Michael Noe Ruperto

• Increased customer conversion by 44%, from 9% when I joined in 2015 to 16% now in 2017, the highest among all the UA Middle East stores. This was achieved by building a strong customer service focused culture within the store thru staff training, observing and feedback, efficient stock management, visual merchandising execution, and leading from the shop floor during peak trading hours.
• Consistently achieved the highest KPI’s (Sales, Customer Conversion, Average Transaction Value, Units Per Transaction), by driving staff performance thru carefully crafted in-store staff challenges, which were aimed at achieving KPI targets. Top performers were recognized and rewarded monthly.
• Set up and opened two new stores: the 1st UA Store in KSA, Red Sea Mall in January 2016, and the UA Store in DFC, UAE in February 2016. With these assignments, I led the team in setting up the stockroom and shop floor, taught them how to receive and process stocks, trained them on product knowledge, coached them on customer service and conducted a cashier training.
• Developed the team by coaching and mentoring potential staff, while ensuring all team members had the opportunities to learn in all the areas of store operations, stocks, sales, admin, and staff related. This eventually resulted in the promotion of 4 staff: 3 sales associates to team leaders, and 1 supervisor to store manager.
• Built and maintained a database of loyal and happy customers who regularly bought from us.
• Coordinated with the different support departments (VM, IT, Marketing, Product, Finance) and gave feedback to continually improve and look for solutions to challenges and concerns.
• Ensured execution and maintenance of all visual directives as well as company policies.

• Researched about the products and opportunity to understand and analyze the needs and wants of customers in the market and identify which products could help address those needs and wants.
• Drove sales by organizing product demonstrations and training to help explain the features and benefits of the products to the customers so they could appreciate the effectively of the products.
• Advertised and marketed the products on social media and thru referrals from happy customers to help expand, create awareness and boost interest, while reaching more potential new customers.

• Increased store profitability by up to 51%, kept shrinkage below .05%, . Utilized data to diagnose strengths and opportunities, and allocated store resources for maximum profit impact. Balanced brand equity and commercial sense.
• Improved service to drive sales. Created and led a service-selling culture. Analyzed the team’s service capabilities and provided targeted and timely feedback to continuously improve service.
• Increased brand and product expertise within the store. Partnered with other departments to receive brand and product training to support seasonal product launches. Ensured training was transferred into skills on the sales floor.
• Effectively managed store operations. Used available processes and tools to drive performance and continuous improvement in the store from Visual Merchandizing, stock management, staff management, safety, and security.
• Coached and developed. Fostered a team environment of trust, transparency, motivation and accountability. Balanced management and leadership behaviors for maximum impact.

• Drove profit. Used problem-solving techniques to drive profitability and continuous improvement within the store.
• Supervised service to drive sales. Directed activities to optimize service. Modeled exemplary service and sales behaviors to all customers.
• Built team members brand and product knowledge. Supported new and seasonal product launches.
• Coordinated store operations. Planned and monitored the execution of store operations. Provided targeted feedback to drive process improvement and compliance.
• Coached. Adapted communication style to inspire and motivate the team. Assertively managed conflict situations.

• Sold. Understood individual and basic store KPI’s and how to drive them. Prioritized between customer service and store operations for maximum retail impact.
• Served. Understood the characteristics and motivations of target customers. Identified and responded to shopping behaviors appropriately.
• Used brand and product knowledge to sell. Demonstrated a positive attitude towards sports/fashion and to every customer.
• Performed store operations. Thorough and detail-oriented in receiving, displaying, merchandising and replenishing product, as well as in maintaining a clean, organized and safe store environment.
• Team player. Understood the benefits of teamwork and was able to work as part of a team. Resolved differences with teammates constructively and respectfully.