Nicole Pacheco

Retail and customer service professional with over ten years of experience, including five years managing two SoftMoc locations with full accountability for sales targets, staffing, payroll, and inventory. Currently applying consultative selling in a premium-brand boutique environment at Nespresso. Seeking a full-time position where proven leadership, organizational, and customer service strengths transfer directly across retail, sales, merchandising, or office operations.

Coffee Specialist at Nespresso (2025-11 – Present)

• Deliver personalized, consultative service by assessing customer preferences and recommending coffees, machines, and accessories, using upselling and cross-selling techniques to grow basket size.
• Contribute to individual and boutique sales targets and KPIs, tracking performance against goals.
• Conduct coffee tastings and product demonstrations, educating customers on flavour profiles, intensities, origins, brewing methods, machine functionality, and product care.
• Maintain visual merchandising and boutique presentation to Nespresso brand standards, keeping product properly displayed and readily available.
• Process purchases, troubleshoot machine issues, and resolve customer concerns professionally.
• Support inventory management, replenishment, stock organization, and daily boutique operations; build repeat clientele by tracking individual customer preferences and staying current on new launches and promotions.

Manager at SoftMoc (2020-06 – 2025-11)

• Managed two store locations, holding staff accountable to sales expectations and company policy while consistently meeting or exceeding store sales goals.
• Recruited, interviewed, hired, and trained new staff; led and motivated the team to sustain high performance and customer satisfaction.
• Built employee schedules against budgeted hours and ensured accurate payroll processing.
• Managed inventory levels and coordinated inter-store transfers to keep both locations correctly stocked and inventory records accurate.
• Executed corporate merchandising guidelines for footwear displays and completed timely stock organization and updates.
• Processed online orders for accurate, on-time fulfillment and resolved customer inquiries received by email.
• Handled customer complaints involving product defects and quality issues through to resolution, and maintained store upkeep to company standards.

Assistant Manager at SoftMoc (2019-10 – 2020-06)

• Mentored and trained team members, ensuring adherence to company rules and operating standards.
• Advised customers on footwear selection based on need, fit, style, and budget, delivering high-touch service on the sales floor.
• Completed opening and closing duties including cash deposits, paperwork reconciliation, price changes, and merchandising upkeep.

Customer Service Senior Representative at Yorkdale Shopping Centre (2017-09 – 2019-09)

• Managed customer inquiries through online chat (Kipsu), providing accurate and timely information.
• Administered centre social media accounts (Twitter, Facebook, Instagram), engaging customers to maintain a positive online presence.
• Reconciled gift card sales and partnered with the accounting team on accurate transaction records.
• Led team meetings, worked with management to improve the customer experience, oversaw seasonal Santa Set sales, and supported Guest Services opening and closing procedures.

Guest Services Representative at Yorkdale Shopping Centre (2015-09 – 2017-09)

• Assisted customers with store locations and general inquiries, sold gift cards, and handled phone inquiries.

Sales Associate at Ardene (2014 – 2015)

Guest Services Representative at Dufferin Mall (2013 – 2013)

Guest Services Representative at Toronto Eaton Centre (2012 – 2013)

Cashier at No Frills (2011 – 2012)

Ontario Secondary School Diploma in O.S.S.D. – Monsignor Fraser College, Annex Campus