District Manager, 01/2015 - Current Conn's, Inc. – Slidell, LA,
Managed up to 10 stores, 300+ associates, $17M District, overseeing all business operations and driving sales through strategic planning, customer engagement, data analysis, and talent development.
Drove customer loyalty and retention and acted as the point of contact to deescalate and resolve customer issues across district.
Consistently improved district OSAT and NPS Year-Over-Year and recognized as a company top performer in customer satisfaction, achieving the highest district OSAT (81) and NPS (79) in the Southeast Region in 2020.
Analyzed KPIs, identified opportunities and collaborated with store teams and cross functional partners to ensure proper resources were available and being utilized efficiently to reach maximum success.
Increased district sales YOY for 3 consecutive years (2016-2019) by an average of 5% per year and produced best YOY business in Southeast Region for 2020, 10% above company average.
Influenced store teams adoption and implementation to novel company software, i.e., InMoment, PlayerLync, Microsoft Teams, OneNote, SharePoint, Planner.
Presented district performance and initiatives to leadership on weekly conference calls, during store visits and quarterly business meetings.
Led weekly store touch bases, bi-weekly district conference calls and facilitated quarterly store manager meetings with up to 30 attendees.
Received the 'Team Up' Award in 2019 for top performance collaborating with cross functional partners.
Promoted 25 Managers into elevated positions and consistently reduced district turnover over 6-year period achieving a 20% reduction in 2020 with the lowest turnover in the Southeast Region.
Worked with project manager to oversee opening of 2 new stores, 4 store remodels and 8 store closures.
Participated in test group to transition to Tableau for business reporting and acted as a resource for the District Manager population once rolled out to entire company.
Served as the regional representative of the company CPI council (continuous profit improvement) in 2018.
Store Manager, 01/2013 - 01/2015 O'reilly Auto Parts – Gypsum, CO,
Effectively coached and led team of managers and sales associates to drive store operations, customer experience initiatives and overall sales at three different locations over 2-year period.
Recruited, interviewed, trained, and coached teams of assistant managers and 50+ part-time associates at three different locations cultivating strong relationships and a team environment.
Recognized as a top ranked manager in customer service through consistent perfect 5 ratings during monthly secret shops.
Provided feedback and recommendations to corporate leadership and initiated solutions to overcome challenges and increase efficiency.
Developed weekly schedules per payroll guidelines while accounting for employee and store needs.
Learned all aspects of running the business including customer service, delegation, staffing, training, merchandising, inventory control, and shrink reduction.
Consistently maintained exemplary customer service record while meeting all company goals and expectations.
Recognized for consistently achieving superior sales results through leadership and planning.
Education
Bachelor of Science: Marketing, Expected in 12/2012 - University Of South Florida - Tampa, FL, GPA:
Activities
BIPOC & Allies Associate Resource Group at Abercrombie & Fitch, July 2020 — Present
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