Ebony Mitchell Email & Phone Number

Streets Of Southpoint

Created, implement and support quarterly business strategies to develop business relationships and sales across departments .Drive B2B Solutions Team focused on Apple hardware and software deployment solutions for SMBs, Enterprise, Government and Education customers (Account Focus: Yearly Spend $150k – 500k)Analyze pipeline and KPIs to identify short and long-term health of business results.Facilitated Business Events and one-on-one consultations to C-level executives concerning Daily Workflow, Device Management, Security, Deployment Strategies, Finance and Technology RefreshCycles of solutions for Mac, Mac/PC and iOS.Selected to oversee every aspect of talent management and employee relations after earlier success as a sales manager, scheduling manager, and operations manager.Achieved significant improvement in store-wide employee relations and engagement since joining the store, particularly while serving in the people manager position. Hosted monthly roundtables which allowed employees to share successes and opportunitiesDrove employee engagement scores (Net Promoter for our People) from the bottom-tier to a consistent spot in the top 4 in the region (top 15% out of 30 locations). Personally lead a development team of 17. Mentored, developed, and promoted 10 of them (and several on other teams) to higher-level roles. Created an effective coaching program that challenged the leadership team to shadow associates on the sales floor to observe real-time behavior and provide instant coaching. Provide guidance and support to 5 other managers on every aspect of talent and leadership development, including the creation of individual development plans. Train and coach the rest of the management group on documented coaching sessions while overseeing all negative performance documentation and follow-through.

Raleigh-Durham, North Carolina Area

Supported daily operations to ensure a seamless customer journey for sales, technical support and training.Resolved customer questions, issues and concerns.Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.Effectively communicated with team members to maintain clearly defined expectations.Initiated development and implementation of customer service management training process.Supported management by coaching sales specialists and teams.Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.

Led team to consistent financial results year over year through operational processes and team development. Created training plans for all direct reports.Drove brand loyalty by leading outstanding internal and external customer service. Increase profit and lowered shrink through effective management of controlling the bottom line.Responsible for business forecasting, associates reviews and ensured recruitment of diverse applicant talent pool. Responsible for employee dispute resolution and escalated customer situations.Direct brand appropriate strategic merchandising to maximize sales.Created and implemented highly effective and individualized solutions for customers.Enhanced customer satisfaction ratings by resolving issues efficiently.Streamlined operational efficiencies by coordinating staff development and succession planning.Implemented effective customer service procedures to encourage positive feedback.

Norfolk, Virginia Area

Created action plans to improve key performance indicators to maximize business opportunities.Assessed the effectiveness of the management staff by providing the appropriate level of performance feedback.Created shortage action plans with partnership with the management team to minimize loss and achieve shrinkage goal.Hired, trained and developed training plans for a team of up to 30 associates and 6 managers by helping them meet daily and weekly sales goals through training and mentoring.Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.Oversaw inventory tracking, management and physical inventory counts.Proactively identified and solved complex problems that impacted operations management and the business direction.