Management Professional with an extensive background in leading teams and driving lean process improvements, and 5s projects in demanding environments, obsessed with the customer service experience. Business leader and retail manager with over 15 years of experience in a variety of business operations. A leader in execution, people development, dynamic team building, and strengthening the corporate culture to deliver measurable results.
Skills
Cross-functional team management
Supervision and training
Staff training and development
Computer Program Efficiency
Complex problem solving
Behavioral Coach
Development and Execution of Planograms
Retail Store Layout
Inventory control
Merchandising
Promotion and Ad Analysis
Retail Market Industry Knowledge
Project Planning and Management
Work History
Outbound Area Manager II, 10/2019 to Current AMAZON – City, STATE,
Average engagement scores with 4.4 and average 8.9 SLI scores for the 2019-2020.
Procured and implemented Little David tapers for STL4 for building wide pack singles rate increase of 11%.
Trained, developed, and counseled associates to develop a high performing team, which led to promotional advancements for 2 PA’s to L4’s and 2 AA’s to L3.
Developed and implemented databased solutions to problems in a timely manner by assisting with the redesign of Pack Standard Work Checklists.
Implemented a cross training matrix for FHN to Pack and Learning Ambassadors to increase total capacity to meet high level volumes in 2021, which led to the overall shift increase of 20% capacity without the cost of onboarding.
Drove metrics to run an efficient shift to achieve and exceed expected CPT’s with the highest DEA accuracy in the region at 98%.
On boarded and trained 30% increase in labor force to support capacity for Covid-19 and Prime Day.
Consistently operated at an L6 level due to the attrition of current L6 management on FHN.
Launch Operations Manager, 10/2014 to 10/2019 FEDEX OFFICE – City, STATE,
Effectively managed controllable cost, payroll, supplies, and machine costs to budget.
Below payroll for the quarter, and will schedule people accordingly to the business forecast.
Ensured maintenance of fiscal reporting procedures and standard operating procedures (SOP) which included accounts receivables, account payable, inventory reports, daily sales recaps and forecasts, and daily bank deposits.
Ensured customer service standards are of the highest level, resolving issues as needed.
Customer Service NPS score did not fall less than 90% monthly.
Responsible for ensuring centers achieve acceptable scores on company service metrics.
Highest percent in the district for SQI goals.
Established improved business processes in alignment with corporate expense management and productivity objectives.
Monitored and evaluated the marketing activities to achieve pre-established sales objectives including monthly marketing calendars, media advertising, specialized sales and in store signage.
Met daily volume goals, helped reached more than $200,000 revenue in a month.
Met all expectations in shrink, complete retail/consumable inventory counts on a daily basis.
Shrink percent was 5.4%, which resulted lowest number in the district.
Led sales team to exceed sales targets by 118% each year.
Managed Panera Bread which is a corporate account.
I am very detailed oriented/organized and will communicate to the marketing department on a daily business.
This corporate account would bring an extra 20,000 a month to the store.
Successfully launched 6 FedEx Office buildings.
Facilitated launch team meetings.
Developed material for multiple product launches including press releases, launch materials, customer presentations, videos and training materials.
Provided oversight for all aspects of the launch including operations, development, and product and project management.
Established systems and schedules for all launch activities.
Senior Store Operations Manager, 10/2007 to 10/2014 WALGREENS – City, STATE,
Consistently ensured Payroll expectations were compliant and deadlines were met.
Strived for 100% accuracy and compliance in cash and inventory levels.
Maintaining a relationship with the local community by organizing Health Fairs for the Pharmacy.
Reviewing KPI’s and operating statement of areas of improvement which led to the store being #1 in the Country.
Writing daily notes for the store to ensure store operations and tasks are completed in a timely manner.
Responsible for all major floor planograms.
Created action plans for the for the store to ensure that the team understands roles and responsibilities as it relates to core accountabilities, including safety, quality, productivity and delivery to drive the continuous improvement agenda in areas of responsibility.
Receiving merchandise from multiple vendors and ensuring accuracy which increased overall sales by 13%.
Responsible for the integrity of the stores appearance along with ordering, receiving, shipping, and cash handling.
Developed and Implemented the Associate Engagement panel for holiday activities and events for the Midwest region which led to the overall increase in Associate Engagement index.
Encouraged engagement with store staff by creating interactive activities.
Kept the moral up in the store by organizing staff cookouts, and contests.
Supervised freight deliveries, SIM for accurate POS inventory which resulted in decrease of 8% loss of overhead.
Customer consultation and consultative selling.
Had the number one store in the district with the most add-ons at the counter.
Had the highest revenue in the Nation, and was recognized in the quarterly pamphlet.
Profit was over $500,000 in sales for the pharmacy within a year.
Responsible for a team of 35 associates with more than 25 reports to analyze daily.
Partnered with construction crews to ensure timely completion of all related tasks while ensuring customer service and sales were not affected during the remodel.
Drives business initiatives by fostering strong customer relationships.
Provided constant leadership to the Team Members through effective communication/coaching.
Education
BS: Psychology, Expected in 2002 Southern Illinois University - Edwardsville, IL GPA:
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