and engagement.
Store Manager
Alpargatas S.A.
07.2017 - 06.2022
- Oversaw daily store operations, facilitating outstanding customer service and efficient workflow.
- Guided and enhanced team members, fostering an environment of ongoing improvement.
- Integrated inventory management, cash flow supervision, and store procedural transitions to maximize operational performance
- Managed store administration while ensuring adherence to policies and procedures for maintaining operational standards.
- Guarantee effectiveness of omnichannel strategies in store
- Report on buying trends and customer needs
- Conducted apparel training at Store Havaianas Las Palmas in April 2018.
- Conducted apparel training sessions for staff at Havaianas Las Palmas to enhance product knowledge and sales skills.
Sales Department Manager
Decathlon Portugal
11.2016 - 05.2017
- Reviewed performance metrics, determined strengths and growth opportunities, and applied adjustments to elevate department effectiveness.
- Formulated and executed strategic sales initiatives to elevate customer engagement and expand market reach.
- Teamed with department managers to align objectives, fostering effective interdepartmental dialogue
- Set clear team priorities to align efforts with project goals. Managed schedules effectively to facilitate timely task execution. Evaluated performance to support team development and accountability.
- Enhanced inventory management systems to sustain product availability and decrease surplus stock.
Education
Bachelor's degree - Sociology
ISCTE - Instituto Universitário De Lisboa
Skills
Customer service management
Team leadership
Operational KPI analysis
Problem-solving abilities
Time management
Teamwork and collaboration
CRM
Advance Excel
Timeline
Boutique Manager
Montblanc
11.2022 - Current
Store Manager
Alpargatas S.A.
07.2017 - 06.2022
Sales Department Manager
Decathlon Portugal
11.2016 - 05.2017
Bachelor's degree - Sociology
ISCTE - Instituto Universitário De Lisboa