Ownership and Results Focus - Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. I demonstrate pride in my work, deliver on commitments, and train/mentor my team to deliver meaningful results
Functional and Business Expertise - customer-oriented Store Manager offering 18 years of experience in retail operations, sales, guest service, team leadership, and profitability strategies. I am seen by my peers, Director, and Senior Vice President as an expert of my business by understanding the key metrics that help drive success.
Developing Talent - I helped develop 20 team members into team leadership roles. 10 of those team members continued onto management roles. I oversee the recruiting and training for my area. I manage a team of Assistant Managers, Supervisors, and a roster of 250+ team members.
Employee supervision and motivation
Employee training and development
Fluent in English
Fluent in Spanish
Retail inventory management
Root cause analysis
Store opening and closing procedures
Store Manager09/2016 to CurrentCompany NameCity, State
Executed strategic plans that helped drive consistent process improvements and efficiencies that resulted in enhanced Guest Service, Team member satisfaction, and operations
In 2017, opened up a new store concept in "The Wizarding World of Harry Potter". I setup a group of high performing team leaders and team members to be scheduled at this venue. New product assortment was added. The concept was so successful that it was then launched in Universal Studios Japan. Received recognition from COO, SVP, Director, and Area Manager.
Proven track record for Driving Results, Developing Talent, Operations Management. I manage the financial results on a daily basis which include revenue, labor, attendance trends, and product replenishment levels.
Guest Service initiative - implemented a new initiative in 2019 that helped drive positive guest comments from 60 in 2018 to 105 comments in 2019 by implementing new procedures that helped team members focus on their interactions with guests, resulting in us delivering a "memorable experience"
Sales initiative - I championed an initiative in 2019 to help boost upselling at 10 of our Retail venues resulting in a 200% incremental revenue increase for the year. I partnered with my Director and Area Managers for approval and then rolled it out to my peers.
Stretch responsibilities - multi-unit experience. Walked 10 retail units on a weekly basis to oversee their staffing, operation, and visual merchandising.
Diminished product shrink by 50% by implementing effective operational improvements.
Met budget targets by controlling expenses, scheduling according to business needs, making adjustments needed to ensure we stayed favorableto budget.
Implemented succession planning by training and developing 20 associates into leadership positions.
Collaborated with visual merchandising team to develop strategies to drive profitability. Also, created a strong partnership with buyers by providing them with new product suggestions from guest requests that resulted in increased sales
Coached/mentored 250+ team members through constructive feedback to develop long-term career goals.
Assistant Manager01/2016 to 09/2016Company NameCity, State
Assisted with "The Wizarding World of Harry Potter" grand opening by interviewing team members, training them in the material needed for their Guest Service, made recommendations for promotion, and setting up new merchandise displays.
Assist with performance development which includes administrative discipline, resolving employee relations issues, conducting individual and team meetings, training, mentoring, and coaching.
Kept track of Guest Satisfaction Survey scores for our venue
Collaborated with store manager to develop strategies for achieving sales and profit goals.
Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Oversaw inventory management - maintained inventory accuracy by counting stock-on-hand, cycle counts, conducting audits, and reconciling discrepancies resulting in control of shrinkage.
Guest Service Team Leader - Supervisor12/2001 to 12/2015Company NameCity, State
Top store in our district for customer satisfaction, increased customer satisfaction scores from 78% to 94%
#1 in our district for new credit card applications
Established and maintained operating schedules to provide effective coverage for key areas and achieve objectives. Stayed within budget for payroll hours.
Partnership with vendors for setting planograms and promotional items to help drive sales.
Established and enforced clear goals to keep employees working collaboratively.
Interviewed applicants, recommended individuals for hiring and evaluated team member performance.
Resolved customer complaints and adjusted policies to meet changing needs.
Coached and mentored 50+ staff members through constructive feedback to develop long-term career goals.
Education and Training
Bachelor of Science: Business Administration, Systems & Operations Management12/2014California State University of NorthridgeCity
Associate of Science: Accounting06/2011College of The CanyonsCity
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California State University of Northridge
College of The Canyons
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Guest Service Team Leader - Supervisor
Bachelor of Science : Business Administration, Systems & Operations Management 12/2014 Associate of Science : Accounting 06/2011
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