Miguel Hernandez

• Help customers who are working on their tax return with both product/software inquiries, as well as with tax questions and calculations.
• Apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries
• Interact with customers utilizing strong written and verbal skills as well as deep customer empathy.
• Represent the TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience and providing them the confidence that they can do their own taxes.

• Develop, train, inspire and coach sales team to produce desired high performance results in a fast paced environment. Analyze staffing needs of the store to provide hiring and promotion decisions and initiate disciplinary actions, as appropriate.
• Lead team to meet and exceed quotas. Assess individuals and team performance and initiate plans to narrow competency gaps. Ensure retail area storefront, merchandise and literature is in conformance with the merchandising plan.
• Responsible for financial and sales reporting. Manage cash and inventory levels.
• Maintain and grow existing customer base and manage churn. Ensure that customers and prospective customers are treated with the highest level of courtesy and professionalism. Resolve escalated customer complaints with flawless execution in a timely and empathetic manner.
• Mentor individuals to obtain positive scores on satisfaction surveys sent to customer after interactions.

• Made recommendations on shoes' styles, size and color to fit the customer's needs.
• Answer questions and demonstrated knowledge on brands and fit style.
• Helped customers at checkout, collected payment and reconciled cash at the end of the night.
• Informed customers of current sales and promotions, store policies, such as returns and exchanges and qualified customers for store credit services.
• Performed monthly inventory and made necessary corrections to correct discrepancies.

• Demonstrated broad knowledge on foot types and shoe brands to recommend the right shoe style and brand for each customer.
• Trained new and current employees on shoe brands, fit, style and technologies.
• Educated customers on shoe fits and helped them decide on the best shoe for each individual.
• Performed daily inventory and stock.
• Assisted with merchandising, inventory and stocking throughout the store.
• Successfully sold additional items per store policy and needs of the customer.

Completed course work towards Spanish and Journalism Bachelor's Degree.

Degree in progress.